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Managing Queues in Bank Branches: BBVA Case (A) (Chinese Version)
Flores Alonso, Juan Enrique; Chinchetru, Iker; Moscoso, PhilipCase P-1133-ZHService and Operations ManagementIn 2012, BBVA, one of the world's leading banks, is considering how to improve the operations of its bank branches in an effort to improve customer service while reducing costs - all while taking into account that it is a channel for which a more commercial approach is now desirable.Starting at €8.20
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Managing Queues in Bank Branches: BBVA Case (A)
Flores Alonso, Juan Enrique; Chinchetru, Iker; Moscoso, PhilipCase P-1133-EService and Operations ManagementIn 2012, BBVA, one of the world's leading banks, is considering how to improve the operations of its bank branches in an effort to improve customer service while reducing costs - all while taking into account that it is a channel for which a more commercial approach is now desirable.Starting at €8.20
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Gestión de las colas en las oficinas bancarias: caso BBVA (B)
Flores Alonso, Juan Enrique; Chinchetru, Iker; Moscoso, PhilipCase P-1134Service and Operations ManagementLa parte (B) del caso presenta dos problemáticas concretas que permiten la aplicación de las pertinentes herramientas de análisis. En primer lugar, se trata de analizar el impacto en las esperas de los clientes de la ausencia temporal de empleados, y, en segundo lugar, de comparar el servicio ofrecido por empelados experimentados o principiantes.Starting at €5.74
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Lecciones de crecimiento de los mercados emergentes
Thurik, RoyArticle ART-1818EconomicsLos directivos de empresas en países emergentes se encuentran en un periodo de transición. Ante la perspectiva de un menor crecimiento, las empresas pequeñas y jóvenes lideran el paso del modelo económico industrial al nuevo motor del crecimiento: la economía emprendedora. Visto que las diferencias en las tasas de crecimiento de los distintos países en vías de desarrollo están relacionadas con el ritmo al que apuestan por la energía emprendedora,...Starting at €8.20
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Managing Queues in Bank Branches: BBVA Case (B) (Chinese Version)
Flores Alonso, Juan Enrique; Chinchetru, Iker; Moscoso, PhilipCase P-1134-ZHService and Operations ManagementPart (B) of the case presents two specific problems which allow for the application of relevant tools for analysis. The first aim is to analyze the impact of temporary employee absences on customer waiting times and the second is to compare the service offered by experienced cashiers vs. beginners.Starting at €5.74
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Prepárese para volver a crecer
Dávila Parra, Antonio; Foster, George; Liedtka J. M.; Prats Moreno, Mª Julia; Sosna, Marc; Thurik, RoyDossier DOS-6Accounting and Control, Economics, Entrepreneurship, Leadership and People ManagementNo importa el momento. Crecer siempre es posible. Abone el terreno, siembre creatividad y recogerá los frutos.Starting at €15.00
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Growth: Making it Happen
Dávila Parra, Antonio; Foster, George; Liedtka J. M.; Prats Moreno, Mª Julia; Sosna, Marc; Thurik, RoyDossier DOS-6-EAccounting and Control, Economics, Entrepreneurship, Leadership and People ManagementNo matter the season, harvesting value is possible. Prepare the ground, sow creativity and reap the rewards.Starting at €15.00
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Gestión de las colas en las oficinas bancarias: caso BBVA (A)
Flores Alonso, Juan Enrique; Chinchetru, Iker; Moscoso, PhilipCase P-1133Service and Operations ManagementEn el año 2012, el banco BBVA, uno de los principales a nivel mundial, se plantea cómo mejorar la operativa de sus oficinas bancarias de forma que prospere el servicio al cliente, a la vez que se reducen los costes. Todo ello teniendo en cuenta que es un canal al que se desea darle un enfoque más comercial en la actualidad.Starting at €8.20
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Managing Queues in Bank Branches: BBVA Case (B)
Flores Alonso, Juan Enrique; Chinchetru, Iker; Moscoso, PhilipCase P-1134-EService and Operations ManagementPart (B) of the case presents two specific problems which allow for the application of relevant tools for analysis. The first aim is to analyze the impact of temporary employee absences on customer waiting times and the second is to compare the service offered by experienced cashiers vs. beginners.Starting at €5.74
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Learn From Each Other on the Path to Growth
Thurik, RoyArticle ART-1818-EEconomicsThose who manage companies in developing countries find themselves in a time of transition. Faced with the prospect of declining growth, small and young firms are leading the way forward from the previous, managed economic model toward an important new driver of growth: the entrepreneurial economy. Given that differences in growth rates in developing countries are related to differences in the speed with which these countries embrace entrepreneur...Starting at €8.20