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Ups Harvard Español

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CLAVES DEL ÉXITO
Claves del éxito Ventaja competitiva Problemas

Exportación de la cultura

-Diversificación siempre enfocada hacia el cliente.

!

Se busca la fidelización de nuestros clientes y búsqueda de posicionamiento en el top mind gracias a un servicio de gran calidad.

!

-Descentralización.

!

Busca acercarse al cliente y que la burocracia no sea un impedimento en la rápida toma de decisiones. Se busca que el nivel jerárquico en las decisiones se encuentre lo más abajo posible.

! !

CLAVES DEL ÉXITO
Claves del éxito Ventaja competitiva Problemas

Exportación de la cultura

-Adaptación a los cambios en el sector.

!

A lo largo de la historia UPS siempre ha buscado posicionarse en la vanguardia del sector adaptándose a los cambios que surgen tanto en términos de competencia como en la demanda de nuestros potenciales clientes.

!

-“Libro de normas de UPS”

!

La base de la cultura organizacional de UPS. Alinea los objetivos de la compañía con la forma de entender el trabajo de los empleados y le da a estos los valores que se necesitan para lograr la máxima satisfacción dentro de la empresa.

! !

POSICIONAMIENTO
Claves del éxito Ventaja competitiva Problemas

Exportación de la cultura

Nacional

Aereo

Terrestre

Internacional

VENTAJA COMPETITIVA
Claves del éxito Ventaja competitiva Problemas

Exportación de la cultura

-Liderazgo en costes

!

Buscamos satisfacer la necesidad de entrega rápida y segura de pequeños paquetes, atender a todos los expedidores y destinatarios, estén donde estén dentro de nuestras áreas de servicio, con el mejor servicio posible al coste más bajo posible al público.

!

-Eficiencia

La clave esta en la seguridad del envío que logra generar confianza en los minoristas y en los fabricantes que deben realizar pequeños envíos. Esta fidelización se logra gracias a ser eficientes en las entregas y en la atención al servicio e ideas para reducir los costes.

! !

VENTAJA COMPETITIVA
Claves del éxito Ventaja competitiva Problemas

Exportación de la cultura

-Innovación en los procesos

!

La implementación de el nuevo departamento de sistemas de información tiene un papel clave en el desarrollo de la calidad de el servicio. Gracias a este se logra proporcionar una información extra a nuestro cliente y dota de una información extra a todos los departamentos.

!

-Cultura organizativa

!

El papel y la responsabilidad que se le otorga a los cargos intermedios (tanto directivos como empleados) propicia una cultura de resolución de problemas que nos acerca al cliente y nos aleja de la costosa burocracia.

!

EL PROBLEMA EXPLÍCITO
Claves del éxito Ventaja competitiva Problemas

Exportación de la cultura

-Servicios de información

!

Tenemos que elegir entre la contratación de empleados externos, “forasteros”, que deben integrarse dentro del ecosistema UPS y lograr absorber los valores del “Libro de Normas de UPS” o la formación de empleados internos que muy posiblemente no logremos que lleguen al nivel adecuado de cualificación. 

!

-¿Seguir el “Libro de Normas”?

!

A pesar de la norma de siempre dar prioridad a los empleados internos en los ascensos, consideramos que el problema debe solucionarse mediante la contratación de empleados forasteros.

PROBLEMA DE FONDO
Claves del éxito Ventaja competitiva Problemas

Exportación de la cultura

-Ritmo de crecimiento

El ritmo de crecimiento de la compañía no puede sostenerse basándonos en las normas que hasta el momento están rigiendo la compañía. La expansión nos obliga a un cambio en la filosofía acerca de nuestros empleados, debemos enfrentarnos a una realidad en la que la cultura de la empresa debe adaptarse al trabajo con empleados forasteros.

!

-Papel del directivo

Una de las claves del éxito de UPS esta en la alineación de su misión, visión y objetivos con la cultura de sus empleados, el perder esta alineación podría propiciar un ambiente en el que no se lograran alcanzar los objetivos de la compañía.

! !

EXPORTACIÓN DE LA CULTURA
Claves del éxito Ventaja competitiva Problemas

Exportación de la cultura

-Imposible sin modificaciones

!

Hay que tener en cuenta que existen una serie de barreras que provocan que la implantación de la estrategia que se ha llevado a cabo en EEUU en UPS no sea posible sin renunciar a algunos factores que eran parte de nuestra cultura.

!

-Caso Alemania

Encontramos barreras legales, económicas y sociales. Deben solucionarse a través de una adaptación de la cultura organizacional pero sin renunciar a nuestros valores principales.

! !

EXPORTACIÓN DE LA CULTURA
Claves del éxito Ventaja competitiva Problemas

Exportación de la cultura

-Cuestiones irrenunciables en la exportación

!

- Artefacto: ambiente familiar que se basa en el “Libro de Normas”

!

- Valores: la toma de decisiones debe ser descentralizada, se deben tomar las decisiones en el menor nivel jerárquico posible, los empleados son los dueños de la empresa.

!

- Presunciones: promover al empleado interno, el cliente es el centro de nuestro negocio.

!

- Misión: satisfacer la necesidad de entrega rápida y segura de pequeños paquetes, atender a todos los expedidores y destinatarios, estén donde estén dentro de nuestras áreas de servicio, con el mejor servicio posible al coste más bajo posible al público

! - Flexibilidad: son claves la flexibilidad, la planificación y la aceptación de nuevas ideas que nos puede aportar el nuevo personal.

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