Aplicação da metodologia da análise e solução de problemas em um serviço de entrega de cartões bancários : um estudo de caso

Abstract

The Islamic financial market has been gaining more and more space in the economies of emerging countries, especially in Southeast Asian countries, having as influence of this growth, factors such as growing wealth in predominantly Muslim countries and growing awareness of Sharia, as is the case of Brunei Darussalam, a predominantly Muslim power in Southeast Asia. Such growth generated an increase in the demand for services related to this segment, and for this reason the company under study, responsible for the delivery of bank cards of a financial institution compatible with sharia, began to face problems in meeting this demand. In view of this, the present work aimed to identify the deficiencies in the bank card delivery service, the proposition and implementation of improvements and the standardization of its processes through the application of the MASP. The research was characterized as a descriptiveexploratory case study, with qualitative-quantitative data analysis. The development of the methodology was adequate to the situation, since it allowed that existing problems in the process were identified, analyzed and solved in a systemic way, thus providing a significant gain in the rates of cards successfully delivered.