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Compact case
Case
-
Reference no. IMD-5-0475
Subject category: Marketing
Authors: Dominique Turpin (International Institute for Management Development (IMD)); Giana Klaas (International Institute for Management Development (IMD))
Published by: International Institute for Management Development (IMD)
Originally published in: 1995
Version: 02.05.2008
Length: 3 pages
Data source: Field research
Topics: Service management; Employee motivation
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Abstract

This is the second of a six-case series (IMD-5-0474 to IMD-5-0479). In case (B) the Quality Committee decides to call in an external consultant from a leading consulting firm (MSR) specialised in customer service, for advice on how results could be achieved. He prepares the first steps of the quality programme: an analysis of the bank''s customers. This case was previously numbered 596-060-1.
Location:
Hong Kong
Industry:
Banking
Other setting(s):
1993
Case
-
Reference no. IMD-5-0474
Subject category: Marketing
Authors: Dominique Turpin (International Institute for Management Development (IMD)); Giana Klaas (International Institute for Management Development (IMD))
Published by: International Institute for Management Development (IMD)
Originally published in: 1995
Version: 02.05.2008
Length: 6 pages
Data source: Field research
Topics: Service management; Employee motivation
View full details
Case
-
Reference no. IMD-5-0476
Subject category: Marketing
Authors: Dominique Turpin (International Institute for Management Development (IMD)); Giana Klaas (International Institute for Management Development (IMD))
Published by: International Institute for Management Development (IMD)
Originally published in: 1995
Version: 02.05.2008
Length: 11 pages
Data source: Field research
Topics: Service management; Employee motivation
View full details
Compact case
Case
-
Reference no. IMD-5-0477
Subject category: Marketing
Authors: Dominique Turpin (International Institute for Management Development (IMD)); Giana Klaas (International Institute for Management Development (IMD))
Published by: International Institute for Management Development (IMD)
Originally published in: 1995
Version: 02.05.2008
Length: 4 pages
Data source: Field research
Topics: Service management; Employee motivation
View full details
Compact case
Case
-
Reference no. IMD-5-0478
Subject category: Marketing
Authors: Dominique Turpin (International Institute for Management Development (IMD)); Giana Klaas (International Institute for Management Development (IMD))
Published by: International Institute for Management Development (IMD)
Originally published in: 1995
Version: 02.05.2008
Length: 2 pages
Data source: Field research
Topics: Service management; Employee motivation
View full details
Compact case
Case
-
Reference no. IMD-5-0479
Subject category: Marketing
Authors: Dominique Turpin (International Institute for Management Development (IMD)); Giana Klaas (International Institute for Management Development (IMD))
Published by: International Institute for Management Development (IMD)
Originally published in: 1995
Version: 02.05.2008
Length: 1 pages
Data source: Field research
Topics: Service management; Employee motivation
View full details

About

Abstract

This is the second of a six-case series (IMD-5-0474 to IMD-5-0479). In case (B) the Quality Committee decides to call in an external consultant from a leading consulting firm (MSR) specialised in customer service, for advice on how results could be achieved. He prepares the first steps of the quality programme: an analysis of the bank''s customers. This case was previously numbered 596-060-1.

Settings

Location:
Hong Kong
Industry:
Banking
Other setting(s):
1993

Related

Case
-
Reference no. IMD-5-0474
Subject category: Marketing
Authors: Dominique Turpin (International Institute for Management Development (IMD)); Giana Klaas (International Institute for Management Development (IMD))
Published by: International Institute for Management Development (IMD)
Originally published in: 1995
Version: 02.05.2008
Length: 6 pages
Data source: Field research
Topics: Service management; Employee motivation
View full details
Case
-
Reference no. IMD-5-0476
Subject category: Marketing
Authors: Dominique Turpin (International Institute for Management Development (IMD)); Giana Klaas (International Institute for Management Development (IMD))
Published by: International Institute for Management Development (IMD)
Originally published in: 1995
Version: 02.05.2008
Length: 11 pages
Data source: Field research
Topics: Service management; Employee motivation
View full details
Compact case
Case
-
Reference no. IMD-5-0477
Subject category: Marketing
Authors: Dominique Turpin (International Institute for Management Development (IMD)); Giana Klaas (International Institute for Management Development (IMD))
Published by: International Institute for Management Development (IMD)
Originally published in: 1995
Version: 02.05.2008
Length: 4 pages
Data source: Field research
Topics: Service management; Employee motivation
View full details
Compact case
Case
-
Reference no. IMD-5-0478
Subject category: Marketing
Authors: Dominique Turpin (International Institute for Management Development (IMD)); Giana Klaas (International Institute for Management Development (IMD))
Published by: International Institute for Management Development (IMD)
Originally published in: 1995
Version: 02.05.2008
Length: 2 pages
Data source: Field research
Topics: Service management; Employee motivation
View full details
Compact case
Case
-
Reference no. IMD-5-0479
Subject category: Marketing
Authors: Dominique Turpin (International Institute for Management Development (IMD)); Giana Klaas (International Institute for Management Development (IMD))
Published by: International Institute for Management Development (IMD)
Originally published in: 1995
Version: 02.05.2008
Length: 1 pages
Data source: Field research
Topics: Service management; Employee motivation
View full details