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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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Dipronor, S.L. (A)
Maeztu J. P.; Fontrodona, JoanCase TD-91-EBusiness Ethics and Corporate Social ResponsibilityAlejandro Rodríguez, general manager of Dipronor, S.L., suspects that two of his subordinates have demanded or accepted commissions from suppliers. Overwhelmed with work, Alejandro had not realized this was going on. The project they are working on has three months to go and these two people are vital to its completion. The case raises the question of how Alejandro should deal with them and with the suppliers involved.Starting at €8.20
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Promoinsa
Fontrodona, Joan; Martín del Arco, G.Case TD-105Business Ethics and Corporate Social ResponsibilityAlejandro está trabajando en Promoinsa, una empresa inmobiliaria propiedad del Sr. Calpe. Además de los negocios inmobiliarios, el Sr. Calpe es el principal promotor de una fundación que se dedica a prestar diversas ayudas humanitarias. Alejandro está desconcertado ante algunas de las acciones del Sr. Calpe para pagar menos impuestos. Cuando acude al Sr. Calpe a preguntarle por qué actúa así, éste le dice que ya paga suficientes impuestos y que é...Starting at €8.20
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Dipronor, S.L. (A)
Maeztu J. P.; Fontrodona, JoanCase TD-91Business Ethics and Corporate Social ResponsibilityAlejandro Rodríguez, gerente de Dipronor, S.L., sospecha que dos subordinados suyos han pedido o aceptado comisiones de empresas proveedoras. Alejandro, que vive en otra ciudad y está abrumado por el trabajo, no se ha dado cuenta hasta ahora. Faltan tres meses para acabar la obra en la que está trabajando, y estos colaboradores le resultan imprescindibles. Se plantea cómo actuar con ellos y con los proveedores implicados.Starting at €8.20
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Dipronor, S.L. (C)
Maeztu J. P.; Fontrodona, JoanCase TD-93Business Ethics and Corporate Social ResponsibilitySe describe la decisión que adopta Alejandro, y la conversación que tiene con su cliente.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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Preventing slippery slope
Fontrodona, JoanTechnical Note BEN-160-EBusiness Ethics and Corporate Social ResponsibilityThe slippery slope illustrates how an initial, seemingly ethical action can trigger unintended events or consequences, leading to increasingly problematic or extreme situations. The slippery slope is relevant to both individuals and organizations. Therefore, some recommendations are given for safely moving along the slippery slope, and some actions are suggested for companies to support their employees in such situations.Starting at €8.20
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Walk the Talk: Managing With Integrity
Fontrodona, Joan; Sanz Fernández, Pablo; Aznar, Enrique; Vaccaro, Antonino; Kleinhempel, MatthiasDossier DOS-27-EBusiness Ethics and Corporate Social ResponsibilityMore than going in the same direction, make sure you're going in the right direction.Starting at €15.00
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Marshall Bradley en Hoffman & Lucas (A)
Fontrodona, Joan; Caputo N.; Harder J.; Torres, Maximilian B.Case BE-220Business Ethics and Corporate Social ResponsibilityMarshall Bradley es un popular ejecutivo de una importante empresa estadounidense de relaciones públicas. Sin embargo, la situación se complica cuando es acusado por su ayudante, Alice Reed, de acoso sexual, lo que tiene su origen en un abuso de poder por parte de Marshall. Sustituye al caso TD-147 del mismo nombre de Nina Caputo, Maximilian Torres y Joseph Harden.Starting at €8.20