Utilização da Soft System Methodology na gestão de inadimplência de uma empresa de Serviços

Non-payment is a current problem in society, especially during economic downturns. Dealing with this situation can be complicated for companies because of the risk of losing customers to the competition or not being able to obtain adequate revenues in the market. The objective of this study is to propose managerial solutions to the issue of default in a service company using the SSM methodology, Soft System Methodology. According to Cezarino (2013), SSM is a systemic analysis technique that is suitable for its characteristic of overview and abstraction in the search for relevant aspects, in the most diverse sources, in a problem situation, orchestrating conflicts and promoting consensus through seven steps suggested by Checkland (1990). In terms of methodological procedure the study was descriptive with a qualitative approach. The main results show that the actions to be implemented are the creation of a dashboard to monitor the execution and effectiveness of collections and the creation of a loyalty program to encourage customers to pay on time. The recursive nature of the methodology was also highlighted, since the company under study recognized the need to repeat the application of the methodology annually in the collection processes