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Why has Citibank introduced a performance scorecard and what was it intended to accomplish? How are the measures used in the performance scorecard at Citibank

Why has Citibank introduced a performance scorecard and what was it intended to accomplish?

How are the measures used in the performance scorecard at Citibank linked to business strategy implementation? What should Lisa Johnson and Frits Seegers do about McGarans year end performance evaluation (use Exhibit 1)?

How should they rate him on customer service (below par, par, above par) and what should his overall rating be (below par, par, above par)?

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