UNIVERSIDAD AUTÓNOMA DE NUEVO LEÓN FACULTAD DE CONTADURÍA PÚBLICA Y ADMINISTRACIÓN

MANAGEMENT FUNDAMENTALS

PIA: Critical analysis report applied to a management case in an organization

Lic. en Negocios Internacionales

Semestre: 1° Grupo: 1DI

Maestro: Nancy Margarita Sáenz García

TEAM #2

Alumno
Daniel Alejandro Garza Hernández 2019037
Fernando Jair Almaguer Tovar 1972091
Ruth Nohemí Ramirez Salazar 2128993
Melannie Nahomi Martínez De la Riva 2003019

Ciudad Universitaria, 29 de abril de 2022

 INDEX
1- Introduction...................................................................................................................................3
2- Theorical framework......................................................................................................................4
2.1- Organizational management...................................................................................................4
2.2- Management process..............................................................................................................4
2.2.1- Planning...........................................................................................................................5
2.2.1.1- Decisión- Making...........................................................................................................5
2.2.1.2- Qualities of effective plans............................................................................................5
2.2.1.3- SWOT Analysis...............................................................................................................5
2.2.2- Organizing............................................................................................................................5
2.2.2.1- Corporate level..............................................................................................................5
2.2.2.2- Business or division level...............................................................................................6
2.2.2.3. Functional level.............................................................................................................6
2.2.3 Leading..................................................................................................................................6
2.2.3.1 Leadership......................................................................................................................6
2.2.3.2 Qualities of effective leaders..........................................................................................6
2.2.4 Controlling.........................................................................................................................7
2.2.4.1 Goal achievement or failure...........................................................................................7
2.3 Communication process...........................................................................................................7
2.3.1 Effective communication...................................................................................................7
2.4 Organizational culture..............................................................................................................7
2.4.1 Organizational ethics.........................................................................................................7
2.5 Corporate social responsability................................................................................................8
2.5.1 Environmental sustainability.............................................................................................8
3- Laboratorio Chopo.........................................................................................................................8
3.1.1. General adminitrative process.............................................................................................8
3.1.2 Maintenance area administrative process............................................................................8
3.1.2.1 Planning..........................................................................................................................8
3.1.2.2 Organizing......................................................................................................................9
3.1.2.3 Leading...........................................................................................................................9
3.1.2.4 Controlling......................................................................................................................9
4 Proposed strategies to achieve a competitive advantage...............................................................9
5 Individual Conclusions.....................................................................................................................9
6- Group conclusión.........................................................................................................................10
7- Annexes........................................................................................................................................10
7.1 Manager´s identification card................................................................................................10
7.2 Survey.....................................................................................................................................10
8. Bibliography.................................................................................................................................18
1. Introduction

In this PIA we will analyse the phases of the administrative process, which are:
planning, organization, control and direction, it will help us in our daily lives in
addition to being able to exercise it within any business activity, understanding the
importance of this process in organizational sustainability.

For this we interviewed a manager to analyse the organization where he works to

formulate strategies for the organization to be even more competitive with its
competitors.
2- Theorical framework

2.1- Organizational management

Organizational management is a management activity that aims to fulfill the
company’s goal by handling adequately all the processes and resources available.
It is a discipline whose main objective is to plan, organize and execute activities
that achieve the company’s pre-established aspirations.

2.2- Management process

Is the practice of aligning all the business processes of an organization so that they
work together efficiently and effectively. However, businesses often find it
challenging to implement process management in the right way. In this article, we
define process management and its objectives, and we discuss its relevance in
keeping a business profitable.

2.2.1- Planning
Is the fundamental management function, which involves deciding beforehand,
what is to be done, when is it to be done, how it is to be done and who is going to
do it. It is an intellectual process which lays down an organization’s objectives and
develops various courses of action, by which the organization can achieve those
objectives. It chalks out exactly, how to attain a specific goal.

2.2.1.1- Decision- Making

The act or process of deciding something especially with a group of people.

2.2.1.2- Qualities of effective plans

1. Great Plan is goal oriented.

2. Based on valid data and information and proper analyzing of them.

3. Has proper guidance for implementing the resources efficiently.

 4. The great plan makes and maintains coordination with all necessary
sectors.

5. It is flexible.

6. Great plans are realistic and meet the needs of the business.

2.2.1.3- SWOT Analysis

SWOT (strengths, weaknesses, opportunities, and threats) analysis is a framework
used to evaluate a company's competitive position and to develop strategic
planning. SWOT analysis assesses internal and external factors, as well as current
and future potential. (KENTON, 2021)

2.2.2- Organizing
Is the second key management function, after planning, which coordinates human
efforts, arranges resources, and incorporates the two in such a way which helps in
the achievement of objectives. It involves deciding the ways and means with which
the plans can be implemented.

2.2.2.1- Corporate level

Is a multi-tiered company plan that leader use to define, outline and achieve
specific business goals. A corporate-level strategy can be used by a small
business to increase its profits over the next fiscal year, whereas a large
corporation might be overseeing the operations of multiple businesses to achieve
more complex goals like selling the company or entering a new market.

2.2.2.2- Business or division level

These are the three levels in business strategic management, both at the corporate
(general), business (sector) or area (division) level.
1.- Corporate strategy:

It is the one that determines the business areas in which the company wants to
dedicate its resources. This strategy is what drives the fundamental changes of a
company towards one business or another. It is about management having an
adequate business portfolio.

2.- Competitive strategy:

At this point it is about determining how an organization competes within a given

economic sector. They are the movements in the different areas that an
organization must carry out to position itself adequately within the market in which
it wants to compete.

3.- Functional strategy:

Fundamentally, it is the transfer to the most concrete reality of the divisions of

corporate and competitive strategies. Marketing, finance, human resources or
information systems are put into operation to achieve the objectives according to
the organizational structure of the company.

2.2.2.3. Functional level

1) Corporate Level Strategy

Think of your corporate strategy as the guiding force behind your business. These
high-level strategies will define your company’s main purpose(s).

When you set your corporate strategy, it will directly affect the decision-making in
every other part of your business. It will help you:

 Set priorities and common goals

 Focus the use of resources

 Specify the expected results or achievement

The strategy we mentioned earlier — increasing market share — belongs at the
corporate level. Once you set that as your corporate level strategy, it automatically
affects what happens at the next level.

2) Business Level Strategy

Business level strategies translate corporate strategies into more tangible actions.
In essence, your business strategies will define the assignments and actions
required to achieve your corporate strategy.

For example, building on the corporate strategy to increase market share, the
business strategies that support this goal might be:

 Increasing the marketing budget

 Improving product quality

 Broadening exposure

Those strategies then trickle down to the next level of your business.

3) Functional Level Strategy

Functional level strategies are the actions and goals assigned to various
departments that support your business level strategy and corporate level strategy.
These strategies specify the outcomes you want to see achieved from the daily
operations of specific departments (or functions) of your business.

Your functional level strategies should reflect the fact that corporate and business
objectives typically require the involvement of multiple functional areas (e.g., HR,
production, R&D, etc.). So, continuing with the corporate level strategy of
increasing market share, your functional level strategy would then be:

 HR: increase hiring of highly trained employees

 Marketing: improve brand identification

 Production: reduce rejections

Once these strategies are set, department managers can devise individual
employee assignments to support the departmental goals.

2.2.3 Leading
A leader is a person who is a reference for a group of people. He is a person who
leads a movement, group, or institution and who has earned the respect of the
other people who follow him and support his actions or decisions.

Being a leader means being the person who shows the way, with a series of
inherent or learned qualities: with his knowledge, his way of relating to others, his
ability to make decisions, to manage crises or to support or understand the
members. of a group.

Leadership is not innate, although it may seem so at times. It is trained through

experience and training in emotional intelligence

2.2.3.1 Leadership
Leadership is the art of motivating a group of people to act to achieve a common
goal. In a business setting, this may mean leading workers and colleagues with a
strategy to meet the needs of the business.

Leadership captures the essential elements of being able and ready to inspire
others. Effective leadership is based on ideas, both original and borrowed, that are
effectively communicated to others in a way that engages them enough to act as
the leader wants them to act.

A leader inspires others to act and, at the same time, directs the way they act.
They must be agreeable enough for others to follow their orders, and they must
have the critical thinking skills to know how best to use the resources at an
organization's disposal.

Leadership can also refer to the management structure of an organization.

How does leadership work?

In business, leadership is tied to performance. Therefore, while leadership is not
intrinsically tied to profit, those who are seen as effective leaders in corporate
contexts are the ones who increase the results of their company.

If an individual in a leadership role fails to meet earnings expectations set by

boards, senior management, or shareholders, he or she can be fired.

While there are people who seem naturally gifted with more leadership skills than
others, anyone can learn to become a leader by improving skills. History is full of
people who, although they had no previous leadership experience, stood out in
crises, and persuaded others to follow their suggested course of action. They
possessed traits and qualities that helped them take on leadership roles.

2.2.3.2 Qualities of effective leaders

Leaders shape our nations, communities, and organizations.

We need good leaders to help guide us and make the essential large-scale
decisions that keep the world moving.

The best leaders consistently possess these essential leadership qualities:

Ability to delegate

Communication

Learning agility

Influence

Courage

Respect

Ability to Delegate
The goal isn’t just to free yourself up — it’s also to enable your direct reports to
grow, facilitate teamwork, provide autonomy, and lead to better decision-making.
Communication
The best leaders are skilled communicators who can communicate in a variety of
ways, from transmitting information to inspiring others to coaching direct reports.
And you must be able to listen to, and communicate with, a wide range of people
across roles, geographies, social identities, and more.

Learning Agility
Learning agility is the ability to know what to do when you don’t know what to do. If
you’re a “quick study” or can excel in unfamiliar circumstances, you might already
be learning agile. But anybody can foster learning agility through practice,
experience, and effort.

Influence
Being able to convince people through logical, emotional, or cooperative appeals is
an important trait of inspiring, effective leaders. Influence is quite different from
manipulation, and it needs to be done authentically and transparently. It requires
emotional intelligence and trust.

Courage
It can be hard to speak up at work, whether you want to voice a new idea, provide
feedback to a direct report, or flag a concern for someone above you. That’s part of
the reason courage is a key trait of good leaders. Rather than avoiding problems or
allowing conflicts to fester, courage enables leaders to step up and move things in
the right direction.

Respect
Treating people with respect daily is one of the most important things a leader can
do. It will ease tensions and conflict, create trust, and improve effectiveness.
Respect is about more than the absence of disrespect, and it can be shown in
many ways
2.2.4 Controlling
Control is a primary goal-oriented function of management in an organization. It is
a process of comparing the actual performance with the set standards of the
company to ensure that activities are performed according to the plans and if not
then taking corrective action.

Every manager needs to monitor and evaluate the activities of his subordinates. It
helps in taking corrective actions by the manager in the given timeline to avoid
contingency or company’s loss.

Controlling is performed at the lower, middle, and upper levels of the management.

2.2.4.1 Goal achievement or failure

The achievement goals theory is a motivational model that refers to how people
behave when it comes to meeting goals, especially applied in the academic field.

Achievement goals reflect the desire to develop, achieve and demonstrate the
competence evaluated according to criteria that may well be absolute, such as the
performance of the task itself; intrapersonal, such as the maximum individual
potential for that task, that is, "putting oneself to the test"; or normative, such as the
actions and approval of others.

Failure is one of the most frequent fears in human beings. Not achieving our goals
brings feelings of shame, guilt, sadness, anger, among others. Not only that, but it
creates a negative perception of ourselves and our environment that ends up
affecting our self-esteem and mental health.

Failure is an unpleasant experience; however, it is very common.

It is not something you like; however, mistakes can be a path to success if we

know how to learn from them and look for new perspectives.
2.3 Communication process
The technical definition indicates that the communication process is one that
occurs between a sender and a receiver, where the first emits a message in the
form of a code addressed to the second, which is carried out through a certain
channel.

2.3.1 Effective communication

Effective communication has to do with understanding the emotions and interaction
between the information that is chosen as a catalyst. It is having the ability to listen
and understand everything about the information and data received, let's
remember, "understand ourselves to be understood".

2.4 Organizational culture

Is the set of ideas, practices and values that the various agents of the same
company have in common. This involves aspects that encompass the ethics,
beliefs, values, experience and psychology of the group.

2.4.1 Organizational ethics

Is a type of ethics that is applied to organizations based on their specificity. As a
discipline, it has a double object of study: human behaviour (material object) and
the moral implications of that behaviour in other people, the group and society
(formal object).

2.5 Corporate social responsibility

Is the responsibility that each organization has with the environment in which it
operates and with the society of which it is a part.
2.5.1 Environmental sustainability
It describes how biological systems remain productive over time. It refers to the
balance of a species with the resources of its environment. By extension, it applies
to the exploitation of a resource below its renewal limit.
3- Laboratorio Medico del Chopo
Laboratorio Medico del Chopo has been in the market for more than 70 years, has
positioned itself as the largest and most important laboratory in Mexico, provides
clinical analysis services and cabinet in the same branch.

It has more than 330 branches and 27 specialty centers throughout the Mexican
Republic.

They are the largest office in Mexico with more than 650 highly trained doctors who
perform studies for patients and have more than 850 high-tech equipment. They
offer patients exceptional service with the highest quality.

To provide greater reliability in the results, all imaging studies are interpreted by
doctors certified before the Council of the specialty, in turn, Poplar Medical
Laboratory has the International Center for Image Interpretations (CIII), where high
specialty studies are interpreted.

Certifications and accreditations

The analytical center of Grupo Diagnóstico Médico PROA S.A. de C.V, has the
most important certifications and accreditations in the clinical analysis laboratory
industry, such as: College of American Pathologists, ISO 15189-2012 and NGSP
Level 1.

With this, they position them as the leading laboratory in Mexico, guaranteeing the
reliability of the results of patient studies.

The values of this company are:

  SERVICE ATTITUDE: They work to exceed the expectations of their
customers, providing an outstanding treatment and a strong commitment in
what we do.
 INNOVATION: They always take more and better ways to achieve their
dreams.
 PERSEVERANCE: They are constant in their ideals and fight for them until
they reach them.
 TEAMWORK: The set of your talents takes you to the top of your dreams.
 QUALITY: The care and precision with which they carry out their work is
closely related to the well-being and trust of their client.

3.1.1. General administrative process

In order to know the management of the company in general, we took some
answers from the questions we asked. The following points define the most
relevant

 One of the pillars of an organization is having the mission and vision

established to know what it wants to achieve and how do it. Laboratorio
Medico del Chopo its mission is “Provide a reliable and timely clinical
analysis service to assist in the diagnosis of clinical pathologies, based on
professional ethics and a high commitment to quality” and its vision is “To be
a department that provides the most specialized and highest quality services
to doctors and patients, becoming the leader in clinical laboratory medicine.

 Some of the main values and practices that are promoted in the company,
which are part of the organizational are Service attitude, innovation,
perseverance, teamwork, and quality.

 The staff is highly trained who carry out studies on high-tech equipment.
  To provide greater reliability in the results, all imaging studies are
interpreted by doctors certified by the Council of the specialty, in turn, the El
Laboratorio Medico el Chopo has the International Image Interpretation
Center (CIII), where they perform highly specialized studies.

3.1.2 Maintenance area administrative process

The manager surveyed is currently a branch manager, so in this section we will
continue to detail in greater depth the administrative process that has been
established.

3.1.2.1 Planning
The manager surveyed has the following main function:

- To be able to make the work team achieve the objectives set by the company,
this is done through the functions I perform such as personnel management,
resource management and planning of the activities necessary to achieve these
objectives.

- Transmit the necessary knowledge to employees so that they can develop in

positions of greater responsibility.

The planning is monthly, it is carried out through indicators to maintain control, the
main indicators are the sales indicator, the expense indicator and personnel
control, among others.

3.1.2.2 Organizing
To carry out the organization in this company, an organization chart is kept which
indicates at what level each employee is located and level means the degree of
responsibility carried out by the staff and based on that level of responsibility know
what the functions are they must perform to achieve the objectives

3.1.2.3 Leading
The manager considers that authority is a bit complicated to obtain since it is not
necessary for you to have a position of greater responsibility to have an authority
over your co-workers, but this is obtained more to the extent that you can empower
employees, you empower them in having the ability and responsibility to solve
situations that can appear continuously both in daily activities and in the objectives
that you can When you empower people you will allow them to have a self-
stimulation and that in the end they will not only see you with authority, it is
preferable that they see you better as a support, as a help that you can offer and
that will allow you to have control and an authority that allows you to regulate
certain activities or certain attitudes that you have.

Mainly the position of manager leads you to develop skills and competencies that
allow not only that you can achieve the objectives that the company needs, but
also that you can transmit the necessary knowledge to employees so that they can
develop in positions of greater responsibility, either within the same company when
there is an opportunity, or, if they are presented with an opportunity outside of it
they can also have the skills, attitudes and competencies necessary to develop
those functions in the best way, then in their case the jobs they have had as a
manager have allowed them to develop skills in terms of leadership, conflict
resolution, feedback, this is carried out mainly with the development of effective
communication with each of the members of the job, it has allowed him to develop
skills also in terms of emotional intelligence, which is a very important part of an
organization and has also allowed him to be a coach of each of the members of the
work who have been working with him, this means that he is also a person who will
help them develop their personal and professional skills in each of them.
3.1.2.4 Controlling
To carry out control within the company, you first start with the hierarchy, the
hierarchy in this company is:

Employees are responsible to a supervisor, this supervisor in turn reports to a

branch manager (in this case he is the interviewee) he has to answer to a deputy
director of regional operations and an administrative manager, in turn the deputy
director of operations must answer to a regional director of operations. Higher up in
the organizational chart is the national director of operations and this in turn must
be under the responsibility of reporting all activities to a board of directors of the
company.

Another way in which they keep control within the organization is by holding
monthly meetings to verify if the strategies are working and if they are not working,
improve the strategy.

4 Proposed strategies to achieve a competitive advantage

Ruth- My strategy would be to put a staff doctor in each laboratory for low-income
people who do not complete to go to the doctor, in addition, people would no
longer have to go back and forth from the doctor to the laboratory, it would also be
a good option to do more advertising and make deals in schools so that the
students get a very good price, another strategy would be to give the results in a
short time, since in some laboratories it takes up to 4 days to give them and also
give training to their employees every month and update them on the new diseases
Nahomi- Human capital capabilities
Since it is human talent that enables key tasks and outstanding customer
interactions, it is also critical to competitiveness. It determines much of the quality
factor, whether the company markets a product or service.
This company has many business strategies, and they follow everything well to the
letter. I think they could print that strategy and improve it. Of course, they have a
good performance in human capital, but I think it could be improved more
Daniel- I propose that this company improve the processes within the laboratories,
promoting confidence towards the workers of the same so that they can suggest
their own improvements in the different processes in which they participate, if and
when they are coherent proposals and that they remain within the safety of
customers and employees of the company, making this company be driven by its
own workers based on the trust and identity they generate towards it.
Following this proposal, employees will create a personal identity with the
company, making them a crucial part of decision-making in it and always looking
for the best for it.
Fernando- For example, El Chopo ensures that users will be given the opportunity
to pay for all procedures directly on the page with a credit or debit card. Nor will it
be a requirement to return to the branch for the studies since they can be
consulted directly on the web. On the other hand, people will be able to start
building a digital health record over time. And, if they wish, find out about exclusive
discounts and promotions.

5 Individual Conclusions
Ruth- I consider that it is a very important issue to know all the phases that take
place within a company since that way we can analyse in depth what their
strengths, weaknesses are, what they need to improve so that they have
competitive advantages with their competitors, give better customer service since
this company not only focuses on one type of person but also focuses on the
general public since we have all needed studies at some point.

Fernando- Partly due to the issue we had with the manager of the "chopo" store, all
the information he gives us is quite interesting since we can see some other face of
everything behind the "chopo" store. Thanks to this, people can get to give advice
on how to improve, but the truth is that it is difficult to find any improvement to an
institution like "chopo", everything that is done in "chopo" , is for good and to help
all those people who need it either because they are in poor health, want to donate
blood or provide help in some way, obviously doing so voluntarily, that is why
"chopo" is a good place.

Daniel- Personally, I think that the processes for administration are the most
important for an administrator and the main things to keep in mind when managing
a company, I believe that the company "Poplar", has very good administration and
that its managers know how to take it correctly, but nevertheless as in everything
can be improved even more, processes can always be improved.
 By making processes more efficient, the organization becomes more efficient and
for better and easier management you must have things in a set order to achieve
the established goals.
If the processes instead of increasing their effectiveness and effectiveness
decrease it, in the same way our company loses it causing it to be less and less
profitable, in these cases a quick response is needed since efficiency is one of the
most important things for a company.
The Chopo company is a very managed and organized place due to the good
administration of its managers, in addition the laboratories must always remain in a
perfect organization, because if the appropriate processes are not carried out, work
accidents can be caused that no company would want within it.

Nahomi- I think that the strategies and all the concepts that are handled in this
work are very helpful, since they are essential if any company wants to obtain an
efficient performance in its corporate

I think it's important to know all the strategies, how could be the right way to handle
it. They are very important things that give you a plus as a company and thus
obtain the benefits that having a good management of the company brings you.

Little things make great things happen.

6- Group conclusion
In conclusion, the processes for the administration are very important, because, if
they are inefficient, companies can suffer from economic losses which can end up
bankrupting a company, also when the processes are carried out in a more
efficient way, these help the company to be better and higher level compared to its
competitors. Managers or administrators of companies are always in the constant
search to increase the efficiency of their processes and for this there are several
ways to do it, such as giving the power to employees in decision making, to ensure
that each employee performs at their maximum efficiency.
In the company that this work reviewed, it was concluded that this is managed
efficiently, but that you should not stop looking for excellence in the field, always
looking for innovative processes to continue at the top of the field, as long as it is
morally ethical and the processes do not put at risk the workers of the same
company, it was also concluded that the work environment must be promoted in a
positive way, achieving that employees in this way reach their maximum efficiency.
If the suggested proposals are followed, the company will have a higher level of
efficiency and production quality in the laboratory, and also seeking to avoid any
risk to laboratory workers, since they also handle dangerous substances that
without the proper safety protocol can cause them damage to their physical health,
on the other hand to satisfy the safety of workers can be to ensure their place in
the jobs and ensure a good salary, fair of their work done, in this way the worker
will be provided with the security he needs to continue performing his work at the
highest level of efficiency and quality that is needed in the company.w
Finally, to ensure maximum efficiency, it is also necessary that at the
administrative level a clear, transparent, and honest management is achieved so
that employees know who they should respond to in case of inconveniences and
also to keep them motivated in their work, in addition to the administrative staff to
take them into account in decision making within the company.

7- Annexes

7.1 Manager´s identification card

7.2 Survey

A- What is your main goal?

B- The main goal of a company is that through a product or service offered you can
obtain a profit that is known as utility from the commercialization of said goods.

A- How do you achieve this goal?

B- That goal or utility that a company wants through the measurement of several
indicators, the main ones are obviously the sales in a company like this, the greater
the sale is a greater probability of obtaining a profit, another of the important
factors is the correct control of the expenses that are had to perform the provision
of the service or the commercialization of the product.

A- What responsibilities do you have as a manager and what functions?

B- My responsibility as a manager is to be able to make the work team achieve the

objectives set by the company, this is done through the functions I perform such as
personnel management, resource management and planning the activities
necessary to achieve these objectives.

A- How do you do the planning?

B- The planning is on a monthly basis, the way we carry it out is through the
indicators that the company asks us to keep in control, For example an sales we
have to design our activities that allow us to increase the sale in the objective that
the company asks us , basically we have to have a planning in this case because it
is our main indicator sales, another indicator of the main ones we have is the
control of expenses for this we have a monthly budget of how much we can spend
in each of the items in which we can control in branch, for example the control of
expenses in terms of the resources we use, the use of services, we also have
control of personnel, in this one of the main indicators we have because it is the
retention of personnel, which is basically that we prevent people from leaving the
company, since this is one of the main expenses in any organization.

A- What are your strategies? (What activities to undertake and how to take
advantage of resources to achieve these goals)

B- - The strategies used to achieve the objectives must be of two types, they must
be general in which all those involved in the work team must focus so that the
indicators can be within the values that the company asks us, but there must also
be individual strategies, these are regularly seen with each member of the work
team and must meet certain characteristics, one way to achieve a strategy
individually is through the use of setting objectives through a tool called Smart, in
which the objectives must meet certain characteristics that must be specific,
measurable, challenging, achievable objectives and in a certain time loop.

A- How do you decide what strategies you will follow?

B- As we decide what strategies are going to be followed, well, this is based on the
results that were given in the previous period, in this case within our organization
the objectives are monthly, then regularly those objectives change during the
month, the following month and we can focus on all those objectives that were not
achieved or on those objectives that we give to have greater control

A- What is your way of running the organization?

B- The company in this case must have an organizational chart in which it indicates
what is the level in which each person is, we refer to what is the level of
responsibility that each of the people who work in the organization has and based
on that level of responsibility know what are the functions that they must perform
for the achievement of the objectives.

A- How do you motivate members to collaborate in achieving organizational goals?

B- The way in which each organization motivates its staff varies but to personal
experience there are two types of motivation that you can give to each of the
members of the team, these can be economic and not economic, the motivation in
this case for the members of this organization when we refer to something
economic because logical is something of value that will be delivered based on
achieving certain objectives that the company proposes to us and which will make
us obtain an economic remuneration for achieving those objectives, however, to
motivate employees on many occasions is more beneficial and is much more
encouraging when you motivate people by non-economic incentives, for example
when you recognize their work, when you do it to arrive a congratulation for
something extraordinary that he has done, when you allow those achievements of
objectives to give him a little more time to be with his family, some extra day where
the collaborator can rest and be paid that day, he can have permits when he has
an emergency or even when you are making a continuous feedback of the work
they do, in this case the positive feedbacks or the recognition of the things that are
sent must be done in public, however when the feedback requires that you focus
on a negative aspect it must be done in a personal and private way, in such a way
that we are objective enough so that that attitude or that negative part of the team
member can be modified and because it can change in a way that improves the
environment work of the work team and also take the achievement of the
objectives.

A- What is the vision?

B- In my case the vision that the company has is that objective that will indicate
where we are going in the future, in the particular way our vision is to be a leading
institution in the health sector with a national presence providing reliable
information for the integral medical diagnosis with certified quality with exceptional
treatment to its clients and with high profitability, all this supported by our human
capital with a healthy climate and high commitment to our values.

A- What skills did you have to have to become a manager?

B- We must have a certain experience in what is the administration of resources,

administration of material resources and also an experience in terms of personnel
management, this because our main objective is to maintain control of everything
that involves expenses within the branch, that all the material provided to us is
used in a reasonable and rationed way to carry out the daily work, in terms of
personnel management because we are the engine that should encourage our
team members to do the activities in a better way when one has a lack of
leadership is a little more complicated that people can perform the functions
because they require a person who can constantly be motivating them and can be
encouraging them to perform their activities in a better way, training them in the
activities they are going to carry out and making them aware that each and every
one of the activities they are going to carry out is part of the achievement of the
objectives.

A- Do you feel that having the position of manager I managed to develop more
skills and what were they?

B- Mainly the position of manager leads you to develop skills and competencies
that allows not only that you can achieve the objectives that the company needs,
but also that you can transmit the necessary knowledge to employees so that they
can develop in positions of greater responsibility, either within the same company
when there is an opportunity, or, if they are presented with an opportunity outside
of it they can also have the skills, attitudes and competencies necessary to develop
those functions in the best way, then in my case the jobs I have had as a manager
have allowed me to develop skills in terms of leadership, conflict resolution,
feedback, this is mainly carried out with the development of effective
communication with each of the work members, It has allowed me to develop skills
also in terms of emotional intelligence, which is a very important part of an
organization and has also allowed me to be a coach of each of the work members
who have been with me, this means that I am also a person who will help them
develop their personal and professional skills in each of them.

A- How do you evaluate if you have succeeded in your goals and how do you
correct if it was not met?

B- It is through the indicators that are presented to us during the course of the
month and those that we have at the end of the month, then there we can evaluate
if really the actions that we are carrying out within our company are those
necessary for the achievement of the objectives, if in any case we do not manage
to meet an objective because we have to make an action plan that allows us to
correct the one that we have not achieved. those objectives and focus on carrying
out that action plan both as a group and individually because we have to carry out
that action plan to correct each of the indicators in which we could not achieve the
value that our organization asked us for.

A- How is the hierarchy in this company?

B- The hierarchy is as follows, the collaborators are accountable to a supervisor,

this supervisor in turn reports to a branch manager, in this case his server, I have
to answer to a deputy director of regional operations and an administrative
manager, in turn the deputy director of operations must respond to a regional
director of operations, Further up the organizational chart is the national director of
operations and this in turn must be under the responsibility of reporting all activities
to a board of directors of the company.
A- What are the challenges you face on a daily basis and how do you manage to
solve them?

B- Daily we must achieve a certain number of customers, a sales goal and also
make sure that all the medical equipment we have in the branch work in the right
way, this means that as soon as a problem occurs, whether technical or lack of
personnel, we must immediately have the necessary actions so that each of the
services we provide can be given without any setback.

A- What advantages do they have unlike their competitors?

B- With respect to our competitors our company is based mainly on offering a

quality service to each of our customers, we differ a lot in the way we carry out the
care protocols and in the way in which each of the collaborators is prepared to offer
you in addition to a correct service, offer them an exceptional experience in the
care, in the respect and in the necessary information that they have so that they
have a full confidence that the results that we are going to deliver is a correct result
and in which the doctor can rely with all security to issue a diagnosis and later an
adequate treatment.

A- What are the steps for product innovation?

B- When the innovation of a product or service is going to be carried out, the first
part that is carried out is to download the information that corresponds to said new
product or service, later a protocol is carried out in which said protocol is a test that
is carried out locally in a branch or some branches that are known as pilots, when
the process or service is completely standardized then the mass communication is
made that the product or service will be registered in each and every one of the
branches and after this it can already be offered to the general public.
A- What management procedures and practices are in place to create a highly
skilled and motivated workforce, as well as to avoid large class action lawsuits?

B- Initially all employees are offered a contract that is linked to the collective
bargaining agreement and in which both the functions and responsibilities that the
employee has with the company and also the company with the collaborator are
specified, all the benefits that will have within the company during the period that
he is working are specified and also because they are given constant training to
improve their technical, practical and operational skills, this to allow them a better
development of their activities.

A- How do you take advantage of technology?

B- At the moment the company is in a conversion towards digitized systems in

which we are including ourselves in activities in which the resources are used
optimally we waste the largest amount of materials and take advantage of all the
services that the company gives us, this to reach a greater number of customers to
whom we can offer our products or services, as well as improving the processes to
make them simpler, more practical and that the information is available in an
immediate and reliable way.

A- How do you deal with global crises? (Natural causes, man-made causes,
international terrorism and geopolitical conflicts)

B- As in any deficit in a global way in the organization, there is an area in charge of

indicating what are the guidelines to follow to solve any of those situations or crises
that happen both globally and locally.
A- How are work divided? (Depends on skills, aptitudes, and knowledge)

B- The work or activities that are carried out daily are defined by the hierarchical
level that each of the positions that are in the organization has, this means that
each of the activities are already defined in each of the positions we have within
the company, those activities are not limiting but there are activities that are
essential according to the position and there are other activities that can also
perform in a certain way that do not correspond to their area but that this will also
help them to have a broader knowledge of all the activities that are carried out and
how to solve a situation in case a problem arises even if it is not within the area in
which they work or that is within their area of responsibility.

A- How do you select your staff?

B- In my case for the selection process I try to look for people who have certain
characteristics that allow an integration to the work group and the achievement of
objectives, that is, I do not look for people who have outstanding technical,
practical or operational skills if it is very good to have people who already have a
type of experience in any of those areas, however I consider that it is more
important that I can select a person who already has skills, which later will not be
able to change if his education has not allowed him to have, this means, that I pay
special attention to those people who have developed skills in terms of customer
service, in terms of empathy, in terms of teamwork, assertive communication,
tolerance to failure, since this type of skills is very difficult to correct over time,
however activities that are technical, practical or operational over time the
collaborator or co-worker can develop a skill in those areas, it is clear to me that it
can be due to a constant repetition of the activities that are being carried out
because over time it is generating an experience and the practice is obtained,
however when one does not hire personnel who for example have empathy that
type of areas of opportunity cannot be corrected because it is part of the education
he received, it is something intrinsic, that if I do not develop it in the family, in the
daily coexistence with friends, with colleagues from other jobs it will no longer be
able to do it, basically those skills in which I look are skills that were acquired within
the family, then if someone is not helpful, it is not ethical, it has no way of having
an ability to solve situations is very difficult for us to find.

A- How do you handle the authority you have?

B- Authority is a bit complicated to obtain since it is not necessary that you have a
position of greater responsibility to have an authority over your co-workers, but this
is obtained more to the extent that you can empower the collaborators, you
empower them in having the ability and have the responsibility to solve situations
that may continuously appear in both daily activities and objectives that you can
raise, when you empower people you will allow them to have a self-stimulation
and that in the end they not only see you with authority, it is preferable that they
see you better as a support, as a help that you can offer and that will allow you to
have control and an authority that allows you to regulate certain activities or certain
attitudes that you have.

A- What rules do you have to achieve concrete goals?

B- The main rules that you must follow to achieve a goal is that you must define
each of the activities, two that each person becomes an expert in performing those
activities and you also have to motivate them to teach them new things every day
so that they have confidence that they can also be people who can make
decisions, that they can give the resolution to a problem and that in their hands is
to be able to see a change within the organization.

A- How do you solve conflicts between staff and how do you achieve a better
coexistence?

B- Staff conflicts are very common, but the first rule so that they can be resolved in
a correct way is first to be impartial, you do not have to take sides with anyone,
second you have to be objective, you have to evaluate the situation in a neutral
way and in which you can decide which is the best solution that you can offer them
without at any given time the staff can feel that you are attacking or doing less or
having a preference.

A- How do you select your suppliers and distributors?

B- It is in charge of an area that is the purchasing and supply area, which tender
the products and services they require within the organization and based on this
the quality and price of the services or products provided they decide from whom
everything necessary for operations is purchased.

A- What are the main ethical rules you follow to make the right decisions?

B- When we want to know if a decision is the right one we have to base ourselves
on the policies and procedures that the company has, these policies and
procedures will allow that when we need to solve a situation, all people do not
appeal to our common sense, but that we make a decision based on what the
company wants, what has marked us, has asked us and with it we make our
decisions are not made personally or at our discretion, but that we all have a
resolution of situations, so that the decisions that are made are congruent to what
the company of each of us requires.

A- Have they committed any ethical fault and if so, what is it?

B- As in any company there have been people who have had lack of integrity, for
example, a conflict of interest, when they have required a supplier with whom they
have a family bond, sentimental because they want it to become a supplier of the
organization, when there has been a lack of probity in which there have been
people who have taken material that is for the exclusive use of branches or have
taken cash, there have also been cases in which people have had to be
discharged for workplace harassment, sexual harassment, physical harassment,
so they are some of the situations that can commonly happen within an
organization.

A- Do you show your social responsibility to employees?

B- At the end of the day, social responsibility rather than that of the company is
mainly a responsibility of both the staff and the work team, in our case for example,
we put together some taparroscas for some institutions that fight against cancer
that may have enough material to cover their treatments, there have been
occasions when we have organized delivery of toys to children of limited
resources, basically this type of activities what it does is sensitize people and the
objective of making us more and more empathetic and increasingly closer to
people.

A- Do they have problems of discrimination and if so, what are they and how do
they solve them?

B- In my case we have not had any type of discrimination, we have always

accepted the work team, it has accepted people without any problems, and we do
not have any type of discrimination neither by race, nor by color, nor by political or
religious ideology

A- What are your main competitors? What differentiates you from them?

B- In our case our main competitors are other laboratories that are aimed at a
segment of the population such as the one we are directed, in this case our
products and services are aimed at the segment of a medium to high population,
then they are the ones that we can consider our competitors who are directed to
that segment, already for a segment of medium to low or low the truth because we
are not competition for price issues.
A- Usually, who are your frequent customers?

B- In our case our clients are segmented into several types, for example there are
the clients who arrive on foot or they are those who a doctor gives them a
prescription and because we based on that prescription carry out the studies they
request, another could be those that the medical representatives who visit the
doctors who are discharged in our group send us patients to do the studies they
require, others are companies that send us their workers or also for the part of
tenders that are won at the government level, whether municipal, state or national.

A- What activities do you carry out so that the staff can live together?

B- We celebrate birthdays, they are provided with half a day of rest that day,
sometimes we make meals among the whole team and in those meals, they are
recognized for the work. Days such as the mother, the child, the family, etc. are
celebrated.
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