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    Managing Queues in Bank Branches: BBVA Case (B)

    Flores Alonso, Juan Enrique ; Chinchetru, Iker ; Moscoso, Philip

    • Reference: P-1134-E

    • Year: 2012

    • Number of pages: 4

    • Geographic Setting: América del Norte, América del Sur

    • Publication Date: Dec 9, 2014

    • Source: IESE (España)

    • Type of Document: Case

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    Description

    Part (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.

    Learning Objective

    Using I-O curves and models for analyzing stochastic waiting lines.

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    Keywords

    Costs Service quality Flows Lines