Cifras Bank: the dilemma of service management

Authors

  • Janielen Pissolatto Deliberal Universidade de Caxias do Sul
  • Márcio Vanderlei Saueressig Universidade de Caxias do Sul
  • Patricia Boaria Tomazel Universidade de Caxias do Sul
  • Vilmar Antônio Gon Tondolo Universidade de Caxias do Sul

DOI:

https://doi.org/10.18316/1526

Keywords:

Service management, production lack, service operations

Abstract

Cifras Bank agency, located in a big city of Rio Grande do Sul is composed of 15 permanent employees. Marcelo Dantas is the administrative manager since 2011, when hired he envisioned the improvement of the business. But when he came to the agency, Marcelo noticed that he would have to face some problems related to production lack in customer service which caused a demand for overtime disproportioned to the number of hired employees and new equipment purchased. In this context, this teaching case proposes a reflection on the problems experienced by a Service Company and its operations based on the theoretical approaches: the Service Economy and Service Operations. The case was elaborated to be used in disciplines that involve service operation, people management and study of organizations for the improvement of the thematic of Services.

Author Biographies

Janielen Pissolatto Deliberal, Universidade de Caxias do Sul

Bolsista PROSUP/CAPES. Mestranda em Administração do Programa de Pós-Graduação em Administração da Universidade de Caxias do Sul (UCS). Endereço: Rua Francisco Getúlio Vargas, 1130, Caxias do Sul- RS, CEP: 95070-560. E-mail: janielenpissolatto@gmail.com

 

Márcio Vanderlei Saueressig, Universidade de Caxias do Sul

Mestrando em Administração do Programa de Pós-Graduação em Administração da Universidade de Caxias do Sul (UCS).

Patricia Boaria Tomazel, Universidade de Caxias do Sul

Mestranda em Administraçao do Programa de Pós-Graduação em Administração da Universidade de Caxias do Sul (UCS).

Vilmar Antônio Gon Tondolo, Universidade de Caxias do Sul

Doutor em Administração (UNISINOS). Professor do Programa de Pós-Graduação em Adminstração da Universidade de Caxias do Sul (PPGA-UCS).

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Published

2014-09-30

Issue

Vol. 3 No. 2 (2014)

Section

Casos de Ensino

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