Citibank Case

niche competitor in the California banking market with unprecedented 80 branches compared to the 400 of the biggest competitor. In other words, â€Å"Citibank’s purpose in California was to build a profit able franchise by providing relationship banking combined with a high keep aim of go to its customers” (p. 76). Like most businesses, customers’ expectations rose with their end pointinal worth, in addition to providing a greater profit leeway for the federation itself. While fiscal beatniks typically were the way Citibank mensurable winner in the past, they recognized a consume to measure customer service as well and thus developed a surgical process Scorecard. The six different types of measures the slaying Scorecard evaluated were: financial measures, strategy implementation, customer satisfaction, control, people, and standards. By evolution this Performance Scorecard, Citibank believed they could remediate analyze where each branch dema nd specific improvements and where each branch was excelling. Citibank felt it was necessary to modify the previous evaluations to allow in non-financial measures because they recognized that these measures may in fact be more critical to the long term success of the franchise.

As a result, by adding the non-financial measures to the current measures, Citibank was able to reflect competitive dimensions in the bank’s strategy. Citibank Issues: afterward performing an evaluation victimization the Performance Scorecard, Seegers recognized the need for increased customer service at their most primary(prenominal) bran ch. finished their measurements of customer! satisfaction, it was know that McGaran’s branch was sub-par when it came to concussion customer’s needs. Without the Performance Scorecard this may not rescue been realized and as a result, Seegers and his fellow executives bum become proactive in addressing this issue. Recommendations and Case Analysis: Through my analysis of the article and by means of the application of concepts we have learned in class, I have...If you requirement to get a full essay, order it on our website: OrderCustomPaper.com

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