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{\phpg\posx4537\pvpg\posy5344\absw5391\absh1608 \f10 \fs22 \cf0 \f10 \fs22 \cf0 A
mis t�as Cecilia, Mercedes y Nelly las cuales
\par}{\phpg\posx4537\pvpg\posy5344\absw5391\absh1608 \sl-415 \f10 \fs22 \cf0 me
han apoyado en el transcurso de mi etapa
\par}{\phpg\posx4537\pvpg\posy5344\absw5391\absh1608 \sl-412 \f10 \fs22 \cf0
universitaria.
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\fi2870 Pamela Hidalgo Far�as \par
}
{\phpg\posx4498\pvpg\posy8184\absw5536\absh1731 \f10 \fs22 \cf0 \f10 \fs22 \cf0 Mi
profundo agradecimiento a Dios, a mi familia y
\par}{\phpg\posx4498\pvpg\posy8184\absw5536\absh1731 \sl-275 \par\f10 \fs22 \cf0 a
todas aquellas personas que colaboraron para
\par}{\phpg\posx4498\pvpg\posy8184\absw5536\absh1731 \sl-276 \par\f10 \fs22 \cf0
hacer posible este trabajo.
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\fi3062 Alexi Mart�nez Segura \par
}
{\phpg\posx4537\pvpg\posy11343\absw5429\absh1731 \f10 \fs22 \cf0 \f10 \fs22 \cf0 A
Dios por darme la fuerza y constancia para
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cumplir mis objetivos, a mis Padres y hermanos
\par}{\phpg\posx4537\pvpg\posy11343\absw5429\absh1731 \sl-276 \par\f10 \fs22 \cf0
por su apoyo incondicional
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\cf0 \fi3310 Delia Ter�n Torres \par
}
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\fs27 \cf0 DEDICATORIA \par
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{\phpg\posx4357\pvpg\posy5495\absw201\absh240 \f10 \fs21 \cf0 \f10 \fs21 \cf0 A
\par
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{\phpg\posx4793\pvpg\posy5495\absw428\absh240 \f10 \fs21 \cf0 \f10 \fs21 \cf0
mis \par
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{\phpg\posx5440\pvpg\posy5495\absw819\absh240 \f10 \fs21 \cf0 \f10 \fs21 \cf0
padres \par
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{\phpg\posx6450\pvpg\posy5495\absw411\absh240 \f10 \fs21 \cf0 \f10 \fs21 \cf0
por \par
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{\phpg\posx7071\pvpg\posy5495\absw298\absh240 \f10 \fs21 \cf0 \f10 \fs21 \cf0 su
\par
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{\phpg\posx7601\pvpg\posy5495\absw1014\absh240 \f10 \fs21 \cf0 \f10 \fs21 \cf0
esfuerzo \par
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{\phpg\posx8795\pvpg\posy5495\absw165\absh240 \f10 \fs21 \cf0 \f10 \fs21 \cf0 y
\par
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{\phpg\posx9188\pvpg\posy5495\absw746\absh240 \f10 \fs21 \cf0 \f10 \fs21 \cf0 apoyo
\par
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{\phpg\posx4357\pvpg\posy5908\absw1515\absh240 \f10 \fs21 \cf0 \f10 \fs21 \cf0
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{\phpg\posx7407\pvpg\posy6321\absw2459\absh240 \f10 \fs21 \cf0 \f10 \fs21 \cf0
Pamela Hidalgo Far�as \par
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{\phpg\posx4318\pvpg\posy7976\absw5771\absh231 \f10 \fs20 \cf0 \f10 \fs20 \cf0 Con
amor dedico este trabajo a mis padres por \par
}
{\phpg\posx4318\pvpg\posy8507\absw4406\absh706 \f10 \fs20 \cf0 \f10 \fs20 \cf0
brindarme su apoyo incondicional y por
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cada d�a a seguir adelante. \par
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{\phpg\posx8898\pvpg\posy8507\absw1127\absh231 \f10 \fs20 \cf0 \f10 \fs20 \cf0
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{\phpg\posx7659\pvpg\posy9565\absw2271\absh231 \f10 \fs20 \cf0 \f10 \fs20 \cf0
Alexi Mart�nez Segura \par
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{\phpg\posx4357\pvpg\posy11337\absw5643\absh2611 \f10 \fs20 \cf0 \f10 \fs20 \cf0 A
Dios, por darme sabidur�a para tomar las mejores
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decisiones.
\par}{\phpg\posx4357\pvpg\posy11337\absw5643\absh2611 \sl-263 \par\f10 \fs20 \cf0 A
mis Padres y Hermanos, por demostrar que cada
\par}{\phpg\posx4357\pvpg\posy11337\absw5643\absh2611 \sl-265 \par\f10 \fs20 \cf0
paso que d� cuenta.
\par}{\phpg\posx4357\pvpg\posy11337\absw5643\absh2611 \sl-264 \par\f10 \fs20 \cf0 A
Juan Carlos V. por ser un amigo sin condiciones.
\par}{\phpg\posx4357\pvpg\posy11337\absw5643\absh2611 \sl-265 \par\f10 \fs20
\cf0 \fi3574 Delia Ter�n Torres \par
}
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\fs29 \cf0 DECLARACI�N EXPRESA \par
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{\phpg\posx2268\pvpg\posy5560\absw8399\absh1234 \f10 \fs22 \cf0 \f10 \fs22 \cf0 "La
responsabilidad del contenido de esta tesis de grado, me corresponde
\par}{\phpg\posx2268\pvpg\posy5560\absw8399\absh1234 \sl-276 \par\f10 \fs22 \cf0
exclusivamente; y el patrimonio intelectual de la misma a la ESCUELA
\par}{\phpg\posx2268\pvpg\posy5560\absw8399\absh1234 \sl-275 \par\f10 \fs22 \cf0
SUPERIOR POLIT�CNICA DEL LITORAL" \par
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Pamela Hidalgo Far�as \par
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Alexi Mart�nez Segura \par
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{\phpg\posx5449\pvpg\posy11716\absw1957\absh231 \f10 \fs21 \cf0 \f10 \fs21 \cf0
Delia Ter�n Torres \par
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\par}{\phpg\posx2268\pvpg\posy3068\absw8467\absh3436 \sl-276 \par\b \f10 \fs27 \cf0
{\b0 \fs21 en}{\b0 \fs21 objetivos}{\b0 \fs21 espec�ficos}{\b0 \fs21 cuyo}
{\b0 \fs21 logro}{\b0 \fs21 sea}{\b0 \fs21 medible}{\b0 \fs21 a}{\b0 \fs21
trav�s}{\b0 \fs21 de}{\b0 \fs21 un}{\b0 \fs21 conjunto}{\b0 \fs21 de }
\par}{\phpg\posx2268\pvpg\posy3068\absw8467\absh3436 \sl-275 \par\b \f10 \fs27 \cf0
{\b0 \fs21 indicadores}{\b0 \fs21 de}{\b0 \fs21 desempe�o}{\b0 \fs21 del}{\b0
\fs21 negocio. }\par
}
{\phpg\posx2268\pvpg\posy7723\absw8417\absh2724 \f10 \fs21 \cf0 \f10 \fs21 \cf0 Se
ha efectuado un dise�o del Balanced Scorecard a un Instituto de Ingl�s, el
\par}{\phpg\posx2268\pvpg\posy7723\absw8417\absh2724 \sl-276 \par\f10 \fs21 \cf0
cual inicia con el estudio de las fortalezas y debilidades, los
principales
\par}{\phpg\posx2268\pvpg\posy7723\absw8417\absh2724 \sl-275 \par\f10 \fs21 \cf0
Stakeholders, el mercado y la competencia. Se desarroll� a nivel empresarial
\par}{\phpg\posx2268\pvpg\posy7723\absw8417\absh2724 \sl-276 \par\f10 \fs21 \cf0 y
departamental objetivos estrat�gicos los cuales ser�n medidos por medio
\par}{\phpg\posx2268\pvpg\posy7723\absw8417\absh2724 \sl-275 \par\f10 \fs21 \cf0 de
indicadores establecidos para cada nivel, y por �ltimo se examinaron los
\par}{\phpg\posx2268\pvpg\posy7723\absw8417\absh2724 \sl-276 \par\f10 \fs21 \cf0
procesos operativos del Instituto. \par
}
{\phpg\posx2268\pvpg\posy11588\absw8428\absh2725 \f10 \fs21 \cf0 \f10 \fs21 \cf0 Se
dise�� un software que nos ayudar� a controlar la gesti�n de los objetivos
\par}{\phpg\posx2268\pvpg\posy11588\absw8428\absh2725 \sl-275 \par\f10 \fs21 \cf0
estrat�gicos a trav�s de los indicadores definidos; y que nos permitir�
\par}{\phpg\posx2268\pvpg\posy11588\absw8428\absh2725 \sl-276 \par\f10 \fs21 \cf0
representar el desempe�o de los mismos, proporcion�ndonos informaci�n de
\par}{\phpg\posx2268\pvpg\posy11588\absw8428\absh2725 \sl-276 \par\f10 \fs21 \cf0
los indicadores por departamento y por perspectivas.
Finalmente
\par}{\phpg\posx2268\pvpg\posy11588\absw8428\absh2725 \sl-276 \par\f10 \fs21 \cf0
concluiremos nuestra labor con una auditoria que nos permitir� la evaluaci�n
\par}{\phpg\posx2268\pvpg\posy11588\absw8428\absh2725 \sl-276 \par\f10 \fs21 \cf0
del BSC, y de la misma manera a los indicadores. \par
}
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}}\par}{\phpg\posx5081\pvpg\posy2986\absw2786\absh310 \b \f10 \fs27 \cf0 \b \f10
\fs27 \cf0 INDICE GENERAL \par
}
{\phpg\posx2268\pvpg\posy4057\absw1942\absh310 \b \f10 \fs27 \cf0 \b \f10 \fs27
\cf0 CAP�TULO I \par
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{\phpg\posx2268\pvpg\posy4768\absw393\absh737 \b \f10 \fs21 \cf0 \b \f10 \fs21 \cf0
1.1
\par}{\phpg\posx2268\pvpg\posy4768\absw393\absh737 \sl-276 \par\b \f10 \fs21 \cf0
1.2 \par
}
{\phpg\posx9868\pvpg\posy4057\absw804\absh310 \b \f10 \fs27 \cf0 \b \f10 \fs27 \cf0
PAG \par
}
{\phpg\posx2268\pvpg\posy6976\absw393\absh2725 \b \f10 \fs21 \cf0 \b \f10 \fs21
\cf0 1.3
\par}{\phpg\posx2268\pvpg\posy6976\absw393\absh2725 \sl-276 \par\b \f10 \fs21 \cf0
1.4
\par}{\phpg\posx2268\pvpg\posy6976\absw393\absh2725 \sl-276 \par\b \f10 \fs21 \cf0
1.5
\par}{\phpg\posx2268\pvpg\posy6976\absw393\absh2725 \sl-276 \par\b \f10 \fs21 \cf0
1.6
\par}{\phpg\posx2268\pvpg\posy6976\absw393\absh2725 \sl-276 \par\b \f10 \fs21 \cf0
1.7
\par}{\phpg\posx2268\pvpg\posy6976\absw393\absh2725 \sl-275 \par\b \f10 \fs21 \cf0
1.8 \par
}
{\phpg\posx2976\pvpg\posy4768\absw8317\absh8685 \b \f10 \fs21 \cf0 \b \f10 \fs21
\cf0
DEFINICI�N.........................................................................
................ 5
\par}{\phpg\posx2976\pvpg\posy4768\absw8317\absh8685 \sl-276 \par\b \f10 \fs21 \cf0
Elementos De Un Balanced Scorecard............................................. 6
\par}{\phpg\posx2976\pvpg\posy4768\absw8317\absh8685 \sl-276 \par\b \f10 \fs21 \cf0
1.2.1 Misi�n, Visi�n Y Valores{\field{\*\fldinst SYMBOL 188 \\f Symbol }}
{\field{\*\fldinst SYMBOL 188 \\f Symbol }}{\field{\*\fldinst SYMBOL 188 \\f Symbol
}}{\field{\*\fldinst SYMBOL 188 \\f Symbol }}{\field{\*\fldinst SYMBOL 188 \\f
Symbol }}{\field{\*\fldinst SYMBOL 188 \\f Symbol }}{\field{\*\fldinst SYMBOL
188 \\f Symbol }}{\field{\*\fldinst SYMBOL 188 \\f Symbol }}{\field{\*\fldinst
SYMBOL 188 \\f Symbol }}{\field{\*\fldinst SYMBOL 188 \\f Symbol }}
{\field{\*\fldinst SYMBOL 188 \\f Symbol }}{\field{\*\fldinst SYMBOL 188 \\f Symbol
}}{\field{\*\fldinst SYMBOL 188 \\f Symbol }}{\field{\*\fldinst SYMBOL 188 \\f
Symbol }}{\field{\*\fldinst SYMBOL 188 \\f Symbol }}{\field{\*\fldinst SYMBOL
188 \\f Symbol }}.. 6
\par}{\phpg\posx2976\pvpg\posy4768\absw8317\absh8685 \sl-275 \par\b \f10 \fs21 \cf0
1.2.2 Perspectivas, Mapas Estrat�gicos Y Objetivos{\field{\*\fldinst SYMBOL 188 \\f
Symbol }}{\field{\*\fldinst SYMBOL 188 \\f Symbol }}{\field{\*\fldinst SYMBOL
188 \\f Symbol }}{\field{\*\fldinst SYMBOL 188 \\f Symbol }}{\field{\*\fldinst
SYMBOL 188 \\f Symbol }}{\field{\*\fldinst SYMBOL 188 \\f Symbol }}..6
\par}{\phpg\posx2976\pvpg\posy4768\absw8317\absh8685 \sl-275 \par\b \f10 \fs21 \cf0
Propuesta Del Valor Al
Cliente........................................................ 10
\par}{\phpg\posx2976\pvpg\posy4768\absw8317\absh8685 \sl-276 \par\b \f10 \fs21 \cf0
Indicadores Y Sus
Metas ................................................................. 11
\par}{\phpg\posx2976\pvpg\posy4768\absw8317\absh8685 \sl-276 \par\b \f10 \fs21 \cf0
Iniciativas
Estrat�gicas.................................................................... 12

\par}{\phpg\posx2976\pvpg\posy4768\absw8317\absh8685 \sl-276 \par\b \f10 \fs21 \cf0


Responsable Y
Recursos ................................................................ 12
\par}{\phpg\posx2976\pvpg\posy4768\absw8317\absh8685 \sl-276 \par\b \f10 \fs21 \cf0
Evaluaci�n
Subjetiva........................................................................
13
\par}{\phpg\posx2976\pvpg\posy4768\absw8317\absh8685 \sl-275 \par\b \f10 \fs21 \cf0
Enfoque Por
Procesos..................................................................... 14
\par}{\phpg\posx2976\pvpg\posy4768\absw8317\absh8685 \sl-275 \par\b \f10 \fs21 \cf0
1.8.1La identificaci�n y determinaci�n de la secuencia de
\par}{\phpg\posx2976\pvpg\posy4768\absw8317\absh8685 \sl-275 \par\b \f10 \fs21 \cf0
procesos{\field{\*\fldinst SYMBOL 188 \\f Symbol }}{\field{\*\fldinst SYMBOL
188 \\f Symbol }}{\field{\*\fldinst SYMBOL 188 \\f Symbol }}{\field{\*\fldinst
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{\field{\*\fldinst SYMBOL 188 \\f Symbol }}{\field{\*\fldinst SYMBOL 188 \\f Symbol
}}{\field{\*\fldinst SYMBOL 188 \\f Symbol }}{\field{\*\fldinst SYMBOL 188 \\f
Symbol }}{\field{\*\fldinst SYMBOL 188 \\f Symbol }}{\field{\*\fldinst SYMBOL
188 \\f Symbol }}{\field{\*\fldinst SYMBOL 188 \\f Symbol }}{\field{\*\fldinst
SYMBOL 188 \\f Symbol }}{\field{\*\fldinst SYMBOL 188 \\f Symbol }}
{\field{\*\fldinst SYMBOL 188 \\f Symbol }}{\field{\*\fldinst SYMBOL 188 \\f Symbol
}}{\field{\*\fldinst SYMBOL 188 \\f Symbol }}{\field{\*\fldinst SYMBOL 188 \\f
Symbol }}{\field{\*\fldinst SYMBOL 188 \\f Symbol }}{\field{\*\fldinst SYMBOL
188 \\f Symbol }}{\field{\*\fldinst SYMBOL 188 \\f Symbol }}{\field{\*\fldinst
SYMBOL 188 \\f Symbol }}{\field{\*\fldinst SYMBOL 188 \\f Symbol }}
{\field{\*\fldinst SYMBOL 188 \\f Symbol }}{\field{\*\fldinst SYMBOL 188 \\f Symbol
}}...15
\par}{\phpg\posx2976\pvpg\posy4768\absw8317\absh8685 \sl-276 \par\b \f10 \fs21 \cf0
1.8.2 Descripci�n de cada uno de los procesos{\field{\*\fldinst SYMBOL 188 \\f
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188 \\f Symbol }}{\field{\*\fldinst SYMBOL 188 \\f Symbol }}{\field{\*\fldinst
SYMBOL 188 \\f Symbol }}{\field{\*\fldinst SYMBOL 188 \\f Symbol }}
{\field{\*\fldinst SYMBOL 188 \\f Symbol }}{\field{\*\fldinst SYMBOL 188 \\f Symbol
}}18
\par}{\phpg\posx2976\pvpg\posy4768\absw8317\absh8685 \sl-276 \par\b \f10 \fs21 \cf0
1.8.3Descripci�n de las activid. del proceso (diagrama de
\par}{\phpg\posx2976\pvpg\posy4768\absw8317\absh8685 \sl-275 \par\b \f10 \fs21 \cf0
proceso) ..........................................................................
.................. 19
\par}{\phpg\posx2976\pvpg\posy4768\absw8317\absh8685 \sl-276 \par\b \f10 \fs21 \cf0
1.8.4Descripci�n caract. del proceso (Ficha del
\par}{\phpg\posx2976\pvpg\posy4768\absw8317\absh8685 \sl-276 \par\b \f10 \fs21 \cf0
proceso){\field{\*\fldinst SYMBOL 188 \\f Symbol }}{\field{\*\fldinst SYMBOL
188 \\f Symbol }}{\field{\*\fldinst SYMBOL 188 \\f Symbol }}{\field{\*\fldinst
SYMBOL 188 \\f Symbol }}{\field{\*\fldinst SYMBOL 188 \\f Symbol }}
{\field{\*\fldinst SYMBOL 188 \\f Symbol }}{\field{\*\fldinst SYMBOL 188 \\f Symbol
}}{\field{\*\fldinst SYMBOL 188 \\f Symbol }}{\field{\*\fldinst SYMBOL 188 \\f
Symbol }}{\field{\*\fldinst SYMBOL 188 \\f Symbol }}{\field{\*\fldinst SYMBOL
188 \\f Symbol }}{\field{\*\fldinst SYMBOL 188 \\f Symbol }}{\field{\*\fldinst
SYMBOL 188 \\f Symbol }}{\field{\*\fldinst SYMBOL 188 \\f Symbol }}
{\field{\*\fldinst SYMBOL 188 \\f Symbol }}{\field{\*\fldinst SYMBOL 188 \\f Symbol
}}{\field{\*\fldinst SYMBOL 188 \\f Symbol }}{\field{\*\fldinst SYMBOL 188 \\f
Symbol }}{\field{\*\fldinst SYMBOL 188 \\f Symbol }}...{\field{\*\fldinst SYMBOL
188 \\f Symbol }}{\field{\*\fldinst SYMBOL 188 \\f Symbol }}{\field{\*\fldinst
SYMBOL 188 \\f Symbol }}{\field{\*\fldinst SYMBOL 188 \\f Symbol }}
{\field{\*\fldinst SYMBOL 188 \\f Symbol }}{\field{\*\fldinst SYMBOL 188 \\f Symbol
}}.20
\par}{\phpg\posx2976\pvpg\posy4768\absw8317\absh8685 \sl-276 \par\b \f10 \fs21 \cf0
1.8.5Seguimiento y medici�n de los procesos{\field{\*\fldinst SYMBOL 188 \\f Symbol
}}{\field{\*\fldinst SYMBOL 188 \\f Symbol }}{\field{\*\fldinst SYMBOL 188 \\f
Symbol }}{\field{\*\fldinst SYMBOL 188 \\f Symbol }}{\field{\*\fldinst SYMBOL
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SYMBOL 188 \\f Symbol }}......20 \par
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}
{\phpg\posx2268\pvpg\posy3183\absw2017\absh310 \b \f10 \fs27 \cf0 \b \f10 \fs27
\cf0 CAP�TULO II \par
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{\phpg\posx2268\pvpg\posy3767\absw393\absh1731 \b \f10 \fs21 \cf0 \b \f10 \fs21
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\par}{\phpg\posx2268\pvpg\posy3767\absw393\absh1731 \sl-275 \par\b \f10 \fs21 \cf0
2.2
\par}{\phpg\posx2268\pvpg\posy3767\absw393\absh1731 \sl-276 \par\b \f10 \fs21 \cf0
2.3
\par}{\phpg\posx2268\pvpg\posy3767\absw393\absh1731 \sl-276 \par\b \f10 \fs21 \cf0
2.4 \par
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{\phpg\posx9868\pvpg\posy3183\absw804\absh310 \b \f10 \fs27 \cf0 \b \f10 \fs27 \cf0
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{\phpg\posx2268\pvpg\posy7079\absw393\absh738 \b \f10 \fs21 \cf0 \b \f10 \fs21 \cf0
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2.6 \par
}
{\phpg\posx2976\pvpg\posy3767\absw8303\absh3719 \b \f10 \fs21 \cf0 \b \f10 \fs21
\cf0
Antecedentes.......................................................................
............. 24
\par}{\phpg\posx2976\pvpg\posy3767\absw8303\absh3719 \sl-275 \par\b \f10 \fs21 \cf0
Estructura
Organizacional............................................................... 25
\par}{\phpg\posx2976\pvpg\posy3767\absw8303\absh3719 \sl-276 \par\b \f10 \fs21 \cf0
Mision Y
Vision.............................................................................
.... 25
\par}{\phpg\posx2976\pvpg\posy3767\absw8303\absh3719 \sl-276 \par\b \f10 \fs21 \cf0
Metodolog�a Y
Cursos...................................................................... 26
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2.4.1 Metodolog�a De Ense�anza{\field{\*\fldinst SYMBOL 188 \\f Symbol }}
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\par}{\phpg\posx2976\pvpg\posy3767\absw8303\absh3719 \sl-275 \par\b \f10 \fs21 \cf0
Materiales.........................................................................
................. 31
\par}{\phpg\posx2976\pvpg\posy3767\absw8303\absh3719 \sl-276 \par\b \f10 \fs21 \cf0
Personal ..........................................................................
.................. 31 \par
}
{\phpg\posx2268\pvpg\posy8541\absw2092\absh310 \b \f10 \fs27 \cf0 \b \f10 \fs27
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{\phpg\posx2268\pvpg\posy9127\absw393\absh1234 \b \f10 \fs21 \cf0 \b \f10 \fs21
\cf0 3.1
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3.2
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{\phpg\posx9868\pvpg\posy8541\absw804\absh310 \b \f10 \fs27 \cf0 \b \f10 \fs27 \cf0
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{\phpg\posx2268\pvpg\posy12437\absw393\absh1234 \b \f10 \fs21 \cf0 \b \f10 \fs21
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\par}{\phpg\posx2268\pvpg\posy12437\absw393\absh1234 \sl-275 \par\b \f10 \fs21 \cf0
3.5
\par}{\phpg\posx2268\pvpg\posy12437\absw393\absh1234 \sl-276 \par\b \f10 \fs21 \cf0
3.6 \par
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{\phpg\posx2976\pvpg\posy9127\absw8266\absh4710 \b \f10 \fs21 \cf0 \b \f10 \fs21
\cf0
Introducci�n.......................................................................
............... 32
\par}{\phpg\posx2976\pvpg\posy9127\absw8266\absh4710 \sl-276 \par\b \f10 \fs21 \cf0
Definici�n Del Negocio Para El Instituto ........................................
33
\par}{\phpg\posx2976\pvpg\posy9127\absw8266\absh4710 \sl-275 \par\b \f10 \fs21 \cf0
An�lisis
Foda...............................................................................
..... 34
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\par}{\phpg\posx2976\pvpg\posy9127\absw8266\absh4710 \sl-276 \par\b \f10 \fs21 \cf0
An�lisis Del Mercado Y La Competencia ....................................... 38
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An�lisis De Los
Stakeholders ......................................................... 39
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Estrategia Del Oc�ano
Azul............................................................. 43
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\fi551 oc�anos
azules......................................................................... 47
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{\field{\*\fldinst SYMBOL 188 \\f Symbol }}.49
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Declaraci�n De Misi�n Y
Visi�n ...................................................... 51
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{\field{\*\fldinst SYMBOL 188 \\f Symbol }}53
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Temas
Estrat�gicos ......................................................................
... 54
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\par
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{\phpg\posx2268\pvpg\posy14254\absw393\absh240 \b \f10 \fs21 \cf0 \b \f10 \fs21
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{\phpg\posx2976\pvpg\posy9840\absw8266\absh4213 \b \f10 \fs21 \cf0 \b \f10 \fs21
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Introducci�n.......................................................................
............... 56
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Perspectivas
Estrat�gicas............................................................... 57
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Mapa
Estrat�gico........................................................................
...... 65 \par
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Estrat�gicos................................................................. 67
\par}{\phpg\posx2976\pvpg\posy2271\absw8135\absh1234 \sl-276 \par\b \f10 \fs21 \cf0
Iniciativas
Estrat�gicas.................................................................... 78

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Desarrollo De Las
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Introducci�n.......................................................................
............... 82
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Definiciones.......................................................................
............... 82
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Estructura Organizacional De La Corporaci�n.............................. 83
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Determinaci�n De Los Macroprocesos De La Unid De Negocios 86
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Determinaci�n De La Relaci�n Cliente- Proveedor De Los
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Procesos De La Unidad De Negocios............................................. 90
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Determinaci�n De La Contribuci�n Cr�tica Para Los Objetivos
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Estrat�gicos.......................................................................
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Unidad De
Negocio. .........................................................................
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6.3
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6.4 \par
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{\phpg\posx2976\pvpg\posy11885\absw8251\absh1731 \b \f10 \fs21 \cf0 \b \f10
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Introducci�n.......................................................................
............. 103
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\cf0 Enfoque Por
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\par
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\fs22 \cf0 Figura 4.7 Ficha del
Indicador..................................................................... 71
\par}{\phpg\posx2268\pvpg\posy2271\absw8920\absh10675 \sl-276 \par\f10 \fs22 \cf0
Figura 4.8 Ficha del
Indicador..................................................................... 72
\par}{\phpg\posx2268\pvpg\posy2271\absw8920\absh10675 \sl-276 \par\f10 \fs22 \cf0
Figura 4.9 Ficha del
Indicador..................................................................... 72
\par}{\phpg\posx2268\pvpg\posy2271\absw8920\absh10675 \sl-275 \par\f10 \fs22 \cf0
Figura 4.10 Ficha del
Indicador.................................................................... 73
\par}{\phpg\posx2268\pvpg\posy2271\absw8920\absh10675 \sl-276 \par\f10 \fs22 \cf0
Figura 4.11 Ficha del
Indicador.................................................................... 74
\par}{\phpg\posx2268\pvpg\posy2271\absw8920\absh10675 \sl-276 \par\f10 \fs22 \cf0
Figura 4.12 Ficha del
Indicador.................................................................... 74
\par}{\phpg\posx2268\pvpg\posy2271\absw8920\absh10675 \sl-276 \par\f10 \fs22 \cf0
Figura 4.13 Ficha del
Indicador.................................................................... 75
\par}{\phpg\posx2268\pvpg\posy2271\absw8920\absh10675 \sl-276 \par\f10 \fs22 \cf0
Figura 4.14 Ficha del
Indicador.................................................................... 76
\par}{\phpg\posx2268\pvpg\posy2271\absw8920\absh10675 \sl-275 \par\f10 \fs22 \cf0
Figura 4.15 Ficha del
Indicador.................................................................... 76
\par}{\phpg\posx2268\pvpg\posy2271\absw8920\absh10675 \sl-275 \par\f10 \fs22 \cf0
Figura 4.16 Ficha del
Indicador.................................................................... 77
\par}{\phpg\posx2268\pvpg\posy2271\absw8920\absh10675 \sl-276 \par\f10 \fs22 \cf0
Figura 4.17 Priorizaci�n de Iniciativas
Estrat�gicas..................................... 79
\par}{\phpg\posx2268\pvpg\posy2271\absw8920\absh10675 \sl-276 \par\f10 \fs22 \cf0
Figura 5.1 Determinaci�n del organigrama de la unidad del.........................
85
\par}{\phpg\posx2268\pvpg\posy2271\absw8920\absh10675 \sl-275 \par\f10 \fs22 \cf0
Figura 5.2 Procesos
Estrat�gicos ................................................................. 86
\par}{\phpg\posx2268\pvpg\posy2271\absw8920\absh10675 \sl-276 \par\f10 \fs22 \cf0
Figura 5.3 Procesos de
Apoyo...................................................................... 87
\par}{\phpg\posx2268\pvpg\posy2271\absw8920\absh10675 \sl-275 \par\f10 \fs22 \cf0
Figura 5.4 Procesos de
Medici�n.................................................................. 87
\par}{\phpg\posx2268\pvpg\posy2271\absw8920\absh10675 \sl-276 \par\f10 \fs22 \cf0
Figura 5.5 Desvinculaci�n del Personal de
Quality....................................... 88
\par}{\phpg\posx2268\pvpg\posy2271\absw8920\absh10675 \sl-276 \par\f10 \fs22 \cf0
Figura 5.6 Matriz de Contribuci�n
Cr�tica...................................................... 93
\par}{\phpg\posx2268\pvpg\posy2271\absw8920\absh10675 \sl-276 \par\f10 \fs22 \cf0
Figura 5.8 Mapa y BSC del �rea
Financiera................................................. 99
\par}{\phpg\posx2268\pvpg\posy2271\absw8920\absh10675 \sl-275 \par\f10 \fs22 \cf0
Figura 5.9 Mapa y BSC del �rea
Administrativa......................................... 100
\par}{\phpg\posx2268\pvpg\posy2271\absw8920\absh10675 \sl-276 \par\f10 \fs22 \cf0
Figura 5.10 Mapa y BSC del �rea
Acad�mica............................................ 101
\par}{\phpg\posx2268\pvpg\posy2271\absw8920\absh10675 \sl-276 \par\f10 \fs22 \cf0
Figura 5.11 Mapa y BSC del �rea de
Ventas ............................................. 102
\par}{\phpg\posx2268\pvpg\posy2271\absw8920\absh10675 \sl-276 \par\f10 \fs22 \cf0
Figura 6.1 Macroprocesos
Operativos ........................................................ 104 \par
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}}\par}{\phpg\posx2268\pvpg\posy2271\absw9051\absh737 \f10 \fs21 \cf0 \f10 \fs21
\cf0 Figura 6.2 Procesos del Macroproceso de Desarrollo de Proyectos de
\par}{\phpg\posx2268\pvpg\posy2271\absw9051\absh737 \sl-276 \par\f10 \fs21 \cf0
Ense�anza..........................................................................
........................ 105 \par
}
{\phpg\posx2268\pvpg\posy3927\absw9178\absh9681 \f10 \fs21 \cf0 \f10 \fs21 \cf0
Figura 6.3 Promoci�n y Marketing de Servicios de Ense�anza.................. 105
\par}{\phpg\posx2268\pvpg\posy3927\absw9178\absh9681 \sl-276 \par\f10 \fs21 \cf0
Figura 6.4 Presentaci�n de Servicios de Ense�anza..................................
107
\par}{\phpg\posx2268\pvpg\posy3927\absw9178\absh9681 \sl-276 \par\f10 \fs21 \cf0
Figura 6.5 Evaluaci�n de
Clientes .............................................................. 108
\par}{\phpg\posx2268\pvpg\posy3927\absw9178\absh9681 \sl-276 \par\f10 \fs21 \cf0
Figura 6.6 Dise�o y Elaboraci�n de Propuestas para Servicios de Ense�anza
\par}{\phpg\posx2268\pvpg\posy3927\absw9178\absh9681 \sl-276 \par\f10 \fs21
\cf0 ..............................................................................
...................................... 109
\par}{\phpg\posx2268\pvpg\posy3927\absw9178\absh9681 \sl-275 \par\f10 \fs21 \cf0
Figura 6.7 Presentaci�n de Propuestas de Servicios de Ense�anza.......... 110
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Figura 6.8 Planificaci�n del Proyecto con Enfoque de riesgos del proyecto111
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Figura 6.9 Definici�n de Roles y
Definiciones............................................. 112
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Figura 6.10 Elaboraci�n y Entrega del Plan de Gesti�n y Cronograma del
\par}{\phpg\posx2268\pvpg\posy3927\absw9178\absh9681 \sl-275 \par\f10 \fs21 \cf0
Proyecto...........................................................................
........................... 113
\par}{\phpg\posx2268\pvpg\posy3927\absw9178\absh9681 \sl-276 \par\f10 \fs21 \cf0
Figura 6.11 Ejecuci�n del
Proyecto ............................................................ 115
\par}{\phpg\posx2268\pvpg\posy3927\absw9178\absh9681 \sl-275 \par\f10 \fs21 \cf0
Figura 6.12 Cierre del
Proyecto .................................................................. 117
\par}{\phpg\posx2268\pvpg\posy3927\absw9178\absh9681 \sl-276 \par\f10 \fs21 \cf0
Figura 6.13 Seguimiento a la ejecuci�n del
Proyecto ................................. 119
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Figura 6.14 Comunicaci�n del
Proyecto ..................................................... 120
\par}{\phpg\posx2268\pvpg\posy3927\absw9178\absh9681 \sl-276 \par\f10 \fs21 \cf0
Figura 6.15 Ficha del Proceso de Planificaci�n del Proyecto y Enfoque de
\par}{\phpg\posx2268\pvpg\posy3927\absw9178\absh9681 \sl-275 \par\f10 \fs21 \cf0
Riesgos del
Proyectos .........................................................................
....... 121
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Figura 6.16 Ficha del Proceso de Definici�n de Roles y Responsabilidades
\par}{\phpg\posx2268\pvpg\posy3927\absw9178\absh9681 \sl-276 \par\f10 \fs21
\cf0 ..............................................................................
...................................... 122
\par}{\phpg\posx2268\pvpg\posy3927\absw9178\absh9681 \sl-276 \par\f10 \fs21 \cf0
Figura 6.17 Ficha del Proceso de Elaboraci�n y entrega del Plan de Gesti�n
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Cronograma del
Proyecto ........................................................................
122 \par
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\fs21 \cf0 Figura 6.17 Ficha del Proceso de Ejecuci�n del
Proyecto.......................... 123
\par}{\phpg\posx2268\pvpg\posy2271\absw9178\absh10675 \sl-276 \par\f10 \fs21 \cf0
Figura 6.18 Ficha del Proceso de Seguimiento a la Ejecuci�n del Proyecto
\par}{\phpg\posx2268\pvpg\posy2271\absw9178\absh10675 \sl-276 \par\f10 \fs21
\cf0 ..............................................................................
...................................... 123
\par}{\phpg\posx2268\pvpg\posy2271\absw9178\absh10675 \sl-275 \par\f10 \fs21 \cf0
Figura 6.19 Ficha del Proceso de Comunicaci�n del Proyecto................... 124
\par}{\phpg\posx2268\pvpg\posy2271\absw9178\absh10675 \sl-276 \par\f10 \fs21 \cf0
Figura 6.18 Ficha del Principales
Indicadores ............................................ 126
\par}{\phpg\posx2268\pvpg\posy2271\absw9178\absh10675 \sl-276 \par\f10 \fs21 \cf0
Figura 7.1 Sem�foro para Nivel de desempe�o del Indicador .................... 131
\par}{\phpg\posx2268\pvpg\posy2271\absw9178\absh10675 \sl-276 \par\f10 \fs21 \cf0
Figura 7.2 Sem�foro para Nivel de desempe�o del Indicador .................... 132
\par}{\phpg\posx2268\pvpg\posy2271\absw9178\absh10675 \sl-276 \par\f10 \fs21 \cf0
Figura 7.3 Pantalla
Login ............................................................................
133
\par}{\phpg\posx2268\pvpg\posy2271\absw9178\absh10675 \sl-275 \par\f10 \fs21 \cf0
Figura 7.4 Pantalla Login Usuario
Mantenimiento ...................................... 135
\par}{\phpg\posx2268\pvpg\posy2271\absw9178\absh10675 \sl-275 \par\f10 \fs21 \cf0
Figura 7.5 Pantalla del Entorno
Principal.................................................... 136
\par}{\phpg\posx2268\pvpg\posy2271\absw9178\absh10675 \sl-276 \par\f10 \fs21 \cf0
Figura 7.6 Pantalla del Listado de
Empresas ............................................. 137
\par}{\phpg\posx2268\pvpg\posy2271\absw9178\absh10675 \sl-276 \par\f10 \fs21 \cf0
Figura 7.7 Pantalla Edici�n de
Empresa..................................................... 138
\par}{\phpg\posx2268\pvpg\posy2271\absw9178\absh10675 \sl-275 \par\f10 \fs21 \cf0
Figura 7.8 Pantalla de Ediciyn de
KPI's...................................................... 138
\par}{\phpg\posx2268\pvpg\posy2271\absw9178\absh10675 \sl-276 \par\f10 \fs21 \cf0
Figura 7.9 Pantalla de Edici�n de Objetivos Estrat�gicos...........................
139
\par}{\phpg\posx2268\pvpg\posy2271\absw9178\absh10675 \sl-275 \par\f10 \fs21 \cf0
Figura 7.10 Pantalla de Edici�n de
Responsables...................................... 139
\par}{\phpg\posx2268\pvpg\posy2271\absw9178\absh10675 \sl-276 \par\f10 \fs21 \cf0
Figura 7.11 Pantalla de Edici�n de Lista de
Indicadores ............................ 140
\par}{\phpg\posx2268\pvpg\posy2271\absw9178\absh10675 \sl-276 \par\f10 \fs21 \cf0
Figura 7.12 Pantalla Modificar datos del
Indicador ..................................... 141
\par}{\phpg\posx2268\pvpg\posy2271\absw9178\absh10675 \sl-276 \par\f10 \fs21 \cf0
Figura 7.13 Pantalla Login Usuario
Operador............................................. 142
\par}{\phpg\posx2268\pvpg\posy2271\absw9178\absh10675 \sl-275 \par\f10 \fs21 \cf0
Figura 7.14 Pantalla de Ingreso a la Consulta de Indicadores...................
143
\par}{\phpg\posx2268\pvpg\posy2271\absw9178\absh10675 \sl-276 \par\f10 \fs21 \cf0
Figura 7.15 Consulta Y Gr�fico de
Indicadores .......................................... 143
\par}{\phpg\posx2268\pvpg\posy2271\absw9178\absh10675 \sl-276 \par\f10 \fs21 \cf0
Figura 7.16 Parametrizaci�n de los
Sem�foros .......................................... 145
\par}{\phpg\posx2268\pvpg\posy2271\absw9178\absh10675 \sl-276 \par\f10 \fs21 \cf0
Figura 8.1 Diagrama de L�neas: Mejorar la Rentabilidad del Instituto.........
149 \par
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}}\par}{\phpg\posx2268\pvpg\posy2271\absw9178\absh10675 \f10 \fs21 \cf0 \f10
\fs21 \cf0 Figura 8.2 Diagrama de L�neas: Optimizar costos en Recursos Humanos
\par}{\phpg\posx2268\pvpg\posy2271\absw9178\absh10675 \sl-276 \par\f10 \fs21 \cf0
(Instructores).....................................................................
.......................... 150
\par}{\phpg\posx2268\pvpg\posy2271\absw9178\absh10675 \sl-276 \par\f10 \fs21 \cf0
Figura 8.3 Diagrama de L�neas: Aumentar las ventas de los paquetes a
\par}{\phpg\posx2268\pvpg\posy2271\absw9178\absh10675 \sl-275 \par\f10 \fs21 \cf0
trav�s de
canales............................................................................
............ 151
\par}{\phpg\posx2268\pvpg\posy2271\absw9178\absh10675 \sl-276 \par\f10 \fs21 \cf0
Figura 8.4 Diagrama de L�neas: Mejorar las
Ventas................................... 151
\par}{\phpg\posx2268\pvpg\posy2271\absw9178\absh10675 \sl-276 \par\f10 \fs21 \cf0
Figura 8.5 Diagrama de L�neas: Mejorar el aprendizaje del cliente
\par}{\phpg\posx2268\pvpg\posy2271\absw9178\absh10675 \sl-276 \par\f10 \fs21 \cf0
(estudiante).......................................................................
.......................... 152
\par}{\phpg\posx2268\pvpg\posy2271\absw9178\absh10675 \sl-276 \par\f10 \fs21 \cf0
Figura 8.6 Diagrama de L�neas: Incrementar el % de personas que domine
\par}{\phpg\posx2268\pvpg\posy2271\absw9178\absh10675 \sl-275 \par\f10 \fs21 \cf0
un idioma
extranjero ........................................................................
........... 153
\par}{\phpg\posx2268\pvpg\posy2271\absw9178\absh10675 \sl-275 \par\f10 \fs21 \cf0
Figura 8.7 Diagrama de L�neas: Identificar las no conformidades de atenci�n
\par}{\phpg\posx2268\pvpg\posy2271\absw9178\absh10675 \sl-276 \par\f10 \fs21 \cf0
al
cliente............................................................................
.......................... 153
\par}{\phpg\posx2268\pvpg\posy2271\absw9178\absh10675 \sl-276 \par\f10 \fs21 \cf0
Figura 8.8 Diagrama de L�neas: Establecer disponibilidad de nuevos horarios
\par}{\phpg\posx2268\pvpg\posy2271\absw9178\absh10675 \sl-275 \par\f10 \fs21
\cf0 ..............................................................................
...................................... 154
\par}{\phpg\posx2268\pvpg\posy2271\absw9178\absh10675 \sl-276 \par\f10 \fs21 \cf0
Figura 8.9 Diagrama de L�neas: Captar mercado aleda�o ......................... 155

\par}{\phpg\posx2268\pvpg\posy2271\absw9178\absh10675 \sl-275 \par\f10 \fs21 \cf0


Figura 8.10 Diagrama de L�neas: Ampliar nuestra cartera de productos
\par}{\phpg\posx2268\pvpg\posy2271\absw9178\absh10675 \sl-276 \par\f10 \fs21 \cf0
(portafolio).......................................................................
............................ 155
\par}{\phpg\posx2268\pvpg\posy2271\absw9178\absh10675 \sl-276 \par\f10 \fs21 \cf0
Figura 8.11: Diagrama de L�neas Desarrollar liderazgo en el personal ...... 156
\par}{\phpg\posx2268\pvpg\posy2271\absw9178\absh10675 \sl-276 \par\f10 \fs21 \cf0
Figura 8.12 Diagrama de L�neas Promover el trabajo en equipo para
\par}{\phpg\posx2268\pvpg\posy2271\absw9178\absh10675 \sl-275 \par\f10 \fs21 \cf0
desarrollar la estrategia
empresarial........................................................... 157
\par}{\phpg\posx2268\pvpg\posy2271\absw9178\absh10675 \sl-276 \par\f10 \fs21 \cf0
Figura 8.13 Diagrama de L�neas Capacitar al personal del Instituto........... 158
\par}{\phpg\posx2268\pvpg\posy2271\absw9178\absh10675 \sl-276 \par\f10 \fs21 \cf0
Figura 8.14 Diagrama de L�neas Aumentar el nivel de satisfacci�n de los
\par}{\phpg\posx2268\pvpg\posy2271\absw9178\absh10675 \sl-276 \par\f10 \fs21 \cf0
empleados con respecto al clima
laboral .................................................... 158 \par
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}}\par}{\phpg\posx2268\pvpg\posy2271\absw9121\absh11172 \f10 \fs21 \cf0 \f10
\fs21 \cf0 Figura 8.15 Diagrama de L�neas Evaluar la competencia del personal
\par}{\phpg\posx2268\pvpg\posy2271\absw9121\absh11172 \sl-276 \par\f10 \fs21 \cf0
(Instructores).....................................................................
.......................... 159
\par}{\phpg\posx2268\pvpg\posy2271\absw9121\absh11172 \sl-276 \par\f10 \fs21 \cf0
Figura 8.16 Diagrama Comparativo A�os 2006 Vs. 2007........................... 161
\par}{\phpg\posx2268\pvpg\posy2271\absw9121\absh11172 \sl-275 \par\f10 \fs21 \cf0
Figura 8.17 Optimizar costos en recursos humanos (instructores) A�o 2006
\par}{\phpg\posx2268\pvpg\posy2271\absw9121\absh11172 \sl-276 \par\f10 \fs21 \cf0
VS. A�o
2007...............................................................................
............... 162
\par}{\phpg\posx2268\pvpg\posy2271\absw9121\absh11172 \sl-276 \par\f10 \fs21 \cf0
Figura 8.18 Mejorar el aprendizaje del cliente (estudiante) A�o 2006 VS. A�o
\par}{\phpg\posx2268\pvpg\posy2271\absw9121\absh11172 \sl-276 \par\f10 \fs21 \cf0
2007...............................................................................
............................. 163
\par}{\phpg\posx2268\pvpg\posy2271\absw9121\absh11172 \sl-276 \par\f10 \fs21 \cf0
Figura 8.19 Promover el trabajo en equipo para desarrollar la estrategia
\par}{\phpg\posx2268\pvpg\posy2271\absw9121\absh11172 \sl-275 \par\f10 \fs21 \cf0
empresarial, A�o 2006 VS. A�o
2007......................................................... 164
\par}{\phpg\posx2268\pvpg\posy2271\absw9121\absh11172 \sl-275 \par\f10 \fs21 \cf0
Figura 8.20 Capacitar al personal del Instituto, A�o 2006 VS. A�o 2007 .. 165
\par}{\phpg\posx2268\pvpg\posy2271\absw9121\absh11172 \sl-276 \par\f10 \fs21 \cf0
Figura 8.21 Gr�fico de
Sedimentaci�n....................................................... 178
\par}{\phpg\posx2268\pvpg\posy2271\absw9121\absh11172 \sl-276 \par\f10 \fs21 \cf0
Figura 8.22 Gr�fico de
Sedimentaci�n....................................................... 185
\par}{\phpg\posx2268\pvpg\posy2271\absw9121\absh11172 \sl-275 \par\f10 \fs21 \cf0
Figura 8.23 Gr�fico de
sedimentaci�n ........................................................ 190
\par}{\phpg\posx2268\pvpg\posy2271\absw9121\absh11172 \sl-276 \par\f10 \fs21 \cf0
Figura 8.24 Gr�fico de
sedimentaci�n ........................................................ 195
\par}{\phpg\posx2268\pvpg\posy2271\absw9121\absh11172 \sl-275 \par\f10 \fs21 \cf0
Figura 8.25 Gr�fico de
sedimentaci�n ........................................................ 200
\par}{\phpg\posx2268\pvpg\posy2271\absw9121\absh11172 \sl-276 \par\f10 \fs21 \cf0
Figura 9.1 Priorizaci�n y Selecci�n de macroprocesos ..............................
211
\par}{\phpg\posx2268\pvpg\posy2271\absw9121\absh11172 \sl-276 \par\f10 \fs21 \cf0
Figura 9.1 Priorizaci�n y Selecci�n de los
procesos................................... 212
\par}{\phpg\posx2268\pvpg\posy2271\absw9121\absh11172 \sl-276 \par\f10 \fs21 \cf0
Figura 9.1 Programa de
Auditor�a............................................................... 214
\par}{\phpg\posx2268\pvpg\posy2271\absw9121\absh11172 \sl-275 \par\f10 \fs21 \cf0
Figura 9.2 Lista de
Verificaci�n................................................................... 215

\par}{\phpg\posx2268\pvpg\posy2271\absw9121\absh11172 \sl-276 \par\f10 \fs21 \cf0


Figura 9.3 Lista de
Verificaci�n................................................................... 217

\par}{\phpg\posx2268\pvpg\posy2271\absw9121\absh11172 \sl-276 \par\f10 \fs21 \cf0


Figura 9.4 Lista de
Verificaci�n................................................................... 219

\par}{\phpg\posx2268\pvpg\posy2271\absw9121\absh11172 \sl-276 \par\f10 \fs21 \cf0


Figura 9.5 Resumen de evaluaci�n de
procesos........................................ 222
\par}{\phpg\posx2268\pvpg\posy2271\absw9121\absh11172 \sl-276 \par\f10 \fs21 \cf0
Figura 9.6 Criterios de
Cumplimiento.......................................................... 223 \par
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\fs21 \cf0 Figura 9.7 Indicadores de
Cumplimiento .................................................... 223
\par}{\phpg\posx2268\pvpg\posy2271\absw9178\absh8687 \sl-276 \par\f10 \fs21 \cf0
Figura 9.8 Evaluaci�n de la Cadena de Procesos basado en Eventos (CPE)
\par}{\phpg\posx2268\pvpg\posy2271\absw9178\absh8687 \sl-276 \par\f10 \fs21
\cf0 ..............................................................................
...................................... 224
\par}{\phpg\posx2268\pvpg\posy2271\absw9178\absh8687 \sl-275 \par\f10 \fs21 \cf0
Figura 9.9 Evaluaci�n del diagrama de asignaci�n de Funciones (DAF).... 225
\par}{\phpg\posx2268\pvpg\posy2271\absw9178\absh8687 \sl-276 \par\f10 \fs21 \cf0
Figura 9.10 Tabla de Control de
Calidad .................................................... 226
\par}{\phpg\posx2268\pvpg\posy2271\absw9178\absh8687 \sl-276 \par\f10 \fs21 \cf0
Figura 9.11 Tabla de Control de
Calidad .................................................... 227
\par}{\phpg\posx2268\pvpg\posy2271\absw9178\absh8687 \sl-276 \par\f10 \fs21 \cf0
Figura 9.12 Evaluaciyn de "Efectividad" por Criterio de Cumplimiento....... 228
\par}{\phpg\posx2268\pvpg\posy2271\absw9178\absh8687 \sl-276 \par\f10 \fs21 \cf0
Figura 9.13 Tipos de Riesgo seg�n Basilea
II............................................. 230
\par}{\phpg\posx2268\pvpg\posy2271\absw9178\absh8687 \sl-275 \par\f10 \fs21 \cf0
Figura 9.14 Esquema de la Evaluaci�n de Riesgos...................................
235
\par}{\phpg\posx2268\pvpg\posy2271\absw9178\absh8687 \sl-275 \par\f10 \fs21 \cf0
Impacto vs.
Probabilidad.......................................................................
...... 235
\par}{\phpg\posx2268\pvpg\posy2271\absw9178\absh8687 \sl-276 \par\f10 \fs21 \cf0
Figura 9.15 Matriz de Criterios de Evaluaci�n
Cualitativa........................... 237
\par}{\phpg\posx2268\pvpg\posy2271\absw9178\absh8687 \sl-276 \par\f10 \fs21 \cf0
Figura 9.16 Matriz de Riesgos Operativos y Controles...............................
239
\par}{\phpg\posx2268\pvpg\posy2271\absw9178\absh8687 \sl-275 \par\f10 \fs21 \cf0
Figura 9.17 Matriz de Riesgos con Calificaciones Cualitativas...................
241
\par}{\phpg\posx2268\pvpg\posy2271\absw9178\absh8687 \sl-276 \par\f10 \fs21 \cf0
Figura 9.18 Matriz de Calificaci�n de Riesgos con Controles....................
243
\par}{\phpg\posx2268\pvpg\posy2271\absw9178\absh8687 \sl-275 \par\f10 \fs21 \cf0
Figura 9.19 Matriz de Plan de
Acci�n ......................................................... 245
\par}{\phpg\posx2268\pvpg\posy2271\absw9178\absh8687 \sl-276 \par\f10 \fs21 \cf0
Figura 9.15 Matriz de Oportunidades de Mejora o Problemas Detectados. 247
\par}{\phpg\posx2268\pvpg\posy2271\absw9178\absh8687 \sl-276 \par\f10 \fs21 \cf0
Figura 9.16 Matriz de Oportunidades de Mejora o Problemas Detectados. 247
\par}{\phpg\posx2268\pvpg\posy2271\absw9178\absh8687 \sl-276 \par\f10 \fs21 \cf0
Figura 10.1 Rendimiento del
Indicador ...................................................... 260 \par
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\fs22 \cf0 TABLA VIII.VI ESTADISTICA DESCRIPTIVA DPTO. DE VENTAS ........... 173
\par}{\phpg\posx2268\pvpg\posy2271\absw8852\absh10675 \sl-276 \par\f10 \fs22 \cf0
TABLA VIII.VII PRUEBA DE
BARTLETT.................................................... 176
\par}{\phpg\posx2268\pvpg\posy2271\absw8852\absh10675 \sl-276 \par\f10 \fs22 \cf0
TABLA VIII.VIII VALORES PROPIOS Y PORCENTAJES DE EXPLICACI�N
\par}{\phpg\posx2268\pvpg\posy2271\absw8852\absh10675 \sl-275 \par\f10 \fs22 \cf0
DE CADA
COMPONENTE ........................................................................
. 177
\par}{\phpg\posx2268\pvpg\posy2271\absw8852\absh10675 \sl-276 \par\f10 \fs22 \cf0
TABLA VIII.IX MATRIZ DE COEFICIENTES PARA LA CONSTRUCCI�N DE
\par}{\phpg\posx2268\pvpg\posy2271\absw8852\absh10675 \sl-276 \par\f10 \fs22 \cf0
LAS COMPONENTES PRINCIPALES .......................................................
179
\par}{\phpg\posx2268\pvpg\posy2271\absw8852\absh10675 \sl-276 \par\f10 \fs22 \cf0
TABLA VIII.X PESOS DE LAS VARIABLES OBSERVADAS SOBRE LAS
\par}{\phpg\posx2268\pvpg\posy2271\absw8852\absh10675 \sl-276 \par\f10 \fs22 \cf0
COMPONENTES
PRINCIPALES ............................................................... 180
\par}{\phpg\posx2268\pvpg\posy2271\absw8852\absh10675 \sl-275 \par\f10 \fs22 \cf0
TABLA VIII.XI PRUEBA DE BARTLETT DPTO. FINANCIERO.................. 183
\par}{\phpg\posx2268\pvpg\posy2271\absw8852\absh10675 \sl-275 \par\f10 \fs22 \cf0
TABLA VIII.XII VARIANZA
EXPLICADA..................................................... 184
\par}{\phpg\posx2268\pvpg\posy2271\absw8852\absh10675 \sl-276 \par\f10 \fs22 \cf0
TABLA VIII.XIII MATRIZ DE COEFICIENTES PARA LA CONSTRUCCI�N
\par}{\phpg\posx2268\pvpg\posy2271\absw8852\absh10675 \sl-276 \par\f10 \fs22 \cf0
DE LAS COMPONENTES PRINCIPALES .................................................
186
\par}{\phpg\posx2268\pvpg\posy2271\absw8852\absh10675 \sl-275 \par\f10 \fs22 \cf0
TABLA VIII.XIV PESOS DE LAS VARIABLES OBSERVABLES SOBRE LAS
\par}{\phpg\posx2268\pvpg\posy2271\absw8852\absh10675 \sl-276 \par\f10 \fs22 \cf0
COMPONENTES
PRINCIPALES ............................................................... 187
\par}{\phpg\posx2268\pvpg\posy2271\absw8852\absh10675 \sl-275 \par\f10 \fs22 \cf0
TABLA VIII.XV PRUEBA DE BARTLETT DPTO. ADMINISTRATIVO ........ 188
\par}{\phpg\posx2268\pvpg\posy2271\absw8852\absh10675 \sl-276 \par\f10 \fs22 \cf0
TABLA VIII.XVI VARIANZA
EXPLICADA ................................................... 189
\par}{\phpg\posx2268\pvpg\posy2271\absw8852\absh10675 \sl-276 \par\f10 \fs22 \cf0
TABLA VIII.XVII MATRIZ DE COEFICIENTES PARA LA CONSTRUCCI�N
\par}{\phpg\posx2268\pvpg\posy2271\absw8852\absh10675 \sl-276 \par\f10 \fs22 \cf0
DE LAS COMPONENTES PRINCIPALES .................................................
191
\par}{\phpg\posx2268\pvpg\posy2271\absw8852\absh10675 \sl-275 \par\f10 \fs22 \cf0
TABLA VIII.XVIII PESOS DE LAS VARIABLES OBSERVABLES SOBRE LAS
\par}{\phpg\posx2268\pvpg\posy2271\absw8852\absh10675 \sl-276 \par\f10 \fs22 \cf0
COMPONENTES
PRINCIPALES ............................................................... 192
\par}{\phpg\posx2268\pvpg\posy2271\absw8852\absh10675 \sl-276 \par\f10 \fs22 \cf0
TABLA VIII.XIX PRUEBA DE BARTLETT DPTO. ACAD�MICO................ 193
\par}{\phpg\posx2268\pvpg\posy2271\absw8852\absh10675 \sl-276 \par\f10 \fs22 \cf0
TABLA VIII.XX VARIANZA
EXPLICADA .................................................... 194 \par
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}}\par}{\phpg\posx2268\pvpg\posy2271\absw8911\absh6203 \f10 \fs22 \cf0 \f10
\fs22 \cf0 TABLA VIII.XXI. MATRIZ DE COEFICIENTES PARA LA CONSTRUCCI�N
\par}{\phpg\posx2268\pvpg\posy2271\absw8911\absh6203 \sl-276 \par\f10 \fs22 \cf0 DE
LAS COMPONENTES PRINCIPALES ................................................. 196
\par}{\phpg\posx2268\pvpg\posy2271\absw8911\absh6203 \sl-276 \par\f10 \fs22 \cf0
TABLA VIII.XXII PESOS DE LAS VARIABLES OBSERVABLES SOBRE LAS
\par}{\phpg\posx2268\pvpg\posy2271\absw8911\absh6203 \sl-275 \par\f10 \fs22 \cf0
COMPONENTES
PRINCIPALES ............................................................... 197
\par}{\phpg\posx2268\pvpg\posy2271\absw8911\absh6203 \sl-276 \par\f10 \fs22 \cf0
TABLA VIII.XXIII PRUEBA DE BARTLETT DPTO. VENTAS ..................... 198
\par}{\phpg\posx2268\pvpg\posy2271\absw8911\absh6203 \sl-276 \par\f10 \fs22 \cf0
TABLA VIII.XXIV VARIANZA
EXPLICADA ................................................. 199
\par}{\phpg\posx2268\pvpg\posy2271\absw8911\absh6203 \sl-276 \par\f10 \fs22 \cf0
TABLA VIII.XXV PESOS DE LAS VARIABLES OBSERVABLES SOBRE
\par}{\phpg\posx2268\pvpg\posy2271\absw8911\absh6203 \sl-276 \par\f10 \fs22 \cf0
LAS COMPONENTES PRINCIPALES .......................................................
201
\par}{\phpg\posx2268\pvpg\posy2271\absw8911\absh6203 \sl-275 \par\f10 \fs22 \cf0
TABLA VIII.XXVI PESOS DE LAS VARIABLES OBSERVABLES SOBRE
\par}{\phpg\posx2268\pvpg\posy2271\absw8911\absh6203 \sl-275 \par\f10 \fs22 \cf0
LAS COMPONENTES PRINCIPALES .......................................................
202
\par}{\phpg\posx2268\pvpg\posy2271\absw8911\absh6203 \sl-276 \par\f10 \fs22 \cf0
TABLA IX.I PLAN DETALLADO DE AUDITOR�A - CRONOGRAMA DE
\par}{\phpg\posx2268\pvpg\posy2271\absw8911\absh6203 \sl-276 \par\f10 \fs22 \cf0
TRABAJO A�O
2007...............................................................................
... 208
\par}{\phpg\posx2268\pvpg\posy2271\absw8911\absh6203 \sl-275 \par\f10 \fs22 \cf0
TABLA IX.II DOCUMENTACI�N REQUERIDA..........................................
209 \par
}
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\cf0 1 \par
}
{\phpg\posx2268\pvpg\posy3479\absw245\absh240 \f10 \fs21 \cf0 \f10 \fs21 \cf0 El
\par
}
{\phpg\posx2750\pvpg\posy3479\absw958\absh240 \f10 \fs21 \cf0 \f10 \fs21 \cf0
Balance \par
}
{\phpg\posx3888\pvpg\posy2595\absw6745\absh1036 \b \f10 \fs27 \cf0 \fi1313 \b
\f10 \fs27 \cf0 INTRODUCCI�N
\par}{\phpg\posx3888\pvpg\posy2595\absw6745\absh1036 \sl-410 \par\b \f10 \fs27 \cf0
{\b0 \fs21 Scorecard,}{\b0 \fs21 tambi�n}{\b0 \fs21 llamado}{\b0 \fs21
Cuadro}{\b0 \fs21 de}{\b0 \fs21 Mando}{\b0 \fs21 Integral}{\b0 \fs21
ha }\par
}
{\phpg\posx2268\pvpg\posy4031\absw8389\absh1234 \f10 \fs21 \cf0 \f10 \fs21 \cf0
despertado gran inter�s entre directivos y empresarios hasta el punto que se
\par}{\phpg\posx2268\pvpg\posy4031\absw8389\absh1234 \sl-276 \par\f10 \fs21 \cf0
considera uno de los temas m�s importantes del modelo de planificaci�n y
\par}{\phpg\posx2268\pvpg\posy4031\absw8389\absh1234 \sl-276 \par\f10 \fs21 \cf0
gesti�n de los �ltimos a�os. \par
}
{\phpg\posx2268\pvpg\posy6239\absw8404\absh1731 \f10 \fs21 \cf0 \f10 \fs21 \cf0
Esta herramienta contribuye a la resoluci�n de problemas que
tienen
\par}{\phpg\posx2268\pvpg\posy6239\absw8404\absh1731 \sl-276 \par\f10 \fs21 \cf0
nuestras empresas y que preocupan a nuestros directivos. Una de las
\par}{\phpg\posx2268\pvpg\posy6239\absw8404\absh1731 \sl-276 \par\f10 \fs21 \cf0
razones es su estricto enfoque hacia la maximizaci�n del
beneficio
\par}{\phpg\posx2268\pvpg\posy6239\absw8404\absh1731 \sl-276 \par\f10 \fs21 \cf0
empresarial haciendo el mejor uso posible de los recursos disponibles. \par
}
{\phpg\posx2268\pvpg\posy9000\absw8428\absh3222 \f10 \fs21 \cf0 \f10 \fs21 \cf0
Quality es un Instituto de ense�anza del idioma extranjero con
una
\par}{\phpg\posx2268\pvpg\posy9000\absw8428\absh3222 \sl-276 \par\f10 \fs21 \cf0
pedagog�a que permite brindar la capacitaci�n del idioma
Ingl�s,
\par}{\phpg\posx2268\pvpg\posy9000\absw8428\absh3222 \sl-275 \par\f10 \fs21 \cf0
adecu�ndose a las necesidades espec�ficas de cada estudiante. Motivo por
\par}{\phpg\posx2268\pvpg\posy9000\absw8428\absh3222 \sl-276 \par\f10 \fs21 \cf0 el
cual el instituto ha enfocado su estrategia para pulir sus t�cnicas de

\par}{\phpg\posx2268\pvpg\posy9000\absw8428\absh3222 \sl-276 \par\f10 \fs21 \cf0


ense�anza y mejorar su rentabilidad. La herramienta a implementarse est�
\par}{\phpg\posx2268\pvpg\posy9000\absw8428\absh3222 \sl-276 \par\f10 \fs21 \cf0
compuesta por las siguientes fases que son: enfoque estrat�gico, traslado al
\par}{\phpg\posx2268\pvpg\posy9000\absw8428\absh3222 \sl-276 \par\f10 \fs21 \cf0
Balanced Scorecard, sincronizaci�n y despliegue y la gesti�n por procesos \par
}
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{\b0 \fs21 est�n}{\b0 \fs21 orientadas}{\b0 \fs21 a}{\b0 \fs21 fortalecer}
{\b0 \fs21 la}{\b0 \fs21 capacidad}{\b0 \fs21 del }
\par}{\phpg\posx2268\pvpg\posy2595\absw8406\absh2516 \sl-275 \par\b \f10 \fs25 \cf0
{\b0 \fs21 personal}{\b0 \fs21 y}{\b0 \fs21 como}{\b0 \fs21 vital}{\b0 \fs21
estrategia}{\b0 \fs21 financiera,}{\b0 \fs21 la}{\b0 \fs21 mejora}{\b0 \fs21
de}{\b0 \fs21 la}{\b0 \fs21 rentabilidad, }
\par}{\phpg\posx2268\pvpg\posy2595\absw8406\absh2516 \sl-276 \par\b \f10 \fs25 \cf0
{\b0 \fs21 relacionada}{\b0 \fs21 con}{\b0 \fs21 la}{\b0 \fs21 ampliaci�n}
{\b0 \fs21 de}{\b0 \fs21 la}{\b0 \fs21 cartera}{\b0 \fs21 de}{\b0 \fs21
productos}{\b0 \fs21 que}{\b0 \fs21 a}{\b0 \fs21 largo}{\b0 \fs21 lazo }
\par}{\phpg\posx2268\pvpg\posy2595\absw8406\absh2516 \sl-276 \par\b \f10 \fs25 \cf0
{\b0 \fs21 plazo}{\b0 \fs21 ayuden}{\b0 \fs21 a}{\b0 \fs21 incrementar}{\b0
\fs21 las}{\b0 \fs21 ventas}{\b0 \fs21 del}{\b0 \fs21 Instituto. }\par
}
{\phpg\posx2268\pvpg\posy6227\absw8409\absh2725 \f10 \fs21 \cf0 \f10 \fs21 \cf0 Al
trasladar la informaci�n obtenida al BSC se utiliz� el modelo
de
\par}{\phpg\posx2268\pvpg\posy6227\absw8409\absh2725 \sl-276 \par\f10 \fs21 \cf0
perspectivas estrat�gicas utilizadas por empresas con fines de lucro, en el
\par}{\phpg\posx2268\pvpg\posy6227\absw8409\absh2725 \sl-276 \par\f10 \fs21 \cf0
cual el impacto cae sobre la parte financiera. Se establecieron objetivos

\par}{\phpg\posx2268\pvpg\posy6227\absw8409\absh2725 \sl-276 \par\f10 \fs21 \cf0


estrat�gicos para cada una de las perspectivas, de igual manera
se
\par}{\phpg\posx2268\pvpg\posy6227\absw8409\absh2725 \sl-275 \par\f10 \fs21 \cf0
desarrollaron iniciativas estrat�gicas con la finalidad de alcanzar los objetivos
\par}{\phpg\posx2268\pvpg\posy6227\absw8409\absh2725 \sl-276 \par\f10 \fs21 \cf0
planteados, y se detall� la iniciativa relacionada con la estrategia del Instituto.
\par
}
{\phpg\posx2268\pvpg\posy10092\absw8405\absh1234 \f10 \fs21 \cf0 \f10 \fs21 \cf0
Para alcanzar un efectivo alineamiento estrat�gico es necesario que el
\par}{\phpg\posx2268\pvpg\posy10092\absw8405\absh1234 \sl-275 \par\f10 \fs21 \cf0
instituto tenga una estructura organizacional basada en procesos; que
\par}{\phpg\posx2268\pvpg\posy10092\absw8405\absh1234 \sl-276 \par\f10 \fs21 \cf0
incluye la descripci�n de los procesos estrat�gicos y operativos. \par
}
{\phpg\posx2268\pvpg\posy12300\absw8411\absh2228 \f10 \fs21 \cf0 \f10 \fs21 \cf0
Con la finalidad de realizar seguimiento al desempe�o de los indicadores es
\par}{\phpg\posx2268\pvpg\posy12300\absw8411\absh2228 \sl-276 \par\f10 \fs21 \cf0
vital contar con un software que nos permita conocer de manera oportuna la
\par}{\phpg\posx2268\pvpg\posy12300\absw8411\absh2228 \sl-275 \par\f10 \fs21 \cf0
informaci�n para la toma de decisiones. Un segmento de este proyecto es la
\par}{\phpg\posx2268\pvpg\posy12300\absw8411\absh2228 \sl-276 \par\f10 \fs21 \cf0
implementaci�n de un programa sencillo que permita la representaci�n del
\par}{\phpg\posx2268\pvpg\posy12300\absw8411\absh2228 \sl-276 \par\f10 \fs21 \cf0
desempe�o y la tendencia de los indicadores, en el cual se puede agregar, \par
}
\sect\sectd\pard\plain
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\cf0 4 \par
}
{\phpg\posx2268\pvpg\posy2271\absw8461\absh1234 \f10 \fs21 \cf0 \f10 \fs21 \cf0
modificar o eliminar un indicador. Para explicar como trabaja el proceso de
\par}{\phpg\posx2268\pvpg\posy2271\absw8461\absh1234 \sl-276 \par\f10 \fs21 \cf0
aprendizaje se simularon datos de dos a�os de operaciones para disponer de
\par}{\phpg\posx2268\pvpg\posy2271\absw8461\absh1234 \sl-276 \par\f10 \fs21 \cf0 un
n�mero suficiente de datos. \par
}
{\phpg\posx2268\pvpg\posy4479\absw8408\absh1234 \f10 \fs21 \cf0 \f10 \fs21 \cf0
Cabe recalcar que al desarrollar los indicadores se establecieron metas
\par}{\phpg\posx2268\pvpg\posy4479\absw8408\absh1234 \sl-276 \par\f10 \fs21 \cf0
mensuales, y para el aprendizaje estrat�gico se aplic� un an�lisis estad�stico
\par}{\phpg\posx2268\pvpg\posy4479\absw8408\absh1234 \sl-276 \par\f10 \fs21 \cf0
univariado y multivariado para expresar la utilidad de los indicadores. \par
}
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1. \par
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{\phpg\posx3334\pvpg\posy3657\absw4361\absh1168 \b \f10 \fs36 \cf0 \fi1939 \b
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{\fs25 MARCO}{\fs25 TEORICO }\par
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{\phpg\posx2988\pvpg\posy6755\absw7765\absh5209 \f10 \fs21 \cf0 \f10 \fs21 \cf0
El{\i Balanced}{\i Scorecard} es un modelo de gesti�n que traduce las
\par}{\phpg\posx2988\pvpg\posy6755\absw7765\absh5209 \sl-277 \par\f10 \fs21 \cf0
estrategias en objetivos relacionados, medidos a trav�s de indicadores
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ligados a unos planes de acci�n que permiten alinear el
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comportamiento de los miembros de la organizaci�n.
\par}{\phpg\posx2988\pvpg\posy6755\absw7765\absh5209 \sl-274 \par\f10 \fs21 \cf0
Podr�amos decir que el{\i Balance}{\i Scorecard} nos proporciona una
\par}{\phpg\posx2988\pvpg\posy6755\absw7765\absh5209 \sl-275 \par\f10 \fs21 \cf0
"fotograf�a" que nos permite examinar como nos estamos acometiendo
\par}{\phpg\posx2988\pvpg\posy6755\absw7765\absh5209 \sl-276 \par\f10 \fs21 \cf0 a
nuestra estrategia a medio y largo plazo. Para enfocar esa fotograf�a
\par}{\phpg\posx2988\pvpg\posy6755\absw7765\absh5209 \sl-275 \par\f10 \fs21 \cf0
previamente, es necesario concretar nuestra visi�n del negocio en
\par}{\phpg\posx2988\pvpg\posy6755\absw7765\absh5209 \sl-276 \par\f10 \fs21 \cf0
objetivos estrat�gicos relacionados entre si seg�n diferentes
\par}{\phpg\posx2988\pvpg\posy6755\absw7765\absh5209 \sl-274 \par\f10 \fs21 \cf0
perspectivas. La utilidad del{\i Balance}{\i Scorecard} no depende del tipo
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empresa, sino de los problemas a los que se enfrenta. \par
}
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dimensiones cr�ticas clave en la organizaci�n. Las cuatro
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\cf0 8 \par
}
{\phpg\posx3684\pvpg\posy2271\absw7024\absh10675 \f10 \fs21 \cf0 \f10 \fs21 \cf0 En
esta perspectiva se responde a las expectativas de los
\par}{\phpg\posx3684\pvpg\posy2271\absw7024\absh10675 \sl-276 \par\f10 \fs21 \cf0
Clientes. Del logro de los objetivos que se plantean en esta
\par}{\phpg\posx3684\pvpg\posy2271\absw7024\absh10675 \sl-276 \par\f10 \fs21 \cf0
perspectiva depender� en gran medida la generaci�n de
\par}{\phpg\posx3684\pvpg\posy2271\absw7024\absh10675 \sl-275 \par\f10 \fs21 \cf0
ingresos, y por ende la "generaci�n de valor" ya reflejada en la
\par}{\phpg\posx3684\pvpg\posy2271\absw7024\absh10675 \sl-276 \par\f10 \fs21 \cf0
Perspectiva Financiera.
\par}{\phpg\posx3684\pvpg\posy2271\absw7024\absh10675 \sl-276 \par\f10 \fs21 \cf0
La satisfacci�n de clientes estar� supeditada a la propuesta de
\par}{\phpg\posx3684\pvpg\posy2271\absw7024\absh10675 \sl-276 \par\f10 \fs21 \cf0
valor que la organizaci�n o empresa les plantee. Esta propuesta
\par}{\phpg\posx3684\pvpg\posy2271\absw7024\absh10675 \sl-276 \par\f10 \fs21 \cf0
de valor cubre b�sicamente, el espectro de expectativas
\par}{\phpg\posx3684\pvpg\posy2271\absw7024\absh10675 \sl-275 \par\f10 \fs21 \cf0
compuesto por: calidad, precio, relaciones, imagen que reflejen
\par}{\phpg\posx3684\pvpg\posy2271\absw7024\absh10675 \sl-275 \par\f10 \fs21 \cf0
en su conjunto la transferencia de valor del proveedor al cliente.
\par}{\phpg\posx3684\pvpg\posy2271\absw7024\absh10675 \sl-276 \par\f10 \fs21
\cf0 \fi24 {\b Perspectivas}{\b Interna:} �En qu� procesos debemos ser

\par}{\phpg\posx3684\pvpg\posy2271\absw7024\absh10675 \sl-276 \par\f10 \fs21


\cf0 \fi24 excelentes para satisfacer esas necesidades?
\par}{\phpg\posx3684\pvpg\posy2271\absw7024\absh10675 \sl-275 \par\f10 \fs21
\cf0 \fi67 En esta perspectiva, se identifican los objetivos e indicadores
\par}{\phpg\posx3684\pvpg\posy2271\absw7024\absh10675 \sl-276 \par\f10 \fs21 \cf0
estrat�gicos asociados a los procesos clave de la organizaci�n
\par}{\phpg\posx3684\pvpg\posy2271\absw7024\absh10675 \sl-275 \par\f10 \fs21 \cf0 o
empresa, de cuyo �xito depende la satisfacci�n de las
\par}{\phpg\posx3684\pvpg\posy2271\absw7024\absh10675 \sl-276 \par\f10 \fs21 \cf0
expectativas de clientes y accionistas.
\par}{\phpg\posx3684\pvpg\posy2271\absw7024\absh10675 \sl-276 \par\f10 \fs21 \cf0
Usualmente, esta perspectiva se desarrolla luego que se han
\par}{\phpg\posx3684\pvpg\posy2271\absw7024\absh10675 \sl-276 \par\f10 \fs21 \cf0
definido los objetivos e indicadores de las perspectivas
\par}{\phpg\posx3684\pvpg\posy2271\absw7024\absh10675 \sl-275 \par\f10 \fs21 \cf0
Financiera y de Clientes. Esta secuencia logra la alineaci�n e
\par}{\phpg\posx3684\pvpg\posy2271\absw7024\absh10675 \sl-276 \par\f10 \fs21 \cf0
identificaci�n de las actividades y procesos clave, y permite
\par}{\phpg\posx3684\pvpg\posy2271\absw7024\absh10675 \sl-276 \par\f10 \fs21 \cf0
establecer los objetivos espec�ficos, que garanticen la
\par}{\phpg\posx3684\pvpg\posy2271\absw7024\absh10675 \sl-276 \par\f10 \fs21 \cf0
satisfacci�n de los accionistas y clientes. \par
}
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\par}{\phpg\posx3684\pvpg\posy2271\absw6988\absh6203 \sl-276 \par\b \f10 \fs21 \cf0
{\b0 futuro}{\b0 de}{\b0 la}{\b0 empresa,}{\b0 y}{\b0 reflejan}{\b0 su}{\b0
capacidad}{\b0 para}{\b0 adaptarse}{\b0 a }
\par}{\phpg\posx3684\pvpg\posy2271\absw6988\absh6203 \sl-276 \par\b \f10 \fs21 \cf0
{\b0 nuevas}{\b0 realidades,}{\b0 cambiar}{\b0 y}{\b0 mejorar. }
\par}{\phpg\posx3684\pvpg\posy2271\absw6988\absh6203 \sl-276 \par\b \f10 \fs21 \cf0
{\b0 Los}{\b0 mapas}{\b0 estrat�gicos}{\b0 se}{\b0 componen}{\b0 de}{\b0
objetivos}{\b0 estrat�gicos }
\par}{\phpg\posx3684\pvpg\posy2271\absw6988\absh6203 \sl-275 \par\b \f10 \fs21 \cf0
{\b0 y}{\b0 relaciones}{\b0 casuales.}{\b0 Los}{\b0 objetivos}{\b0
estrat�gicos}{\b0 muestran }
\par}{\phpg\posx3684\pvpg\posy2271\absw6988\absh6203 \sl-275 \par\b \f10 \fs21 \cf0
{\b0 aquello}{\b0 que}{\b0 se}{\b0 quiere}{\b0 conseguir.}{\b0 Las}{\b0
relaciones}{\b0 casuales}{\b0 son}{\b0 la }
\par}{\phpg\posx3684\pvpg\posy2271\absw6988\absh6203 \sl-276 \par\b \f10 \fs21 \cf0
{\b0 explicitaci�n}{\b0 de}{\b0 las}{\b0 relaciones}{\b0 entre}{\b0 los}{\b0
objetivos.}{\b0 Se}{\b0 trata}{\b0 de }
\par}{\phpg\posx3684\pvpg\posy2271\absw6988\absh6203 \sl-276 \par\b \f10 \fs21 \cf0
{\b0 relaciones}{\b0 intuitivas}{\b0 basada}{\b0 en}{\b0 el}{\b0
conocimiento}{\b0 de}{\b0 la }
\par}{\phpg\posx3684\pvpg\posy2271\absw6988\absh6203 \sl-275 \par\b \f10 \fs21 \cf0
{\b0 organizaci�n}{\b0 y}{\b0 de}{\b0 sector,}{\b0 as�}{\b0 como}{\b0 en}{\b0
la}{\b0 experiencia. }\par
}
{\phpg\posx3684\pvpg\posy10001\absw6945\absh1234 \f10 \fs21 \cf0 \f10 \fs21 \cf0
Los mapas pueden estar subdivididos en l�neas estrat�gicas.
\par}{\phpg\posx3684\pvpg\posy10001\absw6945\absh1234 \sl-276 \par\f10 \fs21 \cf0
Por ejemplo, una empresa puede tener una l�nea estrat�gica de
\par}{\phpg\posx3684\pvpg\posy10001\absw6945\absh1234 \sl-276 \par\f10 \fs21 \cf0
crecimiento y al mismo tiempo otra de productividad o \par
}
{\phpg\posx3684\pvpg\posy11657\absw4443\absh737 \f10 \fs21 \cf0 \f10 \fs21 \cf0
eficiencia, y objetivos estrat�gicos en
\par}{\phpg\posx3684\pvpg\posy11657\absw4443\absh737 \sl-275 \par\f10 \fs21 \cf0
muestra un ejemplo de mapa estrat�gico. \par
}
{\phpg\posx8163\pvpg\posy11657\absw2429\absh240 \f10 \fs21 \cf0 \f10 \fs21 \cf0
ambas. La figura 1.1 \par
}
\sect\sectd\pard\plain
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