977 resultados para Serviço ao cliente.


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Coordenação de Aperfeiçoamento de Pessoal de Nível Superior (CAPES)

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Pós-graduação em Pesquisa e Desenvolvimento (Biotecnologia Médica) - FMB

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Pós-graduação em Medicina Veterinária - FMVZ

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Pós-graduação em Saúde Coletiva - FMB

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A Pesquisa Operacional (PO) oferece ferramentas, usando modelos matemáticos, que descrevem situações do mundo real das empresas e do governo. Estes modelos permitem otimizar lucros ou minimizar custos através da Programação Linear (PL), considerada a maior descoberta da matemática aplicada do século XX. Sua aplicabilidade é imensa e a programação computacional é simples. Por exemplo, o uso de software como o Excel, garante encontrar a solução para problemas que podem envolver um número grande de variáveis e assim auxiliar os agentes na tomada de decisão. Vários Prêmios Nobel em Economia tiveram a PL envolvido em seu conteúdo, por exemplo, os prêmios 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, é uma ferramenta da PO que envolve distribuição de probabilidades e permite investigar a chegada e atendimento de clientes, a partir de certos números de canais disponíveis. O caso em análise é uma fila do caixa rápido do supermercado Oba Hortifruti, localizado na cidade de Indaiatuba - São Paulo. A fila possui característica M/M/1, no qual o primeiro M denota que a chegada de clientes à fila segue uma distribuição de Poisson, o segundo M denota que o tempo de atendimento dos clientes segue a distribuição Exponencial e o 1 significa que há apenas um canal de atendimento. A aplicação desta ferramenta sugere uma otimização do serviço para que o mesmo se torne estável (objetivo qualitativo), gerando assim uma maior satisfação do cliente com o atendimento, podendo elevar a margem de lucro do estabelecimento em estudo (objetivo quantitativo)

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Introduction: The quality of life of dentists has worsened over time, due to increased risks of labor and competitiveness in the labor market. However, there are only few studies about it. Objective: Investigate the perception of quality of life of dentists working in public service. Methods: In order to accomplish that, a cross-sectional study survey was conducted with 52 dentists of the professional permanent staff of the Municipal Health Service. The data were collected through structured questionnaire, validated, self-administered, proposed by the World Health Organization (WHO) in its shortened version, WHOQOL-Bref. Descriptive statistics and multiple regression were conducted, taking 95% as the confidence interval that characterizes the sample and the calculation of scores for each domain. Results: There was predominance of female subjects (76.9%) the majority of them aged 25 to 35 years (48.7%). Most professionals consider their quality of life good (82.7%), and were satisfied with their health (71.2%). Considering the measures of central tendency and dispersion, the physical domain (13.8) and Environment (13.8) had the lowest mean scores. All areas affected equally poor quality of life of research participants. The facets that showed the lowest values were the physical environment with 39.71 points and 53.92 points to financial resources. Conclusion: The majority of professionals were satisfied with their health and considered their quality of life good.

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Objective: To compare two forms of scheduling clinical dental care for the oral health teams (OHT) included in the strategy of family health, regarding productive aspects of assistance. Methods: Two OHT worked concurrently, using two methods of clinical care: the parameter recommended by the Ministry of Health Ordinance No. 1101, 2002, which establishes 03 dental visits per hour (c/h) per team, and a Testing model, with 02 c/h, being each method applied for a period of 615 hours. The quantitative data was collected in OHTs’ daily production spreadsheets, covering the following items: the number of dental visits (initial, for maintenance and for emergency procedures), procedures performed, consumption of material and sterilization cycles. Data was compared and statistically analyzed through the BioStat 5.0 by applying the paired t-test (p <0.05). Results: Under the Ministerial method and the Testing model, were performed, respectively, 288 and 365 first dental visits, 921 and 686 return dental visits, 167 and 172 emergency dental attendances, with 469 and 110 fouls, 212 and 327 treatments were finished and 2501 and 3046 dental procedures were realized. Among eleven analyzed consumables, five were consumed in smaller quantities in the Testing model: gloves (9%), anesthesia (38%), anesthetic needle (34%), suture material (24%) and aspirators (11%), while the six remaining items presented similar consumption rates between the two models. Conclusions: The testing model revealed to be more productive and economical.

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

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The aim of this study was to evaluate the knowledge of Hygienists (TSB) and Dental Auxiliaries (ASB) in relation to their roles regulated by Law number 11.889, December 24th, 2008, and formation of them and capacitating received before they had been admitted in public health system. It’s a transversal and descriptive study where the target population were TSB and ASB (N=76) that works in public service from 5 cities of the DRS II-SP. Data collection was performed by semi-structured instrument with opened and closed questions. The answer rate was 90.79% (n=69). The results showed that the majority of professional know part of their duties (56%) Near half of them had formation course (47.8%). In relation to information received during formation courses, 80% stated had received all information necessary to actualization of knowledge, however, 84% stated to feel necessity to actualize their knowledge to develop their works, 58% of professionals said that they don’t receive capacitating after they had been admitted. It was possible to conclude that the majority of professionals know part of their roles, has formation course and the majority don’t receive capacitating when they are admitted in public health system, however, it was observed that a part of them don’t have specific formation yet and don’t know part of their roles according to current legislation

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Pós-graduação em Odontologia Preventiva e Social - FOA

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This present article aims to present some results of a PhD research in which intended to answer the following investigation question: In which extent a Program of Teacher Education in service in the early years of elementary school, GESTAR, contributed to the development of positive attitudes about Geometry? The participants were twelve teachers from two schools in the State of Mato Grosso. The instruments for data collection were a range of attitudes towards Geometry (EARG) developed and experimented by Viana and Brito (2004). The results showed a meaningful change in Geometry of the data pre and post-experiment.