The performance management of customer orientation in bank treasuries.

[摘要] This study attempts to establish what bank treasury dealers are measured and rewarded on ingeneral, and more specifically whether customer orientation factors are included as criteria ofmeasurement and reward in the performance management process, Furthermore, this studyattempts to establish the !evel of customer orientation in bank treasuries by utilising the Narverand Slater Marketing Orientation Scale (1990) and then makes a comparison between that leveland the degree to which it is managed by the pertormance management process in terms of bothrecognition and reward.To achieve this, a study was undertaken in two commercial banks and one merchant bank witha sample size of 70. A trIangulated study was undertaken with the initial qualitative phaseconsisting of pilot interviews with three senior treasury managers, one from each bank, as wellas an independent treasury consultant. Thereafter the quantitative study was undertakenutilising questionnaires distributed to each bank.The median, range and mean were utilised to determine whether or not customer orientation isincluded as a criteria of firstly, measurement and secondly reward in the performancemanagement process. Thereafter, the ANOVA technique was used to determine the significanceof the differences in the means. Sheffe's test of Multiple Palrwise Comparison of Means wasthen used to determine which means were different. The Spearman rank-order correlation wasused to analyse the relationship between the level of customer orientation as per the Narver andSlater Market Orientation Scale (1990), against firstly what the respondents are measured on intheir performance management process and secondly, what they are rewarded on.The findings generally indicate that some (but not all) of the customer orientation factors, areincluded in the performance rnanaqement process in South African bank treasuries to varyingdegrees.

[发布机构] University of the Witwatersrand