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UNI VERSI VERSI DAD RICARDO PALM A FACULTAD D E CI ENCI AS ECONÓM I CAS Y EM PRES PRESARI ARI AL ES PROGRAM PROGRAM A DE ESTUD ESTUD I OS PROFE PROFE SI ONAL ES POR POR EXPERIE NCI A LAB OR ORAL AL CERTI CERTI F I CADA (EPEL (EPEL )
Diseñ señ o de de Or Organ ganiizacion zaciones esContemp Con tempor orá á neas
Monografía
BlackBerry
Docente: Karlo Calle González
Elaborado por:
Aguinaga Guerrero, Guerrero, Oscar Manríquez Ortega, Katherine Nole Merino, Sergio Sergio Sosa Salinas, Dina
Surco, 23 de Octubre del 2013
1
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Agradecimientos A todos y cada uno de los integrantes del grupo por su contribución y dedicación en la confección de este trabajo.
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A nuestras familias por el apoyo y comprensión en el cumplimiento de este proyecto.
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ÍNDICE DE CONTENIDO Pág. AGRADECIMIENTOS…………………………………………………………. 2 DEDICATORIA…………………………………………………………………. 3 INTRODUCCIÓN……………………………………………………………….. 6
CAPÍTULO 1. LA PLANEACIÓN 1.1
Descripción de la Empresa…………...…………………………………… 7 1.1.1 Razón Social……………………...………………………………. 7 1.1.2 Antecedentes o Historia........................................... Historia................................................................. ........................ 7 1.1.3 Ubicación y/o Sucursales………………………………...…..…… 10 1.1.4 Responsabilidad Responsabilidad So cial (Interna y Externa)……………………… 10 1.1.5 Estados Financieros……….……………………………..……
13
1.1.6 Responsabilidad Responsabilidad Social (Interna y Externa)……………………… 15 1.2
Planeación Estratégica………………………………………….………… 18
1.2.1 Valores Institucionales….………...………………………………. 19 1.2.2 Visión y Misión Institucional.................................. Institucional........................................................ ........................ 19 1.2.3 Análisis Externo……………….……………………………..…… 19 1.2.4 Análisi s Interno…………………………………………………… 24 1.2.5 Determinación de Objetivos y Me tas Organizacionales…......…… 27 1.2.6 Políticas Organizacionales………………...……………………… 28 1.2.7 Selección Es tratégica……………………...……………………… 28 1.3
Plan Operativo……………………….…………………………………… 29 1.3.1 Objetivos y Metas…...….………...………………………………. 29 1.3.2 Diagrama de Gantt (Programas).................................. (Programas)..................................................... ................... 29 1.3.3 Presupuesto de Gas tos (Por áreas)…………………………..…… 30
CAPÍTULO 2. LA ORGANIZACIÓN ORGANIZACIÓN
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2.4
Propuesta de mejora de la Es tructura Orgánica.………………………..
42
2.5
no de la empresa…….…………………….. 46 Elaborar un reglamento inter no
CAPÍTULO 3. LA DIRECCIÓN 3.1
Estrategias para motivar a los empleados…..…………………………….. 51
3.2
Organización de Equipos d e Trabajo…..………………………...……….. 53
3.3
Liderazgo Actual y PropuestasPropuest as- ...……..………………………………….. 54
3.4
Indique los tipos y canales de comunicació n…….……………………….. 56
CAPÍTULO 4. EL CONTROL 4.1
Control de la Productividad…………….…..…………………………….. 58
4.2
Diseño de encuesta para control de la satisfa cción de los clientes…...….. 64
4.3
Determine indicadores en diferentes áreas ……………………………….. 66
4.4
…….……………………………....…………72 Responsabilidad Responsabilidad del auditor …….……………………………....…………
CONCLUSIONES GENERALES ………………………………………………...73 BIBLIOGRAFÍA………………………………………………………………… 75 ANEXOS…………………………………………………………………………..76
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INTRODUCCIÓN BlackBerry entró en la industria de las comunicaciones móviles en 1984 en Waterloo, Waterloo, Ontario (Canadá.) Esta empresa fue fundada por Mike Laziridis. Inicialmente, el dispositivo BlackBerry estaba en la cresta de la popularidad en el sector de las telecomunicaciones. telecomunicaciones.
Su tecnología tecnología sin precedentes, hizo del
dispositivo el preferido mundialmente entre sus clientes corporativos y agencias gubernamentales. gubernamentales. El predominio de la marca pronto acaparó la preferencia por su consumidor. consumidor. Sin embargo, embargo, la fortuna de la compañía compañía dio un revés, con la aparición de una intensa intensa rivalidad y tecnología tecnología innovadora. innovadora. Sus competidores competidores como Apple y Samsung entraron en el mercado a mediados del 2007, y pronto se convirtieron en fenómenos fenómenos culturales. Esto provocó que la cuota de mercado de BlackBerry se vea severamente comprometida y después de varias decisiones equivocadas se decide elegir a un nuevo CEO, Thorsten Heins, para que tomara las riendas de la organización. organización. A pesar de esta esta mala etapa, etapa, BlackBerry ha continuado construyendo construyendo una base de suscriptores a casi 80 millones de dólares. Esta monografía tratará de analizar BlackBerry desde los cuatro pilares de la administración: Planeación, Organización, Dirección y Control y previendo recomendaciones recomendaciones para su mejora como empresa.
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CAPÍTULO 1 LA PLANEACIÓN En este capítulo veremos cómo influye la planeación estratégica en la empresa BlackBerry
1.1
Descripción de la empresa Empresa encargada en todo lo que concierne a informática, hardware,
telefonía inteligente y software.
1.1.1 Razón Social BlackBerry antes fue llamada como Research In Motion Limited o RIM. El término fue acuñado por la compañía de marcas Lexicon Branding, el nombre fue elegido debido a la semejanza de las teclas con las drupas de las que está compuesta la mora.
1.1.2 Antecedentes o Historia BlackBerry es una marca de teléfonos inteligentes (o más conocidos como smartphones.)
Desarrollada por la compañía canadiense BlackBerry (antes
Research In Motion o RIM) que integra el servicio de correo electrónico móvil en 1999; aunque incluye las aplicaciones típicas de un smartphone: libreta de direcciones, calendario, listas de tareas, block de notas etc., así como capacidades de teléfono en los modelos más nuevos. Es fundamentalmente fundamentalmente conocido por por su teclado QWERTY incorporado, y por su capacidad para enviar y recibir correo electrónico de internet accediendo a las redes de las compañías de telefonía
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inalámbrica de de datos desarrollada desarrollada originalmente por Motorola.) En 2003, el el más conocido smartphone BlackBerry convergente fue lanzado y disponía de e-mail, teléfono móvil, mensajería, fax por Internet, el texto de navegación Web y otros servicios de información inalámbricos. BlackBerry ganó una cuota de mercado en la industria móvil, concentrándose concentrándose en el correo electrónico. BlackBerry comenzó comenzó a ofrecer servicio servicio de correo electrónico en los dispositivos no BlackBerry, tales como el Palm Treo. El dispositivo BlackBerry original tenía una pantalla monocromática, mientras que los modelos más recientes instalados eran a color. BlackBerry contó con el 3% de todas las ventas de teléfonos móviles a nivel mundial en 2011 e hizo de su fabricante el sexto más famoso con el 25% de todos los smartphones. smartphones. El servicio BlackBerry BlackBerry está disponible disponible en 91 países países en más de 500 operadores a nivel mundial, en 2012 alcanzó 80 millones de suscriptores.
En 2011 2011 América Latina Latina y el Caribe tuvieron las más altas
penetraciones penetraciones de smartphones BlackBerry en todo el mundo, con un máximo de alrededor del 45% en la región. región. BlackBerry se se refiere extensamente como "CrackBerry" en Estados Unidos, que alude a su uso excesivo y es una referencia a la adicción del crack. El uso del término CrackBerry CrackBerry se extendió extendió tanto que en noviembre de 2006 el diccionario Webster's New World Dictionary añadió a "CrackBerry" la "Nueva Palabra del Año". Si deseamos hacer un resumen de los principales hitos en la historia de BlackBerry tenemos como principales:
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los principales operadores inalámbricos y creadores de celulares HTC y Samsung para anunciar Android, un sistema operativo para smartphones. -
Junio de 2008: la acción de BlackBerry alcanza un máximo de 144,56 dólares, antes de la crisis financiera mundial que tuvo su origen en EEUU.
-
Febrero de 2009: superan los cincuenta millones de usuarios y la empresa anuncia una expansión con miles de nuevos puestos de trabajo.
-
Abril de 2010: Apple lanza la tableta iPad; BlackBerry responde un año después con la tableta PlayBook, la cual tiene mucho menos éxito.
-
Julio de 2011: el iPhone de Apple supera al BlackBerry en Estados Unidos en términos términos de usuarios.
Enfrentado a la competencia no sólo sólo de
smartphones, sino también de tabletas electrónicas como el iPad de Apple, BlackBerry anuncia la eliminación de unos 2.000 puestos de trabajo, el 11% de su fuerza laboral. -
Octubre de 2011: la acción de BlackBerry pierde el 60% de su valor desde principios de año y el BlackBerry se ve afectado por varios días de importantes fallas en su sistema de mensajería de texto y navegador de Internet, perjudicando a millones de usuarios en Europa, Medio Oriente, Brasil, Chile, Argentina, África e India.
- Noviembre de 2011: más de la mitad de los teléfonos inteligentes i nteligentes que se
venden a nivel mundial, en las tres cuartas partes son Android, unos 60,5 millones de unidades. unidades. Existen nuevos retrasos retrasos en la recepción de datos datos en los teléfonos BlackBerry. -
Enero de 2012: con el precio de las acciones de BlackBerry en menos de 16 dólares y con la compañía claramente luchando por subsistir, renuncian los dos fundadores y presidentes de BlackBerry, Jim Balsillie y Mike
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teléfono. teléfon o. La acción sigue cayendo en el mercado de valores, a poco más de 10 dólares. -
30 de enero de 2013: BlackBerry lanza su nueva plataforma, BlackBerry 10, dos nuevos aparatos dirigidos al mercado del iPhone y de Android, cambia el nombre de la compañía a BlackBerry, y llama a Alicia Keys para que sea su directora creativa. creativa.
1.1.3 Ubicación y/o Sucursales. Sede Principal: Waterloo, Ontario, Canadá. Sucursales: Posee 112 sucursales distribuidas en: -
Canada (39)
-
Estados Unidos (18) la primera sucursal que inauguraron está ubicada en California.
-
Europa (28) teniendo su oficina principal en Reino Unido.
-
Latino América (5) ubicadas en México, Uruguay, Argentina y Brasil respectivamente. respectivamente.
-
Asia Pacífico (20) entre las principales tenemos Australia y China.
-
África (2) ubicadas en Sudáfrica y Kenia.
1.1.4 Responsabilidad Social (Interna y Externa) BlackBerry busca tener un impacto social positivo mediante la participación de organizaciones organizaciones de de la comunidad y trabajar para que que sus productos y servicios sean accesibles a la mayor audiencia posible.
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corporativo y participación activa en importantes problemas de la industria.
1.1.4.1 Capacitación de los jóvenes para cambiar el mundo En el 2011 BlackBerry se convirtió en un partidario orgulloso de Free The Children, que cree en un mundo en el que todos los jóvenes estén libres de alcanzar su pleno potencial potencial como agentes agentes de cambio. El 16 de noviembre de 2011, 6.000 jóvenes y estudiantes líderes de 230 escuelas llenaron el Complejo Memorial Auditorium de We We Day en Ontario. Este evento de un un día celebra las voces de la juventud y el poder de trabajar en conjunto con un line-up de los oradores que inspiran, inspiran, que incluían al ex vicepresidente vicepresidente de EE.UU. Al Gore. Los empleados de BlackBerry ayudaron a hacer We Day un éxito con muchos empleados de voluntariado en diferentes roles. El evento provocó un tráfico mayor de lo normal en cuanto al sistema de mensajería BBMessenger. BBMessenger.
1.1.4.2 Construyendo una aldea Empleados voluntarios de BlackBerry seleccionaron cincuenta estudiantes de la región de Waterloo, que tenían edades comprendidas entre 13 a 18, para viajar al extranjero y ser voluntarios en una de nuestras comunidades adoptivas. En Julio de 2011, 2011, un primer grupo de 25 viajó a Eo Ewuaso, Kenia. El segundo grupo viajó a Bagad, India, en Agosto. Ambos grupos de estudiantes ayudaron a construir un aula que servirá de 35 a 40 niños cada cada año. Los estudiantes estudiantes participaron en actividades de desarrollo de liderazgo, juegos organizados con niños de la zona, árboles plantados, se reunieron con los ancianos locales y aprendieron de los líderes comunitarios. A cambio cambio de este gesto, BlackBerry donó cincuenta BlackBerry PlayBook tabletas a los estudiantes para que pudieran
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Ciencias Canadá -Wide, y Taller de BlackBerry BlackBerr y. Este enseña a muchachos entre 11 a 17 años sobre la ciencia que hay detrás de la tecnología móvil y explora carreras tecnológicas.
1.1.4.4 Desvío de Residuos BlackBerry continúa identificando oportunidades para eliminar y reducir los residuos. residuos. BlackBerry elabora elabora trabajos de reducción de residuos. A través IS0 14001, la planta de fabricación de BlackBerry en Waterloo recoge y realiza el seguimiento de los siguientes elementos como parte de sus esfuerzos de desvío: el papel que contiene materiales reciclables mezclados (plástico, metal y vidrio), compuestos orgánicos, madera, metal, película de plástico, componentes de producción, guantes de montaje, espuma y antiestático bolsas y el reciclaje de residuos electrónicos.
1.1.4.5 Reciclaje de papel Todos los materiales de papel se recogen en terminales seguros para la trituración y reciclaje en la mayoría de las instalaciones de BlackBerry en todo el mundo. Los materiales aceptables aceptables son: papel, papel, folletos, periódicos, periódicos, cartulinas, sobres, revistas y libros.
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1.1.5 Estados Financieros Financieros (Último Balance y Estado de Ganancias Ganancias y Pérdidas) BlackBerry ha visto cómo sus ingresos han caído sin parar desde los años 2008 y 2009, cuando la empresa era uno de los líderes del sector y el duopolio iOS/Android todavía no había había alcanzado sus sus cuotas más altas. Desde entonces entonces los ingresos de la compañía canadiense han caído en picada y considerablemente en los últimos dos años: de $4.900 millones de dólares a $2.700 millones en el trimestre que terminó en marzo de 2013. Este descenso, como veremos más adelante, muestra una tendencia muy similar a la caída en la distribución distribución de smartphones de la compañía. Los $2.700
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últimos años. años.
En el último trimestre BlackBerry distribuyó 6 millones de de
Smartphones, cifra alejada de los 14 millones vendidos hace tan sólo tres trimestres. El 16% del total de Smartphones Smartphones distribuidos fueron fueron Z10s, por lo que parece que el nuevo buque insignia de los de Waterloo ha sido bien recibido por los operadores y los consumidores en sus dos primeros meses de vida. El PlayBook, el único Tablet de BlackBerry hasta la fecha, no ha terminado por despegar y ofrece unas cifras prácticamente irrelevantes: dos millones en los últimos ocho trimestres. Siempre que se mencionan este tipo de números es importante destacar que BlackBerry habla de Smartphones distribuidos a los diferentes canales de venta, por lo que no pueden equipararse a ventas de terminales. Estas cifras poco positivas de ventas han tenido un impacto claro en la cuota de mercado de BlackBerry en Europa y Estados Unidos que se ha reducido considerablemente. considerablemente. Esto ha provocado que la empresa canadiense haya reforzado su estrategia en otros países y regiones como el sudeste asiático, Oriente Medio y África. Éstas han sido las principales beneficiadas en los últimos trimestres tri mestres y, y, junto con Europa,
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Income taxes receivable Other current assets Deferred income tax asset Assets held for sale
Long-term investments Property, plant and equipment, net Goodwill Intangible assets, net
597 469 139 14 7,101
135 365 197 15 7,071
221
337
2,395
2,733
—
304
3,448 3,286 $13,165 $13,731 $13,731
Liabilities Current Accounts payable Accrued liabilities Deferred revenue
Deferred income tax liability Income taxes payable
$ 1,064 $ 744 1,842 2,382 542 263 3,448 3,389 245
232
12 3,705
10 3,631
—
—
2,431
2,446
Shareholders’ Equity
Capital stock and additional paid-in capital Preferred shares: authorized unlimited number of non-voting, cumulative, redeemable and retractable Common shares: authorized unlimited number of non-voting, redeemable, retractable Class A common shares and unlimited number of voting common shares Issued - 524,159,844 voting common shares (March 3, 2012 - 524,159,844)
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continuamente continuamen te a tus necesidades. Las funcionalidades funcional idades y aplicaciones aplicaci ones trabajan juntas sin problemas, problemas, permitiendo que cada acción fluya fluya hacia el siguiente siguiente nivel. Crea la imagen perfecta con el modo BlackBerry Time Shift con Story Maker y luego crea y comparte tu historia entrelazando fotos, videos y música en una película con BlackBerry BlackBerry Story Maker. Maker. Cambia instantáneamente tu chat de BlackBerry Messenger a una conversación en BlackBerry BlackBerr y Messenger Video cara a cara.
Incluso puedes
compartir tu pantalla, una foto, una página del navegador, una idea o una vista de la cámara.
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de 2880 mAh, mientras que la versión de software con la que sería lanzado se correspondería correspondería con BlackBerry OS 10.2. Además posee la tecnología tecnología 4G, cámara de 8 MP y lector de tarjetas microSD. BlackBerry Z30 será lanzado inicialmente en Reino Unido a través de algunos operadores operadores móviles, junto junto a otros países de de Oriente Medio. Al resto de países la disponibilidad llegaría coincidiendo con el período navideño antes de que finalice el año.
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el resto serán registrados lo más rápido posible.
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1.2.2 Visión y Misión Institucional 1.2.2.1 Misión Somos una empresa que busca mediante la sistematización y la automatización de procesos así como de la implementación de tecnologías de la información, la mejora y la innovación de la gestión, con el fin de contribuir al desarrollo, competitividad y bienestar de los clientes.
1.2.2.2 Visión Brindar al mercado el máximo valor en servicios de alta tecnología en celulares BlackBerry así como accesorios y aplicaciones, ofrecer a cada empleado la ayuda y el entorno necesario para explotar su potencial y generar utilidades que permitan fomentar nuestro crecimiento y el de quienes integran la organización.
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relación cercana cercana a los los cambios económicos. económicos. Además también también perjudicó a la industria en cuanto a los altos costos de producción en el proceso de fabricación de estos. Gobiernos como el de la Unión Europea, están acoplándose y eliminándose barreras arancelarias en lo que es la industrias de telecomunicación inalámbrica. Esto provee la oportunidad oportunidad para las compañías compañías de telefonía móvil de expandirse en nuevos mercados de los consumidores.
1.2.3.1.3 Segmento Demográfico El ratio de crecimiento de la población mundial es de 1.2% alcanzando una totalidad de población cerca cerca a los siete millones. Así mismo, en las zonas urbanas, donde es más accesible la telecomunicación y el uso de dispositivos
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los avances avances tecnológicos.
Adicionalmente, una tecnología tecnología específica específica puede
volverse desfasada desfasada y no deseada deseada antes que los costes totales sean sean cubiertos. Por eso es muy importante estar adelantados al competidor durante el desarrollo del producto. La industria es altamente dependiente a los sistemas habilitados de comunicación comunicación en los países. Mientras más países desarrollen desarrollen infraestructuras infraestructuras adecuadas adecuadas para sus comunicaciones, comunicaciones, la industria móvil será capaz de expandirse a más mercados.
1.2.3.1.6 Fuerzas de la Competencia.
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1.2.3.2 Micro ambiente 1.2.3.2.1 Poder de Negociación de los Compradores El poder de negociación de los compradores es moderado como los distribuidores que tienden a comprar en masa para proveer proveer a los suscriptores. Este ambiente altamente competitivo que ofrece a los consumidores más opciones y así la habilidad de demandar mejores precios en concesiones. A pesar de los barreras
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se vuelve dificultoso la entrada de nuevos competidores para generar renovación hasta que ellos ellos creen una base base de clientes fieles fieles y establecer su su marca. La vida cíclica corta en esta industria requiere competidores completamente envueltos. Esta continua innovación es una dificultad para los nuevos competidores. Además, productos existentes como el iPhone de Apple, han creado lealtad de marca y se han asociado con los clientes, quienes son finalmente lo imponen barreras para la entrada de nuevos nuevos competidores
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1.2.4 Análisis Interno 1.2.4.1 Listado Detallado de los Recursos de la Empresa 1.2.4.1.1 Tangibles 1.2.4.1.1.1 Físico BlackBerry tiene hasta el momento de 16500 empleos, una base de suscriptores de casi 80 millones, alrededor de 10 centros de manufactura y una de red de 565 de servidores inalámbricos alrededor del mundo que ofrece el servicio
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obtener mercados de consumidores internacionales.
1.2.4.1.2 Intangibles 1.2.4.1.2.1 Reputación La habilidad de asegurar la información personal de los clientes es uno de los recursos pilares de BlackBerry BlackBerry.. Esta reputación hace que que BlackBerry sea el smartphone preferido preferido de muchas entidades entidades gubernamentales gubernamentales y profesionales. profesionales. La
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Dominio de mercados internacionales: En Latinoamérica la popularidad del BlackBerry Messenger ha impulsado la marca a tomar mercados como el venezolano donde el consumismo lleva a adquirir equipos en gran proporción.
1.2.4.2.2 Debilidades El sentimiento general hacia BlackBerry está repleto de opiniones
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mundo de los smartphone.
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El cliente interno tiene la obligación obligación de entregar entregar al proveedor
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confianza en la empresa y cambiar a los dispositivos de Apple y Samsung en los
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11,073
18,423
19,907
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aumento de los costos que pueden hacer sus productos menos competitivos.
4.1.6 Cuestiones Regulatorias Los productos de la empresa deben ser aprobados por la Comisión Federal de Comunicaciones antes de que puedan ser utilizados en cantidades comerciales en los Estados Estados Unidos. Unidos. En Canadá, Canadá, la autoridad reguladora competente competente es la industria de Canadá. Canadá. La Comunidad Comunidad Europea define los los requisitos de marcado marcado en la radio y equipo de terminales de telecomunicaciones para su uso en los países miembros Todos los reguladores reguladores requieren dispositivos de acceso acceso para cumplir cumplir con varios estándares, incluyendo límites con respecto a la interferencia con otros equipos electrónicos y las normas de seguridad con respecto a la exposición humana a la radiación electromagnética. Además, la empresa también puede realizar algunas de las pruebas requeridas por otras autoridades reguladoras internacionales en algunos de los países donde donde los productos de la compañía compañía están disponibles en en el mercado. BlackBerry está sujeta a los riesgos inherentes a los negocios en el extranjero.
Las ventas fuera de América del Norte representaron
aproximadamente el 74 % de los ingresos de la compañía en el año fiscal 2013 en comparación con con 78 % en el año fiscal 2012. 2012. El mercado de América del Norte, en particular los Estados Unidos, se ha convertido cada vez más competitivo y BlackBerry tiene la intención de seguir buscando oportunidades internacionales de crecimiento del mercado, de manera que las ventas internacionales es probable que continúen, al menos en un futuro próximo, para dar cuenta de una parte importante de los ingresos de la compañía. La empresa empresa se ha comprometido, y tiene la intención de cometer, importantes recursos para sus operaciones y ventas internacionales internacionales y actividades de de marketing. BlackBerry tiene oficinas en varias jurisdicciones extranjeras, y espera abrir oficinas adicionales en otros países. Tiene una experiencia limitada del negocio en alguno de estos países fuera de América del Norte, y no puede ser consciente de todos los factores que pueden
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responsabilidad, costos, alargar los ciclos de ventas y requieren considerable atención de la administración. Estos riesgos incluyen:
-
El cumplimiento de las leyes de los Estados Unidos, Canadá y otros países que se aplican a las operaciones internacionales de BlackBerry, incluida la legislación de importación y exportación, el acceso legal.
-
El cumplimiento de las leyes contra la corrupción existentes y emergentes , incluyendo las Prácticas Corruptas en el Extranjero de los Estados Unidos , la Ley de Corrupción de Funcionarios Públicos Extranjeros de la Ley de Soborno del Reino Unido y Canadá.
-
El aumento de la dependencia de terceros para establecer y mantener operaciones en el extranjero.
-
La complejidad y los gastos de la administración de un negocio en el extranjero.
-
Complicaciones en cumplimiento, y los cambios inesperados en los requisitos
reglamentarios,
extranjeros,
incluidos
los
correspondientes a filtrado de contenidos y las peticiones de las autoridades policiales. -
Las políticas comerciales y de inversión.
-
Las leyes de protección al consumidor que imponen obligaciones adicionales a la sociedad o restringen la capacidad de la empresa para ofrecer una protección de garantía garantía limitada.
-
La inestabilidad de la situación económica o política, como la inflación, la recesión y los conflictos militares milit ares reales o previstos, la agitación social o la incertidumbre política.
-
Las fluctuaciones de moneda extranjera.
-
Los controles cambiarios y restricciones de repatriación de
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-
Las posibles consecuencias tributarias adversas
-
La incertidumbre de leyes y su aplicación en materia de protección de la propiedad intelectual o la tecnología en garantía
-
Los litigios en los sistemas judiciales extranjeros
-
La copia o uso no autorizado de la propiedad intelectual de BlackBerry, incluyendo software, conocimientos técnicos o secretos comerciales
-
Las diferencias culturales y lingüísticas
-
La dificultad en el manejo de una fuerza de trabajo geográficamente disperso en cumplimiento de las leyes y costumbres locales que varían de un país a otro
-
Otros factores, dependiendo del país en cuestión.
4.2 Diseño de encuesta encuesta para control de la satisfacción satisfacción de los clientes Abajo encontraremos un modelo de encuesta que se realiza a diferentes clientes con la finalidad de obtener feedback valioso para el desarrollo de BlackBerry.
Encuesta BlackBerry A continuación se te harán unas preguntas sobre la utilización del BlackBerry. Responde de manera honesta. Edad: __________ Sexo: M
F
Grado:___________ Grado:___________
1. ¿Desde cuando tienes un teléfono celular? _____________________ ________________________________ ______________________ ______________________ ____________________ _________
2. ¿Desde cuando tienes BlackBerry? _____________________ ________________________________ ______________________ ______________________ _______________ ____
3. Si antes tenías otro tipo de celular, ¿Por qué decidiste cambiarte a un
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b.
Es bueno como como teléfono celular celular
c.
Estaba a la moda entre tus amigos
d.
Utilizar Internet
e.
Las redes sociales desde el teléfono celular
f.
Otro: _____________________ ________________________________ ______________________ ____________________ _________
4. ¿Formas partes de alguna de estas dos redes sociales? a.
Facebook
b.
Twitter
5. ¿Tienes alguna o ambas instalaciones en tu BlackBerry? a.
Facebook
b.
Twitter
6. ¿Tienes otra red social que no haya sido mencionada instalada en tu BlackBerry? a.
Si: ____________ ___________________________ ____________________________ _________________________ ____________
b.
No
7. ¿Cuáles aplicaciones del BlackBerry utilizas o has utilizado? util izado? a.
BB Messenger
b.
Facebook
c.
Twitter
d.
Juegos
e.
Mensajes de texto
f.
Email
g.
Contactos
h.
Calendario
i.
Browser
j.
Reloj
k.
Call Log
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o.
Ayuda
p.
Música
q.
Maps
r.
Search
s.
Calculadora
t.
BlackBerry BlackBerr y World
u.
Memo Pad
8. ¿Que otro tipo de aplicaciones apli caciones que no hayan sido mencionadas utilizas? _____________________ ________________________________ ______________________ ______________________ _________________ ______ 9. ¿De todos estos tipos, cuales son los 3 que utilizas con más frecuencia? _____________________ ________________________________ ______________________ _______________________ _________________ _____ 10. ¿Qué piensas de la marca BlackBerry? _____________________ ________________________________ ______________________ ______________________ _________________ ______ 4.3 Determine indicadores para determinar determina r la marcha marcha de la empresa en diferentes áreas. Señalando el marco y los instrumentos de control (cinco áreas o puestos.) El desarrollo y soporte de productos de la compañía requieren varias áreas clave de la experiencia experiencia dentro de de la empresa para ser integrada. BlackBerry ha contratado y formado equipos con experiencia en estas áreas requeridas y la compañía considera que la integración y el enfoque de estos equipos proporcionan a la empresa una ventaja competitiva significativa. En el siguiente resume varias de estas áreas clave de experiencia, junto con su diseño, ventajas y sistemas de control previo, concurrente y posterior, le otorgan a BlackBerry el feedback tan deseado.
4.3.1 Área de investigación y desarrollo desarrollo BlackBerry también participa en la investigación fundamental a largo
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Los esfuerzos de la compañía para tomar ventaja de los programas de asistencia financiera académicas académicas específicas del gobierno y apoyar sus actividades de investigación donde esté disponible. BlackBerry dedica una parte importante de su inversión en I + D de software para la solución inalámbrica inalámbrica BlackBerry. BlackBerry. Esto incluye el el software del dispositivo y plataforma, así como las aplicaciones del dispositivo, el software de servidor y la infraestructura con énfasis en la satisfacción de las necesidades de los departamentos de TI de las empresas y clientes individuales. La compañía ha introducido previamente en dos acuerdos de desarrollo de proyectos con Technology Partnerships Canadá (TPC), que proporciona financiamiento parcial para la ejecución de proyectos de investigación y desarrollo, siempre que la empresa mantenga un número mínimo de empleados canadienses y para ciertas cantidades máximas anuales hasta el año fiscal 2015, que no exceda de $ 45 millones. mi llones. Todos estos proyectos le permite a BlackBerry contar con un retorno de información (feedback) valioso, procurando de esta forma un tipo de control previo; anticipándose a los diferentes tipos de desarrollo y de proyectos innovadores, también posesionándose así, en mentes jóvenes, esto debería funcionar con mejores resultados.
4.3.2 Área legal, contratos, contratos, subcontratos, subcontratos, patentes patentes y licencias de diferentes
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La empresa protege su tecnología a través de una combinación de patentes, diseños, derechos de autor, secretos comerciales, procedimientos de confidencialidad y acuerdos contractuales. BlackBerry busca patentar conceptos claves, componentes, componentes, protocolos, procesos y otros inventos que considera tener un valor comercial o que probablemente le dará a la empresa una ventaja tecnológica. Aunque BlackBerry aplica para la protección de patentes sobre todo en Canadá, Europa y los Estados Unidos, la compañía ha presentado, y continuará presentando solicitudes de patente en otros países en los que existe una razón tecnológica o estratégica de negocios para hacerlo. Para proteger las invenciones en general de BlackBerry, cuenta con un equipo de abogados de patentes de la empresa, y también consulta con los abogados de patentes externos que interactúan con los empleados, revisión divulgaciones de invenciones y preparar las solicitudes de patentes en una amplia gama de tecnologías y competencias básicas. Como resultado, BlackBerry es propietaria de los derechos de una serie de tecnologías patentadas y pendientes relacionadas con la tecnología de comunicación inalámbrica. Es práctica general que usualmente realiza la empresa para llegar a acuerdos de confidencialidad y no la divulgación con sus empleados, consultores, fabricantes subcontratados, clientes, clientes potenciales y otros para tratar de limitar el acceso acceso y la distribución de su información confidencial. Además, BlackBerry celebra generalmente en acuerdos con los empleados, que incluyen una asignación de la empresa de toda la propiedad intelectual desarrollada en el curso del empleo.
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fabricación electrónica globales especializadas. especializadas.
Estas, a su vez, están están en
condiciones de cumplir con los volúmenes, la escala, el costo y los requisitos de calidad de la empresa. BlackBerry se esfuerza por reducir su riesgo y la dependencia de estas empresas haciendo que varios socios que se encuentran en lugares geográficos claves, aprovechando el rendimiento de los costos, la calidad y funcionamiento. funcionamiento. Se tiene un acceso acceso constante constante e inmediato a cada cada planta de fabricación disponible a requerimiento de la sociedad, y estas instalaciones son auditadas regularmente por personal de BlackBerry capacitados en esta función. En el próximo año, la compañía espera seguir evolucionando su modelo de cadena de suministro. suministro.
BlackBerry también buscará buscará continuar continuar mejorando mejorando su
introducción de nuevos productos y las actividades de planificación de la cadena de suministro a través de una mayor integración con las actividades de investigación y desarrollo interno. Esta área se basa específicamente en un control concurrente, desarrollando de esta forma diferentes tipos de fortalezas, como con tratos para proteger sus productos con diferentes compañías al igual la comercialización de estos sin tener problemas, como también por ejemplo el acercamiento y capacitación capacitación de sus representantes, representantes, el saber que hacen de primera mano, siempre ha sido un sistema de control importante para tomar las mejores decisiones y futuras correcciones.
4.3.3 Área de Seguridad para los productos BlackBerry La plataforma BlackBerry se ha diseñado como una solución de extremo a extremo para la seguridad integral específicamente para el acceso al correo
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empresariales incluye cifrado de extremo a extremo de datos de confidencialidad, robusta gestión remota y controles de aplicación completo para permitir a los clientes hacer frente a la competencia competencia de otros móviles. BlackBerry Enterprise Server Express se ha creado para proporcionar seguridad de nivel empresarial para el usuario pymes de forma gratuita. Este ha pasado las evaluaciones evaluaciones de seguridad rigurosas por muchas de las principales instituciones de seguridad de todo el mundo. Para este tipo de compañías es necesario contar con un sistema de seguridad que le permita controlar a remoto o vía internet los diferentes servidores de apoyo a nivel mundial, este control concurrente, se desarrollan en un primer momento de una manera previa, y finalmente se torna posterior en busca de soluciones. Con este tipo de estrategia se torna una fortaleza sólida en seguridad para cualquier eventualidad, sin embargo sabemos que muchas veces ha fallado dejando en pésima situación a BlackBerry.
4.3.4 Área de protección del medio ambiente Las normas ambientales que usa BlackBerry son: -
Todos los permisos ambientales requeridos, aprobaciones y registros se han de obtener, mantener y conservar actualizados, y sus requisitos operativos y los informes deben ser seguidos.
-
Se debe de prever y reducir desechos y residuos sólidos, generados en las operaciones industriales, ejerciendo prácticas tales como la modificación de la producción, procesos de mantenimiento y de
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identificados, supervisados, controlados y tratados según sea necesario antes de la descarga. -
Se evalúan continuamente los riesgos y la gestión de ellos riesgos. Existe un proceso para identificar el medio ambiente, la salud y seguridad y la práctica laboral y los riesgos éticos asociados a las operaciones de los los trabajadores. trabajadores. Se determina determina la importancia importancia relativa de cada riesgo y la aplicación adecuada de los procedimientos y controles físicos para comprobar los riesgos identificados y garantizar el cumplimiento de estos.
-
Las áreas a ser incluidas en la evaluación del riesgo para el medio ambiente, la salud y la seguridad son las de producción, bodegas y almacenajes, instalaciones de plantas, laboratorios y áreas de pruebas, baños, baños, cocina, comedor. comedor.
En esta área podemos observar que BlackBerry fomenta un control posterior y de una manera responsable con el medio ambiente, sus estándares le obligan a seguir cuidados posteriores a la fabricación, cultivando en la firma, la reducción del impacto ambiental.
4.3.5 Área de sistema de gestión El sistema de gestión debe contener los siguientes elementos: -
Se debe de mejorar, continuamente, los objetivos descritos en cuanto a desempeño en base a objetivos, metas y planes de ejecución para mejorar el desempeño social y ambiental del trabajador, incluyendo una evaluación periódica del rendimiento en
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En el área de gestión observamos que BlackBerry actúa de manera poco oportuna considerando los tres tipos de control: Previo, Concurrente y Posterior. Esto no le permite generar correcciones oportunas, y que el directorio esté al tanto del día a día, y que finalmente se concrete el desarrollo de los productos con las menores deficiencias posibles.
4.4
Responsabilidad del auditor Nuestra responsabilidad consiste en expresar una opinión sobre estos
estados financieros financieros con base base en nuestras auditorías. Nuestros exámenes exámenes fueron realizados de acuerdo con normas de auditoría generalmente aceptadas de Canadá y las normas de la Junta de Supervisión de Contabilidad Pública (Estados Unidos). Tales normas requieren que cumplamos con requerimientos éticos y planifiquemos y realicemos la auditoría para obtener una seguridad razonable de que los estados financieros consolidados están libres de errores significativos. Una auditoría implica realizar procedimientos para obtener evidencia de auditoría sobre los montos y revelaciones en los estados financieros consolidados.
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CONCLUSIONES Y RECOMENDACIONES RECOMENDACIONES Sobre el organigrama actual de BlackBerry, la empresa debería tomar en cuenta dos puntos o características como las más importantes la eficiencia y la eficacia, claves para aumentar la productividad y calidad dentro de una organización. BlackBerry se está reinventando, es un proceso a paso lento, consideramos que su nuevo staff profesional a través de su organigrama horizontal logrará alcanzar los objetivos trazados siempre y cuando no pierdan de vista el tema innovación, satisfacción y las alianzas estratégicas. Con respecto a la áreas analizadas podemos ubicar algunas deficiencias en las tomas de control, con respecto al Área de investigación y desarrollo, BlackBerry debería explotar más aún la relación que guarda con los programas en diferentes universidades, desarrollando sistemas que le permitan percibir claramente en qué situación se encuentra frente a sus competidores. ―¡Papi estás en nada!‖ Ahora, a personas de nuestras edades si nos ven con
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Hablando de la seguridad, tema crítico para BlackBerry, por diferentes tropiezos en determinados momentos nos da a pensar que la firma debe invertir mucho más en tecnologías de seguridad, y peor aun cuando estás en el ojo de la tormenta. Esto hace referencia también con la primera pri mera área tratada, la relación con el desarrollo de nuevas tecnologías, innovando cada una de nuestras áreas nos asegura el crecimiento y fortalecimiento para evitar problemas como los ocurridos el día del lanzamiento del BBM con otros operadores. Con respecto al área de protección del medio ambiente, herramienta importante para la sostenibilidad, recomendamos continuar con estas políticas sanas para todos y fomentarlas aún más, los jóvenes entra a tallar en este aspecto la relación medioambiente – niños y jóvenes se da cada vez más fuerte, punto a explotar por BlackBerry. Queremos terminar este punto con una recomendación: control, control y mucho más control.
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BIBLIOGRAFÍA http://es.wikipedia.org/wiki/BlackBerry http://www.elblogsalmon.com/empresa http://www.elblogsalmon.com/empresas/blackberry-en-tres-grafica s/blackberry-en-tres-graficas-sus-ultimoss-sus-ultimosresultados-financieros http://elcomercio.pe/actualidad/1632797 http://elcomercio.pe/actualidad/1632797/noticia-blackberry-lanzo /noticia-blackberry-lanzo-nuevo-telefono-nuevo-telefonointeligente-z30-pantalla http://www.pcworld.es/movilidad/z30-es-el-nue http://www.pcworld.es/movilidad/z30-es-el-nuevo-phablet-de-black vo-phablet-de-blackberry berry http://ca.blackberry.com/content/dam/bb http://ca.blackberry.com/content/dam/bbCompany/Deskto Company/Desktop/Global/PDF/Investors p/Global/PDF/Investors /Governance/Supplier_Code_of_C /Governance/Supplier_Code_of_Conduct_April_2013.p onduct_April_2013.pdf df http://www.nbcnews.com/business/blac http://www.nbcnews.com/business/blackberry-jam-leadersh kberry-jam-leadership-change-confound ip-change-confoundssmore-it-reassures-84708 http://www.managementjournal.net/top-manag http://www.managementjournal.net/top-management/liderazgo/c ement/liderazgo/como-un-lideromo-un-lider-
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