{"id":543417,"date":"2025-09-26T06:59:36","date_gmt":"2025-09-26T06:59:36","guid":{"rendered":"https:\/\/www.capgemini.com\/co-es\/?post_type=client-story&#038;p=543417"},"modified":"2026-01-12T12:13:20","modified_gmt":"2026-01-12T12:13:20","slug":"definicion-de-un-nuevo-modelo-de-objetivos-estrategicos-para-sncf-optimservices","status":"publish","type":"client-story","link":"https:\/\/www.capgemini.com\/co-es\/news\/client-stories\/definicion-de-un-nuevo-modelo-de-objetivos-estrategicos-para-sncf-optimservices\/","title":{"rendered":"Definici\u00f3n de un nuevo modelo de objetivos estrat\u00e9gicos para SNCF Optim\u2019Services"},"content":{"rendered":"\n<header class=\"wp-block-cg-blocks-hero-reusable is-style-default header heroReusable  \"><div class=\"header-bgs\"><picture><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2020\/10\/Capgemini_Client-stories_SNCF-OptimServices.jpg?w=2880&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2020\/10\/Capgemini_Client-stories_SNCF-OptimServices.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 1500px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2020\/10\/Capgemini_Client-stories_SNCF-OptimServices.jpg?w=1440&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2020\/10\/Capgemini_Client-stories_SNCF-OptimServices.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 992px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2020\/10\/Capgemini_Client-stories_SNCF-OptimServices.jpg?w=1024&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2020\/10\/Capgemini_Client-stories_SNCF-OptimServices.jpg?w=1024&amp;quality=70 2x\" media=\"(min-width: 768px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2020\/10\/Capgemini_Client-stories_SNCF-OptimServices.jpg?w=768&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2020\/10\/Capgemini_Client-stories_SNCF-OptimServices.jpg?w=768&amp;quality=70 2x\" media=\"(min-width: 0)\"\/><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2020\/10\/Capgemini_Client-stories_SNCF-OptimServices.jpg\" class=\"header-img header-img-d\" alt=\"\" style=\"object-fit:cover;object-position:37% 39%\" loading=\"eager\"\/><\/picture><\/div><div class=\"heroPictureCardHeaderShape\"><\/div><div class=\"container\"><div class=\"row\"><div class=\"col-md-12\"><div class=\"box\"><div class=\"boxTagWrapper\"><div class=\"tagInfo\"><div><span class=\"box-tag\">Client story<\/span><\/div><\/div><div class=\"brandInfo\"><div class=\"brandLogo\"><img decoding=\"async\" loading=\"lazy\" src=\"\/wp-content\/themes\/capgemini2025\/assets\/images\/capgemini-invent-white.svg\" alt=\"capgemini-invent\" class=\"dark\"\/><img decoding=\"async\" loading=\"lazy\" src=\"\/wp-content\/themes\/capgemini2025\/assets\/images\/capgemini-invent.svg\" alt=\"capgemini-invent\" class=\"light\"\/><\/div><\/div><\/div><div class=\"box-title\"><h1 data-maxlength=\"34\">Definici\u00f3n de un nuevo modelo de objetivos estrat\u00e9gicos para SNCF Optim\u2019Services<\/h1><\/div><div class=\"inner-row-insight download-btn\"><\/div><\/div><div class=\"infoWrapper \"><div class=\"row\"><div class=\"col-md-4\"><span class=\"fieldName\">Client: SNCF Optim\u2019Services<\/span><\/div><div class=\"col-md-4\"><span class=\"fieldName\">Region: France<\/span><\/div><div class=\"col-md-4\"><span class=\"fieldName\">Industry: Hospitality &amp; travel<\/span><\/div><\/div><\/div><\/div><\/div><\/div><\/header>\n\n\n\n<section class=\"wp-block-cg-blocks-intro-para undefined section section--intro\"><div class=\"intro-para\"><div class=\"container\"><div class=\"row\"><div class=\"col-12 col-md-1\"><nav class=\"article-social\"><ul class=\"social-nav\"><li class=\"ip-order-fb\"><a href=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https:\/\/www.capgemini.com\/co-es\/news\/client-stories\/definicion-de-un-nuevo-modelo-de-objetivos-estrategicos-para-sncf-optimservices\/\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"Abrir en una nueva ventana\"><i aria-hidden=\"true\" class=\"icon-fb\"><\/i><span class=\"sr-only\">Facebook<\/span><\/a><\/li><li class=\"ip-order-li\"><a href=\"https:\/\/www.linkedin.com\/sharing\/share-offsite\/?url=https:\/\/www.capgemini.com\/co-es\/news\/client-stories\/definicion-de-un-nuevo-modelo-de-objetivos-estrategicos-para-sncf-optimservices\/\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"Abrir en una nueva ventana\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><span class=\"sr-only\">Linkedin<\/span><\/a><\/li><\/ul><\/nav><\/div><div class=\"col-12 col-md-11 col-lg-10\"><h2 class=\"intro-para-title\">SNCF Optim\u2019Services se asocia con Capgemini Invent para desarrollar una hoja de ruta de transformaci\u00f3n y desarrollar un nuevo modelo objetivo basado en indicadores de rendimiento clave.<\/h2><p class=\"intro-para-content\"><strong>Desaf\u00edo del cliente<\/strong>: Optim\u2019Services quer\u00eda lanzar una iniciativa de transformaci\u00f3n para servir mejor al Grupo SNCF tras su acuerdo con el gobierno franc\u00e9s para convertirse en una empresa estatal.<br><br><strong>Soluci\u00f3n<\/strong>: En asociaci\u00f3n con Capgemini Invent, Optim\u2019Services utiliz\u00f3 un enfoque de referencia y pensamiento estrat\u00e9gico para desarrollar una hoja de ruta de transformaci\u00f3n y desarrollar un nuevo modelo objetivo basado en palancas de rendimiento clave.<br><br><strong>Beneficios:<\/strong><br>&#8211; Mayor satisfacci\u00f3n del cliente<br>&#8211; Mayor productividad<br>&#8211; Mayor armonizaci\u00f3n del centro de servicios compartidos<\/p><\/div><\/div><\/div><\/div><\/section>\n\n\n\n<section class=\"wp-block-cg-blocks-intro-para-video section section--info-2cols section--insights section-video \"><div class=\"bg-color video-align-right\"><div class=\"container\"><div class=\"row video-align-left\"><div class=\"col-md-12\"><div class=\"video-align-left row box box--4 box--mini\"><div class=\"col-md-3\"><h3 class=\"Video-title\" data-maxlength=\"34\"><\/h3><div class=\"video-info\"><p data-maxlength=\"68\"><\/p><\/div><\/div><div class=\"col-md-8 box-img-wrapper\"><div class=\"video-box\"><div class=\"video-wrapper\"><iframe title=\"video-section\" src=\"https:\/\/www.youtube.com\/embed\/V1eevRRqjJ8?rel=0&amp;modestbranding=1&amp;playsinline=1&amp;enablejsapi=1\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture\" allowfullscreen loading=\"lazy\" referrerpolicy=\"strict-origin-when-cross-origin\"><\/iframe><\/div><\/div><\/div><div class=\"col-md-1\"><\/div><\/div><\/div><\/div><\/div><\/div><\/section>\n\n\n\n<section class=\"wp-block-cg-blocks-group undefined section--story-content article-body section section--article-content\"><div class=\"article-main-content\"><div class=\"container\"><div class=\"row\"><div class=\"col-12 col-md-11 col-lg-10 offset-md-1 offset-lg-1\"><div class=\"article-text article-quote-text\">\n<p>Optim\u2019Services se cre\u00f3 en 2015 como centro de producci\u00f3n para el departamento de servicios compartidos del Grupo SNCF. Los 3000 agentes de la empresa prestan servicios de apoyo de calidad a los distintos departamentos de la SNCF, como RR. HH., contabilidad, acci\u00f3n social, servicios m\u00e9dicos y el entorno laboral en general. Gracias a esta colaboraci\u00f3n, Optim\u2019Services y SNCF han implementado una amplia digitalizaci\u00f3n, simplificaci\u00f3n e industrializaci\u00f3n de la producci\u00f3n para mejorar considerablemente la calidad y la eficiencia de los servicios prestados.<\/p>\n\n\n\n<p>Como parte de un acuerdo con el gobierno franc\u00e9s sobre servicios ferroviarios y la reorganizaci\u00f3n del grupo SNCF en una empresa estatal, Optim\u2019Services anticip\u00f3 su futuro rol, propuesta de valor y lugar dentro de la nueva organizaci\u00f3n para lanzar una nueva iniciativa a finales de 2018. Esto le permiti\u00f3 identificar el modelo de transformaci\u00f3n propuesto, al tiempo que observaba las limitaciones de costes exigidas por el gobierno franc\u00e9s, relacionadas con los objetivos de rendimiento de la direcci\u00f3n general y las l\u00edneas de negocio del Grupo SNCF. Optim\u2019Service solicit\u00f3 a Capgemini Invent apoyo para definir un nuevo modelo estrat\u00e9gico, operativo y legal con el fin de transformar cada uno de los centros de servicios compartidos siguiendo las pr\u00e1cticas l\u00edderes del mercado y el modelo de Agrupaci\u00f3n de Inter\u00e9s Econ\u00f3mico.<\/p>\n\n\n\n<p>La organizaci\u00f3n colabor\u00f3 \u200b\u200bcon Capgemini Invent para impulsar el pensamiento estrat\u00e9gico dentro de la empresa mediante la definici\u00f3n de elementos de benchmarking que ilustraban las pr\u00e1cticas y la gobernanza, incluyendo la retroalimentaci\u00f3n de otros clientes de Capgemini. Adem\u00e1s, Optim\u2019Services y Capgemini movilizaron a los responsables de la toma de decisiones en torno a los conceptos clave del modelo objetivo: estrategia y posicionamiento, oferta y relaci\u00f3n con el cliente, estructura legal, gobernanza, modelo econ\u00f3mico, RR. HH., gesti\u00f3n social y empresarial.<\/p>\n\n\n\n<p>En colaboraci\u00f3n con Optim\u2019Services, Capgemini Invent desarroll\u00f3 escenarios en torno a los modelos organizativos, econ\u00f3micos y legales de la empresa. Estos se definieron mediante la identificaci\u00f3n de indicadores de rendimiento y la proyecci\u00f3n de trayectorias econ\u00f3micas a cinco a\u00f1os. El equipo trabaj\u00f3 para ampliar la agrupaci\u00f3n de servicios siguiendo una l\u00f3gica m\u00e1s integrada y continuando la prestaci\u00f3n de servicios integrales a la organizaci\u00f3n. Otros indicadores se centraron en la excelencia operativa y la innovaci\u00f3n, as\u00ed como en la unificaci\u00f3n de las relaciones con los clientes.<\/p>\n\n\n\n<p>El proyecto permiti\u00f3 a Optim\u2019Services definir su gobernanza, organizaci\u00f3n y trayectoria de rendimiento para desarrollar una hoja de ruta y alcanzar su modelo objetivo. Adem\u00e1s, la transformaci\u00f3n tambi\u00e9n permiti\u00f3 armonizar la organizaci\u00f3n del centro de servicios compartidos. Como resultado, Optim\u2019Services vio aumentar la satisfacci\u00f3n del cliente gracias a la mejora de los servicios, a la vez que mejor\u00f3 su productividad, superando los objetivos establecidos para el proyecto.<\/p>\n<\/div><\/div><\/div><\/div><\/div><\/section>\n","protected":false},"excerpt":{"rendered":"<p>SNCF Optim\u2019Services se asocia con Capgemini Invent para desarrollar una hoja de ruta de transformaci\u00f3n y desarrollar un nuevo modelo objetivo basado en criterios clave.<\/p>\n","protected":false},"author":103,"featured_media":543418,"template":"","meta":{"cg_dt_proposed_to":[],"cg_seo_hreflang_relations":"[]","cg_seo_canonical_relation":"","cg_seo_hreflang_x_default_relation":"{\"uuid\":\"31de823f-5473-4cda-95d1-5ec74a60fe67\",\"blogId\":\"\",\"domain\":\"\",\"sitePath\":\"\",\"postLink\":\"\",\"postId\":null,\"isSaved\":true,\"isCrossLink\":false,\"hasCrossLink\":false}","cg_dt_approved_content":true,"cg_dt_mandatory_content":false,"cg_dt_notes":"","cg_dg_source_changed":true,"cg_dt_link_disabled":false,"footnotes":"","client_logo_id":0,"client_logo_url":"","primary_term":"","featured_focal_points":""},"tags":[225],"brand":[79],"service":[],"industry":[117],"partners":[],"country":[281],"content-group":[],"class_list":["post-543417","client-story","type-client-story","status-publish","has-post-thumbnail","hentry","tag-client-story","brand-capgemini-invent","industry-hospitality-travel","country-france"],"yoast_head":"<!-- This site is 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