Administración de Empresas

Permanent URI for this collectionhttps://repositorio.uniagustiniana.edu.co/handle/123456789/27

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Estrategias de competitividad hotelera a través de Alianzas turísticas
Eileen Uriza Quintana
La investigación se desarrolló bajo un enfoque cualitativo y de tipo descriptivo, realizando entrevista, observación directa y revisión documental Como resultado, se identificó que la baja ocupación en temporadas bajas fue la ausencia de convenio con agencias turísticas lo cual limitaba la visibilidad digital.
Análisis de la Operación de Sales Pricing SSA en DHL Global Forwarding: Diagnóstico, Evaluación y Propuestas de Mejora
Johan Alejandro Tibocha Guevara; Luz Patricia Achury Restrepo
Forwarding Colombia, where the Ocean Freight quotation operation was analyzed across the Spanish Speaking Americas region, which brings together thirteen Spanish-speaking countries in the Americas. The central problem identified was quotations in Overseas status, a condition that occurs when the QsApp pricing system does not have the information needed to complete a request and it has to be escalated to the local office of the corresponding country. Managing rates in international logistics chains requires available and up-to-date data; without it, commercial cycles get longer and competitiveness suffers (Bowersox et al., 2013). Based on the Master OFR Tracker for the first quarter of 2026, 4,495 cases in Overseas status were counted out of approximately 19,000 processed requests, with the most concerning rates in Colombia, Venezuela, and El Salvador. There are three main reasons behind these numbers. The system does not show clear rates for freight, pickup, and delivery. Each country uses different processes and manages them in its own way. Some cargo types are difficult to handle because there is no clear protocol for them. Each subsidiary operates differently, and this remains one of the most common obstacles to efficiency in multinational organizations (Bhardwaj et al., 2024). Based on these findings, concrete proposals were made. The goal was to standardize regional processes, adopt Email to Code as the single channel for requests, and document protocols for special cargo handling. All of these actions follow the digital transformation initiatives that DHL is driving globally (Christopher, 2016).
Estructura del modelo de cadena de valor dirigida a la empresa Colcampo en Bogotá./Value chain model structure directed at the company Colcampo in Bogotá.
Dussan Prada Mayuri Gicela; Pinilla Gamba Milena Katherine; Sierra Rodríguez Sergio; Lopez Rodriguez Campo Elías
This research develops a value chain structure for the company COLCAMPO in Bogotá, with the aim of improving efficiency, competitiveness, and sustainability in egg distribution through a descriptive mixed-methods approach. The proposal includes redesigning logistics processes, incorporating core technology, and defining key performance indicators (KPIs) to overcome operational dependencies and optimize customer satisfaction. For more information, see the COLCAMPO case study.
Estandarización y formalización del proceso de radicación y direccionamiento de solicitudes legales en la Gerencia de Servicio al Cliente de Cruz Verde Colombia
Cuellar Matiz Gilbert Steven
This project was developed with the purpose of documenting and standardizing the legal request registration and routing process within the Customer Service Management area of Cruz Verde Colombia. During its development, several aspects affecting process performance were identified, including the lack of standardized criteria for information registration and case tracking. Based on the analysis conducted, a set of tools was designed to improve process organization and control, including a process flowchart, a structured request submission form, and a workload monitoring tool. These initiatives aim to strengthen the management of legal requests, improve operational efficiency, and support continuous improvement within the organization.
Diseño de un modelo de medición del clima organizacional en la campaña T-Mobile de Sutherland en el año 2026
Sebastián Rojas Rojas; Leonardo Stiven Díaz Sierra; Dario Leonardo Prieto Agredo; Campo Elias Lopez Rodriguez
This research addresses the problem of high employee turnover and its direct relationship with the organizational climate in the T-Mobile customer service campaign at Sutherland. The general objective was to design an organizational climate measurement model contextualized to the operational dynamics of this specific work environment. Methodologically, the study was developed under a quantitative descriptive approach, using a population of 715 employees and collecting information through structured digital surveys with a Likert scale. The most important results revealed a positive perception of teamwork and sense of belonging, but highlighted critical issues regarding recognition, fairness in rewards, and workload. It is understood that a contextualized measurement model makes it possible to identify specific problems (such as emotional stress and pressure from performance metrics) that generic tools overlook, serving as a fundamental basis for strengthening human talent retention and organizational sustainability in the call center sector.
Propuesta de mejora administrativa para la organización de los procesos de atención al cliente y soporte técnico en una empresa del sector de circuito cerrado de televisión (CCTV)
Cárdenas-Fernández, Raúl; Achury, Luz Patricia
This study aims to design an administrative improvement proposal for the organization of customer service and technical support processes in a closed-circuit television (CCTV) company, in order to optimize internal management, improve response times, and strengthen operational efficiency. This research was developed using a descriptive, qualitative approach with a proposal-oriented scope, employing techniques such as direct observation, document review, and process mapping. These techniques allowed for the identification of a concentration of functions in management, a lack of standardized procedures, deficiencies in internal communication, and a lack of document control. Consequently, a proposal was designed that includes redesigning the functional organizational chart, implementing a RACI matrix, and developing administrative strategies focused on role classification, improving internal communication, information control, and staff training. These actions seek to strengthen process organization, improve service quality, and increase customer satisfaction, contributing to the company's development and competitiveness.
Propuesta para optimizar la gestión administrativa de la microempresa Toom Boom
Pedraza-Morales, Luisa Valentina; López-Rodríguez, Campo Elías
The purpose of the research was to improve the administrative management of the microenterprise Toom Boom Logística y Eventos through the design of procedures focused on better coordinating and controlling its functional areas. The research was conducted after identifying weaknesses related to strategic planning, internal organization, process formalization, and administrative control systems, which affect operational performance and business competitiveness. The study was carried out using a qualitative and descriptive approach, employing document analysis and case study as the main methods. This made it possible to thoroughly examine the organizational operations of the microenterprise. It was observed that many administrative processes are carried out empirically and without established procedures, which creates difficulties in coordinating tasks, making decisions, and controlling the organization. Based on these findings, recommendations were made to optimize processes, improve internal organization, and strengthen administrative control. Finally, it is concluded that strengthening administrative management is essential to enhance productivity, competitiveness, and sustainability in microenterprises within the logistics and events sector.
Propuesta para un plan estrategico de digitalizacion financiera de la empresa Tecphone SAS/Proposal for a strategic plan for the financial digitization of the company Tecphone SAS
Paula Andrea Rodriguez Restrepo; Luz Alejandra Rodriguez Restrepo; Jennifer Alejandra Caro Ramirez
Digital transformation has become essential for improving the efficiency of financial processes within organizations. This research aimed to diagnose the level of financial digitization in a company, identify gaps, and propose a strategic plan for its strengthening. A survey was administered to 49 employees from different departments, analyzing aspects such as the use of digital tools, process automation, systems integration, and training in financial technologies. The results showed that, although there is widespread use of platforms such as ERP and Power BI, shortcomings persist in automation, interdepartmental integration, and the use of financial analytics. A lack of clear protocols in some areas and insufficient training in data protection were also identified. Based on these findings, a three-phase plan was designed: adoption of basic tools, integration of financial systems, and application of analytics for decision-making. The study concludes that proper digitization can reduce operational times, improve information accuracy, and strengthen strategic decision-making. This proposal seeks to contribute to the digital transformation of the finance department and can be adapted to other companies in the same sector.
Mejora del Proceso de Seguimiento de Actividades del Personal Técnico en el 1 Departamento de Facilities & Property de SGS Colombia Holding S.A.S. Ubicado en Bogotá D.C
Calcetero-Rueda, Juan Augusto; Castaneda-Blanco, Carlos Julio
This document presents a comprehensive proposal to optimize the technical monitoring process of SGS Sutherland's Facilities Department through the planned implementation of a digital workflow: data capture with Microsoft Forms, consolidation in template.xlsx, bulk upload to iSmart, automations with Power Automate, repository in SharePoint/OneDrive, and visualization in Power BI. The proposed action plan includes diagnostics, design of standardized forms, configuration of automated workflows, acquisition of essential equipment (tablets), training for technical staff, and creation of an operating manual.
Diseño de un plan de bienestar para contratistas basado en un diagnóstico participativo: Una propuesta viable para la Secretaría de Educación de Mosquera, Cundinamarca 2025
Morales-Ubaque, Daniel Steven; Rodríguez, Carlos Andrés
This research presents the design of a comprehensive well-being plan for contractors of the Secretariat of Education of Mosquera, based on a participatory diagnostic approach that integrates both quantitative and qualitative methods. Surveys administered to 82 contractors and semi-structured interviews with institutional leaders revealed key perceptions regarding organizational climate, motivation, recognition, availability of resources and institutional communication. Findings show significant gaps in feedback, leadership support, recognition, participation, and working conditions, all of which negatively affect motivation, organizational climate, and overall well-being. Based on these results, a multi-dimensional well-being plan was developed, incorporating physical, emotional, social, professional, and recognition components. The plan aligns with national public sector regulations and the existing Teacher Well-being Plan, ensuring a legally viable and budget-efficient proposal. The study contributes a replicable model for public entities that rely heavily on service contractors and seek to improve job satisfaction, institutional belonging, and workforce stability.
Plan de Mejora en el Servicio al Cliente en el Restaurante el Potrero
Montes-Velasco, María Fernanda; Rodríguez-Santana, Carlos Andrés
The purpose of this work is to design and implement a plan to improve the customer service of the restaurant El Potrero Gourmet, located in the town of Chapinero in Bogotá. This establishment is characterized by offering typical Colombian food in a cozy and traditional atmosphere, but has identified some shortcomings in customer service that require a structured intervention. Customer service represents a decisive factor in the consumer's perception of value. In the gastronomic sector, where experience influences as much as the quality of the product, providing timely, warm and standardized attention is essential for loyalty and competitive positioning. In this context, this work proposes a concrete proposal that is based on contemporary administrative and strategic theories, as well as recent studies on quality management in tourist and urban restaurants. To this end, a diagnosis was developed based on customer surveys and employee interviews, critical points of the attention process were identified and specific actions were formulated that include the training of human talent, the implementation of service protocols and the use of technological tools for monitoring and loyalty.
Aplicación, diseño del proceso y seguimiento de pedidos e indicadores del laboratorio Químico en la compañía Protela S.A.
Rendon-Jaramillo, Yuly Marcela; Castañeda-Blanco, Carlos Julio
This work was carried out at Protela S.A. and its primary objective was to design an improvement plan focused on order fulfillment management. It began with an analysis of the different process variables used in the chemical laboratory (lack of follow-up, poor order entry, variation changes, late order entry by production planning to the chemical laboratory). To highlight the above variables, tools such as interviews (see Annex 2) and document analysis, including DOFA, were used to identify the causes directly from the process itself, opportunities for improvement, and feasible actions. These breaches generate a loss of 2,000,000 million pesos for the company, averaged from January to the cut-off date of October 2025, thus affecting the company's budget and, in turn, generating a loss of credibility among customers. This not only affects Protela S.A., but also affects the customer and their final products. They require raw materials to begin manufacturing and, in turn, to launch collections that reach end users. This improvement plan will reduce the number of orders that fail to meet specifications for various reasons, such as new colors in the reference, changes in raw materials (variants), different shades, among others. In one way or another, we are automating a large part of the process, as the information will be more accurate and online to achieve the company's goal
Economía del comportamiento: investigación y práctica en la gestión de recursos humanos
Urueña-Bonilla, Angela Elena; Ardila-Franco, Richard Gustavo
The main objective of this work is to analyze behavioral economics in the context of human resources management. Using a bibliographic approach and a systematic literature review methodology, we provided a description of the characteristics of behavioral economics, cited some authors who have contributed to this discipline, as well as their most important theories and supporting foundations. Finally, we assessed the level of research and application that behavioral economics has had in the field of human resources management. The results demonstrated that behavioral economics is a valuable tool for managing intellectual capital, significantly enhancing employee performance and well-being, thereby promoting sustainability and the achievement of organizational objectives. Despite the increasing application of behavioral economics in both public and private organizations, (especially concerning nudges), there is a need for further research in this area and the utilization of measures based on behavioral economics to assess behavior and performance in the workplace.
Uso de la billetera digital como estrategia de inclusión financiera en la micro y pequeñas empresas en la ciudad de Bogotá para el periodo 2015 – 2022
Reyes-Riveros, Juan Sebastian; Riaño, Carlos Fernando
The incorporation of financial technology and access to banking services through mobile applications and online platforms offer an unprecedented opportunity to expand financial inclusion by reaching more people who are excluded in the traditional banking system. In this work, a documentary investigation was carried out with the purpose of evaluating the relevance of the use of the digital wallet as a financial inclusion strategy in micro and small businesses in the city of Bogotá for the period 2015 2022, determining that these financial tools have have been vital for small and micro businesses to have been integrated into the financial inclusion process and thus improving the security of their assets, the service provided to their clients, leaving aside traditional accounting for digital systems that allow the evaluation of at a glance the state of finances in the desired period, in this way micro and small businesses obtain grater financial and accounting control.

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