Modelo de excelÃncia em gestÃo da qualidade no setor pÃblico : estudo de caso em um hospital militar

AUTOR(ES)

Marcos Carneiro da Silva

DATA DE PUBLICAÇÃO

2008

RESUMO

The present research had the objective to use the Model of Excellence in Management with GESPÃBLICA as a basis to the analysis of practices of quality found in the General Hospital of Recife (HGeR), as well as examine the stage of learning reached.The study in the hospital field is justified due to the peculiar nature and due to the high degree of complexity of this type of organization, as Drucker (1999) can stately affirm: The management in the field of health is more complex than any other type of organization . The theoretical reference is supported by the management which influenced concepts, models and norms adopted by the Federal Government in its acts towards the process of Reform of the State. For this purpose it is of outstanding participation the GESPÃBLICA, which aims basically improve, in a continuous way, the management quality of the departments that compose the Brazilian Public Sector, whose purpose is to reach a level of excellence in the attending of its products, services or processes with a high level of quality to the citizen/client.The methodology used was the case study along with bibliographic research, semi-structured interviews, documental analysis of the Reports for the HGeR management, during the period of 2005 â 2007, as well as material colected form the results of the opinion polls, carried out with the users of the system. In addition to that it was used the personal observation. The research had a qualitative emphasis, with the data colected and worked out according to the analysis of the content. The conclusions of the work have the year 2005 as a reference because it was during this period that the HGeR reached the best results if compared to its level of quality. However between the years 2006-2007 it began to show an unfavourable tendency due to the increasing demands imposed by the hospital whose investments in Human Resources were insufficient. In spite of all these drawbacks it should be noticed the outstanding role performed by the high leadership engaged in the process of improvement with the aim to better serve the clients along with a participative management.It was also noticed that the knowledge management is an issue which is not very explored and known by the HGeR for its more critical results fall on the criteria that require a bigger mastery of this innovative model of management. Finally it is necessary at the moment to point out the existence of the favorable conditions to the presentation of suggestions which lead to stages of learning more advanced, especially for the points where were identified more defficiences related to, the practices of quality already adopted

ASSUNTO(S)

administracao publica prÃticas de qualidade practices of quality hger model of knowledge management learning hger aprendizado modelo de excelÃncia em gestÃo

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