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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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Ante grandes riesgos, grandes remedios
Bromiley, Philip; Rau, DevakiArticle ART-2817Decision Analysis, StrategyLa Gestión Integral del Riesgo (ERM) abarca todos y cada uno de los riesgos de una empresa. Suele generar una cantidad tan abrumadora de datos que distrae a los directivos de los riesgos estratégicos, aquellos realmente importantes, ya que amenazan la existencia de la compañía. Para no incurrir en una falsa sensación de seguridad, hay que entender bien las premisas y limitaciones de la ERM, un modelo que no solo es complejo, sino también costoso....Starting at €8.20
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A Better Way of Managing Major Risks
Bromiley, Philip; Rau, DevakiArticle ART-2817-EDecision Analysis, StrategyIn trying to identify all the risks a firm faces, managers can turn risk management into an overwhelming paper-processing exercise that distracts them from focusing on the risks that really matter -- namely, strategic ones that threaten the firm's existence. By not being able to grasp the assumptions and limitations of complex and costly Enterprise Risk Management (ERM) tools and models, managers may be operating under a false sense of security. ...Starting at €8.20
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Managing Risks Effectively
Bromiley, Philip; Rau, Devaki; Ormazabal, Gaizka; Henisz, Witold J.Dossier DOS-28-ECorporate Governance, Decision Analysis, StrategyRisk need not be so fearsome, provided you arm yourself with the winning advice of this dossier.Starting at €15.00
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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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Una gestión de riesgos efectiva
Bromiley, Philip; Rau, Devaki; Ormazabal, Gaizka; Henisz, Witold J.Dossier DOS-28Corporate Governance, Decision Analysis, StrategyHerramientas para transformar la incertidumbre empresarial en oportunidades.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