Business process prioritization criteria: a case study in the financial market

Purpose – This paper aims to analyze and examine how an organization from the financial sector prioritizes its business processes and what criteria are adopted to select the most appropriate process for improvement projects.Design/methodology/approach – This descriptive research is based on an exploratory approach. Qualitative methodology was applied to a case study through on-site observation, documentation analysis and semi-structured interviews.Findings – The results confirm criteria mentioned in the literature, such as financial aspects and strategic impacts, but also raised a new critical issue: automation potential of manual processes, reflecting the current movement of process automation.Research limitations/implications – As a limitation of this study, it is worth mentioning the application in only one organization in the financial market and the small number of respondents, even though they occupy leadership positions in the organization.Practical implications – As a practical implication, the present work offers a direction for managers of the financial sector in structuring and applying models for prioritizing processes aimed at organizational efficiency.Social implications – Automation solutions for process improvement need careful study to minimize impacts in human resources reduction. In this sense, the eligibility of a process for automation must be carefully considered.Originality/value – This paper presents the evolution of the process prioritization model adopted by a large institution in the financial market, which has a significant presence in the Brazilian and international markets as a commercial and wholesale bank

Product-Service System - PSS: a study of the relationship between drivers and companies structure in product-service integration.

Cada vez mais as empresas oferecem soluções completas a seus clientes, com parcelas de produto e serviço. Essa mudança na composição do portfólio das organizações vem ocorrendo por uma série de motivos, sejam relacionados às questões estratégicas, motivados por demandas do cliente, ou ainda, por tendências que visam menores impactos ambientais. Esta tese teve como objetivo identificar se a estruturação das empresas em relação à integração produto-serviço influencia os fatores motivadores para o PSS. A abordagem metodológica foi dividida em pesquisa qualitativa e quantitativa, a primeira para compreender a perspectiva do cliente e a segunda para avaliar os fatores motivadores para a adoção de um sistema produto-serviço (PSS) por prestadores. A pesquisa qualitativa foi realizada por meio de um estudo de caso nos laboratórios de um dos principais hospitais da América Latina. Os dados coletados apresentaram informações importantes sobre questões ambientais e coprodução. Para a pesquisa quantitativa, foi proposto um instrumento de pesquisa, com base em dados extraídos da literatura, para avaliar o construto Fatores Motivadores (FM) e a estruturação das empresas em relação à integração produto-serviço, operacionalizada por meio dos construtos Orientação de Uso do Produto (OUP) e Lógicas de Transição (LT). O instrumento foi submetido à validação de conteúdo e a pesquisa conduzida com média e alta gerência, de 81 empresas de setores distintos. Os dados foram processados e validados por análise fatorial exploratória e técnica de Modelagem de Equações Estruturais com estimação pelo método Partial Least Squares (PLS), utilizando o software SMARTPLS 2.0. O construto Fatores Motivadores desdobrou-se em cinco variáveis latentes de primeira ordem: ambiental, cocriação, coprodução, portfólio e vantagem competitiva. As análises do modelo estrutural mostraram que há relacionamento significativo entre os Fatores Motivadores e as Lógicas de Transição, alterando-se à medida que se transida da lógica Produto-Dominante para a lógica Serviço-Dominante. Dentre as proposições da LT as que se destacaram foram Papel do Cliente, Envolvimento com o Cliente e Determinação e Significado do Valor.Increasingly companies offer complete solutions to its customers which include products and services. This change in the organizations portfolio has been occurring due to a number of reasons, be it related to strategic issues, or driven by customer demands, or even to low environmental impact trends. This thesis aimed at identifying if companies structure in relation to their product-service integration influences the drivers for product-service systems (PSS) offer. The methodological approach was divided into qualitative and quantitative research, the first to understand the customer\'s perspective and the second to assess the drivers for the adoption of a product-service system (PSS) by providers. The qualitative research was conducted through a case study in the laboratories of one of the major Latin America hospitals. The data collected showed important information about environmental issues and co-production. For the quantitative research, a research instrument was proposed, based on data extracted from literature, to evaluate the Motivation Factors\' (FM) and the companies structuring in relation to product-service integration, operationalized through the constructs \'Product Use Orientation\' (OUP) and \'Transition Logics\' (LT). The instrument was submitted to content validation, and the research was conducted with middle and senior managers of 81 companies from different industries. The data were processed and validated by exploratory factor analysis technique and Structural Equation Modeling with the estimation method Partial Least Squares (PLS) using the software SmartPLS 2.0. The construct FM unfolded in five first-order latent variables: environmental, co-creation, co-production, portfolio and competitive advantage. The structural model analysis showed significant relationship between Motivation Factors and Transition Logics, which changes while it moves from Goods-Dominant Logic to Service-Dominant Logic. Among LT propositions most relevant are: Customers Role, Engagement with the Customer and Value Determination and Meaning

Customer needs of automobile sector: a study of the perceptions of the automotive chain links agents.

Este estudo teve como objetivo principal pesquisar as visões das necessidades do cliente no setor automobilístico através da medição da qualidade percebida. O estudo concentrou-se em concessionárias de veículos automotivos, considerando a influência da montadora. Para que os objetivos propostos pudessem ser alcançados tornou-se necessário mesclar estratégias de pesquisa quantitativas e qualitativas. Para tanto se optou por um estudo exploratório com clientes das concessionárias e entrevistas individuais pautadas em um roteiro de questões abertas para as entrevistas com a montadora e alta administração das concessionárias. Adotou-se a Técnica do Incidente Crítico para elaboração dos questionários de satisfação os quais foram aplicados a clientes, vendedores e gerentes das concessionárias e diretoria e gerência da montadora. Realizaram-se também entrevistas individuais com a alta administração das concessionárias e da montadora a fim de identificar os aspectos de maior relevância e as ferramentas adotadas na identificação e manutenção da qualidade percebida quanto aos serviços de vendas prestados pelas concessionárias. Os resultados permitiram identificar que cada uma das partes pesquisadas entende a qualidade percebida em relação ao serviço de vendas de maneira distinta. Para o cliente a dimensão da qualidade de maior importância é a Competência, enquanto que os vendedores e gerentes das concessionárias acreditam ser a Confiabilidade e a montadora entende que para cliente o mais importante é a Cortesia. Este estudo identificou também que o aspecto avaliador mais mencionado tanto pela montadora quanto pelas concessionárias foi o Atendimento. A análise comparativa entre o aspecto avaliador priorizado e a dimensão da qualidade de maior correlação com a satisfação geral obteve resultados distintos entre a montadora e as concessionárias. Para a montadora, devido à discordância entre os dois entrevistados, não foi possível realizar a análise comparativa, já para as concessionárias, a análise comparativa ocorreu entre o aspecto Atendimento e a dimensão Competência.The major objective of this study was to search the perceptions of customer needs in the automobile sector using the perceived quality measure. The study based on automotive dealers, considering the car assembler influence. In order to achieve the proposed objectives it was necessary to join quantitative and qualitative research strategies. For such, it was chosen an exploratory study involving dealer customers and individual interviews based on a script of open questions directed to car assembler and dealer interviewees. The Critical Incident Technique was used to create the customer satisfaction questionnaires which were applied to dealer customers, salesmen and managers and car assembler high management. Individual interviews had been conduced among dealers and car assembler high management in order to identify the major aspects and tools used to identify and maintain the perceived quality of sales services offered by dealers. The results obtained showed that each part searched understands the perceived quality of sales service in a different way. To the customer, the most important quality dimension is Competence whereas dealer sales and managers believe it is Reliability and car assembler understands that the most important to customer is Courtesy. This study has also identified that the aspect of evaluation most mentioned both by car assembler and dealers was Attendance. The comparative analysis between the priorized aspect of evaluation and quality dimension most correlated to the customer satisfaction in general has reached different results among car assembler and dealers. For car assembler, due to different opinions between the two interviewed, it was not possible to carry out the comparative analysis, whereas for dealers this analysis has occurred between the Attendance aspect and Competence dimension

Project management performance system: a brazilian case study

A Project performance is usually based on the capacity of a project team’s meeting cost, time and quality-related criteria. However, a multi-dimensional set of performance measurement including other perspectives have been developed. These perspectives have led to a redefining of what constitutes success project performance , which encompasses individual, project and organizational measures.\ud This paper aims to discuss the performance evaluation from the project manager personal competencies and organizational perspectives. The adopted methodological approach was case study, performed in a Brazilian business unit of a large multinational strategy and technology consulting firm. The main conclusions of this qualitative study highlight that the performance system interfere with both organizational guidelines and development if its professionals. Regarding the indicators prioritized rank, considering professional ‘s point of view, this paper concludes that the most important are those focused on cost and to the individual measures related to abilities and personal performance stand ou