Diseño e implementación de un cuadro de mando integral, para mejorar la gestión de clientes en la sucursal del baz oficina - chepén.
Chávarry Marín, Carmen Cecilia
Vásquez Cabanillas, Diana Katherine
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This research paper entitled “Diseño e Implementación de un Cuadro de Mando Integral para mejorar la Gestión de Clientes en la Sucursal del Banco Azteca del Perú – Oficina Chepén” is proposed to improve the management Customers, in order to guide and develop predetermined targets and efficiently entangle the activities and tasks to achieve the mission, financial institutions corresponds to growth and increased as customer acquisition, which consequently create huge benefits in that entity. This research has two distinct stages: Project Research and Development of the thesis. In the first stage, we seek to obtain the thesis plan where the work is generalized to make and, in the second stage the work plan is developed, specifically, the design of a Balanced Scorecard for bank Banco Azteca presents of Peru (BAZ). Where, first, the problem is determined, objectives and justification arise. Secondly, there is provided the theoretical and legal basis underpinning the design model in question: the prospects that contains the scorecard, the scorecard, based on how it is organized financial system, banking system and not banking. Thirdly, it will present the design of the scorecard, the strategic map (matrix cause-effect) to study the financial institution; The implementation was developed with CMI-IRIS methodology from Kaplan and Norton, incorporating some experiences gained by the Group for Integration and Reengineering System (IRIS) and finally the part of used materials and methods presented in this research. Also disclosed some conclusions and recommendations. Keywords: Balanced Scorecard, Customer Management, Strategic Planning, Management Indicators.