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商品編號： 9-198-048 出版日期： 1997/12/02 作者姓名： Simons, Robert;Davila, Antonio 商品類別： Other 商品規格： 9p 再版日期： 1999/10/14 地域： 產業： 個案年度： 1996 - 1996
商品敘述：
Citibank has introduced a new, comprehensive performance-scorecard system. A regional president struggles with a tough decision: how to evaluate an outstanding branch manager who has scored poorly on an important customer satisfaction measure. This case provides a scoring sheet to be completed by the reader and an explanation of the ramifications of the decision for the business''s strategy.
涵蓋領域：
Employee performance management;Customer satisfaction
相關資料：
Case Teaching Note, (5-199-047), 14p, by Robert Simons, Antonio Davila;Spreadsheet Supplement, (XLS119), 0p, by Robert Simons, Antonio Davila
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