Publication: ESTRATEGIA PARA LA EXPANSIÓN DE SERVICIOS DE TI EN EL SECTOR BANCARIO: CASO PARTICULAR DE LA EMPRESA KIBERNUM
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Date
2019
Authors
LINEROS SALGADO, FRANCISCO EDUARDO
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Abstract
En la presente tesis se realiza el análisis de la operación de la empresa Kibernum en sus clientes bancarios respecto a la gestión de los servicios de outsourcing que ofrece, además se entrega un modelo estratégico para lograr la expansión de los servicios y la venta que realiza actualmente, mediante la aplicación de acciones que ayuden en obtención de los objetivos estratégicos.
En el primer capítulo se detalla el origen y el propósito del estudio, para lo cual se presenta la historia de la empresa junto a los números de la operación actual.
En el capítulo siguiente se describen los objetivos generales y específicos del estudio.
En el tercer capítulo se presenta el marco teórico sobre el cual se sustenta la tesis, mostrando datos del uso de las tecnologías de la información y como está posicionado Chile respecto a los países vecinos y el resto del mundo, se indica el crecimiento del negocio del outsourcing junto a sus ventajas y desventajas y el ranking de las empresas con mayores ingresos dado el uso de este modelo de operación, se muestra el impacto que tiene el outsourcing como modelo operacional en los bancos apuntando en mayor medida a los servicios de TI, se da un breve resumen de las nuevas tecnologías que impactarán en los bancos y las nuevas formas de operar de cara a su clientes y por último se muestra el modelo conceptual de la planificación estratégica.
En el cuarto capítulo se muestra el modelo de operación actual de Kibernum en sus clientes bancarios indicando las gerencias que participan, los equipos involucrados, las formas de operar y el método para el cobro de estos servicios.
Como quinto capítulo se entrega el modelo estratégico planteado considerando todas las etapas definidas por la literatura: Misión-Visión; Análisis FODA; Objetivos estratégicos; selección de estrategias; evaluación económica; diseño de planes estratégicos; implementación y control de estrategias. Con la puesta en marcha de estas estrategias, se busca alcanzar el objetivo principal de Kibernum, lograr expandir sus servicios dentro de sus clientes bancarios en un plazo de tres años.
En el último capítulo se presentan las conclusiones a las que se llegaron con el estudio.
This thesis, the analysis of the operation of the Kibernum company in its bank customers is performed with respect to the management of the outsourcing services it offers, in addition a strategic model is provided to achieve the expansion of the services and the current sale that is undertaken through the application of actions that help in obtaining the strategic objectives. In the first chapter, the origin and purpose of the study is detailed, for which the history of the company is presented along with the numbers of the current operation. In the next chapter the general and specific objectives of the study are described. In the third chapter, the theoretical framework on which the thesis is supported is presented, showing data on the use of information technologies and how Chile is positioned with regard to neighboring countries and the rest of the world, the growth of the outsourcing business along with its advantages and disadvantages are indicated and the ranking of the companies with the highest incomes given the use of this operation model, the impact that outsourcing has as an operational model in banks is shown, aiming to a greater extent IT services, a brief summary of the new technologies that will impact banks and new ways of operating for their clients is given, and finally, the conceptual model of strategic planning is shown. In the fourth chapter, Kibernum's current operating model in its banking clients is shown, indicating the managements involved, the equipment involved, the ways of operating and the method for charging for these services. As a fifth chapter, the strategic model proposed is presented, considering all the stages defined by the literature: Mission-Vision; SWOT Analysis; strategic objectives; selection of strategies; economic evaluation; design of strategic plans; implementation and control of strategies. With the implementation of these strategies, it is sought to achieve the main 7 objective of Kibernum, to expand its services within its bank customers over a period of three years. In the last chapter, the conclusions reached with the study are presented.
This thesis, the analysis of the operation of the Kibernum company in its bank customers is performed with respect to the management of the outsourcing services it offers, in addition a strategic model is provided to achieve the expansion of the services and the current sale that is undertaken through the application of actions that help in obtaining the strategic objectives. In the first chapter, the origin and purpose of the study is detailed, for which the history of the company is presented along with the numbers of the current operation. In the next chapter the general and specific objectives of the study are described. In the third chapter, the theoretical framework on which the thesis is supported is presented, showing data on the use of information technologies and how Chile is positioned with regard to neighboring countries and the rest of the world, the growth of the outsourcing business along with its advantages and disadvantages are indicated and the ranking of the companies with the highest incomes given the use of this operation model, the impact that outsourcing has as an operational model in banks is shown, aiming to a greater extent IT services, a brief summary of the new technologies that will impact banks and new ways of operating for their clients is given, and finally, the conceptual model of strategic planning is shown. In the fourth chapter, Kibernum's current operating model in its banking clients is shown, indicating the managements involved, the equipment involved, the ways of operating and the method for charging for these services. As a fifth chapter, the strategic model proposed is presented, considering all the stages defined by the literature: Mission-Vision; SWOT Analysis; strategic objectives; selection of strategies; economic evaluation; design of strategic plans; implementation and control of strategies. With the implementation of these strategies, it is sought to achieve the main 7 objective of Kibernum, to expand its services within its bank customers over a period of three years. In the last chapter, the conclusions reached with the study are presented.
Description
Keywords
ANALISIS FODA , TECNOLOGÍA DE LA INFORMACIÓN , EVALUACIÓN ECONÓMICA , OUTSOURCING