citi bank

1. Assume that you are Lisa Johnson, complete the
performance evaluation of James amply justifying
your rating.
• Although James is eligible for above par rating based on all performance
parameters (excluding customer satisfaction index), we recommend par rating
for James so that he make customer satisfaction as priority next year onwards.
Below are the reasons mentioned for recommending PAR rating of James-
• Motivation to continue his efforts in improving customer satisfaction
index.
• He should continue believing in the rating system of the company. As he is
putting all efforts to adopt to the new system of rating , the rating should
be an encouragement to the changes adopted.
• Branch was ranked No.1 in California, which shows his strong business
sense and market knowledge. All efforts should be taken to harness his
strength and by any lower rating there is a risk of losing his interest.

2. Continued....
• Company should recognise that adapting to change is not always
easy, but James is trying his level best to adopt to changes.
• He has been a war horse for CitiBank and to preserve his trust and
loyalty for the company, his ratings should be just to his efforts.
• James proactively developed and implemented programs to
enhance CitiBank’s image as socially responsible- not a part of his
job, but more due to his loyalty and fondness for CitiBank.
• A significant increase in Customer satisfaction scores from 66 in Q1
to 72 in Q4 depicts that he is giving due attention to the customer
satisfaction index.