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 Fuzzy Methodology Applied in the Evaluation of the Quality of Hospital Services. Case Study in a Hospital in Amazonas.(Instituto de Tecnologia e Educação Galileo da Amazônia, 2023) CESCONETO, Fernando da Silva; NASCIMENTO, Manoel Henrique ReisCurrently, there is an important challenge for hospital companies, which is to offer their services with the highest quality to their customers. 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, guaranteeing in the market a way to evaluate the quality of services to monitor the quality of service according to customer expectations is essential to create competitive advantages. In this context, a private hospital in Manaus was chosen as the object of study, aiming to know the quality of the services offered by the hospital from the customers' perspective, identifying the relevant positive and negative aspects so that the hospital can act more precisely on the points that enable it to achieve excellence in customer service and acquire more competitiveness. For this, a model was developed to evaluate the quality of private hospital services using the Fuzzy inference system, based on the SERVQUAL scale developed by Parasuraman, Zeithaml, and Berry in 1994. 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 Análise do Manejo dos Resíduos de Serviços de Saúde: Um Estudo de Caso em um Hospital Universitário de Manaus/AM(Instituto de Tecnologia e Educação Galileo da Amazônia, 2022-03-16) SILVA, Maria do Carmo Costa; CAMPOS, Paola Souto; http://lattes.cnpq.br/6414810834266975It is dissertation aims to analyze the current process of management and treatment of health service residues of the Hospital University Getúlio Vargas (HUGV). For this, the following specific objectives were traced: identify the current generation and segregation locations of Health Service Waste (RSS) generated; analize the proceed of segregation, packaging and treatment currently carried out in RSS; and relate the current RSS management with hospital cost for the treatment and final disposition. For better deepening in the research object, it was based on expert in studies on the environment, health service waste, supporting mainly in: Gomes (et al, 2015), Oliveira (et al, 2018) and Ventura (et al, 2012). For this work, to examine the process of waste management and expose the possible environments, it was necessary to discuss the legislation in force, such as: Law 6.938/81, which deals with the National Environmental Policy, Resolution 222/20118, which updates the management of health waste, a new Revision of 306/2004; Law 12.305/2010 establishing the National Solid Waste Policy (PNRS). The research, this is a case study of quantitative/ qualitative, exploratory descriptive, on the HUGV Waste Management Plan. In data collection, the following instruments were used: the interview and observation. The information was collected through the Observational Route of the Current Flow and the construction of the script based in the RDC 222/2018. Consistently, the results obtained show that the hospital cost with waste treatment is directly related to the management of RSS. With this, it was concluded that the management process in the hospital is not fully in accordance with current legislation, and that this nonconformity has as a consequence the high cost for the final treatment and destination of PGRSS, the hospital. The research makes a relevant contribution to HUGV, with suggestions for proposals for improvements in the management work of RSS.