Description
In 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.
Learning Objective
This case deals with waiting line management. Part (A) is more conceptual and can be used in a development program. Part (B) lays out a quantitative analysis of two situations and is more oriented toward Master's programs.