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Chamical Bank Case

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CHEMICAL BANK CASE

Executive Summary

The retail bank division of Chemical Bank was performing a radical organizational transformation into a market-focused and customer-focused organization after the 1991 merger with the Manufacturers Hanover Corporation. The new vision of the bank was to shift its image from a narrow provider of traditional financial services to a broader and innovative provider of superior financial service and advice for targeted customer groups. The objective was to position the bank in order to remain competitive in a very challenging and changing business environment characterized by intense price competition, outflow of deposits to mutual funds, rapid technological change and more sophisticated and demanding …show more content…

For example, BSC is usually a senior and middle management tool. An adequate use of BSC demands the involvement of employees and contributors and all levels (specifically at the lower end). Also, avoid implementation complexity by defining fewer targets and measure accomplishment with simple indicators. Proven success is found where BSC objectives are linked to compensational motivators. Finally, since training is the basis of BSC, employees demanded to learn and develop new skills need to be appropriately evaluated. This will allow an efficient deployment of the BSC plan as its execution progresses to its final target.

The Chemical Bank team persevered and fulfilled its new business strategy. BSC helped in maintaining focus on common objectives through all areas of the organization. Its mentors and collaborators were determined, smart, and flexible when obstacles were met while its business grew and its organization changed for the better.

CHEMICAL BANK CASE

QUESTIONS:

1. What is Hegarty attempting to accomplish with the Balance Scorecard?

Michael Hegarty, head of the Retail Bank Division of Chemical Banking Corporation was trying to accomplish a major cultural, organizational and strategic change in the Retail bank in order to transform the bank into a "customer focused organization" whose mission was to provide superior financial

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