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Plataforma de negocios

Antes que nada, es muy importante aclarar a lo que nos referimos con el término “Plataforma de Negocios”, pues existen percepciones distintas acerca de su significado.

Una Plataforma de Negocios es una solución tecnológica de clase mundial con una interface de usuario consistente que funciona en tiempo real y que agrega valor a cada una de las áreas del negocio, además de incorporar en una misma plataforma todos los procesos operativos y de misión crítica de su empresa y que genera los indicadores de rendimiento (KPIs) y los tableros de control necesarios para apoyar la toma de decisiones.

Una Plataforma de Negocios evoluciona constantemente incorporando nuevas tecnologías como la movilidad, big data, computación en la nube, el Internet de las cosas (Internet of Things), etc., así como las mejores prácticas relacionadas con los giros de negocios de su empresa o su Corporación.

Existe una tendencia a confundir la funcionalidad que brinda una Plataforma de Negocios con la funcionalidad de un ERP (Enterprise Resource Planning); en muchos casos, cuando se hace referencia a un ERP, en realidad se está hablando de una solución conformada por módulos que resuelven parte de los procesos de negocio de una empresa, típicamente las funciones relacionadas con las áreas financiero/contables, ventas, fabricación y gestión de bodegas, pero requiere integrarse o interactuar con módulos externos, conocidos como “verticales”, que funcionan en forma separada del ERP para resolver temas como el CRM (gestión de la relación con los clientes), el reabastecimiento, la generación y control de promociones, la preventa móvil, la gestión del transporte, etc. Este tipo de soluciones requieren de un trabajo de integración que queda en manos de una empresa consultora o, en otros casos, queda bajo la responsabilidad del área de tecnología de la empresa, con todos los costos y riesgos que esto implica.

Se han escuchado muchas historias de terror acerca de proyectos fallidos, así como de otros que han requerido duplicar o hasta quintuplicar el presupuesto de inversión asignado. La empresa Panorama Consulting ha publicado durante nueve años consecutivos un reporte en el que recopilan, a través de encuestas especializadas, información acerca de empresas alrededor del mundo que se han embarcado en la implementación de aplicaciones empresariales. En el reporte publicado en el 2015, entrevistaron a 562 empresas que tenían ventas anuales desde 1 millón de dólares hasta las que tenían ventas anuales superiores a 5,000 millones de dólares.

El resultado de la encuesta mostró que la inversión promedio realizada en la implementación de este tipo de proyectos giraba alrededor del 5.9% de sus ventas. Esta cifra incluye el valor de las licencias, la consultoría, la integración, las actualizaciones de infraestructura, los costos internos y otros costos relacionados con la puesta en marcha de la solución. Los tres proveedores principales más frecuentemente considerados fueron Microsoft Dynamics, SAP y Oracle, lo que de nuevo confirma la tendencia de consolidación de estas tres empresas como las líderes a nivel mundial.

El promedio de empresas que definieron su implementación como fallida, creció de 16% el año anterior a 21% en el 2015. El promedio de empresas que considerarían de nuevo al mismo proveedor, pasó de 76% el año anterior a 69% este año.

Una de las razones principales de lo anterior fue el hecho de que las empresas no tenían bien definidos y documentados sus procesos de negocios, por lo que tuvieron que recurrir a mucha personalización de la solución, lo que implicó costos y tiempos adicionales, así como alejarse de las mejores prácticas incluidas en la misma. También se identificaron otras causas como el impacto en el cambio de cultura dentro de la empresa, el compromiso de los colaboradores al éxito del proyecto y la falta de seguimiento constante durante el proceso de implementación.

Pero una de las razones más importantes fue el no haber seleccionado al implementador correcto; muchas veces por razones de costo y, otras tantas, por no haber puesto a prueba sus capacidades exigiendo una prueba de concepto o realizando un benchmark con un proceso de negocios de la empresa para comparar su desempeño contra otras empresas implementadoras. Esta última es una práctica que se está utilizando cada vez más en el mercado debido a que una cosa es la reputación de la empresa implementadora y otra es la capacidad de los recursos que van a incorporar al proyecto en cuestión.

Para finalizar en un tono positivo, existen ciertas recomendaciones que dan los expertos para asegurar el éxito en la implementación de una plataforma de negocios:

  • Tener un alcance definido, haciendo énfasis en los procesos críticos para el negocio.
  • Alinear a los grupos de trabajo para respetar el calendario de actividades.
  • Seleccionar una solución que realmente resuelva el giro de negocios de la empresa y que incluya mejores prácticas.
  • Reducir la personalización al máximo posible para evitar problemas futuros.
  • Validar que la solución brinde una interface consistente e intuitiva en todos sus módulos.
  • Dedicar el tiempo para la capacitación de un grupo de usuarios internos que serán los que capacitarán a sus compañeros de trabajo.
  • Fijar expectativas ajustadas a la realidad.
  • Colaborar con el proveedor y con el implementador para cumplir a tiempo con las actividades del plan de trabajo.
  • Respetar la metodología y poner los recursos adecuados a disponibilidad del proyecto.

Las soluciones de Plataforma de Negocios de clase mundial son altamente flexibles y permiten a las empresas ser proactivas en vez de reactivas a los cambios del mercado. Estas soluciones les ayudan a competir con ventaja, a operar de acuerdo a las mejores prácticas y a acelerar sus procesos de negocios incrementando la rentabilidad y minimizando los riesgos, con lo que podrán crecer y expandirse sobre una estructura de calidad mundial. Esto les permitirá focalizarse en mejorar sus fortalezas y diferenciadores y, al mismo tiempo, buscar nuevas fuentes de ingresos sabiendo que el negocio opera correctamente.

Si mantienen una relación de confianza con su proveedor, recibirán constantemente información acerca de nuevas funcionalidades y tecnologías incorporadas a la Plataforma de Negocios y de cómo otras empresas en el mundo la utilizan para incrementar sus niveles de servicio al cliente y desarrollar nuevos productos y servicios.

El éxito de su empresa se refleja positivamente en el éxito de su proveedor y en el éxito de la Plataforma de Negocios. Los invitamos a contactarse con nosotros para poder convertir la empresa que tienen en la empresa que quieren tener.


Fernando Martín del Campo

Director Ejecutivo IDS de Centroamérica

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