Análisis estructural de la visión estratégica futura internacional de la organización para alcanzar objetivos diferenciales enfocados en contact center: MAPFRE, ANDIASISTENCIA

Por medio del estudio realizado a los diferentes enfoques y estudios hechos hacia el área de recursos humanos y cultura (organizacional y nacional) se han logrado identificar ciertos procesos y características que pueden ser implementados en el modelo de integración de operaciones de Call Center de Mapfre. Partiendo de la cultura organizacional pasando por la cultura nacional y sabiendo como ingresar y ser aceptado en una cultura internacional. Características y procesos totalmente opuestos desde su implementación pasando por sus costos y su posterior gestión; debido al choque cultural y la forma de gestión planteada por la organización basado en su modelo estructural de jerarquización y centralización de toma de decisiones. Queriendo lograr con éste trabajo generar un proyecto de unificación de un sector operativo dirigido hacia servicio al cliente y de la misma manera servir como un ejemplo a demás organizaciones nacionales o multinacionales con el objetivo de aumentar la eficiencia de su administración y la eficiencia de su estructura de costos siempre enfocado a un bien último que es el servicio al cliente.

Continuos and intervalic training on cardiovascular fitness in sedentary women

The purpose of this investigation was to evaluate if the intervallic exercise near to the maximum of intensity in a similar fitness population and in women is more effective to improve aerobic capacity than the continuous one of smaller intensity. In order to do it, ten healthy women between 18 and 25 years habitual inhabitants of Bogotá city (located at 2600masl) were selected. They signed the informed consent and were divided randomly in two groups of five participants. They were undergoing to two traditional types of training of ten weeks, three times per week, one hour of duration every day. The continuous training group (Group 1) had a VO2peak intensity of 60%; for his part, the intervallic training group (Group 2) had five sessions of ten minutes of exercise at 70% of VO2peak and 90 seconds of recovery between each session. It was possible to demonstrate that, although the Cardiac Frequency (CF) average of group 2 participants during the exercise sessions were always over those of group 1, this difference was not statistically significant. In the same way, the basal CF and the recovery CF, as well as the VO2peak, did not have significant differences between both groups. The systolic and diastolic blood pressure average, as well as the Respiratory Frequency (FR) were always superior in group 2, and these differences were really significant. It was possible to conclude that there is not a significant difference in cardiovascular fitness between sedentary young women, after 10 weeks of two traditional types of aerobic training, one 60% continuous and other one 70% intervalic.

Continuous improvement programs as processes for organizational learning: a case study of a company in the food products industry

This article intends to show the relationships between quality practices and the process of organizational learning. When we look at the literature about programs of continuous improvement we see that theoreticians consider that the process of organizational learning is a superior stage in the quality culture adopted by companies. To investigate this possibility, we put together a series of indicators taken from classic authors who have written about organizational learning. Adopting a multiple methodology, we applied these indicators to two plants belonging to the Nestlé food product company which have introduced continuous improvement programs over the last two years.