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Estrategia de gobernanza ágil para la optimización de flujos de trabajo en la plataforma salesforce: Un estudio de caso en el banco central de colombia

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dc.contributor.advisorBernal Campos, Yimy Alejandro
dc.contributor.authorSandoval Bermúdez, Jaime
dc.creator.id1030617277
dc.date.accessioned2026-10-27T13:56:05Z
dc.date.issued2026-09-22
dc.description.abstractEsta investigación aborda la problemática de la implementación de plataformas CRM como Salesforce en instituciones de alta regulación, específicamente en el Banco Central de Colombia. Se identifica una "brecha de diseño-realidad" donde la rigidez de los marcos normativos y la cultura organizacional jerárquica neutralizan los beneficios de agilidad y automatización de la herramienta, convirtiéndola en un repositorio de datos estático. El estudio propone el diseño de un modelo de gobernanza ágil que permita la reorganización dinámica de los equipos ante bloqueos operativos, sin vulnerar los controles institucionales, buscando optimizar la eficiencia, la toma de decisiones y la adaptabilidad en el desarrollo de software.spa
dc.description.abstractThis research addresses the problem of implementing CRM platforms such as Salesforce in highly regulated institutions, specifically in the Central Bank of Colombia. A “design-reality gap” is identified where the rigidity of regulatory frameworks and hierarchical organizational culture neutralize the agility and automation benefits of the tool, turning it into a static data repository. The study proposes the design of an agile governance model that allows the dynamic reorganization of teams in the face of operational blockages, without violating institutional controls, seeking to optimize efficiency, decision making and adaptability in software development.eng
dc.description.degreelevelEspecializaciónspa
dc.description.degreenameEspecialista en Gerencia de Proyectosspa
dc.formatpdf
dc.format.extent80 páginas
dc.format.mediumRecurso electrónicospa
dc.format.mimetypeapplication/pdf
dc.identifier.instnameinstname:Universidad Eeaspa
dc.identifier.localBDM-PGPIV
dc.identifier.reponamereponame:Repositorio Institucional Biblioteca Digital Minervaspa
dc.identifier.repourlrepourl:https://repository.ean.edu.co/
dc.identifier.urihttps://hdl.handle.net/10882/19704
dc.language.isospa
dc.publisher.facultyFacultad de Ingenieríaspa
dc.publisher.programEspecialización en Gerencia de Proyectos -Virtualspa
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dc.rights.accessrightsinfo:eu-repo/semantics/closedAccess
dc.rights.coarhttp://purl.org/coar/access_right/c_14cb
dc.rights.creativecommonsAtribución-NoComercial-SinDerivadas 2.5 Colombia
dc.rights.licenseAtribución-NoComercial-CompartirIgual 4.0 Internacional (CC BY-NC-SA 4.0)
dc.rights.localAbierto (Texto Completo)spa
dc.rights.urihttps://creativecommons.org/licenses/by-nc-sa/4.0/
dc.subject.armarcMercadeo relacionalspa
dc.subject.armarcRelaciones con los clientesspa
dc.subject.armarcDesarrollo de softwarespa
dc.subject.armarcInstituciones financierasspa
dc.subject.armarcToma de decisionesspa
dc.subject.proposalGobernanza Ágilspa
dc.subject.proposalSalesforcespa
dc.subject.proposalTransformación Digitalspa
dc.subject.proposalBanca Centralspa
dc.subject.proposalEficiencia De Flujospa
dc.subject.proposalGestión De Proyectosspa
dc.subject.proposalCumplimiento Normativospa
dc.titleEstrategia de gobernanza ágil para la optimización de flujos de trabajo en la plataforma salesforce: Un estudio de caso en el banco central de colombiaspa
dc.titleAgile governance strategy for workflow optimization on the Salesforce platform: A case study at the Central Bank of Colombiaeng
dc.typeTrabajo de grado - Especializaciónspa
dc.type.coarhttp://purl.org/coar/resource_type/c_7a1f
dc.type.coarversionhttp://purl.org/coar/version/c_ab4af688f83e57aa
dc.type.contentText
dc.type.driverinfo:eu-repo/semantics/bachelorThesis
dc.type.otherTrabajo de grado - Especialización
dc.type.redcolhttp://purl.org/redcol/resource_type/TP
dc.type.versioninfo:eu-repo/semantics/acceptedVersion
dspace.entity.typePublication
person.affiliation.nameEspecialización en Gerencia de Proyectos - Virtual

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