Made available in DSpace on 2015-12-03T18:32:59Z (GMT). No. of bitstreams: 1 Sandra_Regina_Silva_dos_Santos_Souza.pdf: 1386805 bytes, checksum: d13f76892ad0d12e8a0709642ba09ba6 (MD5) Previous issue date: 2001-11-30 / The Automated Teller Machines (ATMs) are a successful product of the bank and a financial organization around the world. This research means investigate the changes in a Brazilian state bank, when the Automated Teller Machines (ATMs), were utilized in client services. To realized the research, we interview the employers that participated of the implemented project of ATMs. We made an choice of persons that started the procedures to introduce the equipment. We use a exploratory qualitative methodology by clinical interview and applied a semi-structured questionnaire. To explained the process, we analyzed the ATMs and automation history, the bank history and aspect of the information systems, indicate the facilities and problems for introduce the ATMs. In the early days of ATMs implementation, two other banks had the equipment and the technology to use these. The cause for our bank had implemented the ATMs in yours current services, was to offer more modern technological resources. To realized the ATM project, the employers were inexperienced and the bank no had the necessary structure to do. Problems of hardware, software, installation and system administration had in the role of the vulgar works. Also, the project generate problems with the union. Today, the ATMs are synonymous of successful, but we verify, in this research the difficulties and problems to implementation development. / As Automated Teller Machines (ATMs) ou caixas eletr??nicos s??o reconhecidos como um produto de sucesso dos Bancos e das organiza????es financeiras em todo o mundo. Para estudar a sua implanta????o, n??s realizamos um estudo sobre as mudan??as que ocorreram em um Banco brasileiro de grande porte, onde as ATMs passaram a ser utilizadas em servi??os oferecidos aos clientes. Para realizar esta pesquisa, n??s entrevistamos os empregados que participaram da implanta????o do projeto das ATMs e aqueles que iniciaram a implanta????o dos primeiros equipamento e usamos uma metodologia qualitativa de entrevistas cl??nicas semi- estruturadas. Al??m da an??lise dos dados obtidos, n??s apresentamos algumas caracter??sticas da hist??ria da automa????o, dos sistemas de informa????o, para indicar as facilidades e problemas para introduzir as ATMs na organiza????o em estudo. Observamos, nesta pesquisa, que no in??cio da implementa????o, dois outros bancos j?? possu??am esses equipamentos e a tecnologia para o seu uso. Assim uma das causas principais dessa implanta????o foi oferecer equipamentos mais modernos. Tamb??m observamos que no projeto das ATMs, os participantes n??o tinham experi??ncia anterior e a infra-estrutura necess??ria para tal. Problemas com os hardwares, com os softwares, as instala????es e os sistemas administrativos aconteceram, al??m de problemas com a equipe. Assim, apesar do sucesso alcan??ado, n??s iremos apresentar nesta pesquisa as mudan??as, dificuldades e os problemas apresentados no processo.