OBJECTIVES * One of the major objectives of the case is that Citibank has aligned its new performance evaluation process to inculcate non financial measures in the performance evaluation and thereby highlighting the importance of diverse set of measures for evaluating performance it has been a year since the California division has introduced this change through a new performance scorecard and Citibank has to make sure that the change is communicated throughout the organisation. * The Citibank California division has to make sure that it retains its diverse set of customers by meeting their rising service expectation, to survive in the competitive market. * Frits seegers , president of Citibank California branch has to make sure that he motivates the branch managers through the performance evaluation so that they can contribute towards achieving the strategic goals of the division , one of the major dilemmas which he faces in this aspect is whether he should give a “above par” rating or a “ below par “ rating to James McGaran who is a manager of one of the most important branches in Los Angeles , and has been with the organisation since past 11 years . * James McGaran has performed exceptionally well in all parameters such as financial , strategy implementation , control measures , people and standards , in the largest and toughest branch of the division , the only parameter he has not performed well is customer satisfaction which is an important part of the new performance evaluation process , how can the organisation retain and motivate James McGaran and at the same point of time continue to emphasise on the relevance of customer satisfaction for its division .
Doing the year-end performance evaluation for James McGaran, the branch manager of the flagship office in the Los Angeles area, was probably one of the most difficult tasks at the hand of Seeger.
James has been not just an exemplary employee in the area, but really