O uso de indicadores intangíveis na concessão de crédito

Abstract

The central focus of this article is to see if financial institutions are using intangible indicators to make it possible to grant credit to companies, and if this hypothesis is confirmed, to find out how these indicators are verified in conjunction with tangible indicators at the time of credit assessment. To this end, a questionnaire was produced as a basis for the field research, divided into 5 (five) perspectives: Processes, Employees, Economic and Financial, Market and a general perspective; specific indicators were suggested for each perspective. For these indicators, levels of relevance were established, ranging from 1 to 5 (where 1 means: no relevance and 5: high relevance), to allow the person interviewed to have autonomy in choosing the alternatives and to facilitate the statistical treatment applied to the data collected. Although nominally different, the perspectives included in the questionnaire were based on the Balanced Scorecard (BSC) management model proposed by Kaplan and Norton in the 90s.The questionnaire therefore covered the market, employee, process and economic-financial perspectives and a fifth perspective of a more general nature. Sixteen (16) indicators were analyzed from the market perspective; eleven (11) from the employee perspective; eight (8) from the process perspective and twenty-one (21) from the economic and financial perspective, for a total of fifty-six (56) indicators.In addition to this objective part, each perspective contained subjective questions so that the interviewee could explain more clearly the credit granting structure of the institution where they work.This complementary part to the indicators comprised a total of seven open questions for each of the perspectives.In a second stage, the questionnaire included eight (08) general questions about the environmental context in which the granting of credit takes place, characterizing the fifth and final perspective addressed, called general. The processes dimension was one of the intangible perspectives that stood out the most, along with the markets issue, with 67% of the financial institutions surveyed attributing between considerable and high relevance to the granting of credit.This is because this perspective measures the company's lasting competitive capacity.In short, with regard to the market, employees and processes perspectives, which relate to intangible indicators, on average 38% of the institutions surveyed attributed considerable relevance and 23% on average attributed high relevance.