CASE “Citibank: Performance Evaluation” Harvard Business School 9-198-048 rev: October 14‚ 1999 The Performance Scorecard: a strategic management tool Frits Seegers‚ President of Citibank California‚ is convinced that “in a competitive marketplace where businesses compete for customers‚ customer satisfaction is seen as a key differentiator and increasingly has become a key element of business strategy”1. Fulfilling customers’ expectations is a critical issue for the long term business sustainability
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Ethical Performance Evaluations Organizations have a commitment to employees to provide an evaluation based on performance that is being performed the position held. Managers include the aspects of responsibilities‚ strengths‚ and weaknesses of performance that are presented on a daily basis by an employee. Managers face moral and ethical issues that require critical decisions to be made. Using ethically responsible management practices and facing social issues during performance evaluations can
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Customer Service Management and Business Performance at Vodafone Chapter 1 Introduction Customers are considered as the key for any business survival. As the market begins to saturate‚ customer retention will be a key factor in determining the success of a company (Kotler‚ 2003). As a highly competitive market‚ the mobile phone company that has the largest customer base and highest customer retention rate will be a market leader in the industry (Turel and Serenko‚ 2006). Ultimately the quality
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Task 01 1.1 explain the principles of project management Project: A project is a finalized set of activities and actions by a "project team" under the responsibility of a project manager in order to meet a defined need within fixed deadlines and within the limits of allocated budget. Examples of famous projects include the "Manhattan Project"‚ etc. Project Management: Project Management is the dynamic process that utilizes the acceptable resources of the organization in a controlled and structured
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Table of Content Task 1: 2 Briefly explain: manager‚ management and organisation. Discuss why managers are important for the success of an organisation; include examples to demonstrate your understanding. 2 Task 2: 4 Select one of the following companies or a company you are familiar with and answer the questions: Virgin‚ BT‚ any educational institute‚ or any retail store 4 a. Discuss the term organisational structure and its significance in achieving organisational success. Task 2 6 a. Draw an
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Divisional Performance Evaluation Overview:- Most large Organisations adopt divisionalised structures. The manner in which divisional performance is controlled and measured is‚ therefore‚ of particular importance. A central issue of performance reporting is whether divisional managers should be held accountable for items that they cannot influence by their actions. The conventional wisdom of management accounting‚ as reflected in textbooks‚ advocates that the evaluation of a
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Superior Performers in this Job PROJECT MANAGER JOB COMPETENCY MODEL In a High Technology Organization Developed by Workitect‚ Inc. For XYZ* Company *This is an actual project for a real company whose name‚ represented throughout this document by a blank line ( ________ )‚ is confidential. Sections I. Overview of the Competencies by Cluster II. Competencies with Definitions and Behaviors III. Overview of Most Important Responsibilities of Project Managers IV. Description of Most Important
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2010 Citibank: Performance Evaluation In 1996‚ Citibank was an emergent banking institution attempting to increase its market share in the competitive Los Angeles area. In order to do so‚ the bank’s strategy was to focus slightly less on their financial growth‚ and much more on providing “a high level of service to its customers”. Management viewed this paradigm shift as “critical to the long term success of the franchise”. To implement these changes‚ a new Citibank employee performance assessment
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I. Critical evaluation of Citibank performance evaluation form: Citibank corporate strategy: focused on combining excellent customer service strategy along with relationship banking to build a profitable competitive franchise. Customers were offered the convenience of choosing the type of service delivery‚ whether personal or remote. But as high end customers become more and more valuable to the bank‚ their service expectations also went up. Increased service demands included broad array of financial
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1. Evaluation of Safety Performance Can safety performance be assessed and evaluated? If so‚ how? Are there any benefits and issues associated with the assessment and evaluation of Health & Safety performance? Theory The HSE want the assessing of health and safety performance to be of equivalent importance to the measurement of financial‚ production or service delivery management. HSE ask companies to follow the HSG 65 procedure (fig1). This diagram highlights where the
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