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Gestión de las colas en las oficinas bancarias: caso BBVA (B)
Flores Alonso, Juan Enrique; Chinchetru, Iker; Moscoso, PhilipCaso P-1134Servicios y operacionesLa 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.Desde 5,74 €
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Gestión de las colas en las oficinas bancarias: caso BBVA (A)
Flores Alonso, Juan Enrique; Chinchetru, Iker; Moscoso, PhilipCaso P-1133Servicios y operacionesEn 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.Desde 8,20 €
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Managing Queues in Bank Branches: BBVA Case (B)
Flores Alonso, Juan Enrique; Chinchetru, Iker; Moscoso, PhilipCaso P-1134-EServicios y operacionesPart (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.Desde 5,74 €
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Managing Queues in Bank Branches: BBVA Case (A)
Flores Alonso, Juan Enrique; Chinchetru, Iker; Moscoso, PhilipCaso P-1133-EServicios y operacionesIn 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.Desde 8,20 €
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Managing Queues in Bank Branches: BBVA Case (B) (Chinese Version)
Flores Alonso, Juan Enrique; Chinchetru, Iker; Moscoso, PhilipCaso P-1134-ZHServicios y operacionesPart (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.Desde 5,74 €
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Managing Queues in Bank Branches: BBVA Case (A) (Chinese Version)
Flores Alonso, Juan Enrique; Chinchetru, Iker; Moscoso, PhilipCaso P-1133-ZHServicios y operacionesIn 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.Desde 8,20 €
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DHL Global Forwarding: Consolidation Program
Kedar P. Joshi; Debmallya ChatterjeeCaso IVEY-9B17D005-EDirección estratégica, Servicios y operacionesOn October 13, 2015, the regional director of DHL Global Forwarding (DGF) was reviewing reports in preparation for a team meeting in Bengaluru, India. DGF provided air and ocean freight forwarding services. In September, the regional director’s team had successfully rolled out a new consolidation program in three Indian cities: Hyderabad, Bengaluru, and Chennai. While glancing through the respective consolidation teams’ reports, however, several ...Desde 8,20 €
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DVMS Power Electronics Private Limited: Capacity Analysis - Teaching Note
Kedar P. Joshi; Vasanth Kamath VP; Mohnish GulveNota del Instructor IVEY-8B17D025-EServicios y operacionesTeaching note for product 9B17D025.Desde 0,00 €
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DVMS Power Electronics Private Limited: Capacity Analysis
Kedar P. Joshi; Vasanth Kamath VP; Mohnish GulveCaso IVEY-9B17D025-EServicios y operacionesIn 2016, the deputy general manager of operations at DVMS Power Electronics Private Limited (DVMS) in Gujarat, India, was faced with a problem at the company’s transformer plant. In recent years, amidst growing demand, the company had experienced low manufacturing capacity and was often unable to fill customer orders. Various stakeholders expressed their concerns about failing service levels. The deputy general manager was considering additional ...Desde 8,20 €