O processo decisório nas seguradoras brasileiras em contexto complexo

Abstract

The uncertain environment, ambiguity, time pressure and the impossibility of building a faithful scenario of the future means that decision-making is characterized as a process limited to its full rationality. This work focused on analyzing and describing the decision-making process in Brazilian insurance companies in a complex context, considering the classification and description of this context, the steps that were taken, the resources used and the participants who support the decision. Additionally, we sought to identify the difficulties, biases and limitations that interfered in this process and, as an additional contribution, what lessons were learned, according to the research. The results showed that the complex context is inherent to the insurance market and, there are constantly specific situations that characterize this

environment, and the decision-making process can change due to the variables present. The complex context can be experienced in different ways, due to the professional moment and position held or be influenced by an internal or external event in the corporate environment, which interferes in the decision-making process. In the end, the work makes a contribution to management practice, presenting a decision-making framework in a complex context for