The document is a reflection paper by Adrian Esteban Alonso-Tavera about his internship at Oceanquímica S.A. (OCN), a chemical products company in Chile. It summarizes key aspects of OCN including its products, certification, and functional areas. It describes Alonso-Tavera's role assisting the CEO in sales, operations, and supply chain management. It highlights two major projects Alonso-Tavera completed - preparing for ISO 14001 certification and formalizing services for a Danish customer. It compares this internship positively to a previous non-profit internship and discusses lessons learned about critical thinking, communication, and multicultural competence from the experience.

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Post-Internship Reflection Paper
Adrian Esteban Alonso-Tavera
Professor Srdan Zdravkovic
International Business 391
1 December 2015

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The concept of reflection enables us, the students, to predominantly conceptualize a
rational analytical process to inherently develop, and yield knowledge from the lived experience.
The following report will constitute of a concise description of Oceanquímica S.A. (OCN), an
insightful know-how and practice in the distinctive, South American, corporate and living culture
of Chileans, all pertinent functional areas of the firm along with my specified role as an intern, a
summary of my greatest experiences achieving major projects , difficulties faced in the attempt
to accomplish the major projects, a comparison with a previous internship position held by me,
and key learnings from this experience.
Oceanquímica S.A. (OCN) was founded in 1997 in Valparaíso, Chile. The firm
specializes in the fabrication and distribution of chemical products for the cleaning and
maintenance of oceangoing vessels. OCN is considered as small–medium size firm by the PYME
classification. The PYME classifies OCN as small–medium firm because of the amount of
annual sales and the number of workers. OCN functions and behaves as a firm that loyally
prioritizes customer service, quality of products, quality of work, and quality of life of the
members in the organization. The production plant, in where I worked, is located in Placilla
Poniente. This location consists of the general offices, chemical laboratories, and fabricating
facilities. Additionally, all sales and shipment transactions are handled from this location.
OCN has a philosophy that contributes to the common good of society, starting with a
quality service and integrity to their customers, protecting the interests of its owners and its own
members, and even its suppliers. The company has been certified through the quality
management of ISO 9001 in correspondence with its policy and interests. This standard is based
on a number of quality management principles including a strong customer focus, the motivation
and implication of top management, the process approach and continual improvement.

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Additionally, OCN has also certified to care for the environmental sea, approved by the
International Martine Organization (IMO). The IMO is a specialized agency of the United
Nations. They set the global standard and authority for the safety and environmental performance
of international shipping. As a result, they have approved certain OCN products with the IMO
certification because the products have conformed to their precise standard.
The Chilean corporate culture varies from the fundamental principles and values of North
Americans or Europeans. I have noted that Chilean business men enjoy their work and often
bring an attitude filled with enthusiasm. Although, as much as they believe the importance of
hard work, family takes precedence. Therefore, working overtime is negatively regarded. I have
experienced this with my boss, he is a firm believer that spending time with his family and
sharing moments with loved ones is an important part of the Chilean culture.
On that note, establishing personal relationships is crucial and the key to doing business
in Chile. Friends can play an important role in establishing trust. As a result, building these
friendships can lead to a fruitful business relationship. With this intent, the Chileans will not feel
pressured or manipulated. Moreover, not many Chilean businessmen speak English and it is
appreciated to be able to speak Spanish.
In establishing these friendships it is important to always show the right amount of
respect when meeting with new, potential, business partners. When meeting with men always
give a firm handshake and appropriate eye contact. When meeting with women always give a
handshake and a kiss on the cheek along with the appropriate eye contact. When presenting
yourself, refer to the individual as Señor for older men, Señora for older women, and Señorita for
younger women. Most Hispanics have two surnames that are of their mother and father. Utilize
both, it shows respect.

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When taken into the realm of business communication it is always important to have a
light conversation to ease into business. A professional attitude with a bit of humor is appreciated
and can go a long way. Expect to be interrupted, this is not considered rude, but rather a way to
show interest and enthusiasm. Feelings and emotions play an important role in negotiation. Be
prepared to compromise because it shows that you value the relationship more than the financial
aspects of the agreement.
Lastly, business attire and appearance are very important in business. You should be
dressed properly. Dress codes are usually formal and conservative: suit and tie for men and a
discreet business suit for women. Men tend to wear their suit jackets when leaving the office,
even if it is only for lunch. Outside of the major cities and in certain sectors people dress less
formally.
Living in Chile is fascinating. The social parameters vary from North Americans,
Europeans, and even differ from other South America countries. For example, language, societal
functions, and religion.
It is important to consider that in Chile, the people speak “Chilean”. This latest
manipulation of the Spanish language includes many local and foreign idioms and indigenous
words. The people generally speak incredibly fast, without pronouncing the letter “s” at the end
of words and in a very distinct tone. With these conditions, it becomes very hard for tourists to
understand the real form of Spanish when the natives speak “Chilean”.
Due to class structures it is commonplace for people to try and deduce another's position
in the social rank. This is primarily done through external appearances. For example, the way

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someone dresses, the car someone drives, and the restaurants one attends. As a result, Chileans
present themselves in the best possible way.
Even more, there is relative equality between men and women, maybe with a small touch
of machismo, or male superiority. Like in many countries, controversy stands with sensitive
issues such as abortion, euthanasia and gay or lesbian marriages since the Catholic Church still
strongly influences society. As a result, religion has played a large role in defining social and
political life. Religious instruction in public schools is almost exclusively Roman Catholic,
abortion is actually illegal, divorce was illegal until 2004, and most national holidays are
religious in nature.
Oceanquímica S.A. (OCN), along with a multitude of companies, utilizes organizational
structures on functional areas and customized departments. The customized departments are in
accordance with the employee’s profession and experience. Ultimately, these functional areas
and customized departments aid employees to excel in their field which produces higher levels of
efficiency. It is imperative that the following information is mentioned to understand the
reorganized firm and the newly distributed departments.
The current standing of the functional areas are Finance, Accounting, Production,
Operations, and Sales. There are two specific functional areas that need to be clarified. In the
Production functional area were two customized departments that entailed a Chief of Production
and a Technical Advisor. On the other hand, Sales and Operations were run both by one
executive. Unfortunately, after the firm was internally sabotaged by worker’s unethical behavior,
our firm took immediate action. We reconsolidated and rearranged. As a result, the
responsibilities of both Chief of Production and Technical Advisor were assigned to a capable
and loyal worker. And both roles of Sales and Operations were given to our CEO, Alvaro

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Gomez. Before the structural change, OCN ran under a CEO whose main responsibilities
included developing and implementing strategies, major firm decisions, and the main point of
communication to all clients, both normal day-to-day and high-profile. Considering our firm is
recognized as small-medium sized, our resources are limited. Meaning, our CEO was also solely
in charge of various other functional areas including Regional/Global Supply Chain
Management, Marketing, and Human Resources. In addition to the newly acquired Sales and
Operations roles.
Therefore, my role as a Strategic Consultant Intern and an assistant to the CEO enabled
me to deal with an array of functional areas that mainly included Sales, Operations, and
Regional/Global Supply Chain Management. As an intern some of the responsibilities inquired
identifying and assessing pros and cons of possible strategies, identify value, and pragmatic
advising.
The Sales functional area is responsible for communicating with existing customers and
gaining new ones. The process begins when the client requests a quote of the prices and
availability of products. Next, we ask our Executive of Finance for the listed price or if the client
can be made a special offer at a reduced rate (if bulk orders are requested). After, we respond to
the client with an offer for the specific products. If the client confirms the order, a purchase order
is sent to our firm by the client.
The Operations function area is the process in which the creation of goods is produced
and delivered to customers. This also involves planning, organizing, coordinating, and
controlling resources to produce and deliver. In short, this functional area turns inputs into
outputs. The processes begin after we receive a purchase order from the client. Next, the firm
views whether the product is a processed product from Drew Marine, our North American

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supplier, or a product that needs to be fabricated by our firm. If the latter, our firm will verify the
customer if the transaction can continue in regards to the raw material in stock. If in stock, we
continue, if not, we inform them of how long it will take to receive the raw materials to begin to
fabricate their desired products. Once fabricated, the firm then checks if the product conforms. If
so, we send it and wait for a compliance of satisfaction from the customer. If it does not
conform, we reprocess and refabricate the product.
Within our Regional/Global Supply Chain our priority is to value our strategically
significant customers. In this area, we focus on creating value for our customer and our firm over
the long term. Reason being, when the customer values our services they are less likely to look to
alternate suppliers for their needs. Considering our market is small within Chile this role enables
us to gain a competitive advantage over any competitor who offers similar products and services.
Our process is simple, if we feel that any high-profile client is not satisfied or distant we make
sure our strategically significant customer is made felt valued.
As a Strategic Consultant Intern I was given the opportunity to work on major projects
that had the potential to yield both, a great benefit to the firm and a great benefit for my
approaching career path in business. Throughout my experience at OCN I have realized that a
majority of projects I am assigned to are a win/win situation. Of the many projects that I was
assigned to, across many functional areas, I believe two truly impacted both the firm and myself.
Meaning, I considered those successfully accomplished projects and as a great experience while
working for OCN. Those projects being the International Organization for Standardization (ISO)
14001 project and the NAVADAN project.
The ISO 14001 project was assigned to me at the beginning of the term and it was a
semester long process. The objective of this project was to prepare a flow chart diagram to

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understand our processes and an in detail self-auditing excel sheet that would prepare the firm
for an official ISO audit in the nearing future. I have learned that the ISO is a tool which supports
advancement and continual improvement. It can be seen as a self-improvement tool. The main
benefits of pursuing the ISO 14001 will enable our employees to be engaged to meet
environmental commitments, allow our company gain a competitive advantage, and realize the
financial advantage to recognize certain efficiencies and improved performance. With hard work
and determination, the CORFO hired consultant was pleased with my work. My progression in
the project setup the foundation for the continuing steps in certifying OCN.
The NAVADAN project was an opportunity to reconstruct and formalize our service
provided to a high-profile customer based in Denmark by the name of Navadan APS Company.
The assignment was to send a proposal letter to the CEO, Mr. Krogh. After further identifying a
plausible proposal, I began drafting the letter. The proposal mentioned the value of OCN as a
supplier by stating that we have ensured operating to the maximum efficiency. Our commitments
have been uniform, we have delivered quality products, to the right standard, with expedient
delivery, and in exceptional condition. I also mentioned that we have made it a priority to align,
consolidate, and fortify our product-manufacturing service. In addition, I mentioned an isolated
incident along with potential activities that could lead to forthcoming difficulties. Together with
Alvaro, my boss, we drafted recommendations that should be taken into consideration by
Navadan APS. It was also mentioned that any alternative or details left out could be further
discussed and negotiated. Overall, our intention is to run an efficient manufacturing service to
continue to deliver quality products, to the right standard, with expedient delivery, in exceptional
condition, and with maximum efficiency.

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I believe my biggest difficulties in accomplishing these major projects were the
realization that they were real-world major projects. In other words, internships engage us, the
students, in service activities primarily for the purpose of providing us with hands-on experience
that enhances our learning or understanding of issues relevant to a particular area of study. They
aid us in bridging the gap between the academic learning process and the practical reality.
Therefore, I found myself doubting my own work because I was afraid that I would make a
mistake. Then I realized that internships are for that very reason. Internships are about getting
out of the classroom realm and linking it to the real world practices. I believe realizing that made
me a successful intern.
Last Summer I interned at a non-profit organization. I believe both were great learning
experiences. However, I felt more restrained working for the non-profit because there were
already burdens at work. Meaning, the non-profit organization had limited funding, social
pressures, and a frustrating work environment. On the other hand, the internship alongside
Alvaro Gomez and the shipping industry were much different. Our firm, OCN, had enough
funding to function within the industry, no social pressure (other than our own to have a more
environmental friendly company), and a rewarding work environment. I learned that I am more
lenient to pursue a career in for-profit organizations.
I have learned many lessons in my time in Chile. I believe this situation allowed me to
fulfill some learning goals in which I have made prior to coming to the trip. That is, critical
thinking, and communication skills. I believe the process of this experience allowed me to propel
in the following areas. Multicultural competence because I expressed an understanding of the
values and beliefs of the Chilean culture and I effectively engaged and interacted respectfully
with diverse others. Critical thinking because I applied an analytic thought, evaluated arguments,

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and identified relevant assumptions to formulate a coherent opinion. Lastly, communication
skills because I was able to express and articulate those coherent opinions effectively with
others. The International Business program at Bryant University has showed me how to reach the
highest forms of professionalism and perseverance. I have become a highly-trained, inspiring,
professional that understand the learning process which has enabled me to not only broaden my
horizons but to exemplify multicultural competence. My adaptability with a variety of business
functions like Operations, Sales, Management, and Supply Chain has shown to be deeply rooted
from a strong teaching of business fundamentals. My success in a foreign country and working in
an international market is ultimately the result of preparation, hard work, and dedication.