Knowledge Management Mastercard

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Knowledge management Year 2012-2013 Final assignment

MasterCard
Product Knowledge

University of Groningen
Faculty of Economics and Business

Page 3………………………………………………………………. The company Page 4……………………………………………………………….. The research Page 5……………………………………………………………………… Question Page 5 …………………The products and commercial departments Page 5 ………………………………………………………………………………………………………………………Processes Page 6 ……………………………………………………………………………………………………………………………Tasks Page 6 ……………………………………………………………………………………………………………………KM Theory Page 7……………………………………………………………………………. Data Page 9………………………………………………………………………… Results

The company
MasterCard is a technology company and payments industry leader. For over four decades, the company has been a driving force at the heart of commerce, making the global economy safer, more efficient, more inclusive and more transparent for all.  Consumers, merchants, business partners and governments in markets around the world have reaped the benefits of our innovative products and solutions which, simply put, are designed to make life easier. The mission of MasterCard consists in imagining a world beyond cash and their mission is very simple: Every day, everywhere, Master Card uses their technology and expertise to make payments safe, simple and smart. In the last four decades, people and companies worldwide have changed their way of payment for goods and services. The rise of the electronic payments has fueled economic growth while delivering value to consumers, merchants and governments. From the earliest days of credit cards to the contactless and wireless payment options of today, MasterCard Worldwide has led the industry, driving this evolution. MasterCard works in a three channel method. Those 3 channels are: Franchisor, Processor and Consultant. In the Franchisor channel, products such as Maestro®, Cirrus® and MasterCard® PayPass™ appear. With those products, the company affects more than 32 million establishments. The processor area makes operation with other companies and partners around the world in a simple and smart way. The big key point for these attribute is based on the fast network, one of the biggest VPNs of the world, offering not just agility, but also integration and trust. Least, the Consultant channel provides insights and solutions that promote a better and more competitive market.

The research
Inside the organization, the Product department and the Commercial department are directly linked. The first one is related to the care of the different products in many different categories that are offered by the organization, while the commercial area is primarily responsible for the customer relationship and supply of structured products to the product area. The commercial departments, responsible for all customer relationships, are divided to provide a better service by segmenting customers according to their importance to the business. For example, for Citibank, one of the most important banks for MasterCard, there are more than two, three people responsible for one client, while for minor banks, there is sometimes only one person responsible. This allows the commercial area to meet its customers by giving attention proportional to the size of each account, seeking solutions that fit in each case, so that one can be created, the best care possible. The product department is targeted through the products it offers, that way, the areas are divided by types of cards (traditional types such as debit and credit, corporate, pre-paid and others). Each group works to meet the needs of the commercial area, seeking the best solutions according to the demands. So we have two areas that work together, but have different focuses, which can cause disagreements about the best way to deliver a product to a given customer. That way, we can find a good topic to do our research based on this issue. Question

Due to the analyses made on the previous topic, we...
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