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Case

Gestión de las colas en las oficinas bancarias: caso BBVA (A)

By Flores Alonso, Juan Enrique / Chinchetru, Iker / Moscoso, Philip

En 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.

Collection: IESE (España)

Ref: P-1133

Number of pages: 17

Publication Date: Dec 9, 2014

Language: Spanish, English, Chinese

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Description

Year: 2012 en adelante

Geographic Setting: América del Norte, América del Sur, España

Industry Setting: Financiero

Learning Objective

Este caso aborda la gestión de las colas. La parte (A) es más conceptual y puede utilizarse en un programa de perfeccionamiento. La parte (B) plantea el análisis cuantitativo de dos situaciones y está más enfocado en programas de máster.

Gestión de las colas en las oficinas bancarias: caso BBVA (A)

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Gestión de las colas en las oficinas bancarias: caso BBVA (A)

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Gestión de las colas en las oficinas bancarias: caso BBVA (A)

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