{"id":2752,"date":"2025-04-11T14:40:00","date_gmt":"2025-04-11T12:40:00","guid":{"rendered":"https:\/\/uob.cat\/caixa\/?p=2752"},"modified":"2025-06-27T14:46:11","modified_gmt":"2025-06-27T12:46:11","slug":"processos-obstacle-de-la-produccio-costos-doportunitat-i-reputacionals","status":"publish","type":"post","link":"https:\/\/uob.cat\/caixa\/2025\/04\/processos-obstacle-de-la-produccio-costos-doportunitat-i-reputacionals\/","title":{"rendered":"Processos obstacle de la producci\u00f3: costos d&#8217;oportunitat i reputacionals"},"content":{"rendered":"\n<h2 class=\"wp-block-heading\">Col\u00b7laboraci\u00f3<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">He fet un curs de <em>Virtaula<\/em> que es diu <em>Behavioral Economics<\/em>, i que m&#8217;ha semblat molt interessant. En aquest curs es parla dels <em><strong>Sludges<\/strong><\/em>, que, en resum, s\u00f3n traves desmotivadores per aconseguir objectius. Ara que estam immersos en el tancament del quadrimestre, m\u2019he posat a enumerar els possibles <em>Sludges<\/em> que ens podem trobar en la <strong>venda d\u2019assegurances<\/strong>.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Suposem un cas id\u00edl\u00b7lic en qu\u00e8 una persona no client entra a l&#8217;oficina per demanar-nos un pressupost personalitzat per a una asseguran\u00e7a m\u00e8dica amb deu assegurats:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong><em>Sludge 1<\/em>.<\/strong> Hem de donar d&#8217;alta nou beneficiaris simplificats de l\u2019asseguran\u00e7a i fer una alta completa com a persona f\u00edsica per al prenedor de l\u2019asseguran\u00e7a. Les nou altes simplificades no donen majors problemes; el viacrucis arriba amb l\u2019alta del prenedor. Despr\u00e9s d\u2019haver escanejat el passaport i el certificat de resid\u00e8ncia cinc vegades (perqu\u00e8 en algun punt del proc\u00e9s encadenat apareix una creu vermella i un missatge d\u2019error que ens obliga a comen\u00e7ar de nou), i despr\u00e9s de barallar-nos amb la <em>Bio App<\/em> i l\u2019esc\u00e0ner de l&#8217;oficina, aconseguim que el client firmi el contracte marc i el formulari KYC.<\/li>\n\n\n\n<li><strong><em>Sludge 2<\/em>.<\/strong> L\u2019alta queda en revisi\u00f3 centralitzada, aix\u00ed que el client ha de tornar en 48 hores. Si en tornar l\u2019alta ha estat validada, podem passar a l\u2019<em>Sludge<\/em> 3; si no, hem de repetir el proc\u00e9s anterior.<\/li>\n\n\n\n<li><strong><em>Sludge 3<\/em>.<\/strong> El client nou no \u00e9s MyBox. Hem de fer una sol\u00b7licitud manual per donar-lo d\u2019alta com a client MyBox. Ara mateix, hi ha una incid\u00e8ncia inform\u00e0tica que impedeix marcar clients nous com a MyBox.<\/li>\n\n\n\n<li><strong><em>Sludge 4<\/em>.<\/strong> La setmana seg\u00fcent torna el client i aconseguim fer-li el pressupost. Malgrat haver tardat una setmana en preparar-lo i que ja t\u00e9 un altre pressupost m\u00e9s econ\u00f2mic de la compet\u00e8ncia, vol contractar l\u2019asseguran\u00e7a amb nosaltres perqu\u00e8 som molt bons. En el moment de signar la documentaci\u00f3 apareix una altra incid\u00e8ncia inform\u00e0tica (s\u00ed, una altra) que fa que la p\u00f2lissa no computi per a la retribuci\u00f3 variable. I posam un <em>ServiceNow<\/em> per demanar que s\u2019arregli.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">Reflexi\u00f3 des de la trinxera<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Aquest exemple posa de manifest les dificultats operatives que afrontam di\u00e0riament en la gesti\u00f3 comercial a \u201cCaixa\u201d. El proc\u00e9s \u00e9s excessivament feixuc, ple d\u2019entrebancs administratius i tecnol\u00f2gics que no nom\u00e9s ens desmotiven, sin\u00f3 que tamb\u00e9 afecten negativament la necess\u00e0ria agilitat davant els clients. En un sector tan competitiu com el nostre, on cada minut compta per fidelitzar clients, aquestes traves suposen un cost d\u2019oportunitat i un cost reputacional, importants per a l\u2019entitat.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>\u00c9s imprescindible millorar els processos i les eines tecnol\u00f2giques per garantir una feina digna i eficient per als treballadors, i una experi\u00e8ncia fluida per als clients!<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>SI VOLEN UNA PRODUCCI\u00d3 \u2018DE PRIMERA\u2019, DONIN-NOS UNS PROCESSOS I UNES EINES \u2018DE PRIMERA\u2019. GR\u00c0CIES!<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Posam de manifest les dificultats operatives que afrontam di\u00e0riament en la gesti\u00f3 comercial a \u201cCaixa\u201d: un proc\u00e9s feixuc, ple d\u2019entrebancs administratius i tecnol\u00f2gics que afecten negativament la necess\u00e0ria agilitat davant els clients.<\/p>\n","protected":false},"author":3,"featured_media":2319,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":"","_members_access_role":[],"_members_access_error":""},"categories":[64,124,120],"tags":[],"class_list":["post-2752","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-coses-de-la-direccio","category-projecte-mac","category-publicacions-mandat-2023-2026"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.6 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Processos obstacle de la producci\u00f3: costos d&#039;oportunitat i reputacionals - 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