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Publication
ActivoBank: melhoria de produtos e aumento de eficiência
| Name: | Description: | Size: | Format: | |
|---|---|---|---|---|
| 658 KB | Adobe PDF |
Advisor(s)
Abstract(s)
O presente estudo explora os métodos utilizados no ActivoBank e a forma como afetam o
trabalho dos colaboradores e a experiência do cliente. A estratégia adotada abrange a eficiência
operacional, sendo que no sector bancário este fator é cada vez mais determinante para o
posicionamento do banco no mercado.
A evolução da tecnologia potenciou o crescimento do sector bancário e uma maior
eficiência. As start-ups não devem ser encaradas como uma ameaça, uma vez que podem também
elas ser um fator que potencia o crescimento do sector bancário. Na implementação de novos
processos para otimização é fundamental a prudência, de maneira a garantir que não haja
implicações na experiência dos clientes.
Após uma análise dos procedimentos aplicados nas sucursais, neste projeto são expostos os
processos que reúnem mais condições para poderem vir a ser implementados: o acesso online a
contas de menores, uma página com perguntas frequentes, realização de abertura de conta a partir
de casa, a adição de um ATM e de um posto no front-office. O objetivo final da melhoria destes
processos passa pela diminuição da carga operativa, não afetando nem o desempenho dos
colaboradores, nem a experiência dos clientes.
Pode concluir-se que toda a experiência do cliente, desde o primeiro contato com o banco
até à forma como usufrui da sua conta, é de enorme importância para o banco na medida em que
leva à sua fidelização.
This study explores methods used by ActivoBank and how they affect the productivity of staff members and the customers’ overall experience. The chosen strategy covers operational efficiency, since (in the banking sector) it has become more and more relevant for the positioning of the bank. Technological evolution has contributed to the growth of the banking sector and to a greater efficiency. Start-up companies should not be seen as a threat, since they may also have a part on potentializing the banking sector’s growth. While applying new processes towards optimization, it is crucial to be cautious, so as to guaranty no implications on the customers’ overall experience. After analysing procedures applied in branches, in this project the processes with more conditions to be implemented will be exposed: online access to minor’s accounts, a page with common questions, online account opening, the addition of one ATM and one workstation in the front-office. The main goal is to decrease the operative workload, without affecting neither staff members’ productivity, neither customers’ experience. To conclude, the customers’ entire experience, since its first contact with the bank until the way its account is used, is of great importance to the bank, because of leading to customers loyalty.
This study explores methods used by ActivoBank and how they affect the productivity of staff members and the customers’ overall experience. The chosen strategy covers operational efficiency, since (in the banking sector) it has become more and more relevant for the positioning of the bank. Technological evolution has contributed to the growth of the banking sector and to a greater efficiency. Start-up companies should not be seen as a threat, since they may also have a part on potentializing the banking sector’s growth. While applying new processes towards optimization, it is crucial to be cautious, so as to guaranty no implications on the customers’ overall experience. After analysing procedures applied in branches, in this project the processes with more conditions to be implemented will be exposed: online access to minor’s accounts, a page with common questions, online account opening, the addition of one ATM and one workstation in the front-office. The main goal is to decrease the operative workload, without affecting neither staff members’ productivity, neither customers’ experience. To conclude, the customers’ entire experience, since its first contact with the bank until the way its account is used, is of great importance to the bank, because of leading to customers loyalty.
Description
Keywords
Sector bancário Eficiência Evolução tecnológica Experiência do cliente Carga operativa