Citibank Bsc Challenge

The managerial concerns in this case was the new Performance Scorecard System (PSS) which was introduced last year to cover a diverse set of measures in achieving the strategic goals of the division. In particular, one new non-financial performance indicator – Customer Satisfaction – was included in the new PSS. This was done as Customer Satisfaction is seen as an indicator or the long term success of the division and a leading indictor of future financial performance. One of the Branch Manager (BM) James McGaran was the case of contention for the new PSS. James had scored “par” or “above par” on all aspects except for Customer Satisfaction. This meant that under the new PSS system, James could at most obtain a “par” evaluation for the year. The managerial concerns for this case is whether the new PSS is adequate, comprehensive and fair enough to be deployed for the division, especially given the diverse and demanding clientele and challenging competition. Also, some components in the PSS were not under the direct inflence of the evaluatee, like the ATM and online services, which could possibly unfairly be used to evaluate the Manager. Given Jame’s excellent performance on other areas, this was a first direct test on the PSS implemented – whether the PSS was an adequate, comprehensive and fair appraisal system and whether the Management at Citibank was indeed serious in using a a diverse set of measures to achieving the strategic goals of the division in the long term.

One possible recommendation that I would make to Frits Seegers for the Performance Scordcard System (PSS) would be him to look carefully into area of the customer satisfaction. It is important for him to recognise that certain Citibank services such as the ATM or online banking systems which are out of the control of the branch managers. In such a way, it would be inappropriate to hold the Branch Manager accountable for lapses/poor scores in these area. Thus Frits can look into dividing the...