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The purpose of this paper is to illustrate a business process modelling approach based on: the incorporation of the best practices in the industry; higher reliability standards for operation; real‐time settlement; improved security; and transparency in the process and information handling.

This novel process modelling considers three major phases. First, devising a new operating model covering the following main aspects: core services, secondary services, support services, common processes for all services and, system interaction with the national and international financial markets. Second, modelling of the redesigned business processes. Third, construction of a new system.

Significant improvements in the five attributes mentioned above were achieved by incorporating a straight‐through continuous processing model with a single entry and exit channel, a new account structure, an intelligent pre‐settlement process, and by stressing transparency in every process (system log).

The illustrated methodology represents close to 10,000 work‐hours of research and consultancy at the Mexican central securities depository –CSD (INDEVAL). Although, arithmetic results are case specific, insight knowledge can be easily adapted on other CSD worldwide.

International standards as well as the best international practices were incorporated in the new system. Hence, the operation of INDEVAL will be in the leading edge of financial systems.

The present contribution illustrates a comprehensive re‐design of a complex business environment. One of the most innovative proposals for this new model was the new pre‐settlement module which optimizes the settlement process. Moreover, the incorporation of a straight‐through continuous processing model for a securities depository provides a transparent and efficient operation for a CSD.

The purpose of this paper is to investigate similar and different wayfinding strategies used by novice and expert patrons at an academic library.

The study employed a usability study approach. In total, 12 people, places, or things were identified as important for students to be able to locate within an academic library. Students from one of three groups (high school, freshmen, and seniors) were randomly assigned a scenario requiring them to find the indicated person, place, or thing. Student researchers video recorded participants and took field notes during the wayfinding activity and conducted an interview about participant’s experience following the exercise.

Total and average time needed to locate the person, place, or thing indicated in the scenario were determined for each group. In addition, wayfinding tools (signs, maps, help desks, technology, and experience) used by participants were identified.

The research compares novice and expert wayfinding strategies. It is unique in its use of student researchers as part of a sociology class project, to collect and analyze the data.

This chapter examines the considerations weighed by armed actors in responding to civilian demands in three Colombian peace territories, where residents have engaged in civil resistance against armed violence and negotiated with armed actors to reduce such violence. It does so mainly on the basis of data from fieldwork, including interviews with former or current members of armed groups who operated in the areas under study, and other actors. We find that armed actors weighed political, security, economic and normative considerations when faced with civilian demands and that the armed actors’ relative dependence on civilians regarding these four aspects influenced these actors’ responses.

While recent research has established that businesses can benefit from engaging with people at the bottom of the pyramid (BOP), the authors know little about the practices that managers can use to effectively strategize this ethically sound and financially attractive proposition and turn it into new business.

To address this gap, the authors reported on an action research study in which the authors collaborated with a major Mexican agribusiness, ANSA, to expand its market through value co-creation with the country’s poorest farmers. To shape the strategizing, the authors combined dynamic capability theory and options theory, and the authors used the asset hexagon framework to understand the BOP population’s needs.

The authors offer a detailed account of how ANSA’s management team collaborated downstream with distributors and farmers and upstream with suppliers to grow a new micro-franchise business that increases the well-being of the poorest farmers and creates additional business opportunities. The research describes how firms can strategize and implement new business ventures for co-creating value with the BOP population. The results are a process model and related propositions for strategizing value co-creation with BOP.

The authors offer new empirical insights, a grounded process model and model-related propositions on strategizing BOP options. As such, the study contributes to the BOP literature by joining critical ethics with actionable knowledge of how such efforts may unfold and by demonstrating how theory may be enacted and developed in the process.

This study aims to analyze the contribution of tourist event and satisfaction with tourism events as a product of regional tourism competitiveness, as well as evaluate factors of competitiveness.

The research followed a quantitative methodology by conducting a questionnaire on the four largest tourist events in Madeira (Carnival, Flower Festival, Atlantic Festival and Wine Festival), an insular island located in Portugal.

The sample consisted of 2,262 tourists surveyed during the year 2017 and structural equation models were used as the statistical method. Results showed that satisfaction is reflected in the client's loyalty to the choice of a tourist destination and also contributes directly and indirectly to the regional tourist competitiveness.

This study contributes to the valorization of local and regional events, perceived by the level of satisfaction and loyalty of tourists, as products of regional competitiveness of a tourist destination.

The purpose of this paper is to explore the contribution of informal settlements to a tourism strategy and to city branding. It takes the case of Medellin, Colombia, which in recent years has developed several projects in their barrios using a policy called: “social urbanism”.

The paper is based on a case study, that of “social urbanism” in Medellin, and the relationship with what is called slum tourism and city branding. After a brief theoretical exploration about informal settlements in Latin America, slum tourism and city branding; the paper presents the urban and social transformation of Medellin's dangerous and stigmatized barrios with the “social urbanism” policy. Then the relationship between social urbanism, informal settlements and city branding is discussed.

Medellin, perhaps without noticing or anticipating, has found a role for informal settlements in branding the city, and promoting tourism to those areas. With “social urbanism”, it is also helping to build an image of the city more authentic and distinguishable from other cities in Colombia and Latin America.

The paper explores two themes that are considered nearly opposite: informal settlements and city branding. It discusses how a city in Colombia might have found a way to link them together with interesting results.