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IESE (España)
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Manifiesto por una gestión empresarial más humana
Andreu Civit, Rafael; Rosanas Martí, Josep MariaArticle ART-2127Business Ethics and Corporate Social Responsibility, StrategyLa credibilidad de la empresa como institución está en mínimos históricos. La mayoría de las medidas prescritas no hacen sino pasar de puntillas por los problemas. Lo que se necesita realmente es una vuelta radical a los fundamentos de la dirección de empresas y de nuestros modelos económicos actuales. En este artículo los autores repasan las teorías y prácticas que nos han llevado hasta aquí y proponen siete pilares para avanzar hacia una gestió...Starting at €8.20
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Writing a Manifesto for Better Management
Andreu Civit, Rafael; Rosanas Martí, Josep MariaArticle ART-2127-EBusiness Ethics and Corporate Social Responsibility, StrategyThe litany of institutional, market and leadership failures that precipitated one of the worst economic crises in modern history is staggering. Yet efforts by policy makers and business leaders to improve matters have so far fallen short of whats truly needed, and do little but tinker at the very edges of the economic system. This article makes seven key recommendations to move us toward a more humanistic model of management, placing human value...Starting at €8.20
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Las genuinas responsabilidades de la dirección general
Andreu Civit, Rafael; Ricart Costa, Joan EnricArticle ART-2639Innovation and Change, Leadership and People Management, StrategyUn director general debe tocar muchas y muy variadas teclas. Pero no todas son igualmente relevantes. Los autores identifican cuatro grandes prioridades de la dirección general y otras tantas tareas básicas. Pero advierten que es imprescindible entenderlas y gestionarlas todas como un conjunto inseparable de elementos interdependientes cuya dinámica es especialmente relevante. Asimismo, señalan la necesidad de hacerlo con disciplina en las decisi...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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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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The Genuine Responsibilities of the CEO
Andreu Civit, Rafael; Ricart Costa, Joan EnricArticle ART-2639-EInnovation and Change, Leadership and People Management, StrategyA CEO must pull many levers, but not all are equally relevant. Based on hundreds of interviews they conducted with senior executives, the authors identify four main priorities for general management, corresponding with four primary tasks. They caution, however, that executives must understand and manage them all as an inseparable whole of interdependent, highly dynamic elements. They also emphasize that CEOs need to be disciplined in their decisi...Starting at €8.20
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Restoring the Human Side of Business
Andreu Civit, Rafael; Peus, Claudia; Pirson, Michael; Rosanas Martí, Josep Maria; Turnbull, ShannDossier DOS-13-EBusiness Ethics and Corporate Social Responsibility, StrategyThe business machine is broken. Strip away the mechanistic view of management and humanize the firm once again.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