Citibank Performance Evaluation HBS CaseAssignment

First, read the Citibank case carefully. Then, think about thefollowing questions (on your own, and in discussion with yourteam-members, if any). Note that Citibank uses the term“Performance Scorecard” in the same sense in which we use the term“Balanced Scorecard” in class.

1. Why has Citibank introduced a Performance Scorecard?
2. How would you have rated James’ performance before thePerformance Scorecard was used?
3. How do you rate James’ performance in each of the fiveperspectives of Citibank’s performance scorecard, other thanCustomer Satisfaction?
4. When thinking through each of the perspectives, please thinkabout the nature of each set of measures for the variousperspectives: are they objective measures or subjectivemeasures?
5. Now, how did James perform in terms of Customer Satisfaction?(Note: You are not expected to give a simple Yes/No answerhere. There are good arguments that can be made in favour of bothgiving him a good rating and giving him a not-good rating. Pleasethink about and lay out the arguments for both sides, before comingto your conclusion.)
6. Please think carefully about the measures used tomeasure Customer Satisfaction. How appropriate are these measures?Please comment on the measures, and any criticisms you may have ofthe measures.
7. How are targets/goals decided for each of the perspectives? Doyou think that Customer Satisfaction goals need to be decideddifferently?
8. Please state and argue your opinion on the following broadissue: What would happen if the financials were good, butnon-financial measures were bad? Would James be achievingCitibank’s goals?
9. After considering all the issues raised above, please stateyour opinion on whether James should be given an overall “Par”rating or an overall “Below Par” rating. Please describe argumentsfor both sides before stating & justifying your finalopinion.

Prepare a write-up with succinct answers to each of thesequestions. You may formulate your answers as paragraphs or asbullet points, as long as you convey the necessary information.Please restrict your write-up to 4 sides of letter paper, typed andsingle-spaced, at the MAXIMUM. All answers and exhibits must beneatly typed and formatted in a readable way. Please note that I amnot looking for generalities or cut-and-pastes from the text of thecase; every answer must reflect your own viewpoints and arguments,in your own words. Please submit in hard copy on the last day ofclass.