Citibank has introduced a new, comprehensive system of performance indicators. Regional president struggling with a difficult decision: how to evaluate an outstanding branch manager, who scored poorly on an important measure of customer satisfaction. This case gives a gain of sheets to be completed by the reader and explain the consequences of decisions on business strategy. "Hide
by Robert L. Simons, Antonio Davila Source: HBS Premier Case Collection 9 pages. Publication Date: Dec 02, 1997. Prod. #: 198048-PDF-ENG
citibank performance evaluation case solution
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