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IESE (España)
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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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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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El futuro de las finanzas
Giné, Mireia; Antón, Miguel; Eufinger, Christian; Cowton, ChristopherDossier DOS-38FinanceDiez años después del inicio de la crisis que azotó el sistema financiero mundial, asistimos a la reconfiguración del sector. Descubre las claves para sacar el máximo partido de las finanzas del futuro.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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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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En busca del banquero virtuoso
Cowton, ChristopherArticle ART-3202Business Ethics and Corporate Social Responsibility, FinanceA pesar de que algo se ha avanzado en los últimos diez años, los mecanismos introducidos para prevenir otra crisis financiera global olvidan aspectos tan importantes como la cultura corporativa o la conducta individual. Por ejemplo, aún carecemos de una definición consensuada de qué es un buen banco o un buen banquero. Christopher Cowton invita a los profesionales de la banca a revisar sus valores y relaciones con los grupos de interés para encon...Starting at €8.20
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In Search of the Virtuous Banker
Cowton, ChristopherArticle ART-3202-EBusiness Ethics and Corporate Social Responsibility, FinanceDespite some progress over the past 10 years, the controls put in place to prevent another global financial crisis fail to address two key concerns: corporate culture and individual character. There's still a lot of work to be done to define and agree what makes a good bank as well as a good banker. The author, an internationally recognized scholar in business and financial ethics, believes a return to the ancient moral philosophy of virtue ethic...Starting at €8.20
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The Future of Finance
Giné, Mireia; Antón, Miguel; Eufinger, Christian; Cowton, ChristopherDossier DOS-38-EFinanceOn the 25th anniversary of the Center for International Finance, this dossier reflects on the big ideas shaping the future.Starting at €15.00