Vantagem competitiva na terceirização da cobrança de crédito direto ao consumidor (CDC) pelos bancos de montadoras

Abstract

This work assesses, in the value chain of automobile conglomerates, whether the outsourcing of collection services actually rationalizes costs and risks and is a differentiated strategy to obtain competitive advantage. The analysis is based on Porter's theoretical model on competitive advantage, value chain and cost leadership. The conceptualization of outsourcing complements this analysis. The methodology of the work comprises a bibliographical and documentary research, complemented by the study of outsourcing cases of collection services at Volkswagen and Ford Banks, as well as interviews with the main managers of these areas in the two financial institutions. The final considerations highlight the main points addressed in the work, dealing with automaker banks and the use of outsourced friendly collection services, aiming to rationalize costs and risks. These measures demonstrate that automakers are not confusing the automobile market with the financial one, showing that Banco Volkswagen achieved stabilization and control of its default rate, even with a significant increase in the number of contracts in its total portfolio from 1999 to 2001. In addition to obtaining greater control over delinquent contracts, Banco Volkswagen created the VW.Net Project, which aims at greater control over the management of delinquent contracts within outsourced friendly collection offices and total elimination of operation risks, due to monitoring of the actions of the offices on the actions of each defaulting customer of Banco Volkswagen.