OLIVEIRA, I. V.; http://lattes.cnpq.br/8603145435511343; OLIVEIRA, Ismênia Vilar.
Resumen:
The constant seek for improvement and for quality goods and/or services which meet the needs of customers has been a constant challenge for companies that want to remain competitive in the market. In this context, it has sought to use simple and effective tools to improve quality of goods and services and reduce errors, waste and costs, among others. Thus, the objective of this study is to analyze the pre-service sectors: screening and reception, and the medical consultation service sector of Alice de Almeida's Hospital and Maternity and propose improvements. In order to achieve the objectives, it was used the quality tools: Pareto Diagram, Ishikawa Diagram and 5W2H in the pre-service and service sectors. With Pareto diagram, it was possible to identify the problems in the sector so that it could prioritize the ones with highest degree of importance. Moreover, Ishikawa Diagram enabled to relate causes and effects of these problems. Among the possible solution options, the 5W2H tool gave support in decision making. It is believed that the use of these tools enabled to build solutions that can improve quality of services provided to customers.
