Business consulting para la Dirección de Educación Ejecutiva de Centrum PUCP
Date
2024-05-10
Journal Title
Journal ISSN
Volume Title
Publisher
Pontificia Universidad Católica del Perú
Abstract
En el contexto de este proyecto de Business Consulting se ha abordado los desafíos que afronta
la Dirección de Programas de Educación Ejecutiva de la Escuela de negocios Centrum PUCP.
Entre ellos, se ha encontrado que la experiencia del estudiante, los procesos vinculados a ella,
y la medición del Net Promoter Score (NPS) representan una necesidad latente para el proceso
de Evaluación y mejora continua, más aún cuando sus pares internacionales ya vienen
mejorando dichos indicadores.
A través de las metodologías cuantitativa y cualitativa, se ha realizado un análisis
exhaustivo de los procesos vigentes, la percepción de los principales actores y del consumidor
final; fruto de ello se ha propuesto como solución: la automatización de procesos que impactan
en la experiencia del estudiante, como una primera etapa, así como la creación de la Oficina de
Experiencia del Estudiante bajo la Dirección de Programas de Educación Ejecutiva, como una
segunda etapa. El objetivo es mejorar la experiencia integral de los estudiantes, atender las
oportunidades de mejora y monitorear los procesos que afectan la satisfacción dinamizando,
con ello, las operaciones de la Dirección. El plan de implementación de estas propuestas
incluye las actividades y tiempos asociados a cada proceso en un Gantt Chart junto con un
presupuesto sugerido que indica el monto estimado para iniciar y dar continuidad al proyecto.
El enfoque de la propuesta no solo impactará la experiencia educativa del estudiante de
los programas de Educación Ejecutiva, sino que también contribuirá al logro de los Objetivos
de Desarrollo Sostenible (ODS) como educación de calidad, fortalecimiento institucional y
sostenibilidad ambiental. Con la propuesta planteada se espera mejorar la reputación y
fidelización de estudiantes, así como la recomendación positiva de Centrum PUCP como una
institución comprometida con la calidad del servicio y excelencia académica, para generar un
impacto significativo en su comunidad y en la sociedad en general.
Within the scope of this Business Consulting project, the challenges faced by the Executive Education Programs Directorate of the Centrum PUCP Business School have been addressed. Among them, it has been found that student experience, the processes linked to it, and the measurement of the Net Promoter Score (NPS) represent a latent need for the Evaluation and Continuous Improvement process, especially as their international counterparts have been improving these indicators. Through quantitative and qualitative methodologies, a comprehensive analysis of current processes, the perception of key stakeholders, and the end consumer has been conducted. As a result, the proposed solution is: the automation of processes impacting student experience as a first stage, as well as the establishment of the Student Experience Office under the Executive Education Programs Directorate as a second stage. The objective is to enhance the overall student experience, address improvement opportunities, and monitor processes affecting satisfaction, thereby streamlining Directorate operations. The implementation plan for these proposals includes the activities and timelines associated with each process in a Gantt Chart, along with a suggested budget indicating the estimated amount to initiate and sustain the project. The proposal's approach will not only impact the educational experience of Executive Education program students but also contribute to the achievement of Sustainable Development Goals (SDGs) such as quality education, institutional strengthening, and environmental sustainability. With the proposed plan, it is expected to enhance student reputation and retention, as well as positive recommendation of Centrum PUCP as an institution committed to service quality and academic excellence, thereby generating a significant impact on its community and society at large.
Within the scope of this Business Consulting project, the challenges faced by the Executive Education Programs Directorate of the Centrum PUCP Business School have been addressed. Among them, it has been found that student experience, the processes linked to it, and the measurement of the Net Promoter Score (NPS) represent a latent need for the Evaluation and Continuous Improvement process, especially as their international counterparts have been improving these indicators. Through quantitative and qualitative methodologies, a comprehensive analysis of current processes, the perception of key stakeholders, and the end consumer has been conducted. As a result, the proposed solution is: the automation of processes impacting student experience as a first stage, as well as the establishment of the Student Experience Office under the Executive Education Programs Directorate as a second stage. The objective is to enhance the overall student experience, address improvement opportunities, and monitor processes affecting satisfaction, thereby streamlining Directorate operations. The implementation plan for these proposals includes the activities and timelines associated with each process in a Gantt Chart, along with a suggested budget indicating the estimated amount to initiate and sustain the project. The proposal's approach will not only impact the educational experience of Executive Education program students but also contribute to the achievement of Sustainable Development Goals (SDGs) such as quality education, institutional strengthening, and environmental sustainability. With the proposed plan, it is expected to enhance student reputation and retention, as well as positive recommendation of Centrum PUCP as an institution committed to service quality and academic excellence, thereby generating a significant impact on its community and society at large.
Description
Keywords
Consultores de empresas--Planificación estratégica, Escuelas de negocios--Perú