UNIVERSIDAD SIMON BOLIVAR

Trimestre: Septiembre-Diciembre 2014

Especiai!aci"# e#: Desarr$$ Or%a#i!aci$#a
Asi%#at&ra: '&#(ame#t$s (e )esti"#
Secci"#: Mi*rc$es
TEMA I: LA GESTIN GERENCIAL
Est&(ia#tes: Da+i!* Me,-as. 'ra#cisc$ /&e#&0i.
Lisa#(r$ 12r(e#as
Emai: (a+i!em3+$tmai4c$m
pa#c+e53%mai4c$m
icar(e#3%mai4c$m
I#te%ra#tes (e E6&ip$ N7: 2
SNTESIS DE EQUIPO
'ec+a (e a Acti8i(a(: 19:0;:2014
'ec+a (e E#tre%a (e a S-#tesis: 1<:0;:2014
TPICO 1.2: EL =RO1ESO DE EVOLU1I>N DE LA )ESTI>N )EREN1IAL:
a) Enfoque Cl!"o:
=ara e i#8esti%a($r-participa#te. +abar (e $s ap$rtes (e ?e#0$6&e c2sic$@ si# me#ci$#ar a a esc&ea (e a
a(mi#istraci"# cie#t-0ica res&tar-a e# i#c$#siste#cia (e a e8$&ci"# (e a te$r-a a(mi#istrati8a4 A taes
e0ect$s se t$mar2 c$m$ re0ere#cia $ e5presa($ p$r St$#er A Otr$s e# s& p&bicaci"# A(mi#istraci"#
B1;;CD. 6&e $ estr&ct&ra# (e a si%&ie#te ma#era:
E"uel# $e l# A$%!n!&'#"!(n C!en&)f!"#
Se%E# St$#er A Otr$s B1;;CD a te$r-a (e a a(mi#istraci"# cie#t-0ica s&r%i". e# parte. (e a #ecesi(a( (e
ee8ar a pr$(&cti8i(a(4 A pri#cipi$s (e si%$ FF. e# Esta($s U#i($s e# especia. +ab-a p$ca $0erta (e ma#$
(e $bra4 La E#ica ma#era (e a&me#tar a pr$(&cti8i(a( era ee8a#($ a e0icie#cia (e $s traba,a($res4 As-
0&e c$m$ 're(ericG H4 TaA$r. /e#rA L4 )a#tt A 'ra#G A Liia# )ibret+ i#8e#tar$# e c$#,&#t$ (e pri#cipi$s
6&e se c$#$ce# c$m$ te$r-a (e a a(mi#istraci"# cie#t-0ica4
're(ericG H4 TaA$r B1<IC-1;1ID 0&#(ame#t" s& 0i$s$0-a e# c&atr$ pri#cipi$s b2sic$s:
14 E (esarr$$ (e &#a 8er(a(era cie#cia (e a a(mi#istraci"#. (e ta ma#era 6&e se p&(iera (etermi#ar e
me,$r m*t$($ para reai!ar ca(a tarea4
24 La seecci"# cie#t-0ica (e $s traba,a($res. (e ta ma#era 6&e ca(a traba,a($r 0&era resp$#sabe (e a
tarea para a c&a t&8iera m2s aptit&(es4
J4 La e(&caci"# A (esarr$$ e traba,a($r e# 0$rma cie#t-0ica4
44 La c$$peraci"# estrec+a A amist$sa e#tre $brer$s A patr$#es4
TaA$r s$ste#-a 6&e e *5it$ (e est$s pri#cipi$s re6&er-a &#a ?re8$&ci"# t$ta (e a me#tai(a(@ (e $s
$brer$s A patr$#es4 E# &%ar (e peearse p$r as &tii(a(es. as ($s partes (eber-a# p$#er s& empeK$ e#
ee8ar a pr$(&cci"# A. e# s& $pi#i"#. a +acer$. as &tii(a(es a&me#tar-a# a ta %ra($ 6&e $s $brer$s A $s
patr$#es Aa #$ te#(r-a# 6&e peearse p$r eas4 De i%&a ma#era. 0&#(ame#t" s& sistema (e a(mi#istraci"# e#
est&(i$s (e tiemp$ (e a -#ea (e pr$(&cci"#4
/e#rA L4 )a#tt B1<C1-1;1;D traba," c$# TaA$r e# 8ari$s pr$Aect$s. si# embar%$. c&a#($ c$me#!" a traba,ar
p$r s& c&e#ta (a#($ ases$r-as c$m$ i#%e#ier$ i#(&stria. empe!" a re8isar e sistema (e i#ce#ti8$s (e
TaA$r. aba#($#2#($$ p$steri$rme#te. p$r c$#si(erar 6&e era 0&e#te (e m&A p$ca m$ti8aci"#4 )a#tt
(esarr$" &#a i(ea e# a c&a. ca(a traba,a($r 6&e c&briera s& p$rci"# (iaria (e traba,$ asi%#a($. recibir-a
&#a b$#i0icaci"#. a(em2s (e i#c$rp$rar a s&per8is$r c$m$ be#e0iciari$ (e b$#i0icaci$#es p$r ca(a &#$ (e $s
traba,a($res 6&e c&mpiera# c$# s& p$rci"# (iaria. m2s $tr$ b$#$ e5tra$r(i#ari$ si t$($s $s traba,a($res $
+ac-a#4
1 de 5
E a8a#ce (e ca(a (e $s traba,a($res era cai0ica($ A %ra0ica($ pEbicame#te e# c$&m#as i#(i8i(&aes (e
%r20icas. 6&e represe#taba# e# #e%r$ c&a#($ e traba,a($r c&mp-a c$# e par2metr$ estabeci($ A e# r$,$
c&a#($ #$ $ $%raba4
'ra#G B4 A Liia# M4 )ibret+ B1<C<-1;24 A 1<9<-1;92D c$#trib&Aer$# a m$8imie#t$ (e a a(mi#istraci"#
cie#t-0ica e# e6&ip$4 1$ab$rar$# c$# est&(i$s s$bre a 0ati%a A e m$8imie#t$. A se c$#ce#trar$# e# c"m$
me,$rar e bie#estar (e traba,a($r i#(i8i(&a4 =ara e$s. e 0i# Etim$ (e a a(mi#istraci"# cie#t-0ica era
aA&(ar a $s traba,a($res a (esarr$ar t$($ s& p$te#cia +&ma#$4
E"uel# $e l# Teo')# Cl!"# $e l# O'*#n!+#"!(n
A0irma# St$#er A Otr$s B1;;CD 6&e. mie#tas a te$r-a (e a a(mi#istraci"# se pre$c&p" p$r ee8ar a
pr$(&cti8i(a( (e a 02brica A e traba,a($r i#(i8i(&a. a te$r-a c2sica (e a $r%a#i!aci"# s&r%i" (e a
#ecesi(a( (e e#c$#trar i#eamie#t$s para a(mi#istrar $r%a#i!aci$#es c$mpe,as4
/e#ri 'aA$ B1<41-1;2ID. #$ sie#($ e pi$#er$ e# est&(iar e c$mp$rtamie#t$ %ere#cia. per$ s- e#
sistemati!ar$. siempre ser2 rec$r(a($ c$m$ e 0&#(a($r (e a esc&ea (e a a(mi#istraci"#4 'aA$ pe#saba
6&e as pr2cticas a(mi#istrati8as acerta(as si%&e# ciert$s patr$#es. $s c&aes se p&e(e# i(e#ti0icar A
a#ai!ar4 A partir (e esta premisa b2sica. tra!" e pr$Aect$ (e &#a ($ctri#a c$#%r&e#te (e a a(mi#istraci"#.
a c&a si%&e c$#ser8a#($ m&c+a (e s& 0&er!a +asta e prese#te4
Te#ie#($ pareci($s c$# TaA$r. p$r s& 0e e# $s m*t$($s cie#t-0ic$s. mie#tras TaA$r se i#teresaba
prim$r(iame#te p$r as 0&#ci$#es (e a $r%a#i!aci"#. 'aA$ se i#teresaba e# a $r%a#i!aci"# t$ta A se
e#0$caba +acia a a(mi#istraci"#. c$#si(er2#($a a $peraci"# empresaria m2s (esc&i(a(a4 A#tes (e 'aA$.
se pe#saba 6&e $s ?%ere#tes #ace#. #$ se +ace#@. si# embar%$. 'aA$ i#sist-a e# 6&e a a(mi#istraci"# era
c$m$ c&a6&ier $tra acti8i(a(. 6&e se p$(r-a e#seKar &#a 8e! 6&e se e#te#(iera# s&s pri#cipi$s
0&#(ame#taes. $s c&aes e#&#ci" (e a ma#era si%&ie#te:
14 Di8isi"# (e traba,$ <4 1e#trai!aci"#
24 A&t$ri(a( ;4 Lerar6&-a
J4 Discipi#a 104 Or(e#
44 U#i(a( (e ma#($ 114 E6&i(a(
I4 U#i(a( (e (irecci"# 124 Estabii(a( (e pers$#a
C4 S&b$r(i#aci"# (e i#ter*s i#(i8i(&a a bie# c$mE# 1J4 I#iciati8a
94 Rem&#eraci"# 144 Esp-rit& (e %r&p$
Otr$ e5p$#e#te (e a esc&ea c2sica 0&e e s$ci"$%$ aem2# Ma5 Heber B1<C4-1;20D. e c&a. pe#sa#($ 6&e
t$(a $r%a#i!aci"# (iri%i(a a aca#!ar metas. A c$mp&esta p$r mies (e i#(i8i(&$s. re6&er-a &# estrec+$
c$#tr$ (e s&s acti8i(a(es. (esarr$" &#a te$r-a (e a(mi#istraci"# (e b&r$cracias 6&e s&braAaba a
#ecesi(a( (e &#a ,erar6&-a (e0i#i(a e# t*rmi#$s m&A estrict$s A re%i(a p$r re%ame#t$s A -#eas (e
a&t$ri(a( (e0i#i($s c$# t$(a cari(a(4
MarA =arGer '$ett B1<C<-1;JJD. 0&e &#a (e as crea($ras (e marc$ b2sic$ (e a esc&ea c2sica4 =$r $tr$
a($. i#tr$(&,$ m&c+$s #&e8$s eeme#t$s. s$bre t$($ e# e camp$ (e as reaci$#es +&ma#as A a estr&ct&ra
(e a $r%a#i!aci"#4 E# ese se#ti($. 0&e prec&rs$ra (e as te#(e#cias 6&e se (esarr$ar-a# e# as esc&eas (e
c$mp$rtamie#t$ A (e a a(mi#istraci"#4 '$et estaba c$#8e#ci(a (e 6&e #i#%&#a pers$#a p$(r-a se#tirse
c$mpeta a #$ ser 6&e 0$rmara parte (e &# %r&p$ A 6&e $s +&ma#$s crec-a# %racias a s&s reaci$#es c$#
$tr$s miembr$s (e as $r%a#i!aci$#es4 A0irmaba 6&e a a(mi#istraci"# era e ?arte (e +acer as c$sas
me(ia#te pers$#as@ A part-a (e a premisa (e TaA$r. e# e se#ti($ (e 6&e $s $brer$s A $s patr$#es
c$mpart-a# &# 0i# c$mE# c$m$ miembr$s (e a misma $r%a#i!aci"#. per$ pe#saba 6&e a (i0ere#cia arti0icia
e#tre $s %ere#tes A $s s&b$r(i#a($s $sc&rec-a s& as$ciaci"# #at&ra4
1+ester Bar#ar( B1<<C-1;C1D. a i%&a 6&e '$ett. i#tr$(&,$ eeme#t$s e# a te$r-a c2sica 6&e ser-a#
(esarr$a($s p$r esc&eas p$steri$res4 Se%E# Bar#ar(. as pers$#as se reE#e# e# $r%a#i!aci$#es 0$rmaes
para aca#!ar 0i#es 6&e #$ p&e(e# $%rar traba,a#($ s$as4 Si# embar%$. mie#tras persi%&e# as metas (e a
$r%a#i!aci"#. tambi*# (ebe# satis0acer s&s #ecesi(a(es i#(i8i(&aes4 La tesis (e Bar#ar( c$#sist-a e# 6&e
&#a empresa s"$ p$(r2 0&#ci$#ar e# 0$rma e0icie#te A s&bsistir si as metas (e a $r%a#i!aci"# %&ar(a#
e6&iibri$ c$# $s pr$p"sit$s A as #ecesi(a(es (e $s i#(i8i(&$s 6&e traba,a# e# ea4
2 de 5
b) Enfoque Con$u"&!&#:
De ac&er($ c$# St$#er A Otr$s B1;;CD. a esc&ea c$#(&ctista s&r%i". e# parte. (ebi($ a 6&e e e#0$6&e
c2sic$ #$ $%raba s&0icie#te e0icie#cia pr$(&cti8a #i arm$#-a e# e ce#tr$ (e traba,$4 =ara 0r&straci"# (e
$s %ere#tes. as pers$#as #$ siempre se%&-a# $s patr$#es (e c$#(&cta pr$#$stica($s $ espera($s4 =$r
ta#t$. a&me#t" e i#ter*s p$r aA&(ar a $s %ere#tes a ma#e,ar c$# m2s e0icacia e ?a($ pers$#a@ (e s&s
$r%a#i!aci$#es4 Vari$s te"ric$s tratar$# (e re0$r!ar a te$r-a c2sica (e a $r%a#i!aci"# c$# eeme#t$s (e a
s$ci$$%-a A a psic$$%-a4 De a esc&ea c$#(&ctista #ace e m$8imie#t$ (e#$mi#a($ ?(e as reaci$#es
+&ma#as@4 1&a#($ a a(mi#istraci"# estim&a a 6&e $s empea($s traba,e# m2s A c$# me,$r cai(a(. a
$r%a#i!aci"# c&e#ta c$# reaci$#es +&ma#as e0icacesM c&a#($ e 2#im$ A a e0icie#cia se (eteri$ra#. se
c$#si(era 6&e as reaci$#es +&ma#as #$ s$# e0icaces4
E m$8imie#t$ (e as reaci$#es +&ma#as parte (e &#a serie (e est&(i$s i(era($s p$r Et$# MaA$ B1<<0 N
1;4;D e# 1;29 e# a empresa Hester# Eectric 1$mpa#A. c&A$s res&ta($s 0&er$# (e#$mi#a($s e ?e0ect$
/aOt+$r#e@4 L$s res&ta($s (e e0ect$ /aOt+$r#e (e MaA$ c$#c&Aer$# 6&e e# 6&e a pr$(&cti8i(a( (e $s
traba,a($res se a&me#taba c$#si(erabeme#te c&a#($ $s traba,a($res cre-a# 6&e estaba# sie#($
$bser8a($s A est&(ia($s4 U#$ (e $s e5perime#t$s 0&er$# c$# cambi$s e# a i&mi#aci"# (&ra#te e pr$ces$
pr$(&cti8$. e c&a 0&e pe#sa($ $ri%i#ame#te para (etermi#ar 6&* #i8e (e i&mi#aci"# era "ptim$. si#
embar%$. se (esc&bri" 6&e a pr$(&cti8i(a( si%&e sie#($ a misma. si# imp$rtar e #i8e (e esta. $ 6&e
imp$rtaba era 6&e $s traba,a($res sab-a# 6&e estaba# sie#($ $bser8a($s4
MaA$ c$#,et&r" 6&e e 0act$r m2s imp$rta#te e# a pr$(&cti8i(a( es a $r%a#i!aci"# 6&e se pre$c&pa p$r e
i#(i8i(&$4 A(ici$#ame#te. MaA$ se 0$rm" &#a $pi#i"# 6&e e c$#cept$ (e +$mbres s$cia. m$8i($ p$r
#ecesi(a(es s$ciaes. (ese$s$ (e reaci$#es %rati0ica#tes e# e traba,$ A m2s se#sibe a as presi$#es (e
%r&p$ (e traba,$ 6&e e c$#tr$ a(mi#istrati8$. era c$mpeme#t$ #ecesari$ (e 8ie,$ c$#cept$ (e +$mbre
raci$#a. m$8i($ p$r s&s #ecesi(a(es ec$#"micas pers$#aes4
I%&ame#te. St$#er A Otr$s B1;;CD i#(ica# 6&e Et$# MaA$ A s&s c$ab$ra($res 0&er$# $s primer$s e#
apicar e m*t$($ cie#t-0ic$ para est&(iar a as pers$#as e# e e#t$r#$ ab$ra4 I#8esti%a($res p$steri$res.
c$# preparaci"# m2s ri%&r$sa e# as cie#cias s$ciaes Bpsic$$%-a. s$ci$$%-a A a#tr$p$$%-aD. &sar$# m*t$($s
(e i#8esti%aci"# m2s s$0istica($s. se amar$# ?cie#t-0ic$s (e a c$#(&cta@. e# &%ar (e ?te"ric$s (e as
reaci$#es +&ma#as@4
L$s cie#t-0ic$s (e a c$#(&cta i#tr$(&,er$# ($s (ime#si$#es #&e8as a est&(i$ (e a a(mi#istraci"# A as
$r%a#i!aci$#es4 E# primer &%ar. prese#tar$# &#a 8isi"# (e +$mbre A (e s&s imp&s$s. i#c&s$ m2s
s$0istica(a 6&e a (e MaA$ A s&s c$#temp$r2#e$s4 Abra+am Mas$O A D$&%as Mc)re%$r. e#tre $tr$s.
escribier$# s$bre a ?s&peraci"# pers$#a@ (e $s i#(i8i(&$s4 S& $bra e#%e#(r" #&e8$s c$#cept$s e# c&a#t$ a
a p$sibii(a( (e $r(e#ar as reaci$#es para be#e0ici$ (e as $r%a#i!aci$#es4 A(em2s. (etermi#ar$# 6&e as
pers$#as prete#(-a# $bte#er a%$ m2s 6&e rec$mpe#sas $ pacer ?a i#sta#te@4 Da($ 6&e as pers$#as te#-a#
0$rmas (e 8i(a c$mpe,a. e#t$#ces as reaci$#es e# a $r%a#i!aci"# (eber-a# s&ste#tar (ic+a c$mpe,i(a(4
E# se%&#($. $s cie#t-0ic$s (e a c$#(&cta apicar$# $s m*t$($s (e a i#8esti%aci"# cie#t-0ica a est&(i$ (e
c$mp$rtamie#t$ (e as pers$#as e# as $r%a#i!aci$#es. c$m$ e#ti(a(es %$baes4 E e,emp$ c2sic$ es a $bra
(e Lames Marc+ A /erbert Sim$#. (e 0i#aes (e a (*ca(a (e 1;I04 Marc+ A Sim$# pa#tear$# cie#t$s (e
pr$p$sici$#es acerca (e $s patr$#es (e a c$#(&cta. s$bre t$($ c$# reaci"# a a c$m&#icaci"# e# as
$r%a#i!aci$#es4 S& i#0&e#cia e# e (esarr$$ (e a te$r-a a(mi#istrati8a p$steri$r +a si($ imp$rta#t-sima A
perma#e#te. para i#8esti%aras e# 0$rma cie#t-0ica4

=$r $tr$ a($. St$#er A Otr$s B1;;CD re0iere# 6&e Mc)re%$r prese#t" $tr$ 2#%&$ (e c$#cept$ (e a
?pers$#a c$mpe,a@4 Disti#%&i" ($s +ip"tesis b2sicas ater#ati8as s$bre as pers$#as A s& p$sici"# a#te e
traba,$4 Estas ($s +ip"tesis. 6&e am" a Te$r-a F A Te$r-a P. a($pta# p$sici$#es c$#trarias e# c&a#t$ a
c$mpr$mis$ (e &#a pers$#a 6&e traba,a e# &#a $r%a#i!aci"#4 Mc)re%$r (ice 6&e $s %ere#tes (e a Te$r-a F
pres&p$#e# 6&e es #ecesari$ presi$#ar a as pers$#as c$#sta#teme#te para 6&e se empeKe# m2s e# s&
traba,$4 =$r e c$#trari$. $s %ere#tes (e a Te$r-a P pres&p$#e# 6&e a as pers$#as es %&sta traba,ar A
c$#si(era#. (eci(i(ame#te. 6&e s& traba,$ es &#a $p$rt&#i(a( para (esarr$ar s& tae#t$ creati8$4
La te$r-a P 0&e &# e,emp$ (e &#a c$#cepci"# (e a ?pers$#a c$mpe,a@4 Se%E# Mc)re%$r. e# as
3 de 5
$r%a#i!aci$#es (e a (*ca(a (e 1;I0. e &s$ %e#erai!a($ (e a Te$r-a F era &# $bst2c&$ para a
a(mi#istraci"# (e a Te$r-a P4 N"tese 6&e as ra-ces (e a Te$r-a F parte# (e $s (-as (e a a(mi#istraci"#
cie#t-0ica A (e as 02bricas 0&#(ame#ta(as e# s&s pri#cipi$s4 LacG Hec+. e,ec&ti8$ m25im$ (e )e#era
Eectric. (e ac&er($ c$# $s p$st&a($s (e Mc)re%$r. ar%&me#ta 6&e a %e#te (ebe $8i(ar e 8ie,$ c$#cept$
(e ?,e0e@ A cambiar p$r a i(ea (e 6&e $s %ere#tes a+$ra tie#e# a $bi%aci"# (e ac$#se,ar a $s %r&p$s.
pr$p$rci$#ares rec&rs$s A c$#trib&ir a 6&e as pers$#as pie#se# s$as4
c) Enfoque $e S!&e%#:
St$#er A Otr$s B1;;CD a0irma# 6&e e e#0$6&e (e sistemas para a(mi#istrar. e# &%ar (e ab$r(ar $s
(i8ers$s se%me#t$s (e &#a $r%a#i!aci"# p$r separa($. pie#sa 6&e a $r%a#i!aci"# es &# sistema E#ic$. 6&e
tie#e &# pr$p"sit$ A est2 c$mp&est$ p$r partes 6&e se i#terreaci$#a#4 Esta p$sici"# permite a $s %ere#tes
c$#tempar a a $r%a#i!aci"# c$m$ &# t$($ A c$m$ parte (e ambie#te e5ter#$. m2s ampi$4 E e#0$6&e (e
sistemas (ice 6&e a acti8i(a( (e &# se%me#t$ (e a $r%a#i!aci"# a0ecta. e# (i0ere#tes %ra($s. a acti8i(a(
(e t$($s s&s $tr$s se%me#t$s4 La m*(&a (e e#0$6&e (e sistemas es 6&e $s %ere#tes #$ p&e(e# 0&#ci$#ar
pe#ame#te (e#tr$ (e $s -mites (e $r%a#i%rama tra(ici$#a. si#$ 6&e (ebe# e#treme!car s& (epartame#t$
c$# t$(a a empresa4 =ara e$. #$ s"$ tie#e# 6&e c$m&#icarse c$# $tr$s empea($s A (epartame#t$s. si#$
tambi*#. c$# 0rec&e#cia. c$# represe#ta#tes (e $tras $r%a#i!aci$#es4
S&bsistemas4 Las partes 6&e c$#stit&Ae# &# sistema e#ter$ se ama# s&bsistemas4 A(em2s. ca(a sistema
p&e(e ser. a s& 8e!. &# s&bsistema (e &# t$($ maA$r4
Si#er%ia4 Si#er%ia si%#i0ica 6&e e t$($ es maA$r 6&e a s&ma (e as (epartame#t$s i#(epe#(ie#tes (e &#a
$r%a#i!aci"# c$$pera# e i#teractEa#. res&tar2# m2s pr$(&cti8$s 6&e si ca(a &#$ (e e$s act&ara e# 0$rma
aisa(a4
Sistemas abiert$s A cerra($s4 Se (ice 6&e &# sistema es &# sistema abiert$ si i#teractEa c$# s& ambie#teM
se (ice 6&e es &# sistema cerra($ si #$ $ +ace4 T$(as as $r%a#i!aci$#es i#teractEa# c$# s& ambie#te. per$
$ +ace# e# (i0ere#te me(i(a4
L-mite (e Sistema4 1a(a sistema tie#e &# -mite 6&e $ separa (e s& ambie#te4 E# &# sistema cerra($. e
-mite (e sistema es r-%i($M e# &# sistema abiert$ e -mite es m2s 0e5ibe4
'&,$4 U# sistema tie#e 0&,$s (e i#0$rmaci"#. materiaes A e#er%-a Bi#c&s$ e#er%-a +&ma#aD4 Est$s 0&,$s
(e ambie#te e#tra# e# e sistema e# 0$rma (e i#s&m$s Bmaterias primasD. pasa# p$r pr$ces$s (e
tra#s0$rmaci"# e# e sistema B$peraci$#es 6&e $s m$(i0ica#D A sae# (e sistema e# 0$rma (e pr$(&ct$s
Bbie#es A ser8ici$sD4
Retr$aime#taci"#4 La retr$aime#taci"# es a ca8e para e c$#tr$ (e sistema4 1$#0$rme a8a#!a# as
$peraci$#es (e sistema. se 8a e#tre%a#($ i#0$rmaci"# a as pers$#as i#(ica(as. c$# $b,et$ (e e8a&ar e
traba,$ A. e# s& cas$. c$rre%ir$4 La te$r-a (e sistemas (estaca a ese#cia (i#2mica A as i#terreaci$#es (e
as $r%a#i!aci$#es A e 6&e+acer a(mi#istrati8$4 =$r ta#t$. $0rece &# marc$ 6&e #$s permite pa#i0icar act$s
A a(ea#tar#$s a as c$#sec&e#cias i#me(iatas A me(iatas. a tiemp$ 6&e #$s permite e#te#(er as
c$#sec&e#cias i#espera(as c&a#($ se prese#ta#4 1$# a perspecti8a (e $s sistemas. $s %ere#tes %e#eraes
p&e(e# c$#ser8ar. c$# m2s 0acii(a(. e e6&iibri$ e#tre as #ecesi(a(es (e as (isti#tas partes (e a
empresa A as #ecesi(a(es A as metas (e a c$mpaK-a e#tera4
d) Enfoque $e Con&!n*en"!#:
Se%E# St$#er A Otr$s B1;;CD. 1+ares Qi#(eber%er. era &# ec$#$mista rec$#$ci($ e# t$($ e m&#($. 6&e
%&staba (ecir a s&s a&m#$s (e MIT 6&e a resp&esta a c&a6&ier i#terr$%a#te imp$rta#te (e a ec$#$m-a
es: ?(epe#(e@. A pr$se%&-a (icie#($ 6&e a tarea (e ec$#$mista c$#siste e# especi0icar (e 6&* (epe#(e A
c"m$4
?Depe#(e@ tambi*# es &#a resp&esta a(ec&a(a para $s aspect$s imp$rta#tes (e a a(mi#istraci"#4 La te$r-a
(e a a(mi#istraci"# prete#(e (etermi#ar as reaci$#es pr$#$sticabes e#tre sit&aci$#es. act$s A
res&ta($s4 =$r ta#t$. #$ es rar$ 6&e &# e#0$6&e recie#te 6&iera i#te%rar as (i8ersas esc&eas (e
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pe#samie#t$ (e a a(mi#istraci"# c$#ce#tr2#($se e# a i#ter(epe#(e#cia (e $s m&c+$s 0act$res 6&e impica
&#a sit&aci"# a(mi#istrati8a4
E e#0$6&e (e c$#ti#%e#cias Be# $casi$#es ama($ e#0$6&e sit&aci$#aD 0&e c$#cebi($ p$r %ere#tes. ases$res
e i#8esti%a($res 6&e tratar$# (e apicar $s c$#cept$s (e as esc&eas m2s imp$rta#tes a as sit&aci$#es
reaes 6&e 8i8-a#4 1&a#($ m*t$($s 6&e era# m&A e0icaces para &#a sit&aci"# #$ 0&#ci$#aba# e# $tras.
b&scaba# &#a e5picaci"#4 1$#0$rme a e#0$6&e (e c$#ti#%e#cias. a tarea (e %ere#te c$#siste e# i(e#ti0icar
a t*c#ica 6&e ser8ir2 me,$r para aca#!ar as metas (e a %ere#cia. e# &#a sit&aci"# c$#creta. e#
circ&#sta#cias c$#cretas A e# &# m$me#t$ c$#cret$4 =$r e,emp$. c&a#($ se re6&iere ae#tar a $s
traba,a($res para i#creme#tar a pr$(&cti8i(a(. e te"ric$ c2sic$ p$(r-a rec$me#(ar &# #&e8$ pa# para
simpi0icar e traba,$4 E cie#t-0ic$ (e a c$#(&cta. e# cambi$. p$(r-a tratar (e crear &# ambie#te
psic$"%icame#te m$ti8a#te A rec$me#(ar &#a t*c#ica c$m$ e e#ri6&ecimie#t$ (e traba,a($rM es (ecir. a
c$mbi#aci"# (e tareas c$# (i0ere#te aca#ce A resp$#sabii(a(. A 6&e c$#ce(e# a traba,a($r maA$r
a&t$#$m-a para t$mar (ecisi$#es4 Emper$. e a(mi#istra($r parti(ari$ (e e#0$6&e (e c$#ti#%e#cia
pre%&#tar-a: ?RS&* m*t$($ 0&#ci$#ar2 me,$r e# este cas$T@ Si $s traba,a($res #$ c&e#ta# c$# a capaci(a(
#ecesaria. A $s rec&rs$s A a p$sibii(a( (e capacitar$s s$# imita($s. a simpi0icaci"# (e traba,$ ser-a a
me,$r s$&ci"#4 N$ $bsta#te. c$# traba,a($res capacita($s A $r%&$s$s (e s&s capaci(a(es. &# pr$%rama (e
e#ri6&ecimie#t$ (e traba,$ p$(r-a ser m2s e0ica!4 E e#0$6&e (e c$#ti#%e#cia si%#i0ica &# %ir$ imp$rta#te
(e a te$r-a m$(er#a (e a a(mi#istraci"#. p$r6&e represe#ta ca(a serie (e reaci$#es (e a $r%a#i!aci"#
s&,eta a s&s circ&#sta#cias si#%&ares4
e) Enfoque $e C#l!$#$:
Se%E# 1iampa B1;;JD. a cai(a( t$ta p&e(e (e0i#irse (e (i8ersas ma#eras4 U#a es (escribir e pri#cipi$
&#i0ica($r 6&e c$#stit&Ae a base (e t$(a a estrate%ia. a pa#i0icaci"# A a acti8i(a( e# &#a empresa 6&e
a($pte s& 0i$s$0-a4 Este pri#cipi$ se basa e# a (e(icaci"# t$ta a cie#te4 Est$ impica 6&e &#a empresa c$#
&# $b,eti8$ (e cai(a( t$ta 0irmeme#te estabeci($ se (e(ica pe#ame#te a satis0acer as #ecesi(a(es (e
s& cie#te (e c&a6&ier ma#era p$sibe4 =ara e $%r$ (e este $b,eti8$. e# t$(a a $r%a#i!aci"# $s empea($s
participa# e# e me,$ramie#t$ (e a capaci(a( (e *sta para aca#!ar A $%rar ta (e(icaci"#M t$(as as
acti8i(a(es (e as 0&#ci$#es se (iseKa# A se reai!a# para satis0acer $s re6&erimie#t$s (e cie#te A
e5ce(er s&s e5pectati8as4 Otra ma#era (e (e0i#ir a cai(a( t$ta es (escribir $s res&ta($s (e as
acti8i(a(es 6&e pers$#a b&sca crear $ me,$rar4 Taes res&ta($s p&e(e# a%r&parse e# as si%&ie#tes
cate%$r-as:
L$s cie#tes s$# m2s eaes A se sie#te# m2s satis0ec+$s p$r6&e se c&bre# s&s #ecesi(a(es A se s&pera# s&s
e5pectati8as4
E tiemp$ para resp$#(er a $s pr$bemas. #ecesi(a(es A $p$rt&#i(a(es se re(&ce a m-#im$4
Se estabece &# ambie#te 6&e respa(a A estim&a e traba,$ e# e6&ip$ A e8a a &# (esempeK$ m2s
satis0act$ri$. m$ti8a($r A si%#i0icati8$ para $s empea($s4
E5iste &#a *tica %e#era (e me,$ramie#t$ c$#ti#&$. a c&a es c$mparti(a A pr$m$8i(a p$r $s empea($s4
Refe'en"!# ,!-l!o*'f!"#:
- 1iampa. Da# B1;;JD4 1ai(a( T$ta4 M*5ic$: A((As$# HeseA4
- St$#er. LamesM 'reema#. R4 E(Oar(M )ibert. Da#ie4 B1;;CD4 A(mi#istraci"#4 Cta4 E(ici"#4 M*5ic$4
=re#tice /a /ispa#$america#a. S4A4
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