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Published by:
IBS Center for Management Research (2014)
Revision date:
11 pages
Data source:
Generalised experience


This case is based on an actual incident that happened in a bank in North America. The case has been fictionalised to fit the comic book format. The interesting graphic case format, will engage the students/ trainees and help them explore concepts, issues and challenges in policy and procedure management, ethics and compliance, and even other related issues in customer relationship management in a service organisation. The case can also be in an ethics curriculum. The case is very suitable for use in executive education. The case works very well with another graphic case study ‘Firing a Hero?: A Graphic Case Study in Ethics and Compliance'.


Policy; Procedure; Policy and procedure management; Compliance; Ethics; Individual ethics; Customer service; Customer satisfaction; Customer Relationship Management (CRM); Banking; Graphic case; Comic book format
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