- Banco Popular, NH Hoteles, Telefonica, and Aena are large Spanish companies that use information technology to improve performance and customer satisfaction. - Banco Popular is the third largest banking group in Spain while NH Hoteles plans to expand significantly. - Telefonica dominates the global telecommunications industry as the second largest Spanish corporation. Aena leads in airline technology making it a trusted brand.

3. Andorra, France, Gibraltar,
Portugal, Morocco
40,448,191
0-14 years: 14.4%
15-64 years: 67.8%
65 years & over: 17.8%
0.116%

4. Spaniards
94% Roman Catholic
6% Other
74% Castilian Spanish (official)
17% Catalan
7% Galician
2% Basque
Age 15 & over can read & write
Total population: 97.9%
Male: 98.7%
Female: 97.2%

5. • Music & dance
• Bullfights
• Food
• Guitar
•Flamenco

7. •
Roman ruins
of Merida

8. Sagrada Familia: Barcelona
• Most popular attraction in city
• Construction on church started in 1882
• Design taken over by Gaudi (died in 1928)
• Plan for 18 towers to hold 13,000 people
• Construction to last until 2041

9. Parque del Retiro: Madrid
•Built in 1632 for the royal
family as a retreat
•Situated in the center of city
•Location of Crystal Palace,
built in 1884
•Includes only public statue in
Europe dedicated to Satan, El
Angel Caido

10. • Financial Services Industry
• Founded in 1926
• Headquartered in Madrid,
Spain

11. • Publicly traded company
• Provides banking and
insurance services

12. • Third largest banking group in Spain
• Reported 2.764 billion euros in revenue
in 2005
• Employs 13,800 workers

13. • Angel Ron – Chairman of the board
• Francisco Fernandez Dopico – CEO
• Website: http://www.bancopopular.es/

14. • One national retail bank:
Banco Popular
• 1 mortgage lending bank:
Banco Popular Hipotecario
• A network of more than 2,200
branches and 3,327 ATMs.

15. • 5 regional retail banks:
– Banco de Andalucia
– Banco de Castilla
– Banco de Credito Balear
– Banco de Vasconia
– Banco de Galicia

16. • The financial group has opted for the IBM eServer
zSeries and IBM eServer pSeries servers, as well as
disk storage technology and robotics.
– The application of these technologies will allow the
group to mitigate the impact of operational risks.
• Uses hardware and software to improve efficiency,
reduce costs, and gain flexibility to meet the demands
of clients.

17. • Software helps them:
– Develop and manage application processes
– Obtain a return on investment with existing
applications
– Increase staff productivity

18. • Banco Popular, one of the leading
banks in Spain, uses its information
technology, as well as its 75 years of
experience, to provide satisfactory
financial services to its customers

19. • Ranks 3rd in European ranking for business hotels
• 343 hotels with 50,518 rooms
• 22 Countries in Europe, America, & Africa
•Currently 20 projects for new hotels under construction
•Will add almost 4,000 new rooms
• Carefully thought out decoration
•Intended to please all tastes, uniform, & making guests
feel comfortable
• Most advanced technologies
•Designed to facilitate guest’s communication, work, &
leisure

20. • First-rate cuisine
• Prestigious restauranteur Ferran Andrià now
associated
•Creator of El Bulli restaurant
•New concepts – “nhube”
• Combines food, leisure, & rest
• Listed in Spanish Stock Exchange
• Quoted in OTC market of NYSE
• Member of Ibex 35

22. • Known for motto “Eye for detail”
• Customers appreciate the difference in products &
services
• Just-squeezed orange juice in buffet breakfast
• Choice of different size & shape pillows
• Complementary toiletry kit
• Perception of value for money
• Increase guest satisfaction

23. • NH World
•Reward support of customers, shareholders, &
investors
•NH Hotels Short Story Award
•Provide guests with exclusive choice of bedtime
reading
•Commitment with art world
•Compromise with sports

24. •Interactive services
•Pay-per-view movies, video games, internet
•NH Hoteles wears Adolfo Dominguez designs
•Restaurant services with Ferran Andria
•Own brand “Agua de la Tierra” in toiletry kits
•Based in Spain & Mediterranean sea; healthy life &
organic products
•Women Style rooms
•Specifically reserved rooms for ladies
•Specially designed accessories for women
•“Woman Style Agua de la Tierra”

26. • Successful ownership, operation, &
management of hotels in different countries
• Growing innovation  growing success
• Top quality fast food
• Strong focus on customer – “Eye for detail”
• More use of IT services to enhance
customer service & customer satisfaction

27. Background Information
• Telefonica was established and incorporated on April
19, 1924
• The second largest corporation in Spain
• It is a leading public company in the global
telecommunications market
• Present in 23 countries with more than 218 million
customers accesses (cell phone access, land line
access, broadband access etc…)
• Telefonica is broken down into three geographic
regions
– Spain
– Europe
– Latin America

28. Telefonica Products/Services in Spain
• Telefonica offers three main
products/services in Spain
– Offers broadband
– Mobile/Wireless connections
– Landline connections.

29. Information Technology
• SAR. System for On-line Complaints
and Breakdowns
• SIRIO. Integrated Complaints and
Operation Information System
• SGIR. Incidence and
Complaint Management System
• GRIM. Complaint and Incidence
Management System

30. Management Structure

31. Vision
• To enhance the lives of customers and the
performance of businesses by delivering innovating
services based on information and communications
technology.
• Through the vision, telefonica is able to succeed by
providing their customers with great service and
products.

32. •One of the top 50 Spanish companies and
among the world’s leading air transport
companies.
•Manages 74 airports in Europe and America
and it traffics 241 million passengers per
year.
•Makes annual investments of €1,822
million.

34. INSTRUMENTAL APPROACH &
LANDING SYSTEMS: improves
performances and security in every
meteorological condition.
Two separate systems make up the complete
product, The 421 Locator and Descent Path 422
ILS - Instrument Landing System

35. NAVAIDS: used for routing &
locating.
Compact – facilitates use of digital circuits
Transmitters & monitors controlled by
microprocessors
• CVOR (conventional very high frequency
omni-directional radio range
• DME (distance measuring equipment)
• DVOR (doppler very high frequency omni
directional radio range)
• NDB (non-directional beacon)

36. REMOTE MAINTENANCE AND CONTROL SYSTEMS:
for monitoring, maintaining & configurating navaids
and their support systems.
Based in a standard telecommunications
infrastructure
Uses a graphic common interface based in MS
Windows
RMMC - (remote control and maintenance system)

37. • Banco Popular - With more than 75 years of
experience, 5 regional banks, and 1 national
bank, they have gained the trust of and built
relationships with their customers
• NH Hoteles – With the ability to build 20 new
hotels and add 4,000 new rooms, they have
the ability to increase their revenues and
become more powerful in their industry

38. • Telefonica – As the leading public company in the
global telecommunications market and the
second largest corporation in Spain, they have
the ability to dominate their industry and set
precedents.
• Aena – Their leading technology in the airline
industry makes them one of the most trusted
airlines in Spain.

39. • Banco Popular – While they are rated the best
private bank in Spain, they are only the third
largest banking group in the country, with
only five regional retail banks. Greater
success may come with growth.
• NH Hoteles – Tremendous expansion may
take away from the quality they are known
for.

40. • These companies are similar because they all
use information technology to improve their
performance, as well as increase customer
satisfaction.
• All four of these companies are positioned
toward the top of the overall rankings for
their specific industry.

41. • Each of these four companies provide a
different type of service, and use different
types of information technology to do so.
• Each company is a different size and has
different amounts of money to use for
information technology, which diversifies
their management and customer service.

42. • Each of the four companies uses
information technology to support the
many facets of their business activities.
• This allows these companies to thrive and
remain competitive in their specific
industries.