PROPOSTA DE MELHORIA BASEADA NA METODOLOGIA DMAIC EM UMA UNIDADE DE PRONTO ATENDIMENTO DE SAÚDE

Abstract

Due to the increasing competitiveness among companies, organizations have new challenges related to the market dispute, and this situation is not only limited to manufacturing organizations, but also covers service organizations. Because to the market dispute, organizations have been increasingly concerned with the quality of service provided and customer satisfaction, seeking to offer customers agility and quality in the delivery of the service. Based on this, the Six Sigma system can assist the organization in reducing variability, increasing customer satisfaction and quality of service provided. In this context, the present work proposes the partial implementation of the DMAIC methodology in a health unit located in Campos Gerais region, in the state of Paraná. Subsequently, the data collection and analysis, process mapping and identification of actions were developed. The calculated sigma level of the process in question was 1,34. Based on this indication, a goal was defined and, consequently, an action plan was developed and presented as a proposal for improvement to the hospital’s management. The action plan may suffer some adaptations according to the necessities of the institution.