IESE (España)
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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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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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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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Liderar en tiempos de incertidumbre
Álvarez de Mon Pan de Soraluce, Santiago; Baucells Alibés, Manel; Gunther McGrath, Rita; Hunter, Richard; Weber, Martin; Westerman, GeorgeDossier DOS-1Decision Analysis, Entrepreneurship, Information Technologies, Leadership and People ManagementCuatro visiones sobre lo que necesitamos saber cuando desconocemos qué nos depara el mañana.Starting at €15.00
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Hable un idioma común sobre el riesgo en TI
Westerman, George; Hunter, RichardArticle ART-1446Information TechnologiesPese a que los riesgos en TI pueden comportar variadas consecuencias, pocos directivos se sienten cómodos discutiendo sobre la gestión del riesgo tecnológico. El riesgo es incertidumbre, y su gestión exige a los directivos racionalizar una serie de compromisos muy complejos. El modelo presentado por los autores propone un lenguaje común para que directivos y responsables de TI puedan identificar, analizar y gestionar los riesgos en TI de una mane...Starting at €8.20
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Developing a Common Language About IT Risk
Hunter, Richard; Westerman, GeorgeArticle ART-1446-EInformation TechnologiesAlthough IT risk can have wide-ranging business consequences, few executives feel comfortable discussing it. Risk is uncertainty, and addressing IT risk seems to require making sense of complex technical issues. In reality, executive-level trade-offs around IT risk are managerial, not technical. The Four A Framework of Availability, Access, Accuracy and Agility provides a common language you and your IT managers can use to manage IT risks without...Starting at €8.20
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Gestión de las colas en las oficinas bancarias: caso BBVA (A)
Flores Alonso, Juan Enrique; Chinchetru, Iker; Moscoso, PhilipCase P-1133Service and Operations ManagementEn 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.Starting at €8.20
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Managing Queues in Bank Branches: BBVA Case (B)
Flores Alonso, Juan Enrique; Chinchetru, Iker; Moscoso, PhilipCase P-1134-EService and Operations ManagementPart (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.Starting at €5.74
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Managing Queues in Bank Branches: BBVA Case (B) (Chinese Version)
Flores Alonso, Juan Enrique; Chinchetru, Iker; Moscoso, PhilipCase P-1134-ZHService and Operations ManagementPart (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.Starting at €5.74
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Leading in times of Uncertainty
Álvarez de Mon Pan de Soraluce, Santiago; Baucells Alibés, Manel; Gunther McGrath, Rita; Hunter, Richard; Weber, Martin; Westerman, GeorgeDossier DOS-1-EDecision Analysis, Entrepreneurship, Information Technologies, Leadership and People ManagementInternational experts highlight what you need to know - when you don't know what tomorrow might bring.Starting at €15.00