Melhoria do nível de serviço no atendimento ao cliente por meio da estrutura direta de distribuição Transit Point

Increasingly competitive markets have driven the search for companies in many different ways to win and keep customers. The service level is basically the performance of companies in fulfilling the orders made, or how companies demonstrate to their clients efforts in their behalf. This work aims to solve the difficulties faced by a multinational company present in Brazil, in the distribution of its products in the category Ice Cream in order to improve the service level of their customers. Review the logistics network and concepts related to the distribution system of products is one of several ways to achieve this goal, as well as the use of IT and tools to assist in planning and programming of the physical distribution of products. In this study we used the concept of direct distribution system called Transit Point (TP). The TP provides at the same time, a strategy of rapid response, flexibility, low transportation costs and no inventory. A router - software capable of simulating the actual conditions experienced in the daily distribution - was used to assist in calculations. Results showed reductions of up to 47.5% in transportation costs and better conditions were provided in the distribution of products, positively impacting on service levels and in the maintenance of products quality, with a reduction of 1.6% of the total costs involve

Acurácia da radiografia de tórax associada a eletrocardiograma no diagnóstico de hipertrofia em hipertensos

Fundação de Amparo à Pesquisa do Estado de São Paulo (FAPESP)

Análise de prontuários e da legalidade da criação do banco de imagens dos pacientes portadores de câncer atendidos na Faculdade de Odontologia de Araçatuba – UNESP

Pós-graduação em Odontologia - FOA

A inter-relação entre competência em informação e a construção de conhecimento corporativo em ambiência de redes organizacionais: um estudo no SEBRAE-SP - Escritório Regional de Bauru

Pós-graduação em Ciência da Informação - FFC

Melhoria do planejamento para o fornecimento de materiais de modificações em aeronaves executivas

This paper presents a material demand forecasting to executive aircrafts modifications, the objective was to determinate a cadence of kits of materials in order reduce over stock, but also keeping the customer quality support. This work was motivated by the strong tendency that the market has to cut costs, especially those that do not add value to the product, waste. To solve the problem the Poisson probability distribution was used and also the error measures MPE, MAPE and MSE. At the end, after some adjustments, we found a satisfactory model for the problem

Melhoria de processos de serviços prestados em assistência técnica

Currently the service sectors have an increasingly important role in the productive sector because they can represent a great advantage to the consumer. In this graduate work a study was conducted with the objective of process improveme nt services in the sector of technical assistance in a factory machinery and equipment. Through process mapping, through the technical blueprint, and time study were able to identify opportunities for improvement for reducing the time customer service, as well as the proposed performance indicators for the service

Aplicação da teoria das restrições na manufatura de uma empresa siderúrgica

The competition among companies nowadays, caused by globalization and with customers more and more demanding, makes the companies rethink their strategies for survival. To improve their competition the companies are adopting management tool to improve the manufacturing management, which is considered a key to success. The present study aimed to develop a method, based on techniques of theory of constraints and operational research, to ensure the best use of resources and best decision of a production line on a steel company, with focus in the customers’ delivery time, which is a requirement of the current market. The conclusion of this study is that the correct use of the management tools, such as theory of constraints and operational research, can ensure a long survival for the companies that duel for the market share, especially in regard to customers’ delivery time, that generates their satisfaction

Gerenciamento de inventário por meio de ferramentas de controle da produção em empresas de higiene pessoal, perfumaria e cosméticos

This action-research work presents tools which are related to production monitoring: Follow-up of Products Release from Quality Department and Follow-up of Production Volumes. Both tools allows controlling release delays of finished goods based on the quality specifications, and the accurate analysis of production volumes variations compared to pre-established plans. They have direct impact into enterprises inventory levels that are part of Toiletries, Perfumery and Cosmetics market segment. By applying these tools, it´s possible to identify opportunities for process optimization that brings benefits for the final customer. The results seen by the tools application are presented by the analysis of delayed stock for release quantities evolution and testimonies from professionals of Supply Chain

A comunicação organizacional e o atendimento ao público via 0800 no Departamento de Água e Esgoto de Bauru

Pós-graduação em Comunicação - FAAC

Caracterização do atendimento multiprofissional a pessoas vivendo com HIV/AIDS em Três Lagoas (MS), com ênfase na adesão à terapia antirretroviral potente combinada

Coordenação de Aperfeiçoamento de Pessoal de Nível Superior (CAPES)

Os Centros de Convivência Infantil da UNESP: contexto e desafios

Pós-graduação em Serviço Social - FCHS

Programa de hierarquização do atendimento ao parto e nascimento: mortalidade perinatal, 2001-2006

Pós-graduação em Ginecologia, Obstetrícia e Mastologia - FMB

Redução de desperdícios no serviço de atendimento ao consumidor: estudo de caso do orçamento base zero em uma empresa de linha branca

The self-evaluation is increasingly necessary in a competitive environment, and a way for companies to self-evaluate is through your budget. Knowing the importance of this budgetary process, this study aimed to observe and analyze the developing process of a zero-based budgeting (ZBB) highlighting its best practices and difficulties and propose recommendations for other companies in general. This goal was achieved through a case study in an area responsible for the budgeting process in the customer services department from a white-goods company. Also was required to review the literature regarding the customer services area, waste reduction, cost management, budgets in general and the zero-based budgeting. After reviewing the literature and the study, we can highlight good practices and difficulties observed in the studied company, and also propose recommendations on how to develop a zero-based budget and evidence what plans, analyzes and justifications are essential in a good budget process execution

Modelagem de processos de negócios: uma proposta no serviço de atendimento ao usuário da biblioteca da Unesp Guaratinguetá

This work is a study on the Technical Service Library and Documentation Prof. Carlos Alberto de Buarque Borges , on the Faculdade de Engenharia de Guaratinguetá , regarding to the service user , aiming to detect and analyze the current problems and suggesting improvements that could result in optimization of care and increased quality of services. For this, was chosen the methodology of Business Processes Modeling, which enabled the detailing of the processes implemented in the library and the identification the critical points , as low investment and short number of employees, which made possible suggest ways to improve the quality of service to users, as awareness campaigns and the implementation of an system to input the literature needed for each course

Características do processo de diagnóstico de hanseníase no atendimento primário e secundário

Contexto e objetivo: A hanseníase caracteriza-se por ter diagnóstico eminentemente clínico, principalmente através da constatação de hipo ou anestesia das lesões, ou seja, sem necessariamente o uso de exames adicionais, como baciloscopia e biópsia, utilizados para classificação clínica da doença. Buscou-se definir se há tendência à desvalorização da avaliação clínica em favor do excesso de exames complementares, investigar a adequação do registro nos atendimentos da atenção básica e compará-los com o obtido em serviço de média complexidade. Desenho e local: Estudo transversal, de base populacional, utilizando registros de prontuários, realizado em dois âmbitos de atendimentos de saúde da cidade de Campinas (SP): os Centros de Saúde e a assistência dermatológica especializada de hospital de ensino. Métodos: Os registros foram investigados por meio da aplicação de checklist, contendo itens indispensáveis ao atendimento a hansenianos. Associações foram testadas pela prova de Goodman e ao nível de 5% de significância. Resultados: Foram avaliados 33 prontuários oriundos dos centros de saúde e 36 do hospital, observou-se polarização entre registros adequados e ausentes, evidenciando a presença de efeito tudo ou nada nos atendimentos; de 26 variáveis, apenas em 5 (19,23%) obteve-se predomínio da avaliação do hospital sobre os centros de saúde; evidenciou-se dependência de exames complementares, solicitados em 67 dos 69 atendimentos (97,10%), para diagnóstico da doença. Conclusão: Confirmou-se, neste estudo, déficit da avaliação médica e indicação inadequada de exames adicionais. Por associar-se com excesso de solicitação de exames, a observação clínica mostrou-se incompleta, comprometendo a capacidade diagnóstica dos atendimentos a hansenianos.