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Breaking the Trade-Off Between Efficiency and Service (Spanish version)
Frei, Frances X.Article HBS-R0611EService and Operations Managementdiagnosing the behavioral problem, designing an operating role for customers that creates new value for both parties, and testing and refining approaches for influencing behavior.Starting at €8.20
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Pilgrim Bank (B): Customer Retention (Spanish Version)
Frei, Frances X.Case HBS-605S19Service and Operations ManagementComplementa el caso (A).Starting at €5.74
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Field Service for Corporate Clients (Spanish version)
Frei, Frances X.; Edmondson, Amy C.; Hajim, CoreyCase HBS-606S38Used as part of the first module of a course on Managing Service Operations, which addresses managing the operating role of customers (606-032). Explores the highly successful PC and low-end server manufacturer's entry into the large-scale server market in the United States. A key difference of this new market is the intense service element required to support the larger hardware. Specifically, the industry standard is to have a technician onsite...Starting at €8.20
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Managing Employee Retention (Spanish version)
Frei, Frances X.; Campbell, DennisCase HBS-607S04Service and Operations ManagementUsed as part of the third module of a course on Managing Service Operations, which addresses how managers can inform their decisions with customer data (606-097). Provides a retailing context in which employee retention strategies are explored through analyzing detailed store-level data.Starting at €8.20
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Innovation at Progressive (B): Homeowners Insurance (Spanish Version)
Frei, Frances X.; Rodriguez-Farrar, HannaCase HBS-608S05Service and Operations ManagementAnaliza si progresivo, estrictamente una compañía de seguros de automóviles, debe entrar en el mercado de seguros del dueño de la casa. La decisión fundamental es si las competencias que hicieron progresiva a tener éxito en la industria de seguros de automóviles se puede traducir en la industria de seguros del dueño de la casa.Starting at €5.74
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Store24 (B): Service Quality and Employee Skills (Spanish Version)
Frei, Frances X.; Campbell, DennisCase HBS-614S06Service and Operations ManagementComplementa el caso (A).Starting at €5.74
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Basel II: Operational Risk in Financial Institutions
Soley, Jorge; Rahnema Alavi, AhmadTechnical Note FN-537-EFinance, Service and Operations ManagementThis note explains the concept of operational risk in financial entities. This new concept has been introduced by Basel II as a new requirement in the calculation of the own funds required by financial entities in order to achieve a more solvent financial system. Operational risk is understood to mean "The risk of losses resulting from inadequate and/or erroneous internal processes, personnel, systems or external events." Companies' results, and ...Starting at €8.20
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State Finance Agencies
Soley, JorgeTechnical Note FN-400-EFinanceIn many countries; in practically all of Europe, most of Latin America, and even in the U.S., there are financial agencies, which normally act as credit agencies, and which are used to finance: Medium to long-term credit operations in strategic projects in the country, and as development banks, supporting the formation of fixed capital and the intermediation of companies, especially SMEs.Starting at €8.20
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Corporate Governance of Credit Institutions
Soley, Jorge; Liechtenstein, HeinrichTechnical Note FN-544-EFinanceThe note reviews the main corporate governance rules worldwide for listed banks: the OECD Principles, the IOSCO (International Organization of Securities Commissions) Principles, the Financial Services Action Plan in the EU, and the Sarbanes-Oxley Act in the US. It continues with a discussion of the Basel Committee recommendations on corporate governance in banks. The application of the general rules to the particular circumstances of the banking...Starting at €8.20
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Value at Risk (VaR) as a Risk Measure in the Treasury and Capital Markets Area
Soley, JorgeTechnical Note FN-433-EFinanceThis note analyzes the VaR (Value at Risk) method used to evaluate risks incurred by credit institutions' financial and capital market activities. It explains the different methods used for calculating VaR, and the contributions of VaR to compliance with the regulatory framework, the measurement of market risks, the evaluation of the management and of the limits on negotiation portfolios.Starting at €8.20