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Publication
Decision support guidelines for integration of application: support in the banking area
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| 1.68 MB | Adobe PDF |
Authors
Advisor(s)
Abstract(s)
No sector bancário, um ambiente altamente competitivo e regulado, a colaboração efetiva
entre as equipas de desenvolvimento e de suporte aplicacional surge como um fator crítico para
manter a qualidade do serviço, a satisfação do cliente e a eficiência operacional.
Neste contexto, o presente estudo visa aprofundar esta interação, explorando em detalhe os
principais desafios enfrentados por estas equipas e propondo um conjunto abrangente de
orientações baseadas em evidências para melhorar a colaboração e o desempenho esperado dos
envolvidos no processo.
Esta investigação iniciou-se com uma revisão sistemática da literatura, seguindo o
protocolo de Barbara Kitchenham, para identificar a informação, existente relacionada com o
problema deste estudo, destacando os principais obstáculos, lacunas e recomendações para o
tratamento do apoio a aplicações no sector bancário.
Seguiu-se a aplicação da metodologia de investigação suportada por um Survey que foi
conduzida através de entrevistas semiestruturadas a 9 (nove) profissionais experientes do sector
bancário que operam em diferentes locais do setor bancário distribuídos pelo mundo.
Os entrevistados foram selecionados com base na sua experiência e no cargo relevante que
ocupam em cada uma das suas instituições bancárias, oferecendo uma perspetiva rica e
diversificada sobre os processos, a eficiência, a qualidade e o impacto da colaboração em equipa.
Neste contexto, este estudo pretende contribuir para a literatura existente sobre a gestão
das TI no sector bancário e fornece perspetivas e orientações práticas que as organizações
bancárias podem adotar para melhorar a eficiência operacional, a qualidade dos serviços e a
satisfação dos clientes.
A extração e análise de dados aos 9 entrevistados, suportada pela aplicação nVivo, revelou
que a aplicabilidade destes resultados pode considerar-se significativa para gestores de TI,
programadores de software e profissionais de apoio a aplicações que pretendam otimizar o fluxo
de trabalho e a colaboração, enquanto enfrentam os desafios do ambiente bancário desenvolvido,
tal como se apresenta atualmente.
In the banking sector, a highly competitive and regulated environment, effective collaboration between application development and support teams has emerged as a critical factor in maintaining service quality, customer satisfaction, and operational efficiency. In this context, this study aims to delve deeper into this interaction, exploring in detail the main challenges faced by these teams and proposing a comprehensive set of evidence-based guidelines for improving collaboration and the expected performance of those involved in the process. This research began with a systematic literature review, following Barbara Kitchenham's protocol, to identify existing information related to the problem of this study, highlighting the main obstacles, gaps, and recommendations for dealing with application support in the banking sector. This was followed by the application of the research methodology supported by a Survey, which was conducted through semi-structured interviews with 9 (nine) experienced banking professionals operating in different locations in the banking sector distributed around the world. The interviewees were selected on the basis of their experience and the relevant positions they hold in each of their banking institutions, offering a rich and diverse perspective on the processes, efficiency, quality, and impact of team collaboration. In this context, this study aims to contribute to the existing literature on IT management in the banking sector. It provides insights and practical guidelines that banking organizations can adopt to improve operational efficiency, service quality, and customer satisfaction. The extraction and analysis of data from the 9 interviewees, supported by the nVivo application, revealed that the applicability of these results can be considered significant for IT managers, software developers, and application support professionals who want to optimize workflow and collaboration while facing the challenges of the developed banking environment as it currently stands.
In the banking sector, a highly competitive and regulated environment, effective collaboration between application development and support teams has emerged as a critical factor in maintaining service quality, customer satisfaction, and operational efficiency. In this context, this study aims to delve deeper into this interaction, exploring in detail the main challenges faced by these teams and proposing a comprehensive set of evidence-based guidelines for improving collaboration and the expected performance of those involved in the process. This research began with a systematic literature review, following Barbara Kitchenham's protocol, to identify existing information related to the problem of this study, highlighting the main obstacles, gaps, and recommendations for dealing with application support in the banking sector. This was followed by the application of the research methodology supported by a Survey, which was conducted through semi-structured interviews with 9 (nine) experienced banking professionals operating in different locations in the banking sector distributed around the world. The interviewees were selected on the basis of their experience and the relevant positions they hold in each of their banking institutions, offering a rich and diverse perspective on the processes, efficiency, quality, and impact of team collaboration. In this context, this study aims to contribute to the existing literature on IT management in the banking sector. It provides insights and practical guidelines that banking organizations can adopt to improve operational efficiency, service quality, and customer satisfaction. The extraction and analysis of data from the 9 interviewees, supported by the nVivo application, revealed that the applicability of these results can be considered significant for IT managers, software developers, and application support professionals who want to optimize workflow and collaboration while facing the challenges of the developed banking environment as it currently stands.
Description
Keywords
Gestão de suporte a aplicações bancárias Suporte a aplicações Desenvolvimento de software Indústria bancária Banca Banking application support management Application support Software development Banking industry Banking
Pedagogical Context
Citation
Holtz, Tainá Pereira - Decision support guidelines for integration of application [Em linha]: support in the banking area. [S.l.]: [s.n.], 2024. 87 p.