Percep����o do enfermeiro quanto a sua satisfação no contexto de trabalho em um hospital estadual

With the increasing competitiveness of organizations in search of customers, it is essential that the pursuit of quality becomes a prerequisite for the survival of healthcare organization, is necessary to have working conditions that encourage both personal and professional satisfaction. This study aims to investigate the perception of nurses regarding their satisfaction in the context of work in a State Hospital and contribute to the reflection on the internal customer satisfaction as an important indicator of quality of health services that interfere with quality of care. We used the qualitative method, on phenomenology, with nurses from a state hospital that had at least one year of experience in the institution. Through interviews, it was revealed that satisfaction is related to the literature and is influenced by factors such as human resources, practice nurses, Teamwork, Perception of the patient, professional recognition, physical and material resources and rewarding work, and these themes unfold quality and satisfaction both personally and for organizations

Gest��o de estoque em uma empresa de varejo de produtos de limpeza e higiene pessoal

The deficiency in the product inventory management is common in small businesses, affecting several areas, especially the purchasing department that has difficulty in performing their tasks, acquiring the supplier's products at the time and in the most appropriate amount. Especially in the retail sector, the loss of quality of services is visible, because the availability of the product when there is demand is essential for the occurrence of sales and customer satisfaction. In this study, looking to improve inventory management in a retail company of cleaning products and personal hygiene, apply the classification method ABC (or Pareto Rule) to segment the available products. Thus are adopted buying criteria of new products based on the concepts of economic order quantity, safety stock and resupply point. The results show the feasibility of this procedure adopted because it was possible to propose an improved inventory management in a simple and effective way, contributing to company's competitive advantage

Consulta de enfermagem como instrumento de avalia����o do protocolo assistencial de gastrostomia end��sc��pica percut��nea

P��s-gradua����o em Bases Gerais da Cirurgia - FMB

Analysis of quality indicators of central sterile supply departments at accredited public hospitals

O objetivo do estudo foi descrever e analisar os indicadores de qualidade de Centros de Material e Esteriliza����o de hospitais p��blicos acreditados do Estado de S��o Paulo e sua gest��o pelos respons��veis do setor. Trata-se de um estudo de casos m��ltiplos, onde s��o apresentados os dados interligados de tr��s hospitais acreditados num relat��rio de casos cruzados. Os dados foram coletados por entrevista semiestruturada com o respons��vel e por visita t��cnica com an��lise documental. Os resultados constatam a dificuldade dos respons��veis em pontuar os indicadores espec��ficos do setor e os referidos foram os de produ����o e pesquisa de satisfação do cliente que n��o retratam a qualidade efetiva do servi��o, pois s��o fragmentados, sem consolida����o de resultados na busca de melhorias, o que sugere baixa especificidade e baixa sensibilidade dos crit��rios da Organiza����o Nacional de Acredita����o �� realidade deste setor.

O Rela����es P��blicas como agente fundamental para a implanta����o de um Programa de Marketing de Relacionamento

This work of course conclusion aim to do the elaboration of a model of implantation of a Program of Relationship Marketing in an organization of visual communication in Bauru, S��o Paulo. The bibliographical revision evidences the evolution of the marketing in accordance with the necessities of each period, as well as the evolution of the profession of Public Relations that throughout the time accumulated many functions. Therefore, to implant the Relationship Marketing is necessary that the marketing may be faced as an enterprise philosophy, so that all workers have the focus in the customer���s satisfaction. The proposal of implantation of a Program of Relationship Marketing is validated by a basic agent, the Public Relations, who is able to work integrated with the Marketing Department to manage the process completely. The proposal elaborated is personalized, at the same time, is made having as base a previous diagnosis and an analysis of 3 Puts of the organization, so that, do a strategical planning of implantation of this new culture focused in the customer, based in the relationship

Implanta����o da ISO 9001:2008: estudo de caso em empresado setor de constru����o civil

In Brazil , the construction industry is on an upward trend, mainly by the housing shortage , and yet there are few builders that take a Quality Management System ( QMS ) to improve the quality of its services and processes . The ISO 9001 standards are guidelines for an effective QMS and this certificate is recognized worldwide as a seal of quality standard. This paper will describe and analyze the implementation of a QMS in a small construction company of Guaratinguet�� - SP, identifying best practices and major difficulties , besides proposing preparatory recommendations for other companies that seek the ISO 9000 certification. Access to company���s data made the nonconformities and the customer satisfaction research analysis possible, and a questionnaire and unstructured interviews allowed a deeper understanding of the situation. Despite this ISO 9000 QMS not being fully implemented, the company has already conquered some improvements in document control, project planning, process traceability and established focus on customer

Aplica����o da Teoria das Filas no caixa r��pido de um supermercado: estudo de caso microecon��mico

A Pesquisa Operacional (PO) oferece ferramentas, usando modelos matem��ticos, que descrevem situa����es do mundo real das empresas e do governo. Estes modelos permitem otimizar lucros ou minimizar custos atrav��s da Programa����o Linear (PL), considerada a maior descoberta da matem��tica aplicada do s��culo XX. Sua aplicabilidade �� imensa e a programa����o computacional �� simples. Por exemplo, o uso de software como o Excel, garante encontrar a solu����o para problemas que podem envolver um n��mero grande de vari��veis e assim auxiliar os agentes na tomada de decis��o. V��rios Pr��mios Nobel em Economia tiveram a PL envolvido em seu conte��do, por exemplo, os pr��mios dados a Leonid Kantorovich, Leonid Hurwicz, Tjalling Koopmans Kenneth, Kenneth J. Arrow e Robert Dorfman, Paul Samuelson e Robert Solow. A Teoria das Filas, utilizada neste trabalho, �� uma ferramenta da PO que envolve distribui����o de probabilidades e permite investigar a chegada e atendimento de clientes, a partir de certos n��meros de canais dispon��veis. O caso em an��lise �� uma fila do caixa r��pido do supermercado Oba Hortifruti, localizado na cidade de Indaiatuba - S��o Paulo. A fila possui caracter��stica M/M/1, no qual o primeiro M denota que a chegada de clientes �� fila segue uma distribui����o de Poisson, o segundo M denota que o tempo de atendimento dos clientes segue a distribui����o Exponencial e o 1 significa que h�� apenas um canal de atendimento. A aplica����o desta ferramenta sugere uma otimiza����o do servi��o para que o mesmo se torne est��vel (objetivo qualitativo), gerando assim uma maior satisfação do cliente com o atendimento, podendo elevar a margem de lucro do estabelecimento em estudo (objetivo quantitativo)

Satisfação dos Usu��rios do Ambulat��rio Geral do Hospital das Cl��nicas de Botucatu

The searches for a health service it���s a part of a process, searches for a qualified evaluation can arise the perception, in form of irritating factors taking for an alert state. The personal expectation, it makes influence in its perceptions, too. The objective was to evaluate the satisfaction degree of the users of ���Se����o T��cnica de Ambulat��rio Geral do Hospital das Cl��nicas de Botucatu���. The work is about a quantitative and transversal study, with calculated sample of 366 users, chosen randomly and invited to participate through a questionnaire. The population was compounded by a majority of women (64,5%), between 50 to 59 years old and average degree of education (38,3%). 25 specialties were cited. The evaluate about comfort, cleaning, reception, waiting time, medical attention and nursing vary between ���very good��� and ���good���. Obtained significant ���regular��� assessment, the comfort in the waiting rooms (24%), silence (25%) and cleaning bathroom (63%). Others negative evaluation was the reception about the waiting time (26%), waiting time between arrival and the consultation (34%), waiting time between the request and consultation (27%). 30,6% report to know the place for complaints and 79,4% of these pointed to the ombudsman. 62% consider their problems solved, 84,4% would indicate the hospital, 57,4% would consider the hospital better than imagined. 42,62% used the opened area for thanking, critical for staff, suggestion infrastructure improvements, cleaning and waiting time. The biggest complaint was the staff turnover in the treatment. There was disharmony between the objective and subjective questions, but, all of them must be considered to propose improvements. The satisfaction evaluation makes the service more effective, bringing credibility to the health service and the patients adhere better to the treatment