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<p class="text-align-center"><strong>“Conseguir la excelencia es un camino largo donde no puedes relajarte”</strong></p>\r\n
\r\n
<p class="text-align-center"> </p>\r\n
\r\n
<p> </p>\r\n
\r\n
<p>Hace 30 años, una veintena de grandes empresas decidieron unirse en España con el objetivo de impulsar la gestión excelente entre el tejido corporativo que operaba dentro de nuestras fronteras. Ese fue el germen del <u><a href="https://clubexcelencia.org/">Club Excelencia en Gestión</a></u>, que hoy acompaña a organizaciones de todo tipo, públicas y privadas, de grandes, medianas o pequeñas dimensiones, y de todos los sectores.</p>\r\n
\r\n
<p>Uno de sus fundadores fue <u><a href="https://www.santander.com/es/home">Banco Santander</a></u>, que lleva años trabajando con el <u><a href="https://clubexcelencia.org/conocimiento/modelo-efqm">Modelo EFQM</a></u>. Cuenta con un Sello EFQM 500+ y forma parte del grupo de ‘Embajadores de Excelencia Europea’ al haber superado la barrera de los 600 puntos EFQM en su última evaluación gracias a sus estrategias de gestión excelentes, innovadoras y sostenibles. De todo ello nos habla <strong>Ignacio Martín Cuevas, director de Experiencia de Cliente y Calidad de Banco Santander</strong>.</p>\r\n
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<p><strong>Una de las actividades del Club, la del reconocimiento a las organizaciones excelentes, ha evolucionado notablemente desde su nacimiento hasta la actualidad. ¿Qué han aportado estos reconocimientos, en forma de premios y Sellos EFQM, a las organizaciones reconocidas como Banco Santander?</strong></p>\r\n
\r\n
<p>El Club Excelencia en Gestión, como representante en España de la Fundación Europea para la Calidad (EFQM), es una “pieza clave” para impulsar a las organizaciones en la mejora de su gestión y resultados de manera continuada a través de la difusión y promoción de los modelos de excelencia, y actuando como motor de intercambio de las mejores prácticas entre empresas europeas de todos los sectores. El Club representa una plataforma ideal de intercambio de conocimientos y experiencias, sirviendo de <em>benchmarking</em> a las organizaciones que formamos parte de él.</p>\r\n
\r\n
<p>En Santander España decidimos, en 2015, impulsar el camino hacia la excelencia y presentarnos al reconocimiento europeo EFQM, con el objetivo de contrastar en términos de eficacia y eficiencia cómo hacemos las cosas y qué resultados queremos conseguir. El proceso de evaluación fue complejo, con una fuerte implicación de toda la organización y alcanzamos el Sello EFQM 500+ (Recognised for Excellence 5 Stars). Nuestra apuesta continua en el camino a la excelencia nos ha llevado a avanzar, de manera significativa, en cada una de las renovaciones hasta alcanzar el tramo de 650-700 puntos EFQM en 2019.</p>\r\n
\r\n
<p>La presencia en este nivel de excelencia nos ha supuesto, además, el reconocimiento concedido por el Club de ‘Embajadores de Excelencia Europea’, por la gestión innovadora y sostenible y nuestra apuesta por la transformación y las buenas prácticas. Por otro lado, supone un orgullo haber conseguido el año pasado el Premio Iberoamericano de la Calidad concedido por Fundibeq, en su categoría Oro, que recibimos en la XXVII Cumbre de Jefes de Estado y Gobierno de manos de Su Majestad el Rey.</p>\r\n
\r\n
<p>En Santander estamos obsesionados por el cliente y tenemos el firme propósito de ofrecer el mejor servicio para mejorar su satisfacción y el grado de recomendación (NPS), creando relaciones estables y duraderas, con el objetivo de construir la mejor plataforma abierta de servicios financieros, actuando con responsabilidad y ganándonos la confianza de nuestros empleados, clientes, accionistas y de la sociedad en general. Todo lo que hacemos ha de ser sencillo, personal y justo.</p>\r\n
\r\n
<p>Los reconocimientos obtenidos certifican un trabajo bien hecho, pero conseguir la excelencia es un camino largo donde no puedes relajarte, hay que afrontarlo con constancia, pasión y aprendizaje continuo. El Club Excelencia en Gestión es el mejor <em>coach</em> para las organizaciones que tenemos clara nuestra apuesta por la excelencia en la gestión.</p>\r\n
\r\n
<p> </p>\r\n
\r\n
<p><strong>¿Cómo ayuda el Club con sus servicios (actividades, asesoramiento, formación, etc.) en la transformación de sectores como el bancario?</strong></p>\r\n
\r\n
<p>Compartir las buenas prácticas con empresas en actividades como foros o coloquios donde se potencia el <em>networking </em>y el intercambio de conocimientos son experiencias valiosas e imprescindibles para afrontar los retos a los que nos enfrentamos. Como ejemplo actual, las lecciones aprendidas durante la pandemia y cómo nos estamos adaptando a esta nueva situación se han comentado por los expertos de diferentes organizaciones en los coloquios, dentro de un marco de confianza y realidad. Hemos compartido las acciones tomadas para adoptar las mejores soluciones y ayudar a la sociedad a conseguir una recuperación sostenible y resiliente para amortiguar los impactos que esta crisis está causando a las empresas de todos los sectores.</p>\r\n
\r\n
<p>Los programas formativos, el aprendizaje a través de la comparación de resultados de <em>benchmarking</em> y los encuentros anuales que nos ofrece el Club son eventos que ofrecen una visión externa de dónde se encuentra tu organización respecto al resto. Se trata de programas de alto nivel, con contenidos innovadores y flexibles que se adaptan a cualquier tipo de empresa, independientemente del sector al que pertenezcan.</p>\r\n
\r\n
<p>La apuesta del Club por el apoyo a la pequeña y mediana empresa hace también atractiva y universal su oferta de valor, que ayuda a dinamizar la apuesta por la excelencia en la pyme, lo que permite traccionar la mejora de la competitividad del país.</p>\r\n
\r\n
<p> </p>\r\n
\r\n
<p><strong>Destaque tres aportaciones y/o beneficios que Banco Santander haya obtenido de su pertenencia al Club Excelencia en Gestión en estos 30 años.</strong></p>\r\n
\r\n
<p>Es un privilegio para Santander ser socio fundador del Club e, incluso, durante algunos años participar activamente en los órganos de gobierno y ver de cerca su crecimiento junto al desarrollo de la sociedad española. Aunque han sido numerosos los beneficios, si tuviera que destacar los tres principales serían:</p>\r\n
\r\n
<ol>\r\n
\t<li><strong>Aprendizaje</strong>: la oportunidad de compartir el conocimiento de expertos y profesionales junto a los socios que formamos parte del Club Excelencia en Gestión.</li>\r\n
\t<li><strong>Ayuda a la transformación</strong>: facilitando el camino a las organizaciones en su transformación para lograr una gestión excelente, innovadora y sostenible, teniendo como referencia el Modelo EFQM.</li>\r\n
\t<li><strong>Mejora continua</strong>: el modelo de autoevaluación ayuda a establecer una dinámica de mejora continua en la organización y permite fijar planes de mejora concretos para cada uno de los criterios del Modelo EFQM.</li>\r\n
</ol>\r\n
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