SEGUNDA ENTREGA PROCESO ESTRATÉGICO I EMTELCO S.A.
PRESENTADO POR
Olivera Orjuela Andres Camilo 1811981103 Prieto Pinzon Luz Angela 1811980195 Quiroga Ortega Ingrid Angelica 1811980049 Sierra Mosquera Jeimy Tatiana 1811980109 Triviño Garcia Sandra Milena 1811981757
PRESENTADO A
MARIA PRESENTACION MALO PENICHE I-[GRUPO 4]
1
SEGUNDA ENTREGA PROCESO ESTRATÉGICO I EMTELCO
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POLITÉCNICO GRANCOLOMBIANO PROCESO ESTRATÉGICO I 2018 TABLA DE CONTENIDO
1. 1.1.
2. 2.1. 2.1.
INFO IN FORM RMAC ACIÓ IÓN N GE GENE NERA RAL L DE DEL L SEC SECTO TOR R RESEÑA HISTÓRICA DE LA EMPRESA (LÍNEA DE )………………..………………………………………………..3 ……………..3 - 4 TIEMPO)………………..…………………………………
ANÁL AN ÁLIS ISIS IS INTE INTERN RNO O ………… ……………… ………… ………… ………… ………… ………… ………… ………. ….55-77 ANÁL ANÁLIISIS SIS POR POR FACT FACTOR ORES ES 2.1.1 FACTOR ADMINISTRATIVO……………… ADMINISTRATIVO…………………………………..8 …………………..8 -10 2.1.2 FACTOR FINANZAS…………………………………………....11-12 FINANZAS…………………………………………....11-12 2.1.3 FACTOR PRODUCCION Y OPERACIONES………………...13-18 2.1.4. FACTOR TECNOLOGÍA……………………… TECNOLOGÍA……………………………………....19 ……………....19 -20 2.1.5 FACTOR MARKETING ………………..……………………....21-24 ………………..……………………....21-24 2.1. 2.1.6 6 PLAN PLANEA EACI CION ON ……… …………… ………… ………… ………… ………… ………… ………… ………… …….2 .25 5 - 31
3. ANÁLISIS OPORTUNIDADES AMENAZAS 3.1.
ANALISIS DOFA ……………………………...………………….…32 ……………………………...………………….…32 -33
4. CUADRO DE FORTALEZAS Y DEBILIDADES 4.1. 4.1.
CUAD CUADRO RO DE FOR FORTA TALEZ LEZAS AS Y DEB DEBIL ILID IDAD ADES ES ………… ……………. …... ..34 34 - 35
5. REFERENCIAS
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5.1.
REFERENCIAS
………………………………………...36
1. INF INFORM ORMACI ACIÓN ÓN GENER GENERAL AL DEL DEL SECTOR SECTOR (LINEA DEL TIEMPO
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2. ANÁLISIS INTERNO
En Colombia Emtelco se encuentra en el sector de tercerización de procesos, específicamente en el subsector del BPO, existen varios aspectos que han favore reccido el des esa arro rolllo de la ind ndu ustria de Con onttact Cent nte ers y BPO en el paí aíss y que lo han constituido como una de las naciones con mayor potencial en América Lattin La ina. a. Es Esttos so son n la in infr frae aest stru ruct ctur ura a de co comu muni nica caci cion ones es,, la ub ubic icac ació ión n ge geog ográ ráffic ica a estratégica, el apoyo gubernamental, la mano de obra calificada y la estandarización de procesos. la Asoci ciac aciión Colom ombi bia ana de Contact Centers y BPO (Acde deccc) señala qu que e el país tiene una amplia oferta de recurso humano calificado en un negocio que es bast ba stan antte int nten ensi sivo vo en ma mano no de ob obra ra,, y su suma mado do a la es esta tand ndar ariiza zaci ción ón de pr proc oces esos os y el alcance de certificaciones internacionales se traduce en una ventaja comp co mpet etititiv iva. a. Co Colo lomb mbia ia cu cuen enta ta co con n un gr gran an po pote tenc ncia iall pa para ra de desa sarr rrol olla larr ca cada da ve vezz má máss el se sect ctor or y ga gana narr es espa paci cio o a ni nive vell int nter erna naci cion onal al,, as asíí co como mo lo ga ganó nó la Ind ndia ia ha hace ce un unos os años añ os.. Em Emte telc lco o cu cuen enta ta co con n el elem emen ento toss mu muyy co comp mpet etititiv ivos os co como mo la ce cerc rcan anía ía,, ma mano no de obra ob ra ca calilifi fica cada da,, ac acti titu tud d de se serv rvic icio io,, ac acen ento to ne neut utro ro,, re recu curs rso o hu hum man ano o ca cada da ve vezz má máss bililing bi ngüe üe,, fa favo vora rabi bililida dad d le legi gisl slat ativ iva, a, ex exce cele lent nte e in infr frae aest stru ruct ctur ura a y co comu muni nica caci cion ones es de clase mundial. En el paí aíss existen cerc rca a de 33 332 2 Contact Centers, en su mayorí ría a Colombi bian ano os, en los últimos años han ingresado nuevos jugadores internacionales al país, los cuales están empleando a cerca del 37% de la fuerza laboral del sector. Solo la tercerización de procesos de negocio (BPO, por sus siglas en inglés) genera 182. 18 2.08 084 4 em empl pleo eos, s, qu que e re repr pres esen enttan el 73 73,8 ,81% 1% de dell tot otal al de em empl pleo eoss qu que e se ge gene nera ran n por tercerización. El pos posicionamient ento alcanza nzado por Emtelco dur durante nte 201 2017 les per permitió mantener una una esta estabi billidad idad finan inanci cier era, a, con con mejo mejore ress resu result ltad ados os resp respec ecto to el 2016 2016,, grac gracia iass a las eficiencias operativas, el manejo responsable de la estructura de costos y a la rent rentab abililiz izac aciión tant tanto o de clie client ntes es nuev nuevos os.. .. Est Estos logro ogross son son grac gracia iass al com comprom promiiso de los más de 12.500 colaboradores, que evolucionaron y buscaron nuevas formas de enamorar personas y marcas, en el relacionamiento con más de 50 clientes en los sectores de telecomunicaciones servicios públicos cajas de
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una cobertura de más de 620 ciudades y municipios de Colombia y la prestación de servicios a 12 países de América. En el marco del 2017, un año calificado de alta incertidumbre económica y política, volatilidad en los mercados y bajos crecimientos, Emtelco logra apro aprove vech char ar las opor oporttuni unidade dadess dent dentro ro de la ofer ofertta de serv servic icio ioss de Cont Contac actt Cent Center er y BPO con crecimientos sostenibles en todos los negocios donde presentan sus serv servic icio ioss En este este cont contex exto to adve advers rso o son son rele releva vant ntes es los los resu resultltad ados os alca alcanz nzad ados os por por la empresa, los cuales presento en el Informe de Gestión y Sostenibilidad 2017, dond donde e se reco recopi pila lan n las las acti activi vida dade dess desa desarr rrol olla lada dass y los los reto retoss alca alcanz nzad ados os dura durant nte e el año, con una gestión ética y transparente, que se basa en la generación de confianza y en el relacionamiento con lo grupos de interés.el años 2017, fue un periodo de fortalecimiento de las iniciativas que impulsan el plan estratégico 2017 017-202 2020, donde la diferen renciación a trav ravés de la innovaci ación, ón, la trans ansformación digital y el CX (customer experience) son la base para el posicionamiento de la compañía como el mejor aliado en la co-creación de experiencias de relacionamiento. El cumplimiento de est estas metas ha fort ortaleci ecido la propue puesta de val valor de Emtelco para para cont contin inua uarr entr entreg egan ando do expe experi rien enci cias as memo memora rabl bles es de rela relaci cion onam amie ient nto o en cada cada cont contac actto, lo cual cual se vio vio refl reflej ejad ado o en los cuat cuatro ro reco recono noci cim mient ientos os que que obtu obtuvi vier eron on de la industria nacional e internacional. Esto les motiva a seguir trabajando por la sost osteni enibil bilidad de nuestra empresa, sa, nue nuestra indus dustria y nues uestra soc sociedad, y nos fortalece para afrontar los retos de mercados cada vez más exigentes. A partir de Julio de 2017, Emtelco incorporó en su estructura organizacional la Dire Direcc cció ión n Gene Genera rall de Oper Operac acio ione ness agru agrupa pand ndo o en ésta ésta las las dire direcc ccio ione ness CX Mede Medellllín ín y Bogotá, CX Tigo UNE y las Gerencias de Instalaciones y Reparaciones, y de Gestión y Control. Direcc ección lider derada por el Dr. Juan David vid Adar darve, quie uien tiene el reto de fortalecer e integrar los esfuerzos de las áreas de operaciones de la Comp Compañ añía ía,, est estanda andari riza zarr y opti optimi miza zarr sus sus proc proces esos os,, aseg asegur uran ando do el crec creciimien miento to y la rentabilidad de las diferentes líneas de negocio. El 2018 2018 pres presen enta ta gran grande dess opor oporttunid unidad ades es en la tran transf sfor orma maci ción ón digi digita tall, así así como como el reto de continuar descubriendo en cada detalle y en el relacionamiento con nuestros clientes una nueva oportunidad para innovar, lo que nos llevará a fort fortal alec ecer er nues nuesttra cult cultur ura a de serv serviicio cio movi oviliza lizada da haci hacia a lo digi digita tall y la inno innova vaci ción ón de
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ideas, y de ejec ejecu ución organ ganizada de proye oyectos, para seguir uir logr ogrando ndo una ventaja competitiva y un crecimiento sostenible para la Empresa.
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2.1 ANÁLISIS POR FACTORES
2.1.1 FACTOR ADMINISTRATIVO Naturaleza y forma Jurídica Emtelco S.A.S., es una sociedad por acciones simplificada, de economía mixta con capital público superior al 50%, regida por las leyes civiles y comerciales colombianas. Hace parte del Grupo Empresarial controlado por Millicom Spain Cable, S.L. y sus principales accionistas son
Equipo directivo y estructura organizacional
MISIÓN Liderar la adopción del estilo de vida digital en Colombia.
VISIÓN Facilitar la construcción de una vida de prosperidad y bienestar.
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Respeto: Damos un trato digno a nuestros grupos de interés, y valoramos sus diferencias. Servicio: Estamos comprometidos con la identificación y satisfacción de las legítimas necesidades de nuestros grupos de interés. Flexibilidad: Somos capaces de adaptarnos rápidamente a los cambios del entorno y de la organización logrando sostenibilidad y competitividad en el mercado. durant nte e 2016 2016 Emte Emtelc lco o pres presen enta ta una una imag imagen en reno renova vada da que que Renova Reno vaci ción ón de marc marcaa dura ref refleja los valo alores res corpo rporat rativos, el caris risma de cada ada uno de los colabora oradore ores y la pasi pasión ón sien siente ten n por por gene genera rarr emoc emocio ione ness posi posittivas ivas,, para para darl darle e paso paso a la fidel ideliizaci zación ón y recomendación de los clientes. Es así como se define una nueva identidad más potente, que permite transmitir la propuesta de valor y el orgullo del talento creador de experiencias que acercan y enamoran personas y marcas, estableciendo vínculos emotivos y afectivos con los diferentes grupos de interés.
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2.1.2. FACTOR FINANZAS El factor financiero es uno de los motores que permiten a la empresa desarrollar su acti activi vida dad d diar diaria ia.. Enca Encarg rgad ado o de la sost sosten enib ibililid idad ad y crec crecim imiient ento de la empr empres esa a en el tiempo y poder perpe rpetuar su exis xistencia cia. Genera los rec recurso rsos econ conómicos de la empresa, se toman decisiones de cómo asignar los recursos disponibles en las diferentes áreas funcionales mediante proyectos de inversión, con el objetivo económico de maximizar los beneficios.
El propósito de Emtelco durante este año continuará siendo el crecimiento sost sosten eniible ble de su merc mercad ado o y por por lo tant tanto o de sus sus ingre ngreso sos, s, mant manten enie iend ndo o adec adecua uado doss márg márgen enes es de rent rentab abiilida lidad d prod produc ucto to de la revi revisi sión ón y mej mejoram oramiient ento cont contiinuo nuo de los los procesos que soportan el desempeño de la Organización, es necesario afinar cont contin inua uame ment nte e la gest gestió ión n de los los recu recurs rsos os para para pode poderr ofre ofrece cerr prec precio ioss comp compet etititiv ivos os y sost ostene ener los márge rgenes de ren rentabilidad. Es por por esto sto que que este año se ha planteado el reto de trabajar por el desarrollo de una cultura y de un sistema que habilite la innovación, el mejoramiento y la excelencia en el día a día de las personas que trabajan en la organización, lo cual se deberá ver reflejado en un aumento importante de la satisfacción de nuestros clientes y en el mejoramiento de nuestros resultados de negocio.
Dando cumplimiento a lo previsto en la Ley 1314 de 2009 y los decretos reglamentarios 2706 y 2784 de diciembre de 2012, la Compañía reporta la información del cierre de 2017 y 2016 bajo las Normas Internacionales de Información Financiera (NIIF).
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Desempeño financiero
Resu Resultltad ados os cons consol olid idad ados os Ingr Ingres esos os:: Emte Emtelc lco, o, durante el 2016, gene generó ró ingr ingres esos os operacionales netos por $390,748 millones (2015 - $371,874 millones), con un crecimiento del 5,1%.
Crec recimiento de ingre gresos interan ranuale ales Los ingre gresos por el período 2008 a 2016, pres presen enta taro ron n un crec crecim imie ient nto o sost sosten enid ido o del del 26,3% , el cual cual cont contiinúa núa sien siendo do supe superi rior or al crecimiento del sector de Contact Center y BPO, y sigue ubicando a la Compañía en los primeros lugares en volumen de ingresos dentro de las compañías prestadoras de este tipo de servicios.
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Dando cumplimiento a lo previsto en la Ley 1314 de 2009 y los decretos reglamentarios 2706 y 2784 de diciembre de 2012, la Compañía reporta la información del cierre de 2017 y 2016 bajo las Normas Internacionales de Información Financiera (NIIF). Crecimiento de ingresos interanuales
Los ingresos por el período 2008 a 2017, pres presen enta taro ron n un crec crecim imie ient nto o inte intera ranu nual al del 23,5%, el cual con continúa sie siendo ndo superior rior al crec recimiento del sect ector de Cont ontact act Center y BPO, y sigue ubicando a la Compañía en los primeros lugares en volumen de ingresos dentro de las Compañías prestadoras de este tipo de servicios.
2.1.3. FACTOR PRODUCCIÓN Y OPERACIONES
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Ilustración 4, Portafolio Emtelco
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(nómi (nómina, na,pru prueb ebas as de ingr ingreso eso), ), fact factura uraci ción ón,, carte cartera ra,, fina finanza nzas, s, conta contabi bililida dad, d, gesti gestión ón de compras, logística, analítica de negocio, análisis de información y CRM. La gestión del BPO se puede realizar mediante un un contact center o call center, para para empe empeza zarr un Cont Contac actt Cent Center er es la unif unific icac aciión entr entre e el clie client nte e y los los proc proces esos os de una compañía, a través del uso de herramientas, como lo son la voz, e-mail, fax, entre otros, funcionando como un centro de comunicaciones que integra los procesos de relaciones con los clientes. Un Call Center por el contrario se define como “la interacción física y funcional entre un sistema telefónico y un sistema informático para facilitar el intercambio de información.”
ITO (Information Technology Outsourcing): Tercerización de servicios de tecnología de la información. Se define como la delegación a un proveedor externo de uno o más procesos de negocio relacionados con las tecnologías de la información, sistemas de info inform rmac ació ión n y plat plataf afor orm mas tecn tecnol ológ ógiicas, cas, cuyo cuyo mode modello de pres presta taci ción ón esté esté basa basado do
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videojuegos, diseño gráfico, análisis financiero y de riesgos, investigación de mercados y educación remota.
DESCRIPCIÓN PLATAFORMA DE PROCESOS EMTELCO Front Office: Ventas: Prospección de clientes, cierre de ventas, cross selling/up selling, tele teleme merc rcad adeo eo y entr entreg ega a e inst instal alac ació ión n de prod produc ucto tos. s.Se Serv rvic icio io al clie client nte: e: Info Inform rmac ació ión n general, atención de peticiones, quejas y reclamos (PQRs), encuestas de satisfacción. Cobranzas: Cobranza preventiva, cobranza administrativa, cobranza prejurídica, recordación de pago. Mesa de servicio: Soporte técnico especializado niveles 1 y 2, soporte técnico presencial.
Back office:
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satélites o puntos fijos.
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El Salvador ▪ Guatemala ▪ Estados Unidos ▪ Costa Rica ▪ Ecuador ▪ Panamá ▪ Chile ▪ Bolivia ▪ República Dominicana ▪ México ▪ Perú ▪ Honduras
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2.1.4. FACTOR TECNOLOGÍA
Gestión Tecnológica En el 2017 se realizaron mejoras en nuestra infraestructura tecnológica que nos permitió asegurar la continuidad de las operaciones, enfocadas en: ▪ Inversiones superiores al millón de dólares en la adquisición e implementación de plataformas de licenciamiento, telefonía, redes, seguridad y virtualización de servidores.
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se impactó lo dispositivos móviles migrando antivirus. Se aplicaron de manera exitosa las medidas para prevenir ciberataques, ransomware y ataques de día cero en la infraestructura de la Compañía
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2.1.5. FACTOR MARKETING Y PLANEACIÓN Entorno macroeconómico El cont contex exto to inte intern rnac acio iona nall para para el año año 2017 2017 estu estuvo vo repr repres esen enttado ado por por movi movim mient ientos os impo import rtan ante tess en mater ateriia de pol polític ítica a int interna ernaci cion onal al impu impullsado sado prin princi cipa palm lmen ente te por por el cambio de presidencia y de gobierno en los Estados Unidos, las elecciones presidenciales en Europa, las difíciles relaciones de las principales potencias del mundo con Corea del Norte y la extendida coyuntura civil, política y militar de Medio Oriente. Sin embargo, en materia económica mundial si bien hubo una desaceleración en el consumo internacional, se mantuvo un dólar americano
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En conclusión, Colombia mantuvo una economía con crecimientos muy moderados en sus actividades financieras, bursátiles, productivas y manufacturer reras y con unas nas perspe spectivas vas de cam cambios com como cons onsecuen uencia de las elecciones de congreso y presidencia para el año 2018.
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$328 $328.6 .657 57 mill millon ones es), ), con con un crec crecim imie ient nto o del del 13,1 13,1%, %, ocas ocasio iona nado do prin princi cipa palm lmen ente te por por la entrada de nuevos clientes en los segmentos de negocio de Contact Center y BPO, así, como el crecimiento de servicios en clientes de la base instalada. Los ingresos operacionales netos obtenidos por línea de negocio, son:
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▪ Potencializar los impactos positivos asociados al uso de las tecnologías de la información y comunicaciones. ▪ Fortalecer el relacionamiento con los grupos de interés y con ellos promover la
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Trusted by over 1 million members
Try Scribd FREE for 30 days to access over 125 million titles without ads or interruptions! Start Free Trial Cancel Anytime.
Trusted by over 1 million members
Try Scribd FREE for 30 days to access over 125 million titles without ads or interruptions! Start Free Trial Cancel Anytime.
Trusted by over 1 million members
Try Scribd FREE for 30 days to access over 125 million titles without ads or interruptions! Start Free Trial Cancel Anytime.
Trusted by over 1 million members
Try Scribd FREE for 30 days to access over 125 million titles without ads or interruptions! Start Free Trial Cancel Anytime.
Trusted by over 1 million members
Try Scribd FREE for 30 days to access over 125 million titles without ads or interruptions! Start Free Trial Cancel Anytime.
Trusted by over 1 million members
Try Scribd FREE for 30 days to access over 125 million titles without ads or interruptions! Start Free Trial Cancel Anytime.
Trusted by over 1 million members
Try Scribd FREE for 30 days to access over 125 million titles without ads or interruptions! Start Free Trial Cancel Anytime.
Trusted by over 1 million members
Try Scribd FREE for 30 days to access over 125 million titles without ads or interruptions! Start Free Trial Cancel Anytime.
Trusted by over 1 million members
Try Scribd FREE for 30 days to access over 125 million titles without ads or interruptions! Start Free Trial Cancel Anytime.
Trusted by over 1 million members
Try Scribd FREE for 30 days to access over 125 million titles without ads or interruptions! Start Free Trial Cancel Anytime.
Trusted by over 1 million members
Try Scribd FREE for 30 days to access over 125 million titles without ads or interruptions! Start Free Trial Cancel Anytime.