Análise e proposta de melhoria de processos de negócio num contexto de farmácia

: implementação de sistema de informação

Abstract

Titled as "Analysis and proposal for improving business processes in a Pharmacy context - Implementation of an Information System", this dissertation aims to analyze a Pharmaceutical business, its needs and market requirements as well as the allied processes, so that it can later be analyzed the potential connected with the implementation of an information system and, consequently, to promote the organization`s improvement. The developed study intends to uncover hypotheses of solution for the technological delay felt in the Portuguese pharmacies. In order to contextualize the object of study of the present work, it becomes relevant to focus on the presence of two similarly important dimensions. Initially, the technological society in which we are part of, where technology influences our society and not the opposite, where the human being lives from the connectivity, the lived experiences and the sharing with his peers. On the other hand, a global society in a world crisis, frequent in the European Continent. Consequently, issues related to technological and social trends were further analyzed, as well as the technological trends encountered by the business community. Business intelligence, E-Commerce, information systems and customer service were addressed, in order to fit the entire study. A qualitative research study was developed since research and the process of interpretation do not require the use of statistical methods and techniques. In parallel, the research was developed and applied directly in the context of study, Farmácia Central dos Carvalhos, being the analysis of the context and the collection of documentation the direct source of information for itself. All work carried out in an organizational context was valued, in which, through participatory observation, it was the objective to develop improvement solutions related to the company's business processes. The aim was to solve the research question, which presupposed the analysis of the potential of implementing an information management system, through innovative solutions and always in accordance with the technological trends present in the business community, such as the optimization of e-commerce, of internal communication processes and the implementation of an information system. In a final stage, final considerations and suggestions for further work were elaborated, always according to the work developed and consequent elations.

Date of Award	19 May 2017
Original language	Portuguese
Awarding Institution	Universidade Católica Portuguesa
Supervisor	Jorge Julião (Supervisor)