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Influencia de las nuevas tecnologías en la gestión del conocimiento y su contribución a la innovación en el sector bancario

  • Autores: Carles Planuch Prats
  • Directores de la Tesis: Ramón Salvador Vallès (dir. tes.)
  • Lectura: En la Universitat Politècnica de Catalunya (UPC) ( España ) en 2019
  • Idioma: español
  • Tribunal Calificador de la Tesis: Manuel Rodenes Adam (presid.), Carolina Consolación Segura (secret.), Salomé Valero Cumplido (voc.)
  • Programa de doctorado: Programa de Doctorado en Administración y Dirección de Empresas por la Universidad Politécnica de Catalunya
  • Materias:
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  • Resumen
    • Knowledge constitutes one of the key intangible assets for organizations. However, the mere possession of knowledge, however valuable it may be, does not necessarily imply obtaining a competitive advantage. It is necessary to develop an efficient management of it, which implies the development of different activities and attitudes that promote the acquisition, assimilation and transformation of knowledge. In this sense, this work aims to provide empirical evidence of the importance of information technology and communication (ICT) and knowledge management (KM) in the innovation of the company as well as its performance. Based on this purpose, the following general objective is presented: The construction of a relational explanatory model that involves QA practices, innovation and ICT.

      There are many studies that run in the search for the real causes of the presence of innovation in companies, although the number of investigations is diminished when they are focused on the field of the financial sector. Traditionally, the financial sector has been one of the areas of business .., where many resources have been invested in ICT, and this digital transformation is having a significant impact on the habits of customers who use, increasingly, different business channels .., cio. The main Spanish financial entities (Santander, BBVA and CaixaBank) provide all kinds of communication channels, m unications, such as forums, knowledge communities, social networks, apps, intranets, etc. to improve the capacity of the organization and create knowledge from both employees and customers. In the last decade, the increase in the use of Web 2.0 tools by the banking sector has been notable, as well as the orientation towards electronic banking of numerous entities fostered by the vertiginous development of ICT.

      Therefore, taking into account the need to increase knowledge about the relationship cited above, the main differential aspect of this thesis is to expand knowledge about the creation of value in innovation through the use of ICT in CG and its effects in organizational performance in the financial sector. Specifically, based on hypotheses designed to corroborate whether the increase in the degree of use of ICT contributes to the innovation of products, services and improvements in CaixaBank's processes. In addition to an improvement in the capacity of the GC and the performance of the organization.

      Thus, the results obtained in the case of the CaixaBank financial entity during the period from 2006 to 2015. It is clear that the increase in the degree of use of ICT in QA processes and innovation has allowed, among others, the digitalization of processes, multichannel, the creation of on-line services and multi-device Web 2.0 tools have facilitated the emergence of CaixaBank in social networks and the creation of communities of innovation and knowledge, both for customers and employees. It is therefore certified that CaixaBank fulfills the hypothesis on whether the degree of use of ICT benefits the innovation of financial products and services and the results of CaixaBank.


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