Proposta de melhoria nos principais serviços de uma assistência técnica de equipamentos hospitalares localizada em Goiânia-GO

Abstract

The effectiveness of delivering services in a hospital equipment assistance requires that its processes be executed in a functional manner, swiftly, and with quality for the clients. With the aim of meeting this requirement, this study addresses the proposal to optimize the key processes of a technical assistance service in hospital equipment, base d in Goiânia GO. The study commenced with the survey and mapping of processes for the organization's primary services. Subsequently, an identification of waste was conducted using the Lean methodology. Following this, the treatment of these wastes was carr ied out through quality tools. Finally, five redesigned diagrams without the identified wastes and an action plan to address the six identified wastes across five different mapped services were presented to the focus organization of the study. While this plan was not implemented, it generated positive expectations within the company. Through the application of this study, it was possible to conclude that the use of process mapping, coupled with Lean methodology and quality tools, enables an organization to efficiently seek improvements in its processes.