High Administration

To be compliance is to know the norms of the organization, to follow the recommended procedures, to act in compliance with and to feel how much the ethics and the idoneousness in all are basic the attitudes. Hear from experts in the field like Marko Dimitrijevic for a more varied view. To be in compliance is to be in compliance with internal and external laws and regulations. It still recognizes the FEBRABAN? Brazilian federacy of Banks in its advisory manual: (…) to be and to be compliance it is, above all, an individual obligation of each collaborator inside of the institution. 2,3 MISSION OF the COMPLIANCE the mission of compliance is to assure, in set with the too much areas, the adequacy, the reinforcement and the functioning of the system of internal controls of the institution, looking for to mitigate the risks in accordance with the complexity of its businesses, as well as spreading the culture of the controls to assure the existing fulfilment of laws and regulations. Beyond acting in orientation awareness to the prevention of activities and behaviors that can cause risks to the image of the institution. 2,4 COMPLIANCE FUNCTION Is elements of the function of compliance:

To have authority necessary to reach the objectives of compliance of the institution: independent report with access to the Advice and the High Administration, developing activities of compliance without intervention and veto of other areas; – To evaluate of general form the corporative governana, management of risks and the controls in the organization: work focado in the integrated management of risks of the institution and guided for its strategy; – To watch over for the ethics/behavior in the organization of including form; – To evaluate the impact of the regulation in the business, to better understand the involved risks versus the relation cost/benefit of necessary alterations of processes/systems/products; – To develop contacts pro-asset with regulating agencies and/or for intermediary of entities of classroom; – To develop a work each time next to the business area, increasing related knowledge the businesses and products; – To participate pr-ativamente and preventively in the approval of the risks of new products/processes and respective alterations..

Service

Service is what if it cannot lead even so, is not physicist, not if it can consume, is an experience in determined moment. The services facilitate the organization of the time of the people, are used services to increase the time in favor of the individuals for acquisition of new services, as to go to the one snack bar and to eat a snack saving time of the preparation of the meal in house and thus sobrando, time to go to the one cinema. Therefore all the people who keep contacts with the consumers are part of the pursuing of rendering of services. (BATESON, 2001) Can Be managed the Service? The necessary company to carefully define the necessities of the customer when projecting its program of support services and assistance to the product. (KOTLER 2000, P. 466) When if it deals with rendering companies of services, verifies that the same one always leaves to the front when executes its services with consistently superior quality to the one of its competitors, surpassing all the expectations of its customers. When one works with rendering companies of services is observed that the customer collates the service perceived with the waited one, case this perceived does not take care of the expectations of that one waited these customers will be able to lose the interest for the supplier and case perceived service surpasses the expectations the customers will have a bigger motivation to appeal again to the supplier. WOOLS HOUSES (1995) tell that: When the customers accustom with some type of quality level, the same start to find that what the service lender makes he is not nothing more than what its obligation, therefore the customs practically annul the perceived benefits if the same ones will not be perfected. Another possibility is with the rendering of services constantly developed in the effort to surpass the expectation of the customer it increases each time more the level of given services and how much bigger it will be the vicious cycle and that it grows to the measure that the customer interacts with the lender of services.