STATEMENT OF THE PROBLEM

 How can Mrs. Portes make George improve his performance?

 What are other factors she must consider aside from focusing his attention to
George?
 What is the reason behind George’s behavior?
 How can he fix his own performance?

CASE FACTS

 First National Bank, one of the oldest and largest private universal banks, acquired
Express Bank, a medium-sized savings bank which was eventually renamed as First
National Express Bank.

 Employees of the Express Bank affected in Metro Manila were simply assigned to a
new department while employees from provincial branches were given the choice to
 either resign
One usual and receive
afternoon workseverance pay or to
rush in Fairview request
branch, Mr.toLeonardo
be transferred toaccounting
Go, the a position
in Metro
clerk, Manila.
noticed something unusual in the sheet that he was working at, so he called
George who is assigned in balancing all the transactions in the preceding stations.
 George Puno, a 35 year-old Banking and Finance graduate of Central Luzon College,
 worked
George atsaida that
provincial branchfind
he couldn’t of the
Express Bank for 3balance
corresponding years as a Proof
that wouldand Control
balance the
clerk.
figuresBeing
so hea decided
practicaltofamily
simplyman,
plug he chose
in the to request
missing to and
account be transferred to an
entered it as a
position
adjustinginentry.
Metro Manila as it assured him of a more stable income.

 He
Mrs.was transferred
Edith as abranch
Portes, the teller of an armored
manager, van George
directed team intothe Head
find the Office
missingBranch on
account.
June 1989, aand
It created on January
problem with1991, he decided
the other to apply
members at staff;
of the the Fairview branch
they stayed andafter
even was
accepted as auntil
office hours distributing clerk.was balanced and blamed him for making them stay
the account
longer.
 At the Fairview branch, George is known to his co-workers as a shy, distant, tactless
 and indifferent
He has becomeperson. He of
the butt didoffice
not develop friendships
jokes among in the workplace
his co-workers. He is and seems
labeled by
to care forashisthe
everyone jobslow
onlyworker.
in so far as it things
These remains a source
made Georgeof become
income for
morehim and his
distant to
family.
his co-workers.

 In his 2 years of working in Fairview branch, George’s Level A status as an employee

may now be changed to Level B but Mrs. Portes thinks his performance does not
merit promotion. She continuously makes ways to help George improve his
performance but the latter also continuously rejects her offers.

 Mrs. Portes refuses to fire George because she believes this would only be running
away from the problem.
SWOT ANALYSIS

Strengths: Weaknesses:

 Wide access to geographical areas  Failure to see other people’s

 Higher position on consumer banking accountability
aspect  Focuses on one person
 Good management  Failure to consider other factors
 Accountability affecting the main problem
 Listens to its people  Focuses on effects, not the causes
 Finds ways to encourage and  Lack of training
motivate employees
Opportunities: Threats:

 Wider area to access  Inefficient employees

 Technology  Emerging competitors
 Develop services  Changing regulations
 Emerging markets