個案資料
了解個案內容與學習目標，選擇授課教師及使用課程。
New Back Office Focuses on Customer Service
內容大綱
Citibank overhauled its service areas with a minicomputer and processing models copied from the manufacturing industry. However, this system was insufficient to provide personalized customer services. By decentralizing their system and reorganizing along market segments, the bank created National, World, and Industrial groups. The reorganization provides opportunities for advancement, better accountability of individual performance, and greater efficiency which markedly improves morale.