A influência da gestão da qualidade sobre serviços terceirizados de hotelaria em um hospital universitário

Abstract

Hospitals are dynamic organisms and despite the efforts made, they have the stigma of being a hostile environment and complex to be managed. In this context, Hospitality Hospitality appears, taking actions based on Quality Management to present a direct answer to the existing challenges in the hospital routine. The Hospitality Division of the HCFMRPUSP Hospital was created in 2008 and as of 2015 it instituted Quality Management in its services and in view of that, questions emerged about the real level of satisfaction of institutional users regarding outsourced hotel services. General Objective: To analyze the impact of Quality Management on outsourced services of the Hospitality Division of HCFMRPUSP. Specific Objectives: 1) to evaluate user satisfaction regarding the outsourced services of the Hospitality Hospitality Division. 2) to analyze the introduction of quality management guidelines in the operational and administrative routine of outsourced services in the Hospitality Division. Methodology: For the 1st objective, the satisfaction indexes obtained between 2012 and 2014 by the Hotel Industry, a period that precedes the implementation of quality management, were compared with the results achieved between 2016 and 2018 to verify whether or not there was an improvement in quality. For the 2nd objective, the perception of the outsourced workforce in the Hotel industry was evaluated regarding the importance of Quality Management in their daily lives, using a questionnaire structured on a Likerttype scale with 28 statements divided into five topics: Personal Scope, Sectoral Scope, Leadership Scope , Strategic Scope and Satisfaction Survey Scope, for a random sample of 209 professionals. Results: After assessing satisfaction rates, it was observed that between the pre and post-intervention periods, satisfaction rates increased by 22% in the Hygiene and Cleaning Service, 16% in the Hospital Clothes Processing Center and 10% in the Concierge and Surveillance Service, demonstrating that the introduction of quality management guidelines has contributed to increasing user satisfaction. Regarding the questionnaire, respondents showed 94% agreement in the Personal Scope, indicating that they understand the importance of quality management to meet the needs of users. In the Sectorial scope, the agreement was 97%, demonstrating the importance of evaluating users about the services and how the indicators facilitate the achievement of goals. In the Leadership and Strategic Scope, the agreement was 90%, confirming, in the view of the outsourced staff, that the leaders and the Institution fulfill their role in the dissemination of good practices and provide conditions for their professional development. Concerning the Satisfaction Survey Scope, the agreement was 94%, validating the instrument as an indicator of users' preferences and as an aid in modeling work processes. It can be concluded that, between the periods studied, there was an average increase of 19% in user satisfaction and related to the questionnaire, the gener...