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Universidad Apec UNIVERSIDAD APEC ESCUELA DE GRADUADOS Trabajo Final Para Optar Por El Titulo De: MAESTRÍA EN GERENCIA Y PRODUCTIVIDAD Tema: “Mejoras para la Optimización de la Funcionalidad en la Red de Cajeros Automáticos. Caso: Banco Popular Año 2011” Sustentante: Glenny W. Serrata García 2009-1883 Asesora: Ivelisse Comprés, MA, MsC, MBA. Santo Domingo, D.N. Agosto, 2011 “Mejoras para la Optimización de la Funcionalidad en la Red de Cajeros Automáticos. Caso: Banco Popular Año 2011” INDICE Págs. RESUMEN ..................................................................................................... ii DEDICATORIA ............................................................................................ iv INTRODUCCION ........................................................................................ 02 CAPITULO I: GENERALIDADES DE LA BANCA ELECTRÓNICA 1.1 Historia de los Cajeros Automáticos .......................................................... 06 1.1.2 Definición de Cajeros Automáticos ................................................... 08 1.1.3 Funcionalidad de los ATM ............................................................... 08 1.1.4 Diseño y Tipos de Cajeros Automáticos............................................ 10 1.1.5 Regulaciones de los ATMs ............................................................... 11 1.2 Nueva Tecnología en Cajeros Automáticos ................................................ 12 1.2.1 Cajero Automáticos de Autoservicio ................................................. 12 1.2.2 Primer Cajero Biométrico ................................................................ 14 1.2.3 Bancos Instalan Cajeros Automáticos que Dispensan Monedas .......... 15 1.2.4 Cajeros Automáticos en República Dominicana y América Latina ....... 15 1.2.4.1 Argentina ........................................................................... 16 1.2.4.2 Colombia ............................................................................ 17 1.2.4.3 España ............................................................................... 17 1.2.4.4 México................................................................................ 18 1.2.4.5 Venezuela ........................................................................... 18 1.2.4.6 Ecuador .............................................................................. 19 1.3 Otros Canales Electrónicos ....................................................................... 19 1.3.1 IVR – Telebanco............................................................................. 20 1.3.2 Internet Banking ............................................................................ 21 1.3.3 Pagos Móviles ................................................................................ 22 1.4 Banca Electrónica en República Dominicana .............................................. 23 1.4.1 Datos ............................................................................................ 24 1.4.2 Seguridad ..................................................................................... 25 1.4.3 Impuestos .................................................................................... 25 CAPITULO II: GENERALIDADES BANCO POPULAR DOMINICANO 2.1 Historia y Evolución del Banco Popular ...................................................... 29 2.1.1 Filosofía Corporativa ....................................................................... 31 2.1.2 Integridad ...................................................................................... 32 2.1.3 Innovación ..................................................................................... 32 2.1.4 Trabajo en Equipo .......................................................................... 32 2.1.5 Respeto ......................................................................................... 32 2.1.6 Satisfacción del Cliente ................................................................... 33 2.1.7 Código de Ética de Grupo Popular ................................................... 33 2.1.8 Misión ........................................................................................... 34 2.1.9 Visión ............................................................................................ 34 2.2 Relación con la Comunidad ...................................................................... 32 2.2.1 Educación: Programa de Reparación de Escuelas Rurales (PRER) ...... 35 2.2.2 Medio Ambiente: Plan Sierra ........................................................... 36 2.2.3 Salud ............................................................................................. 36 2.2.4 Arte y Cultura ................................................................................ 37 2.2.5 Desarrollo Comunitario ................................................................... 37 2.3 Estructura Organizacional ........................................................................ 38 2.4 Estructura Departamento de Cajeros Automáticos ..................................... 39 2.5 Políticas de Instalación de los Cajeros Automáticos en Banco Popular ......... 41 2.5.1 Equipo Instalación Cajeros Automáticos ........................................... 43 2.5.2 Rentabilidad Cajero Automático....................................................... 44 2.5.3 Pago Renta Localidades .................................................................. 44 2.6 Funcionamiento de los Cajeros Automáticos de Banco Popular ................... 45 2.7 Utilización de los Canales Alternos en BP .................................................. 45 2.7.1 Banca Personal .............................................................................. 45 2.7.2 Tpago ............................................................................................ 46 2.7.3 Internet Banking ........................................................................... 46 2.7.4 Telebanco Popular ......................................................................... 47 2.7.5 Internacionales ............................................................................. 49 2.7.6 Sucursales .................................................................................... 49 2.7.7 Cajeros Automáticos ...................................................................... 51 2.7.8 Móvil Banking Popular ................................................................... 51 2.8 Aspectos Metodológicos ........................................................................... 52 2.8.1 Resultados de la investigación ........................................................ 53 2.8.2 Análisis de los Resultados .............................................................. 68 2.8.3 Entrevistas .................................................................................... 69 2.8.4 Conclusiones ................................................................................. 69 CAPITULO III: MEJORAS PARA LA OPTIMIZACIÓN DE LA FUNCIONALIDAD EN LA RED DE CAJEROS AUTOMÁTICOS. 3.1 Antecedentes .......................................................................................... 72 3.2 Justificación ............................................................................................ 74 3.3 Objetivos Generales ................................................................................ 74 3.4 Objetivos Específicos ............................................................................... 74 3.5 Descripción del Proyecto .......................................................................... 75 3.5.1 Depósitos ...................................................................................... 75 3.5.2 Desembolso de Extracrédito ............................................................ 75 3.5.3 Transferencia Entre Cuentas ........................................................... 75 3.5.4 Pagos de Servicios ......................................................................... 76 3.6 Primera Etapa ......................................................................................... 76 3.7 Segunda Etapa ........................................................................................ 76 3.8 Estrategia de Comunicación ..................................................................... 77 3.8.1 Clientes Internos ............................................................................ 77 3.8.2 Clientes Externos ........................................................................... 77 3.9 Tecnología .............................................................................................. 78 3.10 Principales Mejoras o Ventajas Competitivas ........................................... 79 3.11 Personal Requerido ................................................................................ 79 CONCLUSION ............................................................................................. vii BIBLIOGRAFÍA ........................................................................................... ix ANEXO LISTA DE CUADROS CUADRO N0 1. VALORACION DEL SERVICIO ................................................... 54 CUADRO N0 2. EFICIENCIA DE LA BANCA ELECTRONICA ................................ 55 CUADRO N0 4. SOLUCION RAPIDA ................................................................. 57 CUADRO N05. DIVERSIFICACION PORTAFOLIOS DE SERVICIOS ...................... 58 CUADRO N0 6. DIFERENCIACION EN LOS ATMs .............................................. 59 CUADRO N0 7. UBICACION ACCESIBLE DE LOS ATMs.
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