PPG.EGPSA/ITEGAM
URI permanente desta comunidadehttps://rigalileo.itegam.org.br/handle/123456789/1
A comunidade dispõe da produção técnica e científica do Programa de Pós-graduação em Engenharia, Gestão de Processos, Sistema e Ambiental (PPG.EGPSA) do Instituto de Tecnologia e Educação Galileo da Amazônia (ITEGAM), fruto da atividade de pesquisa e desenvolvimento (P&D). É possível acessar os trabalhos de conclusão do programa de pós-graduação, artigos e livros vinculados a pesquisa, desenvolvimento, inovação e extensão.
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Resultados da Pesquisa
Item Metodologia fuzzy aplicada na avaliação da qualidade dos serviços hospitalares. Estudo de caso em um hospital do Amazonas(Instituto de Tecnologia e Educação Galileo da Amazônia, 2023-06-05) CESCONETO, Fernando da Silva; NASCIMENTO, Manoel Henrique Reis; http://lattes.cnpq.br/0850846128967798There is currently an important challenge for hospital companies, which is to offer their services with the highest quality to their customers. And meeting this demand requires more efforts from public or private organizations to provide quality services offered to customers who are more demanding and interested not only in cost, but in the quality of the product or service offered. Therefore, if you guarantee in the market, you have an unknown, to evaluate the quality of services to monitor the quality of service according to the expectations of your customers, thereby creating competitive advantages. In this context, the private hospital in Manaus is with an interest in measuring its quality, placing itself as an object of study, in order to know: the quality of the services offered by the Hospital in the view of the clients, identifying the relevant positive and negative aspects for that the Hospital can act more precisely on the points that allow it to achieve excellence in customer service and acquire more competitiveness. This reality dictates the need to create effective methods to meet the demand for quality in hospital services. In response, the purpose of this study arises to create a quality assessment model using the Fuzzy inference system, based on the studies by Parasuraman, Zeithaml and Berry, in 1994, who developed the SERVQUAL scale, an efficient instrument to assess the quality of services with evaluative diagnosis of quality that are important and followed until today. For this, a model was developed to evaluate the quality of private hospital services in Manaus. The questionnaire was used as data collection techniques, as determined by the SERVQUAL scale, which generated variables that were used for Fuzzy Inference in the Matlab R16 Student software. The results made it possible to evaluate the quality of customer service, which reached an index of 82.7%, thus identifying the level of customer satisfaction, highlighting the negative points, essential information for managers to implement appropriate improvements.Item Uso da ferramenta DMAIC: alto índice de falhas no processo de parafusamento de heat sink(Instituto de Tecnologia e Educação Galileo da Amazônia, 2022-12-14) RAMOS, Juan Gabriel de Albuquerque; LEITE, Jandecy Cabral; http://lattes.cnpq.br/7279183940171317The DMAIC methodology has the potential to detect failures in production processes and point out improvements to the results. In this sense, the general objective of this research seeks to point out through a case study how the use of DMAIC within a company in the Manufacturing sector of other assorted electrical equipment and components evaluating the high rate of failures in the screwing process of heat sink can be an effective tool to leverage and improve the company's production processes, thus resulting in greater profitability. Thus, the specific objectives seek to present and conceptualize what quality management is, conceptualize what production management is and how the application of its primary principles results in advantages for effective production management, elucidate what and how a process mapping in compliance with process engineering, present and conceptualize what continuous process improvement is and what are its main tools, conceptualize what the DMAIC Methodology is, and finally, carry out a case study in a company that produces and supplies automotive parts, pointing out how the use of DMAIC can be a great differential, in order to reduce failures in production processes and leverage profitability. In order to reach the objectives, bibliographic research was primarily carried out to survey the theoretical basis and later a case study was applied in Company X. Finally, it is suggested to carry out a new case study, where the DMAIC methodology can be used. applied again, in order to demonstrate its effectiveness in manufacturing companies.