RESEARCH WORK

SUMMARY IN ENGLISH

PORTFOLIO MANAGEMENT PROCESSES

COMPANY BANCOLOMBIA

BY: Marysabel PINEDA HERRERA

PRACTICE IV

UNIVERSIDAD MANUELA BELTRAN

MEDELLIN

JANUARY, 2015

INTRODUCTION

The Portfolio Management Process is the area responsible for planning, coordinating and managing business processes that support the different products and services portfolio of BANCOLOMBIA organization. The following report is the work done during working practice in this Management, the activities that take place there, in their processes, documentation thereof, the installed capacity and the system of management indicators Alpha GIS used by the company.

In order to reflect the total capacity used on the bench in the performance of our work everyday, in the Vice Client Services will have two models that will help us identify the time we devote to the development of these activities and balancing workloads within teams.

The first of these models is supported at the time reporting tool "Clarity" and in it the time spent working on initiatives requested by the business, internal improvements and consolidates corporate projects.

The second model is supported by the tool Installed Capacity in Operation and her time spent on the operation is consolidated.

Through this report, will be discussed as it has been this process of change.

1. OBJECTIVES

1.1 General Purpose

Identify and analyze critical processes that occur in operations Process Management Portfolio Bancolombia Group, to achieve their documentation, determine the installed capacity, and know the efficiency and productivity of the threads in the area to provide services, under normal working conditions.

1.2 Specific Objectives

• Identify key processes Process Management Portfolio and thus assess, measure and improve the performance of customer-oriented services.

• Ensure documentation of all processes in the area, to improve performance, efficiency and productivity of activities.

• Analyze the techniques used by the Bank Portfolio Management to establish the installed capacity of its processes.

• Suggest a methodology for determining the installed capacity and decision times of documented processes in order to identify how efficient and productive is the area in the execution of processes.

• Implement the use of Alpha SIG (management indicator system) Process Management Portfolio, in order to provide continuous monitoring and control of information and processes, in addition to meeting the Goals and Objectives proposed.

3. IDENTIFICATION OF SITUATIONS PROBLEM

The Portfolio Management Process is the area responsible for planning, coordinating and managing business processes and maintenance to credit, supporting the different products and services Portfolio Consumption of BANCOLOMBIA organization. This area arose due to the need to provide customer service regarding changes you wish to make their products within the bank as long as product policies allow. Therefore it is important and necessary to have excellent agents or consultants in the area, specialized and highly trained to meet qualities, abilities and special features to be the voice of the company.

The Service internal and external bank by customers maintenance area, has a customer satisfaction rate with regard to care of it below 80%, indicating that the process does not meet the expectations and needs client in some respects, which has caused some customers are located many claims about their products, making this a misconception of service for these customers.

Because of this situation, the need to design an improvement plan for some processes in customer service area was perceived. Through simulation and implementation of appropriate processes for modeling the current system tools area. By implementing the proposed improvements were observed optimal results.

To carry out the proposed plan was required:

• Diagnose the current situation in service area.

• Conduct surveys to internal and external customers using the area of maintenance.

• Human talent and physical resources

4. INDICATORS OF MANAGEMENT SYSTEM

The main objective of a System of Management Indicators, is the improvement of processes, activities and critical to achieve the strategic objectives of the company resources, those that will gain competitive advantages in the market.

Today, managers of most organizations use indicators that help them assess the situation of your company and take appropriate decisions. A major problem these companies face is the limited usefulness and extent of current methods to design, select and efficiently use a System Management Indicators integrated, balanced and deployed throughout the organization. (HEREDIA, 2001)

To (HEREDIA, 2001), models for total quality management provide generic guidelines to develop and evaluate a total quality system, and therefore the indicator system of any organization. These models treat all aspects of competitive performance. This includes improvements in:

• Customer satisfaction and market success.

• Productivity of all assets.

• Speed and flexibility to changes in the environment.

• Characteristics of product quality and service.

• Reduced costs.

• Financial profitability.

5. EXPECTED RESULTS

The main objective of a System of Management Indicators, is the improvement of processes, activities and critical to achieve the strategic objectives of the company resources, those that will gain competitive advantages in the market.

Today, managers of most organizations use indicators that help them assess the situation of your company and take appropriate decisions, such solutions:

• Customer satisfaction and market success.

• Productivity of all assets.

• Speed and flexibility to changes in the environment.

• Characteristics of product quality and service.

• Reduced costs.

• Financial profitability.

CONCLUSIONS

For good process management, you need a standardization and formalization of the same, so the whole organization speaks the same language and communication among stakeholders is facilitated.

Define and document business processes is a key to ensuring a large extent, the quality of the final result task: a product or service that meets the needs of the internal or external customer.

The installed capacity is the tool to identify how efficient and productive is an area in the execution of their processes, so its calculation in different areas of the company is necessary, to determine a better allocation of resources available.

The implementation of the proposed methodology to the Portfolio Management Processes to know the times that require people to run each thread, gives the possibility of defining a standard that allows control at runtime them.

Indicators Management Systems are a tool to display the current and historical status indicators, and document improvement actions that are being developed in each of these. Also rating gives an integral area, taking into account the degree of compliance and weight assigned to each of them.

Alpha implementing GIS for handling management indicators in the Vice President of Operations - Process Management portfolio, has really significant results, as has facilitated the monitoring processes and achieving defined goals of according to customer expectations and objectives of the organization.