A Gestão Informatizada De Documentos No TCM Do Estado Da Bahia

Villalobos, Ana Paula de Oliveira; OLiver, Paulo

doi:10.9771/1981-6766rpa.v8i1.6493

Cited by 1 publication

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“…A document management system serves the operational and strategic needs of an organization preserving its historical records, maintaining its intellectual property, and protecting its strategic and legal interests (Villalobos & Oliver, 2014).…”

Section: Review Of Literaturementioning

confidence: 99%

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Innovation in health-care companies: a strategy to increase customer service productivity

Miraldo

Monken

Motta

et al. 2019

INMR

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Purpose To promote access to their services, health-care companies provide various communication channels to their customers (beneficiaries) to enable the receipt of requests, such as authorization for examinations, procedures and hospitalizations. Under the approach of innovation studies, the management of customer relationship channels for health-care companies is characterized as a knowledge-intensive business service (KIBS). The purpose of this study is presenting innovation as a strategy to increase customer service productivity, as well as the monitoring of the quality of the service, the generation of health information for beneficiaries and compliance with the regulation set by the Brazilian National Health Agency (ANS). Design/methodology/approach The study is characterized as an applied research, as it proposes solutions to problems faced by supplemental health-care companies using the strategy of action research, i.e. an independent, social research with an empirical basis. Findings The result of this study shows that a computerized health-care system can increase productivity by 21.96%, and it presents an innovative solution for health-care companies to guarantee the process of meeting the demands and requests of their beneficiaries, ensuring the compliance with ANS regulations. Practical implications These results can be replicated to other healthcare companies and contribute to those seeking innovation, increased productivity and quality improvements in their services. Originality/value This work was also motivated by the lack of lstudies in the areas of health-care companies in Brazil.

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Section: Review Of Literaturementioning

confidence: 99%

“…Characteristics of EDM ( Giandon, Mendes & Scheer , 2001 ; Malachias , 2014; Villalobos & OLiver , 2014): creation, processing and review; approval; distribution and sharing (spreading); archiving; research optimization (location and traceability); organization; and sharing. …”

Section: Review Of Literaturementioning

confidence: 99%