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A Service Model for Cultural Excellence
Muñoz-Seca Fernández-Cuesta, BeatrizArticle ART-2080-EKnowledge and Communication, Service and Operations ManagementCulture, that intrinsic expression of humankind, has somehow grown remote from the general public. Arts and cultural institutions, just like their business counterparts, urgently need to find new audiences, meet changing demands and consider their business models afresh. The whole sector needs to reinvent itself, says the author. But how? Beatriz Muñoz-Seca recommends that arts and cultural institutions focus not so much on their products as on c...Starting at €8.20
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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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Action Variables (Portuguese Version, Brazil)
Muñoz-Seca Fernández-Cuesta, Beatriz; Riverola, JosepTechnical Note PN-411-PBService and Operations ManagementThe technical note discusses the six action variables of a trading system: processes, capacity, flows, human resources, information system, and conflict resolution system.Starting at €8.20
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Un modelo de servicio para la excelencia cultural
Muñoz-Seca Fernández-Cuesta, BeatrizArticle ART-2080Knowledge and Communication, Service and Operations ManagementLa cultura se ha alejado de la sociedad. Las instituciones culturales, al igual que las empresariales, necesitan urgentemente hallar nuevas audiencias, satisfacer los cambios en la demanda y repensar sus modelos de negocio. Según Beatriz Muñoz-Seca, todo el sector ha de reinventarse. Pero, ¿cómo? la autora recomienda no centrarse tanto en los productos como en crear experiencias más enriquecedoras para el cliente. Para ello propone la Secuencia d...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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The Service Activity Sequence (SAS) (Portuguese Version, Brazil)
Muñoz-Seca Fernández-Cuesta, BeatrizTechnical Note PN-481-PBService and Operations ManagementThe SAS describes the activities to transform an idea to a service delivery reality that is in constant change. It acknowledges a service as an unfinished proposal that needs constant tuning. The SAS has to be configured to pursue the company¿s strategic proposal. It will respond to the strategy by generating a materialized service that provides reality to the strategic intent. But, an ¿alive¿ service that is in constant movement. The SAS has eig...Starting at €8.20