Business consulting – empresa Diebold Nixdorf Perú
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Date
2022-04-08
Journal Title
Journal ISSN
Volume Title
Publisher
Pontificia Universidad Católica del Perú
Abstract
Diebold Nixdorf es una reconocida empresa fabricante de cajeros automáticos o
ATM’s. Desde 1987 operan en Perú y se han convertido en la marca con mayor presencia a
nivel nacional, teniendo como principales clientes a las entidades financieras tales como
Bancos y Cajas. Mediante el Business Consulting se han logrado identificar tres problemas,
los retrasos en tiempos de entrega de los ATM’s, la información no controlada de las
cotizaciones y el incumplimiento de contrato en los tiempos de atención por mantenimiento
de ATM’s, siendo este último el principal problema ya que el incumplimiento tiene como
consecuencia el pago de penalidades que afectan a su rentabilidad, así como a la imagen de la
empresa que poco a poco va disminuyendo el porcentaje de participación en el
mantenimiento de cajeros automáticos.
A través de las entrevistas realizadas al Country Manager, Gerentes de Servicio y RR.
HH, así como a los técnicos de campo, responsables de la atención de los servicios, se
determinaron dos causas que originan el problema, el personal técnico se encuentra poco
motivado y es poco calificado para realizar las atenciones. Ante esto, se propone implementar
un Plan integral para el área de servicios, que incluye una actualización al plan de
capacitaciones, un plan de incentivos y un plan de retroalimentación del desempeño, de esta
manera potenciamos las capacidades de los técnicos de campo, brindándole el conocimiento
necesario para realizar las atenciones, así como desarrollando sus habilidades blandas en
conjunto con sus líderes, de manera que se conviertan en el activo más valioso de la empresa.
Este Plan integral requiere de una inversión de $81,500 asumidos por la empresa, que serán
recuperados en un periodo de 1 año y 28 días. Con los indicadores se demuestra que la
propuesta es viable y generará mayor rentabilidad, así como ventaja competitiva para la
organización.
Diebold Nixdorf is a renowned manufacturer of automated teller machines or ATM's. They have been operating in Peru since 1987 and have become the brand with the greatest presence at the national level, with financial entities such as banks and savings banks as their main clients. Through Business Consulting, three problems have been identified: delays in ATM delivery times, uncontrolled information on quotes, and breach of contract in ATM maintenance service times, the latter being the main problem since that non-compliance has as a consequence the payment of penalties that affect its profitability, as well as the image of the company that little by little is decreasing the percentage of participation in the maintenance of ATMs. Through interviews with the Country Manager, Service Managers and RR. HH, as well as the field technicians, responsible for the attention of the services, two causes that originate the problem were determined, the technical personnel is little motivated and is little qualified to carry out the attention. Given this, it is proposed to implement a Comprehensive Plan for the service area, which includes an update to the training plan, an incentive plan and a performance feedback plan, in this way we enhance the capabilities of field technicians, providing the necessary knowledge to carry out the services, as well as developing their soft skills together with their leaders, so that they become the most valuable asset of the company. This Comprehensive Plan requires an investment of $81,500 assumed by the company, which will be recovered in a period of 1 year and 28 days. With the indicators it is shown that the proposal is viable and will generate greater profitability, as well as a competitive advantage for the organization.
Diebold Nixdorf is a renowned manufacturer of automated teller machines or ATM's. They have been operating in Peru since 1987 and have become the brand with the greatest presence at the national level, with financial entities such as banks and savings banks as their main clients. Through Business Consulting, three problems have been identified: delays in ATM delivery times, uncontrolled information on quotes, and breach of contract in ATM maintenance service times, the latter being the main problem since that non-compliance has as a consequence the payment of penalties that affect its profitability, as well as the image of the company that little by little is decreasing the percentage of participation in the maintenance of ATMs. Through interviews with the Country Manager, Service Managers and RR. HH, as well as the field technicians, responsible for the attention of the services, two causes that originate the problem were determined, the technical personnel is little motivated and is little qualified to carry out the attention. Given this, it is proposed to implement a Comprehensive Plan for the service area, which includes an update to the training plan, an incentive plan and a performance feedback plan, in this way we enhance the capabilities of field technicians, providing the necessary knowledge to carry out the services, as well as developing their soft skills together with their leaders, so that they become the most valuable asset of the company. This Comprehensive Plan requires an investment of $81,500 assumed by the company, which will be recovered in a period of 1 year and 28 days. With the indicators it is shown that the proposal is viable and will generate greater profitability, as well as a competitive advantage for the organization.
Description
Keywords
Consultores de empresas--Planificación estratégica, Instituciones financieras--Perú, Felicidad y motivación laboral