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A mi mamá, por su incondicional amor y dedicación. A mi papá, por su inmenso cariño y total
entrega a sus hijos. A mi hermanita, por su alegría y eterna compañía. Al resto de mi familia y
amigos. Andrés.
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A mi profesor guía, Eduardo Acuña, por toda su dedicación y trabajo; él fue quien me dio la idea
de este tema y me orientó en todo momento. Sin su constante apoyo, la realización de este
Seminario no habría sido posible.
A mi tío, Felipe Straub, por su sabiduría e incondicional apoyo.
A los funcionarios de EFE que me ayudaron en la investigación del caso; respeto su
solicitud de mantener en reserva sus identidades.
A Leoncio Astete, por su gran disposición y generosidad.
A mi mamá, quien me ayudó en la redacción.
A todas las personas que colaboraron con el desarrollo de este Seminario de Título.
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Actualmente, las organizaciones se desenvuelven en un entorno complejo, dinámico y poco
predecible; en este escenario, la amenaza de crisis se hace cada vez más latente. Este tema cobra
especial relevancia, luego de que en los últimos años, muchas organizaciones en Chile han
experimentado situaciones de crisis.
Este Seminario de Título tiene el objetivo de conocer en profundidad sobre las crisis
organizacionales, presentando, en primer lugar, un análisis bibliográfico con diferentes enfoques
y, luego, estableciendo una relación entre la teoría y la realidad, a través del análisis de un caso
de crisis organizacional ocurrido en una empresa estatal chilena.
La crisis se define como una situación compleja, que se explica por una o más causas,
significa la perturbación del equilibrio y representa una amenaza a la viabilidad de la
organización; es de difícil solución, pues generalmente no se posee las herramientas adecuadas
para ello; presenta un tiempo limitado, por lo que requiere de acciones inmediatas; genera una
reestructuración interna y significa un cambio, del cual las organizaciones pueden aprender y
crecer.
No existe ninguna organización inmune a la crisis. En un mundo competitivo, las
organizaciones están siendo constantemente amenazadas por su entorno. Además, en el interior
de ellas existen múltiples factores que pueden influir en la gestación y desencadenamiento de
una crisis. En este contexto, es importante atender a los factores internos y externos para evitar
las crisis y/o hacer un manejo apropiado de ellas.
En momentos de crisis, en las organizaciones muchos paradigmas deben romperse; se
requiere de flexibilidad y dinamismo, no sólo con el objetivo de superar la crisis, sino también
para aprender de ella y salir fortalecido.
A pesar de que no existe mucha bibliografía acerca del manejo de crisis -lo que en la
mayoría de las organizaciones no es considerado prioritario-, en la actualidad este tema cobra
vital importancia, por los efectos que pueden tener las crisis sobre las organizaciones.
El presente Seminario consta de tres partes.
La Primera Parte corresponde al Marco Teórico, el que tiene como objetivo presentar el
tema de crisis en organizaciones. La primera parte consta de seis capítulos: (1) concepto de
crisis, (2) tipos de crisis, (3) fases de la crisis, (4) causas y consecuencias de la crisis, (5) crisis y
cambio y, por último, (6) preparación y gestión de crisis.
En la Segunda Parte (Estudio de Caso), se realiza el análisis de una situación real de crisis
en Chile. La organización escogida es la Empresa de Ferrocarriles del Estado (EFE), que vivió
una situación de crisis a fines de 2002. En primer lugar se presenta el caso y, posteriormente, su
análisis.
La Tercera Parte corresponde a las Conclusiones Generales del caso; en esta parte se
incluyen las conclusiones más importantes del Marco Teórico, luego las principales conclusiones
del Estudio de Caso y, por último, se presentan las consideraciones y recomendaciones finales.
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MM 43"5 !67 "8&

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