Methodological Steps for Monitoring and Evaluating Efficiency and Efficacy of Cards Financial Service

Abstract

This study aimed at elaborating a methodological procedure to design indicators for monitoring and evaluating efficiency and efficacy of cards financial service. Such a procedure links process technology with a risk approach and it is structured into four steps: determining a service process, identifying risky factors in the process efficiency and efficacy, designing indicators for monitoring and evaluating the process, respectively. Each step has a five-item descriptor: goal, techniques to be applied, required information, methodological indicators, and output. The designed indicators allow the monitoring and evaluation of the cards financial service efficiency and efficacy. The procedure can be implemented in other financial services.