array:41 [
"nid" => array:1 [
0 => array:1 [
"value" => "1081"
]
]
"uuid" => array:1 [
0 => array:1 [
"value" => "8f69ee74-121b-4345-bcea-d678e6864ca4"
]
]
"vid" => array:1 [
0 => array:1 [
"value" => "16222"
]
]
"langcode" => array:1 [
0 => array:1 [
"value" => "es"
]
]
"type" => array:1 [
0 => array:3 [
"target_id" => "news"
"entity" => array:12 [
"uuid" => "cdbde231-e400-41bd-88c3-f72759282cf5"
"langcode" => "es"
"status" => true
"dependencies" => array:1 [
"module" => array:1 [
0 => "menu_ui"
]
]
"third_party_settings" => array:1 [
"menu_ui" => array:2 [
"available_menus" => []
"parent" => ""
]
]
"name" => "Noticia"
"type" => "news"
"description" => "Tipo de contenido para crear las noticias de actualidad (Noticias visión)"
"help" => null
"new_revision" => false
"preview_mode" => 0
"display_submitted" => false
]
"bundle" => "node_type"
]
]
"revision_timestamp" => array:1 [
0 => array:1 [
"value" => "1588891110"
]
]
"revision_uid" => array:1 [
0 => array:3 [
"target_id" => "1"
"entity" => array:34 [
"uid" => array:1 [
0 => array:1 [
"value" => "1"
]
]
"uuid" => array:1 [
0 => array:1 [
"value" => "6ab015dc-46d5-4a47-a520-30f788d92a65"
]
]
"langcode" => array:1 [
0 => array:1 [
"value" => "es"
]
]
"preferred_langcode" => array:1 [
0 => array:1 [
"value" => "es"
]
]
"preferred_admin_langcode" => []
"name" => array:1 [
0 => array:1 [
"value" => "admin.ceg"
]
]
"pass" => array:1 [
0 => array:1 [
"value" => "$2y$10$AqmBJsg222lQgyGbGqWfL.5xe9I/r9MemJDEyMRyPlFa.zZvYFm.C"
]
]
"mail" => array:1 [
0 => array:1 [
"value" => "admin@clubexcelencia.org"
]
]
"timezone" => array:1 [
0 => array:1 [
"value" => "UTC"
]
]
"status" => array:1 [
0 => array:1 [
"value" => "1"
]
]
"created" => array:1 [
0 => array:1 [
"value" => "1585648773"
]
]
"changed" => array:1 [
0 => array:1 [
"value" => "1756414962"
]
]
"access" => array:1 [
0 => array:1 [
"value" => "1769041065"
]
]
"login" => array:1 [
0 => array:1 [
"value" => "1769019655"
]
]
"init" => array:1 [
0 => array:1 [
"value" => "admin@clubexcelencia.org"
]
]
"roles" => array:2 [
0 => array:3 [
"target_id" => "administrator"
"entity" => array:9 [
"uuid" => "4c1b9f05-4105-4095-8172-93bcd4958079"
"langcode" => "en"
"status" => true
"dependencies" => []
"id" => "administrator"
"label" => "Administrador Drupal"
"weight" => -8
"is_admin" => true
"permissions" => []
]
"bundle" => "user_role"
]
1 => array:3 [
"target_id" => "administrador"
"entity" => array:9 [
"uuid" => "e91c0206-2fbd-41e6-a53a-12449f52c4f7"
"langcode" => "es"
"status" => true
"dependencies" => array:2 [
"config" => array:49 [
0 => "filter.format.basic_html"
1 => "filter.format.filtered_html"
2 => "filter.format.full_html_admin"
3 => "media.type.file"
4 => "media.type.file_image"
5 => "media.type.image"
6 => "media.type.image_background"
7 => "media.type.image_logo"
8 => "media.type.speaker"
9 => "media.type.video"
10 => "node.type.annual_report"
11 => "node.type.application_product"
12 => "node.type.award_product"
13 => "node.type.blog"
14 => "node.type.course"
15 => "node.type.course_product"
16 => "node.type.diagnosis_product"
17 => "node.type.event"
18 => "node.type.government_body"
19 => "node.type.government_committee"
20 => "node.type.knowledge"
21 => "node.type.knowledge_document"
22 => "node.type.knowledge_link"
23 => "node.type.layout"
24 => "node.type.news"
25 => "node.type.page"
26 => "node.type.partner"
27 => "node.type.press_release"
28 => "node.type.publication_product"
29 => "node.type.sponsor"
30 => "taxonomy.vocabulary.authors"
31 => "taxonomy.vocabulary.company_type"
32 => "taxonomy.vocabulary.criteria_efqm_2020"
33 => "taxonomy.vocabulary.delivery_method"
34 => "taxonomy.vocabulary.document_type"
35 => "taxonomy.vocabulary.event_type"
36 => "taxonomy.vocabulary.featured_content_sections"
37 => "taxonomy.vocabulary.government_body"
38 => "taxonomy.vocabulary.groups"
39 => "taxonomy.vocabulary.knowledge_type"
40 => "taxonomy.vocabulary.ods"
41 => "taxonomy.vocabulary.organiser"
42 => "taxonomy.vocabulary.sectors"
43 => "taxonomy.vocabulary.tags"
44 => "taxonomy.vocabulary.topics"
45 => "taxonomy.vocabulary.training_areas"
46 => "taxonomy.vocabulary.training_type"
47 => "taxonomy.vocabulary.values"
48 => "workflows.workflow.workflow_content"
]
"module" => array:40 [
0 => "block"
1 => "block_content"
2 => "block_content_permissions"
3 => "ceg_anonymous_users"
4 => "ceg_commerce_invoice"
5 => "ceg_commerce_promotions"
6 => "ceg_commerce_subscription"
7 => "ceg_common"
8 => "ceg_content_product"
9 => "ceg_content_structures"
10 => "ceg_erp_model"
11 => "ceg_notification"
12 => "ceg_partners"
13 => "ceg_registration"
14 => "ceg_subscription"
15 => "ceg_user"
16 => "commerce_invoice"
17 => "commerce_order"
18 => "conditional_fields"
19 => "content_moderation"
20 => "content_translation"
21 => "context_ui"
22 => "contextual"
23 => "file"
24 => "filter"
25 => "hide_revision_field"
26 => "locale"
27 => "media"
28 => "menu_link_content"
29 => "node"
30 => "paragraphs"
31 => "path"
32 => "pathauto"
33 => "sitemap"
34 => "system"
35 => "taxonomy"
36 => "toolbar"
37 => "votingapi_widgets"
38 => "webform"
39 => "yoast_seo"
]
]
"id" => "administrador"
"label" => "Administrador CEG"
"weight" => -7
"is_admin" => null
"permissions" => array:385 [
0 => "access administration pages CEG"
1 => "access block library"
2 => "access content"
3 => "access content overview"
4 => "access contextual links"
5 => "access files overview"
6 => "access media overview"
7 => "access revision field"
8 => "access sitemap"
9 => "access synchronize user form"
10 => "access taxonomy overview"
11 => "access toolbar"
12 => "access user profiles"
13 => "access webform submission user"
14 => "add ceg content product entities"
15 => "administer block content"
16 => "administer block content types"
17 => "administer block types"
18 => "administer blocks"
19 => "administer ceg invoices"
20 => "administer ceg notification settings"
21 => "administer ceg promotions"
22 => "administer ceg subscription"
23 => "administer content translation"
24 => "administer contexts"
25 => "administer media"
26 => "administer nodes"
27 => "administer taxonomy"
28 => "administer users"
29 => "administer yoast seo"
30 => "create annual_report content"
31 => "create application_product content"
32 => "create award_product content"
33 => "create banner block content"
34 => "create banner_side block content"
35 => "create blog content"
36 => "create content translations"
37 => "create course content"
38 => "create course_product content"
39 => "create diagnosis_product content"
40 => "create event content"
41 => "create file media"
42 => "create file_image media"
43 => "create government_body content"
44 => "create government_committee content"
45 => "create image media"
46 => "create image_background media"
47 => "create image_logo media"
48 => "create knowledge content"
49 => "create layout content"
50 => "create media"
51 => "create news content"
52 => "create page content"
53 => "create partner content"
54 => "create press_release content"
55 => "create publication_product content"
56 => "create speaker media"
57 => "create sponsor content"
58 => "create terms in authors"
59 => "create terms in company_type"
60 => "create terms in criteria_efqm_2020"
61 => "create terms in delivery_method"
62 => "create terms in document_type"
63 => "create terms in event_type"
64 => "create terms in featured_content_sections"
65 => "create terms in government_body"
66 => "create terms in groups"
67 => "create terms in knowledge_type"
68 => "create terms in ods"
69 => "create terms in organiser"
70 => "create terms in sectors"
71 => "create terms in tags"
72 => "create terms in topics"
73 => "create terms in training_areas"
74 => "create terms in training_type"
75 => "create terms in values"
76 => "create url aliases"
77 => "create video media"
78 => "delete all revisions"
79 => "delete annual_report revisions"
80 => "delete any annual_report content"
81 => "delete any application_product content"
82 => "delete any award_product content"
83 => "delete any banner block content"
84 => "delete any blog content"
85 => "delete any course content"
86 => "delete any course_product content"
87 => "delete any diagnosis_product content"
88 => "delete any event content"
89 => "delete any file media"
90 => "delete any file_image media"
91 => "delete any government_body content"
92 => "delete any government_committee content"
93 => "delete any image media"
94 => "delete any image_background media"
95 => "delete any image_logo media"
96 => "delete any knowledge content"
97 => "delete any knowledge_document content"
98 => "delete any knowledge_link content"
99 => "delete any media"
100 => "delete any news content"
101 => "delete any page content"
102 => "delete any partner content"
103 => "delete any press_release content"
104 => "delete any publication_product content"
105 => "delete any speaker media"
106 => "delete any sponsor content"
107 => "delete any video media"
108 => "delete application_product revisions"
109 => "delete award_product revisions"
110 => "delete blog revisions"
111 => "delete ceg content product entities"
112 => "delete content translations"
113 => "delete course revisions"
114 => "delete course_product revisions"
115 => "delete diagnosis_product revisions"
116 => "delete event revisions"
117 => "delete government_body revisions"
118 => "delete government_committee revisions"
119 => "delete knowledge revisions"
120 => "delete knowledge_document revisions"
121 => "delete knowledge_link revisions"
122 => "delete media"
123 => "delete news revisions"
124 => "delete own annual_report content"
125 => "delete own application_product content"
126 => "delete own award_product content"
127 => "delete own blog content"
128 => "delete own course content"
129 => "delete own course_product content"
130 => "delete own diagnosis_product content"
131 => "delete own event content"
132 => "delete own file media"
133 => "delete own file_image media"
134 => "delete own files"
135 => "delete own government_body content"
136 => "delete own government_committee content"
137 => "delete own image media"
138 => "delete own image_background media"
139 => "delete own image_logo media"
140 => "delete own knowledge content"
141 => "delete own knowledge_document content"
142 => "delete own knowledge_link content"
143 => "delete own news content"
144 => "delete own page content"
145 => "delete own partner content"
146 => "delete own press_release content"
147 => "delete own publication_product content"
148 => "delete own speaker media"
149 => "delete own sponsor content"
150 => "delete own video media"
151 => "delete page revisions"
152 => "delete partner revisions"
153 => "delete press_release revisions"
154 => "delete publication_product revisions"
155 => "delete sponsor revisions"
156 => "delete terms in authors"
157 => "delete terms in company_type"
158 => "delete terms in criteria_efqm_2020"
159 => "delete terms in delivery_method"
160 => "delete terms in document_type"
161 => "delete terms in event_type"
162 => "delete terms in featured_content_sections"
163 => "delete terms in government_body"
164 => "delete terms in groups"
165 => "delete terms in knowledge_type"
166 => "delete terms in ods"
167 => "delete terms in organiser"
168 => "delete terms in sectors"
169 => "delete terms in tags"
170 => "delete terms in topics"
171 => "delete terms in training_areas"
172 => "delete terms in training_type"
173 => "delete terms in values"
174 => "edit any annual_report content"
175 => "edit any application_product content"
176 => "edit any award_product content"
177 => "edit any blog content"
178 => "edit any course content"
179 => "edit any course_product content"
180 => "edit any diagnosis_product content"
181 => "edit any event content"
182 => "edit any file media"
183 => "edit any file_image media"
184 => "edit any government_body content"
185 => "edit any government_committee content"
186 => "edit any image media"
187 => "edit any image_background media"
188 => "edit any image_logo media"
189 => "edit any knowledge content"
190 => "edit any knowledge_document content"
191 => "edit any knowledge_link content"
192 => "edit any layout content"
193 => "edit any news content"
194 => "edit any page content"
195 => "edit any partner content"
196 => "edit any press_release content"
197 => "edit any publication_product content"
198 => "edit any speaker media"
199 => "edit any sponsor content"
200 => "edit any video media"
201 => "edit ceg content product entities"
202 => "edit ceg partners"
203 => "edit newsletter subscription entities"
204 => "edit own annual_report content"
205 => "edit own application_product content"
206 => "edit own award_product content"
207 => "edit own blog content"
208 => "edit own course content"
209 => "edit own course_product content"
210 => "edit own diagnosis_product content"
211 => "edit own event content"
212 => "edit own file media"
213 => "edit own file_image media"
214 => "edit own government_body content"
215 => "edit own government_committee content"
216 => "edit own image media"
217 => "edit own image_background media"
218 => "edit own image_logo media"
219 => "edit own knowledge content"
220 => "edit own knowledge_document content"
221 => "edit own knowledge_link content"
222 => "edit own layout content"
223 => "edit own news content"
224 => "edit own page content"
225 => "edit own partner content"
226 => "edit own press_release content"
227 => "edit own publication_product content"
228 => "edit own speaker media"
229 => "edit own sponsor content"
230 => "edit own video media"
231 => "edit own vote on node:course:field_voting"
232 => "edit terms in authors"
233 => "edit terms in company_type"
234 => "edit terms in criteria_efqm_2020"
235 => "edit terms in delivery_method"
236 => "edit terms in document_type"
237 => "edit terms in event_type"
238 => "edit terms in featured_content_sections"
239 => "edit terms in government_body"
240 => "edit terms in groups"
241 => "edit terms in knowledge_type"
242 => "edit terms in ods"
243 => "edit terms in organiser"
244 => "edit terms in sectors"
245 => "edit terms in tags"
246 => "edit terms in topics"
247 => "edit terms in training_areas"
248 => "edit terms in training_type"
249 => "edit terms in values"
250 => "notify of path changes"
251 => "revert all revisions"
252 => "revert annual_report revisions"
253 => "revert application_product revisions"
254 => "revert award_product revisions"
255 => "revert blog revisions"
256 => "revert course revisions"
257 => "revert course_product revisions"
258 => "revert diagnosis_product revisions"
259 => "revert event revisions"
260 => "revert government_body revisions"
261 => "revert government_committee revisions"
262 => "revert knowledge revisions"
263 => "revert knowledge_document revisions"
264 => "revert knowledge_link revisions"
265 => "revert news revisions"
266 => "revert page revisions"
267 => "revert partner revisions"
268 => "revert press_release revisions"
269 => "revert publication_product revisions"
270 => "revert sponsor revisions"
271 => "send test mail ceg notification"
272 => "translate annual_report node"
273 => "translate any entity"
274 => "translate application_product node"
275 => "translate award_product node"
276 => "translate block_content"
277 => "translate blog node"
278 => "translate company_type taxonomy_term"
279 => "translate course node"
280 => "translate course_product node"
281 => "translate diagnosis_product node"
282 => "translate document_type taxonomy_term"
283 => "translate event node"
284 => "translate featured_content_sections taxonomy_term"
285 => "translate file media"
286 => "translate file_image media"
287 => "translate government_body node"
288 => "translate government_body taxonomy_term"
289 => "translate groups taxonomy_term"
290 => "translate image media"
291 => "translate interface"
292 => "translate knowledge node"
293 => "translate knowledge_document node"
294 => "translate knowledge_link node"
295 => "translate menu_link_content"
296 => "translate news node"
297 => "translate page node"
298 => "translate paragraph"
299 => "translate press_release node"
300 => "translate publication_product node"
301 => "translate sectors taxonomy_term"
302 => "translate speaker media"
303 => "translate tags taxonomy_term"
304 => "translate topics taxonomy_term"
305 => "translate training_areas taxonomy_term"
306 => "translate training_type taxonomy_term"
307 => "translate video media"
308 => "update any banner block content"
309 => "update any banner_side block content"
310 => "update any basic block content"
311 => "update any call_to_action block content"
312 => "update any cards_news block content"
313 => "update any ceg_banner_image_block block content"
314 => "update any ceg_banner_text_block block content"
315 => "update any ceg_footer_links_block block content"
316 => "update any ceg_header_content_block block content"
317 => "update any content_featured_news block content"
318 => "update any counter block content"
319 => "update any hero_slide block content"
320 => "update any html block content"
321 => "update any iconos_rrss block content"
322 => "update any icons_2 block content"
323 => "update any icons_3 block content"
324 => "update any icons_4 block content"
325 => "update any image_popup block content"
326 => "update any imagen block content"
327 => "update any media"
328 => "update any rrss block content"
329 => "update any tabs block content"
330 => "update any test_bloque_html block content"
331 => "update any text block content"
332 => "update any texto_imagen_botones block content"
333 => "update any tribloque_servicios block content"
334 => "update content translations"
335 => "update media"
336 => "use text format basic_html"
337 => "use text format filtered_html"
338 => "use text format full_html_admin"
339 => "use workflow_content transition create_new_draft"
340 => "use workflow_content transition publish"
341 => "use workflow_content transition unpublished"
342 => "use yoast seo"
343 => "view all media revisions"
344 => "view all revisions"
345 => "view annual_report revisions"
346 => "view any unpublished content"
347 => "view any webform submission"
348 => "view application_product revisions"
349 => "view award_product revisions"
350 => "view blog revisions"
351 => "view ceg anonymous users"
352 => "view commerce_invoice"
353 => "view commerce_order"
354 => "view complete card all data socios"
355 => "view conditional fields"
356 => "view course revisions"
357 => "view course_product revisions"
358 => "view default commerce_invoice"
359 => "view diagnosis_product revisions"
360 => "view event revisions"
361 => "view government_body revisions"
362 => "view government_committee revisions"
363 => "view id paragraph"
364 => "view knowledge revisions"
365 => "view knowledge_document revisions"
366 => "view knowledge_link revisions"
367 => "view latest version"
368 => "view media"
369 => "view news revisions"
370 => "view own unpublished content"
371 => "view own unpublished media"
372 => "view own webform submission"
373 => "view page revisions"
374 => "view partner revisions"
375 => "view press_release revisions"
376 => "view publication_product revisions"
377 => "view published ceg content product entities"
378 => "view published cegregistration entities"
379 => "view published newsletter subscription entities"
380 => "view restricted block content"
381 => "view sponsor revisions"
382 => "view the administration theme"
383 => "view unpublished ceg content product entities"
384 => "view unpublished paragraphs"
]
]
"bundle" => "user_role"
]
]
"default_langcode" => array:1 [
0 => array:1 [
"value" => "1"
]
]
"metatag" => array:3 [
0 => array:2 [
"tag" => "meta"
"attributes" => array:2 [
"name" => "title"
"content" => "Super Administrador DRUPAL | Club Excelencia en Gestión"
]
]
1 => array:2 [
"tag" => "meta"
"attributes" => array:2 [
"name" => "description"
"content" => "Club Excelencia en Gestión"
]
]
2 => array:2 [
"tag" => "link"
"attributes" => array:2 [
"rel" => "canonical"
"href" => "https://ceg.dev-website.es/user/1"
]
]
]
"customer_profiles" => array:2 [
0 => array:3 [
"target_id" => "10528"
"entity" => array:17 [
"profile_id" => array:1 [
0 => array:1 [
"value" => "10528"
]
]
"uuid" => array:1 [
0 => array:1 [
"value" => "1996fa23-e140-4987-b176-87066a8d9f82"
]
]
"revision_id" => array:1 [
0 => array:1 [
"value" => "10528"
]
]
"type" => array:1 [
0 => array:3 [
"target_id" => "customer"
"entity" => array:14 [
"uuid" => "6391bba6-494b-4ee4-ae02-3fff24c2a1a8"
"langcode" => "es"
"status" => true
"dependencies" => array:1 [
"enforced" => array:1 [
"module" => array:1 [
0 => "commerce_order"
]
]
]
"third_party_settings" => array:1 [
"commerce_order" => array:1 [
"customer_profile_type" => true
]
]
"_core" => array:1 [
"default_config_hash" => "I3_fH4tUQVejPgxvJzH1-mGg9A9OaY4Hm5iN2G2Fz20"
]
"id" => "customer"
"label" => "Datos del cliente"
"display_label" => "Datos del cliente"
"multiple" => true
"registration" => true
"roles" => []
"allow_revisions" => false
"new_revision" => false
]
"bundle" => "profile_type"
]
]
"revision_created" => array:1 [
0 => array:1 [
"value" => "1640190548"
]
]
"revision_user" => array:1 [
0 => array:3 [
"target_id" => "0"
"entity" => array:34 [
"uid" => array:1 [
0 => array:1 [
"value" => "0"
]
]
"uuid" => array:1 [
0 => array:1 [
"value" => "9a5afebc-621c-47c2-900e-b932c843c9fc"
]
]
"langcode" => array:1 [
0 => array:1 [
"value" => "es"
]
]
"preferred_langcode" => array:1 [
0 => array:1 [
"value" => "es"
]
]
"preferred_admin_langcode" => []
"name" => array:1 [
0 => array:1 [
"value" => ""
]
]
"pass" => []
"mail" => []
"timezone" => array:1 [
0 => array:1 [
"value" => "UTC"
]
]
"status" => array:1 [
0 => array:1 [
"value" => "0"
]
]
"created" => array:1 [
0 => array:1 [
"value" => "1585648773"
]
]
"changed" => array:1 [
0 => array:1 [
"value" => "1687431623"
]
]
"access" => array:1 [
0 => array:1 [
"value" => "0"
]
]
"login" => array:1 [
0 => array:1 [
"value" => "0"
]
]
"init" => []
"roles" => []
"default_langcode" => array:1 [
0 => array:1 [
"value" => "1"
]
]
"metatag" => array:3 [
0 => array:2 [
"tag" => "meta"
"attributes" => array:2 [
"name" => "title"
"content" => "Anónimo | Club Excelencia en Gestión"
]
]
1 => array:2 [
"tag" => "meta"
"attributes" => array:2 [
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Madrid, diciembre 2017
Quizá la experiencia del empleado puede ser una clave para tratar la experiencia del cliente. Ese fue el tema abordado en el Management talk celebrado en la sede de NH y en el que han participado representantes de Adecco, Aena, Caixabank, Gas Natural Fenosa, Iberdrola, Quirón salud y Red Eléctrica de España.
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<p><br />\r\n
<img alt="Management Talks en NH: Experiencia empleado y cliente" src="sites/default/files/fotos/images/conectividad/talleres/management-talks-nh-experiencia-empleado-cliente2.jpg" style="display:block; height:auto; margin-left:auto; margin-right:auto; max-width:675px; width:100%" /></p>\r\n
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<p>
</p>\r\n
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<p>Madrid, diciembre 2017</p>\r\n
\r\n
<p>
</p>\r\n
\r\n
<p>Quizá la experiencia del empleado puede ser una clave para tratar la experiencia del cliente. Ese fue el tema abordado en el Management talk celebrado en la sede de NH y en el que han participado representantes de Adecco, Aena, Caixabank, Gas Natural Fenosa, Iberdrola, Quirón salud y Red Eléctrica de España.</p>\r\n
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<p>
</p>\r\n
\r\n
<p>“La experiencia del empleado como una de las claves de la experiencia del cliente” fue el punto de partida para abordar este asunto desde distintos enfoques. Se trató la encuesta de satisfacción de personas como un mecanismo muy eficaz para calibrar, junto con otras medidas, la percepción de los miembros de la organización sobre la eficacia de las políticas y procesos de gestión y desarrollo de las personas. Existen diversos formatos y contenidos para el desarrollo de esta encuesta, si bien, es importante considerar que la misma puede acarrear el riesgo de contener las cuestiones que la organización desee contrastar sin tener en cuenta los aspectos que pudieran ser relevantes.</p>\r\n
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<p>
</p>\r\n
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<p>Según los asistentes, es importante definir el concepto de experiencia de empleado y diferenciarlo claramente de la propuesta de valor al empleado. En el primero de los casos es clave centrarse en los aspectos “micro” que generan experiencias positivas o negativas en el día a día. En este sentido, es clave alinear esta experiencia del empleado con la experiencia del cliente final. Para ello es válido apoyarse en las mismas herramientas y metodologías para la medición y mejora de la experiencia del cliente. Por ejemplo, segmentando a las personas de la organización y seleccionando aquel segmento sobre el que mejorar la experiencia y el alcance que queremos mejorar; Empatizando con el “prototipo medio” de persona dentro de este colectivo; También es válido describir el Journey Map recogiendo la experiencia actual y midiendo la experiencia en los diferentes “touch points; y diseñar nuevas experiencias en aquellos ámbitos que así lo requieran.</p>\r\n
\r\n
<p>
</p>\r\n
\r\n
<p>También existen otras fórmulas más apropiadas para medir la experiencia del empleado como indicadores de alerta ante determinadas situaciones que pueden representar una amenaza u oportunidad respecto a su impacto en la experiencia del empleado; evaluación ascendente/descendente; entrevistas y “focus group” con empleados; Foros de debate donde las personas puedan hablar abiertamente para conocer lo que realmente les falta para “ser felices” en sus puestos de trabajo; o un canal anónimo para la comunicación de posibles incidencias internas que puedan impactar en la experiencia.</p>\r\n
\r\n
<p>
</p>\r\n
\r\n
<p>Uno de los debates abordados fue el relacionado con las “personas en front del cliente.” Una primera estrategia al respecto podría ser internalizar los servicios prestados por un tercero. En este sentido es importante considerar la rentabilidad real de la operación. Igual que las organizaciones desean, en general, mantener relaciones a largo plazo con sus clientes o buscar su vinculación, la relación con las empresas proveedoras de personal subcontratado deberían establecerse a largo plazo y basarse en una visión de colaboración.</p>\r\n
\r\n
<p>
</p>\r\n
\r\n
<p>El cliente externo no tiene que distinguir en su relación con la organización si la persona con la que interactúa es o no de la plantilla. Es clave desarrollar acciones para que las personas externas tengan una clara consciencia que, si bien trabajan “para” una organización en realidad trabajan “en” esa misma organización.</p>\r\n
\r\n
<p>
</p>\r\n
\r\n
<p>Algunas acciones fundamentales para evitar una visión de “empleados de primera y de segunda” pueden ser proporcionar información, comunicación y reconocimiento al mismo nivel que a las personas de la propia estructura, definir bien las atribuciones de las personas y ayudarles a entender qué cuestiones y situaciones están dentro/fuera de su perímetro de actuación; avanzar en la capacidad de integración y de generación de equipo de la personas con mando, haciéndoles partícipes en acciones de comunicación y reconocimiento a las personas de fuera de la estructura de la empresa; compartiendo espacios y materiales de trabajo con las personas internas; haciendo que los servicios internos que reciben para el desarrollo de su trabajo sean lo más eficaces posibles.</p>\r\n
\r\n
<p>
</p>\r\n
\r\n
<p>En relación con los reconocimientos de las personas, el esquema de reconocimientos podría considerar cuestiones como que, igual que no todos los clientes aprecian igual los atributos de los productos y servicios de la organización, y ésta establece una segmentación para ajustar su oferta, igual ocurre con las personas; no todas entienden el reconocimiento de la misma manera. Éste debe producirse de manera rápida tras el hecho a reconocer enviando felicitaciones o menciones de los clientes a la persona o equipo aludido; debe tener continuidad en la esfera personal; debería incorporar a la estructura jerárquica de manera natural y no simbólica.</p>\r\n
\r\n
<p>
</p>\r\n
\r\n
<p>Este Management talk se celebró el pasado 23 de noviembre de 2017 siguiendo la iniciativa desarrollada por el Club Excelencia en Gestión, relacionada con la co-creación y el aprendizaje entre organizaciones excelentes. En esta edición se partió de la base de que en un entorno donde la “comoditización” de los productos y servicios cada vez es más extendida, garantizar la satisfacción de los clientes se ha convertido en una condición necesaria para poder mantenerse en el mercado. Por otro lado, este enfoque debe ser complementado, yendo más allá de una estrategia de mínimos, con la generación de experiencias memorables para ser más competitivos y diferenciales.</p>\r\n
\r\n
<p>
</p>\r\n
\r\n
<p>En este contexto, además de diseñar y producir experiencias positivas en los clientes, desarrollar la experiencia de las personas que se relacionan con ellos, directamente o indirectamente, resulta uno de los elementos clave para poder apalancar una Cultura de la Experiencia.</p>\r\n
\r\n
<p>
</p>\r\n
\r\n
<p>El documento completo sobre este encuentro se puede leer en el siguiente <a href="http://www.agoraceg.org/banco-conocimiento/documentos-management-talks-la-experiencia-del-empleado-como-una-de-las-claves-de" rel="noopener noreferrer" target="_blank">link</a>.</p>\r\n
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<p>
</p>\r\n
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<div>
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