Citas bibligráficas
Espinoza, G., Leon, R., Medina, M., Reid, R., Solis, M. (2021). Reporte de consultoría en una empresa del sector de Tecnología de la Información, Perú, 2020 [Pontificia Universidad Católica del Perú]. http://hdl.handle.net/20.500.12404/18183
Espinoza, G., Leon, R., Medina, M., Reid, R., Solis, M. Reporte de consultoría en una empresa del sector de Tecnología de la Información, Perú, 2020 []. PE: Pontificia Universidad Católica del Perú; 2021. http://hdl.handle.net/20.500.12404/18183
@mastersthesis{renati/17110,
title = "Reporte de consultoría en una empresa del sector de Tecnología de la Información, Perú, 2020",
author = "Solis Torres, Miguel Angel",
publisher = "Pontificia Universidad Católica del Perú",
year = "2021"
}
The Company, under analysis, belongs to a business group with more than 40 years of experience in Information Technology Sector in Latin America, of which headquarters is located in Chile and together with all its subsidiaries, has a staff of more than 16,000 professionals and more than 5,000 corporate clients in the Region. After holding interviews with various managers of the organization, other problems were detected, highlighting mainly for breach of business objectives, such as achieving the expected operating margin and providing an appropriate customer service. In this regard, an analysis was carried out mainly based on the information provided by the Company, as well as on surveys applied to employees of IT Services Area of the Company. This analysis allowed to conclude that the identified issue is caused by various factors, among them we can find as follows: i) high staff turnover; ii) there is no clear definition of roles; iii) high demand from the IT Sector; iv) lack of technological tools for staff to develop remote work in ideal conditions; v) macro uncertain environment caused by the crisis generated by the Covid-19 pandemic; and vi) lack of leadership by the IT Service Manager. To solve the problem, five alternatives were proposed and were evaluated based on their acceptance, cost, time, effectiveness and the added value that the Company generates. Afterwards the evaluation, the alternatives with the highest score were as follows: i) implement a leadership coaching program for the Company's IT Service Manager; and ii) provide training in customer service to staff in that area. According to these alternatives’ implementation, it is expected that the Manager's leadership will improve, and the staff will be trained to serve clients in ideal conditions. This will have a positive impact on both the optimization of resources in the area (human capital), as well as the commitment of the staff regarding the provided service and business objectives.
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