Gestão de capacidade em serviços
: a gestão de capacidade num hospital de dia

  • António Maria Oom de Sousa da Costa (Student)

Student thesis: Master's Thesis

Abstract

The services economy has been increasing since the 90s. They are now a driving force of the economy of each country. Within this area of services, capacity management is a concept that has been studied and developed over the years. Capacity management is crucial for the services in that it employs strategies in order to meet demand and at the same time is responsible for maintaining the service quality and efficiency levels constant. This study focuses on the capacity management in a hospital setting, specifically in an oncology/multipurpose day hospital and aims to identify problems in existing processes and suggest solutions. The study was conducted in a stage context. This took place at the Hospital Beatriz Ângelo during the last four months of 2014. The methodology used by the author was the action-research (AR), which allows developing strategies for problem solving through collaboration with various stakeholders present in the organization. It was possible to conclude that there is a capacity management issue in the study area. Among the suggestions there is the need for a joint planning of the various areas that are part of existing processes on a day basis. It is hoped that this study contributes to the development of literature which includes Operations Management and capacity management, especially in a hospital setting.
Date of Award21 Jan 2016
Original languagePortuguese
Awarding Institution
  • Universidade Católica Portuguesa
SupervisorRita Ribeiro (Supervisor)

Keywords

  • Operations management
  • Services
  • Capacity
  • Hospital
  • HDMO/HDMP
  • HBA

Designation

  • Mestrado em Gestão

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