Aplicação da metodologia QFD-Fuzzy-Servqual como ferramenta de planejamento da qualidade no centro cirúrgico de um hospital público de ensino
In Brazil, many public hospitals constantly face problems related to high demand and scarce resources, which hinders the functioning of sectors such as the surgical center, since it is considered one of the most relevant pillars for the proper functioning of a hospital, due to its complexity, critic...
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| Formato: | Dissertação |
| Idioma: | pt_BR |
| Publicado em: |
Universidade Federal do Rio Grande do Norte
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| Endereço do item: | https://repositorio.ufrn.br/handle/123456789/45774 |
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| Resumo: | In Brazil, many public hospitals constantly face problems related to high demand and
scarce resources, which hinders the functioning of sectors such as the surgical center,
since it is considered one of the most relevant pillars for the proper functioning of a
hospital, due to its complexity, criticality, economic and social importance. Therefore,
the management of all assets must be done accurately and with well-founded
decisions. However, subjectivity and other difficulties present in decisions, make the
management of hospital resources a challenge. That said, this work aims to propose
the application of a hybrid approach, formed by the tools QFD, fuzzy logic and
SERVQUAL as a decision support tool for planning the quality of the surgical center of
Hospital Universitário Onofre Lopes (HUOL). In principle, to achieve this goal, it will be
necessary to discover and analyze the main needs of the medical team working in the
operating room, through the application of the SERVQUAL questionnaire, associated
with the fuzzy logic. Then, the most relevant deficiencies will be transformed into
entries for QFD-FUZZY, where they will be translated into project requirements. Soon
after, an analysis will be made of the relationships between the inputs and these
requirements, and then generate the ranking of the actions with the greatest impact on
improving the overall quality of the operating room. Thus, the results of this work point
out that the proposed methodology is able to improve the decision process to which
hospital managers are submitted, in order to improve the quality of the operating room. |
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