Redesenho de processos operacionais na seguradora CARDIF em busca de maior competitividade
Tipo
Dissertação
Data de publicação
2021-08-04
Periódico
Citações (Scopus)
Autores
Nogueira, Priscila de Sousa
Orientador
Ghobril, Alexandre Nabil
Título da Revista
ISSN da Revista
Título de Volume
Membros da banca
Miguel, Lilian Aparecida Pasquini
Shibao, Fábio Ytoshi
Shibao, Fábio Ytoshi
Programa
Administração do Desenvolvimento de Negócios
Resumo
Title: Redesign of operational processes at the insurance company Cardif in search of higher priority
Keywords: Competitive advantage. Process Review. Insurance Market. Claim Process. Value
creation.
Introduction: the present project aims to analyze and propose a solution to a problem identified in
the insurance claims opening and regulation process of insurance Cardif, which it provides is a
bureaucratic process and with communication problems, in order to create value for policyholders
and the competitive advantage.
Methodology Used: The method of solving problems and taking advantage of opportunities
proposed by Marcondes, Miguel, Franklin and Perez (2017).
Investigated Context: With the ease provided by the use of technology, according to the
expectations and needs of growing customer clients, putting pressure on companies in general to
offer faster, simpler and more specific services. In the case of insurance companies, this has also
been happening, leading them to review their traditional business model and to look for ways to
adapt to the new requirements of customers, with a focus on innovating, winning, retaining and
promoting smart solutions and services to customers. This paper presents the technological report
of the steps taken by the insurance company Cardif in order to meet these new demands from
customers.
Diagnosis of the Situation: The diagnosis was started by assessing the perception of the quality of
its services together with its security base, followed in agreement with managers and business
partners. The problem was defined as the need to improve and redesign the claim process, not only
to make the process more efficient, but also to create value for policyholders and other stakeholders.
Proposed Intervention: The project gained visibility and importance in BNP Paribas Cardif, in the
company's strategy, in reducing the payment period for settlement of claims and customer
satisfaction. After the project gained importance and visibility in the company, it was prioritized
with the start of development in the second half of 2021.
Result Obtained: Although the implementation of the project was delayed by the pandemic, the
project is approved and structured and can differentiate BNP Paribas Cardif and reinforce its
position as one of the most important players in the sector.
Descrição
Palavras-chave
vantagem competitiva , revisão de processo , mercado segurador , processo de sinistro , criação de valor
Assuntos Scopus
Citação
NOGUEIRA, Priscila de Sousa. Redesenho de processos operacionais na seguradora CARDIF em busca de maior competitividade. 2021. 57 f. Dissertação (Mestrado Profissional em Administração do Desenvolvimento de Negócios) - Universidade Presbiteriana Mackenzie, São Paulo.