Redesenho de processos operacionais na seguradora CARDIF em busca de maior competitividade

• Ano de defesa: 2021
• Autor(a) principal: Nogueira, Priscila de Sousa
• Orientador(a): Ghobril, Alexandre Nabil
• Tipo de documento: Dissertação
• Tipo de acesso: Acesso aberto
• Idioma: por
• Instituição de defesa: Universidade Presbiteriana Mackenzie
• Palavras-chave em Português: vantagem competitiva; revisão de processo; mercado segurador; processo de sinistro; criação de valor
• Área do conhecimento CNPq: CNPQ::CIENCIAS SOCIAIS APLICADAS::ADMINISTRACAO::ADMINISTRACAO DE EMPRESAS
• Link de acesso: https://dspace.mackenzie.br/handle/10899/28504

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.