João Paulo Coelho (BOAH 2401) October 04, 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 scorecard was created, briefly tested and quickly implemented. Though I believe it was a much improved and broader way to gauge individual performance, there was certainly room …show more content…

McGaran’s performance to that of the other managers. I find it somewhat unusual that someone as highly regarded as Mr. McGaran seems to be, with so much banking experience, scored so poorly in Customer Satisfaction, yet performed so strongly in all other areas of his yearly assessment for four consecutive years, all while managing the most important and most competitive Citibank branch in the Los Angeles division.
People and Standards
The final two measures on the yearly assessment scorecard go hand in hand, as they concern the way branch managers value their own career advancement opportunities as well as their growth as leaders and role-models not only for employees, but also within the communities which they serve.
As subjective as these measures might be, they are essential for any organization, and could have a tremendous impact on an individual’s career. In this particular case, Ms. Johnson used these sections to describe Mr. McGaran as “an excellent people manager (…), a team-builder that motivates his people to go above and beyond.” She enthusiastically referenced his involvement within the community, his focus, discipline, availability, effectiveness and drive among many other things. These are all intangibles that are difficult to assess otherwise (i.e. financial measures), but could make a significant difference for the organization as well as the individual.
In our laboratory we work with many medical students and young residents. Once they complete