Citibank case

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Title: Citibank case

Essay Details:

Subject: Business

Author: Karen M

Date: October 1, 2015

Level: University

Grade: A

Length: 4 / 999

Essay text:

Except figures and data (Key Performance Indicators – KPIs) there is also a place for comments and opinions which is very important to evaluate managers and employees. In addition to 4 quarterly performance assessments McGaran has received year-end performance as a summary of all KPI and supervisor’s opinions. We think that in this matter scorecard is clear and fair. However, the way of measurement of customer satisfaction can be questioned (the sample is too small, 25 seems to be not representative). 80% satisfaction target also seems to be high for this specific branch (it assumes that in 1996 McGaran’s branch must improve customers’ satisfaction from around 66 to 80 per-cent on diversified and demanding customer portfolio) – however, it was almost reached in Q4...

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