Describes how Bankinter, average Spanish banks have changed the information contained in the disposal of its customers facing employees. In the spring of 2003, Bankinter introduced Excel-based program called mortgage simulator that helps branch managers to calculate the cost of mortgages and consumer value of life assessment (CLV). Facilitates discussion of the effects of such changes to the information set for the employees when the incentives and decision rights remain unchanged. Also discusses tradeoffs faced by frontline staff as they divide their efforts between reaching new customers and increasing the number of cross-selling to existing customers. "Hide
on F. Asis Martinez-Jerez, Katherine Miller Source: Harvard Business School 13 pages. Publication Date: 04 May 2007. Prod. #: 107070-PDF-ENG
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