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Valverde, N., Céspedes, M., Guerrero, O., Sánchez, I. (2018). Diagnóstico operativo del Banco Internacional del Perú Interbank [Pontificia Universidad Católica del Perú]. http://hdl.handle.net/20.500.12404/10039
Valverde, N., Céspedes, M., Guerrero, O., Sánchez, I. Diagnóstico operativo del Banco Internacional del Perú Interbank []. PE: Pontificia Universidad Católica del Perú; 2018. http://hdl.handle.net/20.500.12404/10039
@mastersthesis{sunedu/2656680,
title = "Diagnóstico operativo del Banco Internacional del Perú Interbank",
author = "Sánchez Díaz, Ike Robinson",
publisher = "Pontificia Universidad Católica del Perú",
year = "2018"
}
Title: Diagnóstico operativo del Banco Internacional del Perú Interbank
Authors(s): Valverde O’Hara, Nataly Vanessa; Céspedes Cevasco, Miguel Antonio; Guerrero Cuba, Oscar; Sánchez Díaz, Ike Robinson
Advisor(s): Benzaquen de las Casas, Jorge Benny
OCDE field: https://purl.org/pe-repo/ocde/ford#5.02.04
Issue Date: 9-Feb-2018
Institution: Pontificia Universidad Católica del Perú
Abstract: El presente diagnóstico operativo se ha desarrollado siguiendo la estructura propuesta por
D‟Alessio (2012), pero considerando que se trata de un servicio. Se consultaron diversos
autores, para luego revisar los procesos que se desarrollan en la empresa, identificar
debilidades y proponer mejoras. Interbank es una organización peruana dedicada a brindar
servicios financieros, que cuenta con 270 tiendas distribuidas a lo largo de todo el territorio
nacional. Ha sido muy innovadora con el diseño de sus tiendas, ya que ha implementado el
esquema Imagine, que busca el acercamiento entre los colaboradores y los clientes. Cada
oficina tiene metas de ventas, detalladas por cada producto, que son la base para determinar
el número de representantes financieros y de otros ejecutivos que se necesitan por punto de
atención. En general, las propuestas de mejora están encaminadas al desarrollo de los canales
electrónicos, que permiten el ahorro de costos para la organización y el incremento de los
ingresos, en la medida en que los clientes puedan comprar nuevos productos por este medio.
Además, se propone que también sirva para captar ideas de los clientes, invitándolos a
brindar su opinión. La información obtenida se utilizará para innovar mediante el desarrollo
de nuevos servicios, tanto para clientes actuales como para captar nuevos clientes.
Finalmente, la forma de incentivar el uso de la banca electrónica y el aplicativo para teléfonos
celulares será principalmente a través de los mobile leaders, que son unos jóvenes ubicados
en cada tienda con el fin de educar a los clientes sobre el uso de estas dos herramientas. El
conjunto de propuestas de mejoras que se plantean a lo largo de este documento tienen un
costo total de S/ 13‟406,240 para producir beneficios por S/ 44‟495,492
The present operative diagnosis has been developed following the structure proposed by D'Alessio (2012), but considering that it is a service. Several authors were consulted, to then review the processes that take place in the company, identify weaknesses and propose improvements. Interbank is a Peruvian organization dedicated to providing financial services, which has 270 stores distributed throughout the country. It has been very innovative with the design of its stores, implementing an Imagine scheme that seeks the rapprochement between employees and customers. Each office has sales goals, detailed by each product, that are the basis for determining the number of Financial Representatives and other executives needed per point of care. In general, the improvement proposals are aimed at the development of electronic channels, which allow the cost savings for the organization, as well as lead to increase revenue, to the extent that customers can buy new products by this means. In addition, it is proposed that it also serve to capture ideas from customers, inviting them to give their opinion, which will be used to innovate developing new services, both for current customers and to attract new customers. The way to encourage the use of electronic banking and the application for cell phones will be mainly through the mobile leaders, which are young people located in each store in order to educate customers about the use of these two tools. All the proposals included in this document require a cost of S/ 13‟406,240 in order to generate benefits to the organization for S/ 44‟495,492
The present operative diagnosis has been developed following the structure proposed by D'Alessio (2012), but considering that it is a service. Several authors were consulted, to then review the processes that take place in the company, identify weaknesses and propose improvements. Interbank is a Peruvian organization dedicated to providing financial services, which has 270 stores distributed throughout the country. It has been very innovative with the design of its stores, implementing an Imagine scheme that seeks the rapprochement between employees and customers. Each office has sales goals, detailed by each product, that are the basis for determining the number of Financial Representatives and other executives needed per point of care. In general, the improvement proposals are aimed at the development of electronic channels, which allow the cost savings for the organization, as well as lead to increase revenue, to the extent that customers can buy new products by this means. In addition, it is proposed that it also serve to capture ideas from customers, inviting them to give their opinion, which will be used to innovate developing new services, both for current customers and to attract new customers. The way to encourage the use of electronic banking and the application for cell phones will be mainly through the mobile leaders, which are young people located in each store in order to educate customers about the use of these two tools. All the proposals included in this document require a cost of S/ 13‟406,240 in order to generate benefits to the organization for S/ 44‟495,492
Link to repository: http://hdl.handle.net/20.500.12404/10039
Discipline: Administración Estratégica de Empresas
Grade or title grantor: Pontificia Universidad Católica del Perú. CENTRUM
Grade or title: Magíster en Administración Estratégica de Empresas
Register date: 9-Feb-2018; 9-Feb-2018
This item is licensed under a Creative Commons License