Citibank has presented another, exhaustive execution scorecard framework. A provincial president battles with an extreme choice: how to assess a remarkable branch director who has scored ineffectively on an essential consumer loyalty measure. This case gives a scoring sheet to be finished by the peruser and a clarification of the implications of the choice for the business' system.
Balanced scorecard; Control systems; Customer satisfaction; Employee-employer expectations; Implementing strategy; Incentives; Performance appraisals; Performance management; Performance measurement; Quality management; Strategy; Valuation.
Geographic: United States Industry: Banking Event Year Begin: 1996 Event Year End: 1996