Repositorio Institucional UniAgustiniana
El Repositorio Institucional de la UniAgustiniana administra, preserva y difunde en OPEN ACCESS los documentos académicos de la institución: tesis, trabajos finales de graduación, libros, artículos, resultados de investigación, trabajos docentes, etc. Actualmente está indexado en varios recolectores mundiales de metadatos OAI-PMH que incrementan su visibilidad y permiten la consulta y citación de sus contenidos en todo el planeta, garantizando de este modo el acceso ilimitado y continuo a nuestra producción académica/universitaria.
Recent Submissions
Análisis financiero del proceso de evaluación crediticia para personas naturales y su impacto en el riesgo y la rentabilidad bancaria. Estudio de caso: Banco Serfinanza S.A. Financial analysis of the credit evaluation process for individuals and its impact on bank risk and profitability. Case study: Banco Serfinanza S.A.
Sanabria Serpa Benazir Cristina Andrea; Benítez Zuluaga Diego Fernando; Zamora Velandia Alexander
This study analyzes the relationship between the credit evaluation process for individuals at Banco Serfinanza S.A. and the entity's credit risk and financial profitability indicators during 2024. Using a quantitative approach with complementary documentary analysis and a descriptive-propositive scope, the entity's financial statements, audited by PricewaterhouseCoopers as of December 31, 2024, and reported to the Financial Superintendency of Colombia, were analyzed. The results reveal that Banco Serfinanza closed 2024 with a net profit of COP 2,104 million, a 67.9% decrease compared to the COP 6,546 million of 2023, with a ROA of 0.07% and a ROE of 0.61%, indicators significantly lower than the sector average. The Portfolio Quality Indicator by Maturity (ICV) registered an improvement from 7.5% to 6.6% between December 2023 and December 2024. However, this level exceeds the average for the consumer sector (5.9% according to the SFC). Net loan loss impairment expenses amounted to $361.412 billion, significantly absorbing the generated intermediation margin. The study concludes that strengthening the credit evaluation process—through improved scoring models, stricter repayment capacity criteria, and early monitoring of deterioration signals—is the central strategic lever for reducing the Probability of Default (PD), decreasing provisioning expenses, and restoring the entity's profitability levels. Four specific improvement proposals are formulated, aligned with the SARC framework and industry best practices.
CARACTERIZACIÓN Y ESTANDARIZACIÓN DE PROCESOS ORGANIZACIONALES COMO ESTRATEGIA PARA FORTALECER LA GESTIÓN DE LA CALIDAD EN PROUSTA
Nelly Paola Montenegro Martinez; Daniela Fernana Vargas Fjardo; Gissel Vivas
This research proposal aims to characterize and standardize the processes of PROUSTA (NATIONAL ASSOCIATION OF TOMASINO PROFESSIONALS) in order to strengthen its quality management by incorporating the process management approach. To this end, a qualitative research project is proposed, comprising two complementary approaches: explanatory and descriptive, involving almost all of the institution's employees through semi-structured interviews and document review. The study aims to provide the organization with strategies that strengthen its organizational structure and management capacity.
Parques Públicos con Propósito y cuidado para todos para una Transformación biosaludable de las ciudades
Boyacá Rodríguez Lady Valentina
The thesis Public Parks with a Purpose aims to design an intervention model based on project management, following the guidelines of the Project Management Institute, to transform neighborhood parks into inclusive, healthy, and sustainable environments. The research begins with an assessment of the deterioration of parks in Bogotá, evidenced by maintenance issues, inadequate infrastructure, limited accessibility, and a lack of coordination between land-use planning, health data, and efficient project management.
In this context, the study seeks to determine how the implementation of a PMI-based project management model can optimize the planning and execution of purpose-driven public parks, designed to address the distinct needs of various age groups in Bogotá.
Methodologically, a hybrid approach is adopted that integrates predictive planning tools with agile methodologies, allowing the project to be structured in accordance with international standards and adapted to the community’s social and health needs through participatory processes. The proposal includes the design of parks organized into distinct zones, incorporating criteria for universal accessibility, physical activity, biomechanical and ergonomic analysis, and social well-being.
The projected results indicate an increase in community participation, improvements in social interaction, and a reduction in health risks, especially among the elderly population. It is concluded that project management applied to public health not only optimizes the implementation of urban interventions but also generates a direct impact on quality of life, establishing that public space ceases to be merely a civil engineering project and becomes a strategic hub for health promotion and social cohesion—a key determinant of community well-being.
Implementación de estrategias de retroalimentación y apoyo para mejorar el bienestar de los moderadores de contenido en Teleperformance para 2025
Ana Maria Moreno Perez; Implementación de estrategias de retroalimentación y apoyo para mejorar el bienestar de los moderadores de contenido en Teleperformance para 2025
This study explores and interprets feedback and support strategies to improve the emotional and professional well-being of content moderators at Teleperformance, specifically at the Connecta office in Bogotá.
Content moderation is an essential task in today's digital environment, but it also presents a considerable emotional challenge due to constant exposure to explicit material. Therefore, this study aims to identify and address the psychological effects of this activity, as well as propose solutions to strengthen the organizational climate. A mixed-methods approach was used, primarily employing a survey of content moderators to identify their perceptions of the quality of feedback received and its impact on their well-being and job performance. The results revealed shortcomings in feedback processes and a lack of emotional support, leading to significant psychological strain among employees. A set of strategies is proposed, including effective feedback mechanisms, psychological well-being programs, and communication skills training for leaders, with the goal of optimizing performance and preserving the mental health of employees. This project contributes to the field of Human Talent by offering an intervention model that prioritizes the quality of life of employees and promotes a healthier and more productive work environment.
Fortalecimiento del liderazgo colaborativo a partir del diseño de un programa anual de capacitación en la Empresa de Servicios Públicos del municipio de Puerto Triunfo – Antioquia
Carrillo Quintero - Sergio Enrique, Galeano Garcés - Juan Esteban, Bolaños Roa - Diego Fernando, López Rodríguez - Ana María; Liz Katherine Ariza Matamoros
This research addresses the operational disarray and knowledge imbalance at the Puerto Triunfo Public Services Company (Antioquia), whose centralized management structure—consisting of one coordinator for 38 geographically dispersed employees, with 84% of the staff located in rural areas—is insufficient. This logistical imbalance is compounded by the absence of an Annual Training Program (ATP), which exacerbates demotivation and limits workforce cohesion. The overall objective is to strengthen collaborative leadership through the design of this training plan, which focuses on functional learning to improve daily processes. The qualitative methodology employs a focus group to diagnose existing leadership styles and identify needs and opportunities for updated knowledge. The justification for this research lies in the direct social impact of this proposed plan, which will improve the efficiency of essential sanitation services and promote specific skills among employees. The ATP is structured around the pillars of leadership, assertive communication, technical management of special waste, and sports integration days, prioritizing practical, on-the-ground training to close knowledge gaps. At the academic level, the study proposes a compensatory model applicable to organizational development in the public sector, based on continuous training, the management of transversal skills, and organizational empowerment to overcome common limitations of budget constraints and geographic dispersion. It offers a methodological framework for other small territorial entities in Colombia, as it contributes real value to sustainable performance.