Running Head: CITIBANK PERFORMANCE EVALUATION 1
Week 4 Assignment 2
Citibank Performance Evaluation
Francis Marino
JWI520 – People Management
Prof. M. Valdes-Fauli
January 25, 2016
CITIBANK PERFORMANCE EVALUATION 2
ABSTRACT
After reading the Citibank Performance Evaluation case study and assuming that I am Lisa
Johnson, I will answer the following questions for this paper. First I will Complete Exhibit One
to evaluate James McGaran’s performance. Secondly, I will describe the approach you would
take in your performance feedback session with James. What would you say, in what sequence
would you say it, and what information would you reference to back up what you are saying?
Finally, I will assume that as a result of your extraordinary performance in this course, Citibank
California has employed you as a consultant to improve its performance evaluation system.
Discuss what changes in their processes and procedures you would recommend.
CITIBANK PERFORMANCE EVALUATION 3
Complete Exhibit One to evaluate James McGaran’s performance.
The lifestyle of the society on a whole has changed drastically. In short, it becomes
faster. There’s no time for patience. Customers want everything to be as done as quickly as
possible. Moreover, they are heartbroken when their expectations are let down. The only way to
avoid this is for the business to mold itself according to the outcome that the customers expect.
Customer satisfaction is the most important thing for any company to be successful in the long
run. The manager of the Financial District office at Citibank locates in the Los Angeles area,
James McGaran says, “Citibank is the oldest player out there and show pride in the fact that they
are the most successful franchise in providing relationship banking along with incredible service
to the customers” (Becker, Huselid. and Beatty, 2009). Mr. McGaran’s performance is beyond
