Workshop
Quality and Innovation
in the Provision of Financial Services
During the past few years the landscape of financial services has experienced
major changes, including for example, the growing role of technology and
the Internet, he changing behaviour on the part of consumers who demand
anytime-anywhere delivery of financial services, the redefinition of traditional
distribution channels on delivery, and the need for rapid introduction
of new products and services.
This Workshop presents the latest in management thinking on how to overcome
the challenges and benefit from the opportunities that result from such
changes. More specifically, the workshop will present and discuss state-of-the-art
issues on customer satisfaction, new service development,
new delivery channels, and web-based financial services.
Participants will also be given the opportunity to strengthen their understanding
of the concepts presented, through the participation in a computer simulation
game and the discussion of real life cases.
Programme
Day 1 February 20th, 9.00am -- 5.00 pm
Andreas C. Soteriou, University of Cyprus
(am session) Quality and Customer Satisfaction in Financial Services:
Measurement, Systems Thinking, and Current Challenges
Paulina Papastathopoulou, Athens University of Economics and Business
(PM session) Financial Innovation and New Products: New Service
Development, New Delivery Channels
Day 2 February 21st, 9.00 am -- 5.00 PM
Stavros A. Zenios, University of Cyprus and the Wharton School
(am session) Operations and Innovation in Financial Services
S. A. Zenios, A. C. Soteriou and P. Papastathopoulou
(PM session) Case Studies and Discussion:
RGP Financial Services (computer simulation case)
A case in new product development from Greek banking
Personal and Financial Advisor on the Web for Italy and beyond
Venue
Cyprus International Conference Center
The Speakers
Dr. Stavros A. Zenios is Professor
of Finance and Management Science at the University of Cyprus, Director
of the HERMES Center of Excellence on Computational Finance & Economics,
and Director of RiskLab (Cyprus) at the Cyprus International Institute
of Management. He is also a Senior Fellow, The Wharton School, University
of Pennsylvania. Dr. Zenios is known internationally for his work in financial
engineering, risk management and financial services, highperformance and
parallel computations, and operations research. In his career he authored
two books, edited twelve books and journal issues, and (co) authored over
130 scholarly articles in some of the premier journals in the field. He
holds two US patents on financial engineering methods. His book with Yair
Censor Parallel Optimization received the 1999 ICS prize of the Institute
of Operations Research and the Management Sciences. His article with A.
Soteriou in Management Science on banking Services received the Best Paper
Award from the Decision Sciences Institute in 1999.
Dr. Andreas C. Soteriou
is an Associate Professor of Operations Management at the University of
Cyprus. He received his Ph.D. from the University of Southern California
in Los Angeles. His primary research interests focus on the areas of service
operations management and the improvement of quality and customer satisfaction
in services. His research has appeared in a number of international journals
and received different awards, such as a Best Paper Award from the Decision
Sciences Institute in 1999 (with S.A. Zenios) and a Best Application Paper
Award from the Decision Sciences Institute in San Francisco, 1995 (with
R.B. Chase). He is currently an Associate Editor for the Journal of Applied
Mathematics and Decision Sciences, a member of the Governance Board of
the European Operations Management Association (EurOMA), and a member
of the Editorial Review Board of the Journal of Operations Management.
He has consulted widely in different service organizations on issues related
to customer satisfaction.
Dr. Paulina Papastathopoulou is an
Assistant Professor of Marketing at the Athens University of Economics
and Business. Her research interests fall in the areas of new service
development in the financial services industry. Her work has been published
in various academic journals such as the Journal of Marketing Management,
Journal of Euromarketing, Journal of Financial Services Marketing, and
the International Journal of Services Marketing. Dr. Papastathopoulou
has given numerous presentations and has consulted widely in the financial
services industry on issues of new service development.
|
