Aplicação da metodologia de tempos e métodos para otimizar a prestação de serviços de uma clínica odontológica

Abstract

Due to the technology increase, the number of demanding customers and the competitiveness in the marketplace, the service sector is seeking to improve its processes everyday. One of the main goals of companies in this area is to achieve the customer’ satisfaction, and for this the company should seek to provide a quality service that meets the prerequisites thereof. To achieve this goal companies have been looking for production management tools to assist in the process. In view of this, the present study used the study of times and methods to identify the points of improvement of the process with greater financial income of a dental clinic. After the data and information collection, the process flow chart and the chronoanalysis calculations were obtained, obtaining a standard time for each type of procedure and checking the points with greater variability in the process. To facilitate the accomplishment of the work in the clinic, Standard Operating Procedures (POPs, in Portuguese) of the current method were elaborated, with suggestions for corrective actions. Finally, knowing the process as a whole, it has become possible to suggest changes throughout the process to achieve optimum service delivery. In this way, it is possible to understand the importance of the study of times and methods in the provision of services, since it allows to identify faults and to see small improvements that can be made throughout the process, without additional costs for the company.