LAICA ELOY ALFARO UNIVERSITY OF MANABÍ

FACULTY OF ADMINISTRATIVE SCIENCES

BUSINESS ADMINISTRATION DEGREE

SUBJECT

ORGANIZATIONAL DEVELOPMENT

CASE RESOLUTION

THE BANK THAT THINKS LIKE YOU

MEMBERS

BRAVO BARRETO ROMINA NICOLE

CEDEÑO VASCONEZ LISBETH

SEMESTER

8th LEVEL "A"

TEACHER

ABG. MONICA ALEXANDRA FRANCO CHAVEZ

Ordinary Academic Period

PAO 2021-2022(2)

Research date: October 28, 2021

 CASE: 'THE BANK THAT THINKS LIKE YOU'

The 'Bank of Commerce and Industry' is a credit institution founded a hundred years ago in the
Mexico City, with its area of influence being the metropolitan area of the Federal District and
conurbated municipalities, as well as the largest cities in the republic, such as Guadalajara.
Monterrey, Puebla, etc. By virtue of the economic crisis that has affected the country in recent times.
In recent years, the bank's executives have decided to expand their operations into more urban areas.
small and less industrially developed, with the aim of capturing the savings of workers and
employees of the microenterprises existing in those places and thus be able to have more
financial support capacity for companies seeking credit to grow and be able to succeed
of their current stagnation situation. In addition to offering attractive investment plans, the
bank executives, considering that they will work in communities with few inhabitants that
they usually know each other and have established a very familiar and informal relationship among themselves,

they have structured a program whose foundation is personal and direct treatment with the
clients. "Make them feel like family, so they consider us their lifelong friends" is the
expression coined by the Bank president. To achieve the proposed objective, it was decided that
The employees of the branches that open will be selected from the inhabitants who in the
community are considered more representative of it, in addition to having characteristics
defined in the profile prepared by the Bank, while the executives will arrive directly
from Mexico City, having previously attended a training program whose
content has been shaped after conducting a deep study of the most variables
significant elements that identify the community, so that they integrate into it immediately
and they can collaborate for the good functioning of the plan.

QUESTIONS

1. Can the plan developed by the bank's management be considered adequate?

Why?

Yes, because in the marketing sense, benefits are obtained when acquiring more.
clients over time. It is one of the best options that the bank can choose in
to do so since their staff must have adequate experience in order to achieve the
proposed objectives in the small town. They can even create a center for
training for citizens of the town to develop their knowledge in a
determined time and can be part of the institution, gaining confidence in themselves
and they can expedite some credit or other activity that the bank carries out and prosper in the coming years

futures with mutual benefits.

2. Is the training of the managerial staff that will be sent to the branches the
suitable? Will it be enough to join significantly into the
community? Why?

The training of the management staff is adequate, but it is not sufficient; we believe that for...
managers participate in the community, they should take part in informal meetings in areas
where their customs can be appreciated, so that they can gain a better understanding of both
parts.

3. What interaction problems can arise between native employees and the
foreign executives? Explain them in detail.

Due to the new cultural encounter, we refer to the anxiety generated by losing the sense of
what to do, when to do it and how to do it in a new environment. According to this situation,
external directors can propose:

• Physical and emotional discomfort that one suffers when moving to another place.
different from our place of origin.
• Behaviors that were used before are not accepted or considered normal in the new
environment.
• He/She does not know how to speak that language.
• The people in the area have difficulty understanding.
• Fear, distrust, discomfort, anxiety or insecurity towards new services.

For native employees, they can propose:

• A feeling of lack of direction because they do not know what is appropriate or inappropriate.
in the new place, how to use the bank machines, how to use the phones,
lack of mastery of organizational culture.
• Culture is a social structure that contains different forms and manifestations of
a specific society. Therefore, the customs, the ways of existence, the
rituals, types of clothing, and norms of behavior are all included aspects
in culture.
 4. Will the establishment of these bank branches have an influence on the
existing power structure in the community? How will it be presented?
said influence?

Yes, because the Bank's strategy is to engage with representative citizens, their influence.
it will increase with your presence in the bank and will increase the clients.

5. How can this event affect the lives of the inhabitants of the
community? Explain the pros and cons.

PRO COUNTER
• Better job opportunities and • Fear of the use of services
economic. banking.
• Creation of employees. • Overwhelmed by the new updates
• Economic activation. of the institution.
• Speed in banking services.
 CASE DEVELOPMENT

1. CONTEXTUALIZATION OF THE PROBLEM

Actors

Actor 1 Actor 2 Actor 3 Actor

The Bank Trained personnel from the native area Community Foreign executives

Context of the problem

Due to the economic crisis that has affected Mexico in recent years, the executives
The "Bank of Commerce and Industry" in Mexico City has decided to expand its
operations towards smaller urban areas and those with less industrial development, with the aim of
to capture the savings of workers and employees of the microenterprises existing in those places
and thus be able to have greater financial support capacity for companies that seek
credits to grow and be able to leave their current situation of stagnation. To achieve the goal
It was decided that employees of the branches that are opened will be selected from
the inhabitants who are considered the most representative of the community, in addition to
to have defined characteristics in the profile prepared by the Bank, while the
Executives will arrive directly from Mexico City.

2. DETECTED SITUATION

Geographic Location of the problem: Mexico, small urban area.

Causes of the problem

• The new executives who will be part of the new branch of the Bank will be sent
from the city of Mexico.
• The urban area community will be limited to opening accounts or using
any other service provided by the Bank.
• The executives would have adaptation problems and that would decrease their capacity.
of their performance of functions within the Bank.
Consequences of the problem

• The inhabitants of the urban area will feel annoyance upon learning that the Bank does not consider them.
capable of leading a financial institution.
• The community will suffer stress from not knowing how to use the IT services.
financial instruments contained in a banking institution.
• The executives designated by the Bank will have dissatisfaction when establishing themselves to a new
environment.
3. THEORETICAL FRAMEWORK

This section will present the theoretical aspects of the keywords found.
within the simulated case which will help us with its development.

• Economic Crisis

Crisis are usually identified by changes in the variables.

economic, since the production of goods and services by companies and their consumption
individuals are diminished by the economic situation (Galán,
Economic Crisis, 2017

Based on the author, we can identify key points about the economic crisis.
which contains inexplicable changes in various aspects such as defective application or
economic policy errors by governments can ignite the fuse of a crisis
local economy.

• Industrial development

It is a phenomenon with an economic character based on the production of goods on a large scale.
scale or intensively. At the same time, it has historically represented a boost
economic and social for sectors and countries that have implemented it" (Galán,
2020

According to the aforementioned, the author defines industrial development as a phenomenon with
economic character through various processes of industrialization, an economy grows
stimulating industrial production at large volumes by using more machinery
advanced. This development in turn implies the creation of increasingly skilled workers
to address the new industrialized tasks, as well as the adaptation of production processes
to the new tasks that have emerged.

• Executives of a financial institution

The directors of a bank branch are responsible for the operation

efficient and the profitability of your department or bank branch, this includes the
personnel management, customer contact, and account monitoring, loans
and other banking services." (Educaweb, 2020)

Regarding what is cited, we consider that directors have an essential role within
a bank agency since they function as leaders of a certain office or branch, is
they ensure that the work team focuses on fulfilling its duties and the
achievement of objectives.

• Operation of a plan

"The plan of a company is: 'A document that identifies, describes, and analyzes a'
business opportunity, examines the technical, economic, and financial viability of the
same and develop all the necessary procedures and strategies to convert
the mentioned business opportunity in a specific business project" (Gómez,
2019

The plan will help us assess the proper functioning of the company, as well as the
deviations that it may have during its operation, also when we search
financing will serve as our letter of introduction to a bank or credit institution,
even if it does not guarantee the loan.

In simple words, it will serve as a guide for the creation and development of the business; it will be very
useful when there are several people in charge as it will prevent them from making decisions outside of the

direction that has been taken for the company.

The plan is not a fixed document that must be followed throughout the life of the company.
the opposite is modifiable and even replaceable according to the changes the company experiences,
Just as the environment in which it develops, there are general objectives that can be pursued during
Long time, as well as specific ones that can change over time.
Developing the plan before starting the business also helps us visualize which
the problems we will face once we put it into operation, that is to say
imagine how my business will be functioning with its benefits and potential problems
to appear.

• Community

A community is a group of individuals who share various commonalities.

elements, such as theterritorythat inhabit, the tasks, thevalues,the roles, the language
or religion" (Etecé, 2020)

Quoting the following author, he mentions that the community is a group of people who
they share different customs and cultures, in addition to that we can mention that the
community is an essential part within an organization in a transcendent way, so that
this can survive and maintain its orientation with the total support of the members of the
society.

Organizational development

Define organizational development as the process of understanding and changing health,

the culture and performance of the organization is designed to improve the
skills, knowledge, and individual effectiveness of a company in terms
of all its objectives." (Hernández, 2011)

It is evident then that the process of organizational development is fundamental within the
organizations, both internally and externally, in terms of an external environment. It has
the aim of improving a company's ability to respond to or adapt to changes with
effectiveness, regarding the internal environment, aims to increase the capacity of the
employees, the improvement of human resources and communication systems.

It also includes the development of management, the purpose behind the development process of the
management is to train managers to improve their knowledge and skills, in
consequence, seeks to develop the company in its entirety, plans to improve performance
of the managers so that the goals can be achieved in a planned manner, while the
The process related to organizational development is bringing changes in terms of
performance, processes, nature, and structure of the entire company.
 4. OBJECTIVES OF THE PROPOSAL

General Objective

• Develop community acceptance under the general ideology of the Bank for
boost the local economy to new sectors.

Specific Objective

• Consider strategic plans for the execution of investment guides, aimed at various
economic sectors.
• Carefully select the bank representatives who meet the expectations.
from the directors focused on the community.
• Design strategies that allow for the creation of a sustainable social action plan over time.
5. METHODOLOGY

This section will describe the research design that will be used to obtain the
necessary information and achieve the proposed objectives within the simulated case:

Methods:
• Inductive and deductive method
These methods were used as they involve logical reasoning strategies, given that the
Inductive reasoning uses specific premises to reach a general conclusion, while deductive reasoning uses
general principles to reach a specific conclusion. Both methods are important.
in the production of knowledge.

• Qualitative method:

It is the collection and selection of information about the biography, personality, intentions and
values that can refer to any person, institution, program, responsibility,
population.

Techniques and Instruments:

• Observation

It is a set of techniques and tools aimed at evaluating a phenomenon, an individual or a

group of people. Involving a way of approaching reality within the simulated case.
 6. INTERVENTION PLAN

Objectives Strategies Activities Resources Responsible Time

Human Talent
Plan Guides of Together Economic 2 months Directors
Strategic Investment Tools
Technological
Human Talent
Selection Knowledge Outdoor Economic 1 month Executives
of the staff Personality Tools
Technological
Human talent
Project of Open houses Economic Executives
Design social action Social events Tools 4 months Employees
technological Community
Outdoor

7. CONCLUSIONS
❖ The implementation of an improvement in transparency and accountability of the various
financial institutions will be developed for the benefit of society at a general level,
so these agencies are the essential source of the country's economy, making this a
of the main causes of local economic decline.
❖ The reduction of high costs and risks of financial transactions in areas
urban areas would promote a significant increase in the country's economy, so
new jobs and financial investments would be generated and resources would be obtained
technological among others.

8. BIBLIOGRAPHY
✓ Educaweb. (2020). Director of a Bank Branch. Educaweb, 1-2.

✓ Etecé, E. E. (2020). [Link], 1-2.

✓ Galán, J. S. (2017). Crisis Econó[Link], 1-2.

✓ Galán, J. S. (2020). Industrializació[Link], 1-2.

✓ Gómez, V. (2019). The development of a plan for the proper functioning of the
company. PSYCHOLOGY AND COMPANY, 1-2.

✓ Hernández, J. A. (2011). Organizational Development Latin American approach.

Mexico: Rearson Education.