Instituto Profesional DUOC UC Escuela de Administración y Negocios Ingeniería en Administración PEV Sede Antonio Varas – Santiago
Taller de Especialidad N°1 Estrategia para los Negocios
Integrantes: Lesly Aravena Molina Susana Flores Acevedo María Fernanda Pacheco Jennifer Valenzuela Jorge Caballero Profesores guía: Gonzalo Chacón Álvaro Vergara Portafolio de Título 004V
Santiago, 01 de abril 2017
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ESTRATEGIA PARA LOS NEGOCIOS Taller de Especialidad N°1 INDICE
INTRODUCCIÓN .............................................................................................................................................. 2 BANCO DE CREDITO E INVERSIONES, BCI ....................................................................................................... 3 HITOS RELEVANTES .................................................................................................................................... 4 PRODUCTOS O NEGOCIOS .......................................................................................................................... 4 COBERTURA DE MERCADO ........................................................................................................................ 7 PRINCIPALES COMPETIDORES .................................................................................................................... 7 MISIÓN, VISIÓN Y VALORES CORPORATIVOS ............................................................................................. 8 METAS, ESTRATEGIAS Y OBJETIVOS .........................................................................................................10 ANÁLISIS MACRO ENTORNO - PESTA ...........................................................................................................13 CADENA DE VALOR .......................................................................................................................................18 ANÁLISIS MICROENTORNO - PORTER...........................................................................................................23 ANALISIS DE INDICADORES FINANCIEROS ....................................................................................................26 ANÁLISIS VERTICAL ...................................................................................... Error! Bookmark not defined. ANÁLISIS HORIZONTAL ................................................................................ Error! Bookmark not defined. ANÁLISIS RAZONADO .................................................................................. Error! Bookmark not defined. CICLO DE CAJA ............................................................................................. Error! Bookmark not defined. ANALISIS DUPONT ....................................................................................... Error! Bookmark not defined. ANALISIS DE POSICIÓN FINANCIERA ........................................................... Error! Bookmark not defined. ANALISIS FODA .........................................................................................................................................26 MATRIZ FODA ...........................................................................................................................................35 ESTRATEGIA EN LA ORGANIZACIÓN (MODELO MCKINSEY) .....................................................................36
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ESTRATEGIA PARA LOS NEGOCIOS Taller de Especialidad N°1
INTRODUCCIÓN El presente informe entrega el resultado de un análisis estratégico con el objetivo de vincular las competencias aprendidas a lo largo de la carrera Ingeniería en Administración, relacionando estas experiencias con el mundo laboral. La empresa analizada es Banco de Crédito e Inversiones, más conocido por su acrónimo y nombre comercial BCI, empresa bancaria chilena, sociedad anónima bancaria controlada principalmente por la familia Yarur desde su fundación e inicios. En la actualidad, BCI es el tercer banco privado en términos de colocaciones y cuarto c uarto en número de clientes en el mercado. Se ha realizado un estudio estratégico de la posición y el lineamiento corporativo de la empresa BCI, en otras palabras, el presente informe se centra en la Planificación Estratégica de la Organización, logrando que el grupo desarrolle los conocimientos adquiridos en el área de administración estratégica, analizando así las estrategias e strategias competitivas dentro de la organización y análisis de los sectores industriales. i ndustriales. Se realiza el informe correspondiente en base a la información recaudada de la industria y la empresa de los últimos cinco años, considerando antecedentes económicos y financieros asociadas a la industria y a la empresa en sí; 2012 al 2016 inclusive.
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ESTRATEGIA PARA LOS NEGOCIOS Taller de Especialidad N°1
BANCO DE CREDITO E INVERSIONES, BCI Razón social
Banco Crédito e Inversiones
RUT
97.006.000-6
Tipo de Sociedad
Sociedad Anónima
Fecha de constitución
10 de junio de 1937
Domicilio comercial
Avda. El Golf 125, piso 17, Santiago, Chile
Giro
Bancario
Industria
Financiera
Banco de Crédito e Inversiones, más conocido por su acrónimo y nombre comercial BCI, es una empresa que pertenece al sector industrial terciario, específicamente a la industria bancaria chilena. En la actualidad, BCI es el tercer banco privado en términos de colocaciones y cuarto en número de clientes en el mercado, siendo uno de los bancos más importantes del país. Al cierre de 2016, los principales accionistas son los siguientes: Razón social
N° de acciones
% Participación
Empresas Juan Yarur S.P.A.
68.128.157
55,14%
Banco de Chile por cuenta de terceros no residentes
4.801.320
3,89%
Jorge Yarur Bascunan
4.760.582
3,85%
Banco Itau Corp Banca por cuenta de Inversionistas
3.391.456
2,74%
AFP Habitat S.A.
2.939.570
2,38%
AFP Provida S.A.
2.684.859
2,17%
Credicorp LTD
2.286.328
1,85%
BCI Corredor de Bolsa S.A. por cuenta de terceros
2.201.738
1,78%
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ESTRATEGIA PARA LOS NEGOCIOS Taller de Especialidad N°1
corporativa y de banca minorista, financiamiento, seguros, leasing, securitización, factoring e inversión en Chile y Estados Unidos.
HITOS RELEVANTES En relación a los hitos hi tos históricos más relevantes de la empresa, se destacan de stacan los siguientes: 1. En el año 2008 se estableció como el primer banco latinoamericano en emitir aceptaciones bancarias en el mercado de Hong Kong. 2. En el año 2013, en base a la estrategia de internacionalización que culmino con éxito uno de los procesos más importantes y complejos en la historia de BCI: acuerdo de adquisición de City National Bank of Florida, tras obtener la aprobación de la reserva federal de los Estados Unidos y así transformarse en la primera empresa chilena en adquirir un banco en dicho país, siendo la mayor inversión de una empresa chilena en Estados Unidos. 3. En el año 2014 se realiza la implementación del plan de transformación de la Gestión de Riesgo, cuya piedra angular fue la reestructuración de la Gerencia de Riesgo entre otros cambios significativos, ésta incluyó la separación de las unidades de generación de políticas crediticias de las de originan de préstamos. 4. Obtuvo el primer lugar en el ranking de transparencia corporativa, elaborado por la Universidad del Desarrollo, la consultora inteligencia de negocios, Chile Transparente y KPMG. En esta versión obtuvo el 92,2 punto en el índice global de transparencia, lo que consolida en el nivel de excelencia en dichas materias. PRODUCTOS O NEGOCIOS
Banco Retail:
Atiende las necesidades financieras de crédito, ahorro y seguros de personas naturales.
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ESTRATEGIA PARA LOS NEGOCIOS Taller de Especialidad N°1
extranjeros, libreta de ahorro, compra y venta de acciones y bonos, seguros con ahorro y Ahorro Previsional Voluntario (APV). Su cobertura, en el mercado abarca Banco de Personas que entrega financiamiento y asesoría tanto en inversiones como en ahorro, dependiendo del perfil del cliente se subdivide en Banca Preferencial, Banca Tradicional y Universitarios. Luego se incorpora Tbanc, que ofrece sus productos y servicios a través de canales remotos, como telefonía, internet y móvil desde cualquier lugar y bajo el respaldo de estrictos estándares de seguridad. Por último, existe BCI Nova que, orientada al segmento masivo, de la cual resuelve las necesidades financieras. El año 2014 fue un hito histórico el lanzamiento de la nueva banca Preferencial.
Banco Empresario
Las micro, pequeñas y medianas empresas han sido desde siempre uno de los principales focos de BCI, ofreciéndoles soluciones financieras personalizadas para facilitar sus negocios mediante diversas plataformas. Una de las características del modelo de atención de esta Banca es que ofrece servicios de asesoría en gestión financiera tanto a las empresas como a sus socios. Para la entrega de una adecuada propuesta de valor y comprender mejor sus necesidades, el Banco está estructurado en tres segmentos de acuerdo a los niveles de ventas y complejidad de cada uno de los emprendimientos. El segmento Microempresarios corresponde a aquellos emprendimientos que reportan ventas de menos de UF 2.400 al año. El segmento Emprendedores abarca las empresas que registran ventas anuales entre UF 2.400 y UF 12.000. Finalmente, el segmento Empresarios engloba a las empresas que venden entre UF 12.000 y UF 80.000 al año.
Banco Comercial
El Banco Comercial ofrece asesoría comercial integral de productos y servicios financieros de acuerdo a las necesidades específicas de las empresas, en especial para aquellas con ventas anuales entre UF 80.000 y UF 350.000 (Banca Empresas) y entre UF 350.000 y UF 1.500.000
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ESTRATEGIA PARA LOS NEGOCIOS Taller de Especialidad N°1
La oferta de productos y servicios que entrega es amplia y comprende financiamientos en moneda nacional y extranjera, servicios transaccionales, pagos, recaudación, factoring, leasing, asesorías financieras, seguros, operaciones de mesa de dinero, derivados, comercio exterior e inversiones.
Corporate & Investment Banking
Tiene como fin proveer a grandes corporaciones, clientes de alto patrimonio e instituciones financieras. Dicho modelo engloba las actividades de banca comercial y de inversión, finanzas corporativas, mercado de capitales y servicio de cash management. La división comercial está compuesta por Banca Corporativa Mayorista, banca privada, gestión financiera, asset management, finanzas corporativas (af); BCI securitizadora, por otro lado, en la división financiera se compone de tesorería e internacional, sales, trading, BCI securities miami, BCI corredora de bolsa s.a., BCI corredora de bolsa productos. Por otra parte, BCI mantiene a disposición la compraventa de divisas en web de la cual permite a los clientes personas jurídicas comprar o vender dólares y euros en línea, ingresando a la página web del BCI. Las ventajas de este servicio web son su rapidez y seguridad. También cuenta con el motor de pago web worldclass que mejora la capacidad de procesamiento de transacciones de pago en sus diferentes variedades donde continuó con su consolidación en el ámbito de pagos masivos. Otro servicio es la plataforma ERP Connection, Plataforma que automatiza y controla los intercambios de transacciones de pago y reportes, entre el Enterprise Resource Planning (ERP) del cliente y BCI en un ambiente seguro. Por último, la aplicación
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ESTRATEGIA PARA LOS NEGOCIOS Taller de Especialidad N°1
Entre los productos y servicios que ofrece el segmento Banca Personas y Nova, tanto para personas como para empresas, se encuentran:
cuentas corrientes
cuentas de ahorro
tarjetas de crédito y débito,
créditos de consumo, hipotecarios y comerciales;
seguros e inversiones, etc
Para el segmento empresarios, se ofrecen productos a la medida de las necesidades de los clientes. Entre estos se encuentran:
créditos comerciales, hipotecarios, de capital de trabajo,
comex
tarjetas de crédito
soluciones de pago
leasing y seguros.
En el ámbito de la innovación, para el segmento personas BCI desarrollo la solicitud de cuenta corriente y el crédito de consumos digitales; y para el segmento empresarios, los créditos comerciales en línea y factoring en línea. En resumen, los productos que ofrece a sus clientes apuntan principalmente a soluciones del ámbito del crédito, el ahorro, las inversiones, la protección y gestión de patrimonio.
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ESTRATEGIA PARA LOS NEGOCIOS Taller de Especialidad N°1
MISIÓN, VISIÓN Y VALORES CORPORATIVOS 2
Misión
“Bci se define como una Corporación de Soluciones Financieras que participa en todos los
negocios y operaciones financieras que la Ley General de Bancos le permite, ofreciendo a la comunidad productos y servicios con procesos de alta eficiencia operacional y excelencia en la calidad, con una permanente innovación tecnológica, prudentes políticas de administración de riesgos y exigentes estándares éticos, los que deben ser respetados por todas las personas que se desempeñan en sus empresas.”
En este marco, y con el propósito de cumplir sus objetivos y políticas, la Corporación se compromete a cuidar que dichos logros se obtengan con especial énfasis en los que considera sus cinco pilares fundamentales: Accionistas
Clientes
Proveedores
Colaboradores y
Sociedad
Procurar que el
Entregar
Mantener con
sus Familias
Aportar a
retorno sobre su
productos y
los proveedores
Ofrecer calidad
mantener un
inversión sea
servicios de
relaciones de
de vida digna y
medioambiente
superior al
calidad a precios
mutuo beneficio,
un trabajo
sano y a
promedio del
competitivos,
lealtad en el
estable, con
aumentar el
sistema
innovadores y
tiempo y altos
posibilidades de
patrimonio
bancario.
orientados a
estándares de
desarrollo
social, cultural y
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ESTRATEGIA PARA LOS NEGOCIOS Taller de Especialidad N°1
Según Fred R. David (Conceptos de administración estratégica, novena edición) es importante que incluya todos los componentes básicos, los cuales se presentan al análisis de la misión de la empresa: 1. Clientes
Sí
2. Productos o servicios
Sí
3. Ubicación
Sí
4. Tecnología
Sí
5. Preocupación por la supervivencia
Sí
6. Filosofía
Sí
7. Concepto propio
Sí
8. Preocupación por la imagen pública
Sí
9. Preocupación de los empleados
Sí
La empresa incluyo los nueve componentes en la declaración de una buena misión, por lo que se concluye que la declaración de misión de la empresa es fuerte.
Visión
“Aspiramos ser líderes regionales en innovación, cercanía y experiencia de clientes y ser
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ESTRATEGIA PARA LOS NEGOCIOS Taller de Especialidad N°1 ¿Cómo lo logramos? Siendo la mejor empresa para trabajar y desarrollarse.
Se puede concluir que la visión de la empresa es sólida, ya que expresa claramente el enfoque de la empresa.
Valores Corporativos
“Integridad / Respeto / Excelencia”
Los valores corporativos se alinean con la misión corporativa, ya estas tres palabras concuerdan con lo descrito sobre los accionistas, clientes, proveedores, colaboradores y la sociedad. METAS, ESTRATEGIAS Y OBJETIVOS
Recursos Humanos
BCI el año 2015 fue destacado el aumento sostenido en el índice de clima laboral, que los hizo merecedores del 5° lugar nacional en el ranking Great Place To Work. Obteniendo el primer lugar para empresas sobre 1.500 trabajadores, para luego esta medición situarlos en el 14° lugar como la mejor empresa para trabajar en América Latina Todo esto conlleva a un esfuerzo mayor cada año, liderando la implementación de una estrategia integrada que pone énfasis en el crecimiento personal y profesional de los colaboradores. Al mismo tiempo, promueve iniciativas que contribuyen al desarrollo de las capacidades estratégicas de la organización, como la experiencia de clientes y colaboradores, liderazgo, colaboración, innovación y mejora continua, entre otros. Entre sus principales
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ESTRATEGIA PARA LOS NEGOCIOS Taller de Especialidad N°1
En su control, debe definir las directrices tecnológicas y los procesos que se materializan en los planes y proyectos de la corporación. Es responsable de la plataforma tecnológica y de la operación diaria, ya sea de manera centralizada o a través de la red de sucursales; define y ejecuta la estrategia de innovación; gestiona proyectos corporativos; propone a la organización transformaciones de procesos claves para el negocio y es responsable de la administración de las oficinas y unidades del BCI. En el marco de la estrategia de experiencia comenzada el año 2012, y como parte de la profundización de la relación con los clientes, se ha anticipado a través de un monitoreo permanente de los indicadores internos y operacionales de cada sucursal en cada área de negocio, el corregir a tiempo cualquier anomalía. En esto uno de los temas importantes que se verifica es el de los reclamos mensuales recibidos en la SBIF o Sernac, promedio que se redujo en un 61 % en el año 2014. Así se sigue potenciando capacidades críticas para el negocio, como también las de ejecución, innovación y la mejora continua de la productividad individual y organizacional
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Marketing
Durante los años BCI avanza en la implementación de una serie de mejoras, con la finalidad de responder a las exigencias normativas de la industria, de las cuales se encuentra día a día, buscando soluciones más fidedignas para los clientes, apoyando todas las áreas de negocio de cuenta BCI. Siempre apuntando a marcar una diferencia en el mercado a partir de un enfoque atencional cuya finalidad es conectarse emocionalmente con los clientes para así entregarles una experiencia memorable y alineada con el propósito común del Banco, que es “hacer que los
sueños se hagan realidad a través de relaciones de confianza durante toda la vida de los clientes”. En ese contexto, se ha desarrollado un proceso de transformación transformación interno que ha sido
liderado por la Gerencia de Experiencia Clientes e Imagen Corporativa, y ha involucrado un trabajo constante y simultáneo en dos frentes de acción: la transformación propiamente tal, tanto de colaboradores como de clientes, y la sustentabilidad de estos cambios.
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ESTRATEGIA PARA LOS NEGOCIOS Taller de Especialidad N°1
ANÁLISIS MACRO ENTORNO - PESTA Con el fin de elaborar el análisis de BCI, se presenta un análisis del entorno remoto de esta organización, con el objetivo de ver donde se encuentra posicionada la empresa actualmente y determinar las estrategias de la compañía. El macro entorno está compuesto por todos aquellos factores demográficos, económicos, tecnológicos, políticos, legales, sociales, culturales y medioambientales que afectan al entorno de la empresa. Representa a todas las fuerzas externas que no son controlables por la empresa. Para análisis estos factores se utiliza el análisis PESTA, para realizar la evaluación del mercado en el que se encuentra posicionada la empresa BCI. Industria: Financiera-Bancaria Factor
Fuerza
Fundamento
Político
Cambios y
La ley general de bancos establece el marco de
reformas que se
acción, derechos y obligaciones de todas las
pueden producir
entidades bancarias de forma clara. Esto genera
O
X
A
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ESTRATEGIA PARA LOS NEGOCIOS Taller de Especialidad N°1
Monetaria del
tendencia en la economía, y por ende si la TPM
Banco Central
baja, las tasas de interés de los bancos bajan. En
X
febrero de este año el banco central mantuvo la TPM en un 3,25%. Obligatoriedad de La legislación vigente establece que al cierre de cumplimiento de
cada día todo banco debe cumplir con este
los
requerimiento que consiste en resguardar el
Requerimientos
porcentaje de captaciones correspondientes a
de encaje
clientes cuenta corriente y para depósitos a
X
plazo menores a 90 días. En caso de no cumplir con esto el banco debe endeudarse con otros bancos a una tasa regulada por el BC para poder cumplir el requerimiento. Incertidumbre en
Este aspecto es relevante, ya que en el mercado
el gobierno que
se genera incertidumbre respecto que tendencia
X
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ESTRATEGIA PARA LOS NEGOCIOS Taller de Especialidad N°1
acceso a crédito. En general mejor estabilidad y crecimiento para la economía del país. Cambio en los
La economía está pasando por un periodo muy
indicadores
volátil en el cual los indicadores varían
económicos por
significativamente en el corto plazo. Esto genera
el Dinamismo y
a generado una baja en la tasa de crecimiento en
Volatilidad de la
las colocaciones bancarias, y como consecuencia
economía
de eso los bancos tienen un menor spread.
Aumento de la
La tasa anual de la inflación alcanzó un 2,8%,
Inflación durante
coherente con lo previsto por el IPom. Pero se
el último tiempo.
estima que en los próximos meses se situé en la parte baja del rango de tolerancia alcanzado 3%. El aumento de la inflación baja las expectativas de ahorro y de inversión debido a la incertidumbre sobre el valor futuro del dinero.
X
X
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ESTRATEGIA PARA LOS NEGOCIOS Taller de Especialidad N°1
esto el pago se debe hacer principalmente a través
de
tarjetas
bancarias.
Generando
comisiones o interés importantes para los bancos. Cabe destacar que este medio de compra es cada vez más frecuente por su comodidad y mejores precios. Masificación del
El uso del dinero en efectivo cada vez está más a
uso de tarjetas
la baja, incrementándose por otro lado el uso de
bancarias
tarjetas de débito y crédito. Esto se debe a
X
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que puede lograr es leer las redes sociales y determinar cuando un cliente necesita un crédito. La tecnología avanza a pasos acelerados en Cajeros
cuanto a la seguridad. Actualmente se están
Automáticos con
realizando
biometría ocular
automáticos con lectura ocular. Esto sería un
pruebas
y
diseñando
x
cajeros
gran aporte a la seguridad de los clientes. Firma electrónica
Una posibilidad cierta que se puede incorporar a x
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CADENA DE VALOR La cadena de valor es un modelo teórico que gráfica y permite describir las actividades de una organización para generar un valor y poder visualizar una ventaja competitiva. Para esto se analiza las actividades primarias implicadas directamente con el servicio de la empresa, en donde se encuentra: ACTIVIDADES PRIMARIAS
Logística Interna:
Está a cargo de la Gerencia de Áreas de Apoyo la cual garantiza el buen funcionamiento en
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Marketing y Ventas:
Banco BCI interactúa de forma directa con los clientes, para aquello se ha ido actualizando mediante las nuevas tecnologías para conocer de mejor manera la preferencia de cada cliente, BCI se enfoca en entregar una interacción cada vez más eficiente y con una mayor experiencia adaptándose a las necesidades de cada cliente. Por lo cual ha desarrollado distintos canales para la interacción con sus clientes como, por ejemplo: o
APPS Corporativas
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ACTIVIDADES SECUNDARIAS Luego, están las actividades de apoyo, o actividades secundarias que son las que sustentan las actividades primarias.
Infraestructura de la Empresa locales
Banco BCI cuenta con 267 sucursales multiservicios a lo largo de todo Chile las cuales ofrecen un servicio integral a todos sus clientes y cuentan con ejecutivos especialistas en todos los productos ofrecidos por la institución. Además, tiene 41 plataformas comerciales las cuales cuentan con una atención personalizada
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Dotación en el año 2016 por género y categoría de cargo
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Abastecimiento proveedores
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ANÁLISIS MICROENTORNO - PORTER La industria a la cual se aplica este análisis corresponde a la industria bancaria, en la cual participan 28 bancos dentro del mercado chileno, siendo las siguientes las principales:
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ESTRATEGIA PARA LOS NEGOCIOS Taller de Especialidad N°1
Poder negociación proveedores
El poder de negociación de los proveedores es bajo. Debido a la gran cantidad de proveedores que prestan los mismos servicios en la industria. Por otra parte BCI tiene el capital para poder
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ESTRATEGIA PARA LOS NEGOCIOS Taller de Especialidad N°1
Productos sustitutos
Al analizar los productos sustitutos, no se puede encontrar un servicio que cumpla con todo lo que ofrece un Banco. Pero al separar los servicios se pueden observar ciertos sustitutos que
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