Unlversldad DE SAN CARLOS DE GUATEMALA FACULTAD DE INGENIER~A

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Unlversldad DE SAN CARLOS DE GUATEMALA FACULTAD DE INGENIER~A UNlVERSlDAD DE SAN CARLOS DE GUATEMALA FACULTAD DE INGENIER~A ANALISIS COSTO BENEFICIO DEL SERVICIO QUE PRESTAN LAS EMPRESAS DE TELECOMLINICACIONES QUE OPERAN EN GUATEMALA PARA LlNA EMPRESA DEDICADA A LA DISTRIBUCION Y VEIUTA DE VEH~CULOSPESADOS TRABAJO DE GRADUACION PRESENTADO A LA JUNTA DlRECTlVA DE LA FACULTAD DE INGENIER~A POR RICARDO JAVIER GIRON ~V~OGOLLON ASESORADO POR LA INGA. ALBA GUERRERO DE LOPEZ INGENIERO INDUSTRIAL GUATEMALA, SEPTIEMBRE DE 201 1 UNlVERSlDAD DE SAN CARLOS DE GUATEMALA FACULTAD DE INGENIER~A NOMINA DE JUNTA DlRECTlVA DECANO Ing. Murphy Olympo Paiz Recinos VOCAL l Ing. Alfredo Enrique Beber Aceituno VOCAL ll Ing. Pedro Antonio Aguilar Polanco VOCAL Ill Ing. Miguel ~ngelDavila Calderon VOCAL lV Br. Juan Carlos Molina Jimenez VOCAL V Br. Mario Maldonado Muralles SECRETARIO Ing. Hugo Humberto Rivera Perez TRIBUNAL QLlE PRACTICO EL EXAMEN GENERAL PRIVADO DECANO Ing. Murphy Olympo Paiz Recinos EXAMINADORA Inga. Karla Lizbeth Martinez Vargas EXAMINADOR Ing. Erwin Danilo Gonzalez Trejo EXAMINADORA Inga. Nora Leonor Garcia Tobar SECRETARIA Inga. Marcia Ivonne Veliz Vargas HONORABLE TRIBUNAL EXAMINADOR En cumplimiento con 10s preceptos que establece la ley de la Universidad de San Carlos de Guatemala, present0 a su consideracion mi trabajo de graduacion titulado: ANALISIS COSTO BENEFICIO DEL SERVICIO QUE PRESTAN LAS EMPRESAS DE TELECOMLlNlCAClOhlES, QUE OPERAN EN GUATEMALA PARA UNA EMPRESA DEDICADA A LA DISTRIBUCION Y VENTA DE VEH~CULOSPESADOS Tema que me fuera asignado por la Direccion de la Escuela de Ingenieria Mecanica Industrial, con fecha junio de 2010. Ricardo Javier Giron Mogollon Guatemala, Julio de 2010 lngeniero Cesar Urquizu Director Escuela Mecanica Industrial Facultad de Ingenieria Universidad de San Carlos de Guatemala SeAor Director: Le inform0 que he asesorado y revisado el trabajo de graduacion titulado ANALISIS COST0 BENEFIC10 DEL SERVlClO QLlE PRESTAN LAS EMPRESAS DE TELECOMUNICACIONES QUE OPERAN EN GUATEMALA PARA LlNA EMPRESA DEDICADA A LA DlSTRlBUClON Y VENTA DE VEHICULOS PESADOS, elaborado por la estudiante Ricardo Javier Giron Mogollon, previo a obtener el titulo de lngeniera Industrial. Habiendo determinado que dicho trabajo cumple con lo establecido, y reconociendo la importancia del tema, doy mi respectiva aprobacion, Sin otro particular, me despido deseando exitos muy cordialmente. Atentamente, Colegiado activo No. 461 1 Asesora IhIGENIERA INDUSTRIAL COLEGIADA No. 4611 UNlVERIlDAD DE SAN CARLOS DE GUATEMALA Como Catedriitico Revisor del Trabajo de Graduacion titulado ANALISIS COST0 BENEFIC10 DEL SERVICIO QUE PRESTAN LAS EMPRESAS DE TELECOMUNICACIONES QUE OPERAN EN GUATEMALA PARA UNA EMPRESA DEDICADA A LA DISTRIBUCION Y VENTA DE VEHICULOS PESADOS, presentado por el estudiante universitario Ricardo Javier Giron Mogollon, apruebo el presente trabajo y recomiendo la autorizacion del mismo. ID Y ENSENAD A TODOS \ os de Graduacion Industrial Guatemala, mayo de 20 1 1. Escuabr: Ingenieria Civil, lngenleria Mednlca lrwlustrlal, Ingenkrla Qulrnite, lngenlerla Mdnica Ehbctrlca, Escuela de Cienclas, Escuela Regional de lngenhla Sanitaria y Recursos Hidr$uliaos (ERIS), Posgrado Maestria an Sistmas IM9nci6n Construcci6n y Menci6n Ingenierla Vial. Cartwms: Ingenierla MecBnka, lngenierias Eledrbnica, Ingenlerla en CIenclas y Sisternos. Crwnciaturra en MatemBUca, Licenclatura en Flsica. Centros: do Estudlos Superlorn de Energla y Mlnas (CESEM). Guatemala, Cludad llnhlemiriaria zone 12, Guatemala, Cer~troAmerica UNlVDRSlDAD DE SAN CARLOS DE GUATEMALA PACULTAD biINGEN~EB~ El Director de la Escuela de Ingenieria Mecanica Industrial de la Facultad de Ingenieria de la Universidad de San Carlos de Guatemala, luego de conocer el dictarnen del Asesor, el Visto Bueno del Revisor y la aprobaci6n del Area de Lingiiistica del trabajo de graduacion titulado ANALISIS COST0 BENEFIC10 DEL SERVICIO QUE PRESTAN LAS EMPRESAS DE TELECOMUNICACIONES, QUE OPERAN EN GUATEMALA PARA UNA EMPRESA DEDICADA A LA DISTRIBUCION Y VENTA DE VEHICULOS PESADOS, presentado por el estudiante universitario Ricardo Javier Gir6n Mogoll611, aprueba el presente trabajo y solicita la autorizacibn del mismo. Ing. Escuela Guatemala, septiembre de 20 1 1 . /mgp wlas: lngenierla Civil, Ingenleria Mec4nlca Industrlel, lnganbrla Quirn!ca, Ingenlerla MscBnica Ehbctrlce, Escuela de Clenclas, Escusla Reglonal de tng&&la San#arle y Recursos Hldrbulicos (ERIS), Posgrado Nlaaslrita en Sistemas Msnci6n Construccddn y Mencidn lngenierla Vial. Cane,ras: lngenlerla ibdnica, Ingenierlas Eledr6niea, Ingenlerla en Clcrnclas y Slsternav. Liwnciahr~en Matemdtlca, Llcerlclatura en Flslca. Centros: do Estudios Superioree de Energla y Mlnas (CESEM). Guatemala, Cludad llnivenlliarla zona 12, Guatemala, Cer~troAnibrica Universidad de San Carlos de Guatemala Facultad de lngenieria Decanato DTG. 351.2011, El Decano de la Facultad de lngenieria de la Universidad de San Carlos de Guatemala, iuego de conocer la aprobacion por parte del Director de la Escuela de lngenieria Mecanica industrial, al trabajo de graduacion titulacio: ANALISIS COST0 BENEFlClO DEL SERVICIO QUE PRESTAN LAS EMPRESAS DE TELECOMUNiCACIONES, QUE OPEWAN EN GUATEMALA PARA UNA EMPRESA DEDlCADA A LA DISTRIBUCB~MY VEMTA DE VEH~CULOSPESADOS, presentado por el estudiante universitario Ricardo Jawier Gir6n Mogoll6n, autoriza la impresion ciel mismo. Escuelas. lngen~eriaCivil, lngenieria Mecanica Industrial, lngenieria Quirnica, lngenieria Mecan~caClectrica, - Escuela de Cienclas, Reg~onalde lngenieria Sanitar~ay Recursos H1dr6ulicos (ERIS). Post Grado Maestria en Sisternas Mencidn lngenleria Vial. Carreras: ingenleria Mecanica, lngenieria Electrdnica, lngenieria en Ciencias y Sisternas. Licenclatura en Maternatica. Licenciatura en Fisica. Centrt ACT0 QUE DEDICO A: Mis padres Ricardo Giron y Ana Mogollon, por su amor e incondicional apoyo. Mi hijo Sebastian Alejandro, por ser la luz y el amor de mi vida. Mi familia Por su carifio incondicional Mis amigos Por acompafiarme y apoyarme siempre. AGRADECIMIENTOS A: Inga. Alba Guerrero Por su profesionalismo, con el cual apoyo la realizacion del presente trabajo de graduacion. ~NDICEGENERAL [LIDICE DE ILUSTRACIONES ......................................................................... Vll GLOSARIO ........................................................................................................ IX RESUNIEN ...................................................................................................... Xlll ABSTRACT ...................................................................................................... XV OBJETIVOS ................................................................................................... XVII IN-~RODUCCION............................................................................................ XIX 1. ANTECEDENTES GENERALES ................................................................. 1 1. 1. Antecedentes generales de CODACA GUATEMALA S.A .............. 1 1.1. 1. Datos generales de la empresa ........................................ 1 1. 1. 2. Historia ......................................................................... 1 1. 1. 3. Planeacion estrategica ..................................................... 2 1. 1.3. 1. Mision .............................................................. 2 1. 1.3. 2. Vision ............................................................... 2 1. 1.3. 3. Estructura Orgar~izacional............................... 3 1. 1.3. 4. Valores de la empresa ..................................... 3 1. 1.3. 5. Filosofia de trabajo .......................................... 4 1.1.4. Departamentos de la empresa ......................................... 4 1.1.4.1. Departamento administrativo ........................... 4 1. 1.4. 2. Departamento de ventas ................................. 4 1. 1.4. 3. Departamento de repuestos ............................ 5 1. 1.4. 4. Departamento de taller .................................... 5 1.2. Antecedentes de la telefonia en Guatemala ................................... 5 1.2.1. lnicios de la telefonia en Guatemala ................................ 6 1.2.2. Evolucion de la telecomunicacion ..................................... 7 1.2.2.1. Proceso de privatizacion de la empresa de telefonia estatal ............................................. 10 1.2.2.2. Apertura a libre mercado de proveedores ...... I2 1.2.3. Tendencias tecnologicas de telecomunicaciones ........... 14 1.2.4. Proveedores actuales de telecomunicaciones corporativas..................................................................... 17 1.2.4.1. Comcel ........................................................... 18 1.2.4.2. Telefonica ....................................................... 20 1.2.4.3. Claro de Telgua .............................................. 21 2 . SITUACION ACTUAL ............................................................................... 23 2.1 . Servicio prestado por el proveedor actual ...................................... 23 2.1.1. Telefonia movil corporativa ............................................. 23 2.1.2. Transferencia de datos .................................................... 24 2.1.3. Telefonia fija corporativa ................................................. 24 2.2. Evaluacion y estudio del servicio ................................................... 25 2.2.1. Descripcion del personal que utiliza 10s servicios ........... 32 2.2.1.1. Departamento administra.tivo.......................... 32 2.2.1.2. Departamento de ventas ...............................
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