new performance scorecard to highlight the importance of a diverse set of measures in achieving the strategic goals of the division. Among the new measures introduced was a customer satisfaction indicator. Unfortunately‚ James McGaran‚ the manager of the most important branch and who consistently delivers impressive financial results scored "below par" on customer satisfaction. Frits Seeger‚ President of Citibank California and Lisa Johnson‚ area manager supervising James‚ are pondering what overall
Premium Finance Customer Customer service
122 116 020 Bijoy chowdhury 122 116 039 1.The Moral Dimensions of Information Systems The moral dimensions that can control the major ethical and social concerns generated by information systems are as follows: (i) Information Right and Obligation What information rights do individuals and organizations possess with respect to themselves? What can they protect? What obligation do individuals and organization have concerning this information? (ii) Property Rights
Premium Copyright Philosophy of life Trademark
exceptional manager and his performance exceeds expectations with the exception of customer satisfaction. Mr. McGaran scored “below par” on customer satisfaction. It a must Mr. McGaran take correction actions to improve customer satisfaction in his division to bring his rating above par. Describe the approach you would take in your performance feedback session with James. What would you say‚ in what sequence would you say it‚ and what information would you reference to back up what you are saying? The
Premium Customer service Customer Harvard Business School
Issues in Accounting Education Vol. 15‚ No. 2 May 2000 Budgeting and Performance Evaluation at the Berkshire Toy Company Dean Crawford and Eleanor G. Henry ABSTRACT: This case1 provides an opportunity to study budgets‚ budget variances‚ and performance evaluation at several levels. As a purely mechanical problem‚ the case asks for calculations of various price‚ efficiency‚ spending‚ and volume variances from a set of budgets and actual results. The case is also an interpretive exercise. After the
Premium Variable cost
INDIAN INSTITUTE OF MANAGEMENT LUCKNOW Written Executive Communication PROJECT REPORT Citibank – Performance Evaluation Submitted to – Dr. Payal Mehra Date – 26/10/2012 Submitted By Group 8‚ Section C Anuradha Tyagi (PGP28128) Aditya Singh (PGP28158) Bholendra P.Singh (PGP28143) K. Aditya Das (PGP28139) Vishal Raju (PGP28155) Shweta J. (PGP28159) Table of Contents 1. Abstract 2 2. Brief Overview of the current situation 3 3. Strategy for Case Analysis
Premium Customer service Customer Sales
what Are the Big Five Dimensions of Personality? Personality researchers have proposed that there are five basic dimensions of personality. Evidence of this theory has been growing over the past 50 years‚ beginning with the research of D. W. Fiske (1949) and later expanded upon by other researchers including Norman (1967)‚ Smith (1967)‚ Goldberg (1981)‚ and McCrae & Costa (1987). The "big five" are broad categories of personality traits. While there is a significant body of literature supporting
Premium Big Five personality traits Personality psychology
Ltd. All rights reserved. Printed in Great Britain 0160-7383/$30.00 A DEA Evaluation of Taipei Hotels Wan-Erh Chiang Ming-Hone Tsai Li Shau-Mei Wang National Central University‚ Taiwan It is always a major concern for top management to measure efficiency. Data Envelopment Analysis (DEA) is an excellent tool for assessing the relative efficiency of decision-making units. This research is aimed at measuring hotel performance by DEA under three operational styles of International Tourist Hotels (ITHs)
Premium Hotel Hotels
Supplier Evaluation of Semiconductors of Maayas Secutronics Ltd | | | Supplier Evaluation of Semiconductors of MaayasSecutronics Ltd. ------------------------------------------------- Prepared for Mr. Shoeb Md. Asaduzzaman Instructor Business to Business Marketing Prepared by Burhan Al Rashid xx Md. Mustafa Tousif xx Adnanul Haque Ahmed 50 Muktadir Shubhro Jinnah 88 November 29‚ 2010 Institute of Business Administration University of
Premium Management Supply chain management Manufacturing
meaning and concept of the 360 degree performance appraisal process. 2. To communicate or inform the participants about the weaknesses of the conventional system and how 360 degree system overcome these weak areas. 3. To provide necessary skills to plan and implement a 360-degree appraisal System in the organization. 360 Degree Appraisal System : A latest “performance management tool” is a 360 degree appraisal system. This process enables the individuals performance to be evaluated from an all around
Premium Human resource management
THE PERFORMANCE EVALUATION PROCESS A. SUPERVISORS SHOULD: 1. Translate organizational goals into individual job objectives and requirements. 2. Communicate their expectations regarding staff performance. 3. Provide feedback to staff. 4. Coach the staff on how to achieve job objectives and requirements. 5. Diagnose the staff’s relative strengths and weaknesses. 6. Determine a development plan for improving job performance and
Premium Evaluation Behavior Human behavior