Questions regarding Citibank: Performance Evaluation Case Study
Think of Citibank’s new strategy (customer service and relationship banking). What were the limitations of the previous performance measurement system? Is the old system aligned to strategy? What changes were required to the system to better align to the new strategy? What is the role of the PS in this regard?
1) How and how well are these performance measures linked to Citibank's strategy? What is Citibank's strategy as implied by the performance measures? This question requires a linkage with Balanced Score Card.
2) What changes, if any, would you make to the new performance scorecard system? Assess the strengths and limitations of the new PS system and suggest changes, if any.