News & Highlights

  • July 2015
  • Alumni Events

HBS Faculty in Istanbul

Luis M. Viceira, George E. Bates Professor at HBS and Senior Associate Dean for International Development, and Dennis Campbell, Dwight P. Robinson, Jr. Professor of Business Administration gave remarks at an alumni event in Istanbul. Viceira presented on the current state of global acitivites at HBS and Campbell gave a presentation on "High Performance Culture by Design," informed by his own research.
  • 18 JUN 2015
  • HBS News

HBX Announces Agreement with Turkish University

HBS, Harvard Business School's Online Education Initiative announced in June an agreement with Turkey's Ozyegin University to enroll its admitted MBA students in the HBX Credential of Readiness (CORe) program to learn the fundamentals of business before they enter their Graduate School of Business.

New Research on the Region

  • February 2016
  • Case
  • Faculty Research

Bidding for Finansbank

By: David Scharfstein and Esel Çekin

Because of the deepening Greek crisis, in October 2015, National Bank of Greece (NBG) was required to sell one of its most valuable assets, Finansbank, the eighth largest Turkish bank. There were three potential buyers: Garanti Bank, Turkey's second largest private bank, which was owned by the Spanish bank BBVA; Qatar National Bank, with a strong footprint in the Middle East; and a private equity consortium led by Finansbank's previous owner and founder Husnu Ozyegin. Each of these potential buyers had different motivations for the purchase. NBG's motivations were to obtain the highest price and to close the deal as quickly as possible. The identity of the winning bidder would be critically important to the future of Finansbank and its employees. Who is likely to win the bidding, and will the winner be best for Finansbank's future?

  • November 2015
  • Case
  • Faculty Research

Allianz Turkey: Focus on the Customer (A)

By: W. Earl Sasser and Gamze Yucaoglu

At the age of 39, Solmaz Altın took over the helm at Allianz Turkey. Solmaz quickly realized that, although the insurance market was thinly penetrated in Turkey, the company was operating in a very competitive environment with pressure on prices and, hence, cost control. Consequently, customer satisfaction was suffering. Despite the growing Turkish economy and a favorable regulatory environment, Solmaz was struggling to grow the company without further sacrificing customer satisfaction or profitability. Used as part of a course on service excellence, the case provides an insurance context in which to explore the link between customer satisfaction and competitive performance and challenges the students to ponder the extent of the relationship between customer satisfaction and financial performance. In the (A) case, the Allianz Turkey executives focus their initial efforts on the claims process of the automobile insurance business—a lowly rated segment of the insurance industry by their policyholders. They begin by creating a map of the customer experience and then doing extensive consumer research to determine what really matters to the policyholder. The insights gleaned from the detailed consumer analysis are quite different than the original beliefs of the management team. Students must devise a new customer service model for the claims process based upon the customer analysis. The (B) case describes the new customer service model for the claims process and the resulting increase in customer satisfaction as measured by the Net Promoter Score (NPS) metric. Students must first decide whether the initial effort is a success and then develop a plan for the future.

  • November 2015
  • Teaching Material
  • Faculty Research

Allianz Turkey: Focus on the Customer (B)

By: W. Earl Sasser and Gamze Yucaoglu

At the age of 39, Solmaz Altın took over the helm at Allianz Turkey. Solmaz quickly realized that, although the insurance market was thinly penetrated in Turkey, the company was operating in a very competitive environment with pressure on prices and, hence, cost control. Consequently, customer satisfaction was suffering. Despite the growing Turkish economy and a favorable regulatory environment, Solmaz was struggling to grow the company without further sacrificing customer satisfaction or profitability. Used as part of a course on service excellence, the case provides an insurance context in which to explore the link between customer satisfaction and competitive performance and challenges the students to ponder the extent of the relationship between customer satisfaction and financial performance. In the (A) case, the Allianz Turkey executives focus their initial efforts on the claims process of the automobile insurance business—a lowly rated segment of the insurance industry by their policyholders. They begin by creating a map of the customer experience and then doing extensive consumer research to determine what really matters to the policyholder. The insights gleaned from the detailed consumer analysis are quite different than the original beliefs of the management team. Students must devise a new customer service model for the claims process based upon the customer analysis. The (B) case describes the new customer service model for the claims process and the resulting increase in customer satisfaction as measured by the Net Promoter Score (NPS) metric. Students must first decide whether the initial effort is a success and then develop a plan for the future.

See more research

Istanbul Staff

Esel Çekin
Executive Director
Yasemin Cagiltay
Educational Programs Manager
Eren Kuzucu
Research Associate
Zeynep Maggonul
Office Manager
Gamze Yucaoglu
Research Associate

Dubai Staff

Marc Homsy
Manager, Global Initiative, MENA Region

Tel Aviv Staff

Margot Eiran
Senior Researcher