Mudancas com a introdução da "automated teller machine" : um estudo de caso num grande banco nacional

Abstract

The Automated Teller Machines (ATMs) are a successful product of the bank and a financial organization around the world. This research means investigate the changes in a Brazilian state bank, when the Automated Teller Machines (ATMs), were utilized in client services. To realized the research, we interview the employers that participated of the implemented project of ATMs. We made an choice of persons that started the procedures to introduce the equipment. We use a exploratory qualitative methodology by clinical interview and applied a semi-structured questionnaire. To explained the process, we analyzed the ATMs and automation history, the bank history and aspect of the information systems, indicate the facilities and problems for introduce the ATMs. In the early days of ATMs implementation, two other banks had the equipment and the technology to use these. The cause for our bank had implemented the ATMs in yours current services, was to offer more modern technological resources. To realized the ATM project, the employers were inexperienced and the bank no had the necessary structure to do. Problems of hardware, software, installation and system administration had in the role of the vulgar works. Also, the project generate problems with the union. Today, the ATMs are synonymous of successful, but we verify, in this research the difficulties and problems to implementation development.