出版社：Grupo de Pesquisa Metodologias em Ensino e Aprendizagem em Ciências
摘要：This work aims to contribute with a customer demand management model, based on a call center. This is action research, developed at the University Nove de Julho (UNINOVE), located in the city of So Paulo - SP, Brazil. The study consists of a mapping of available information technology tools and the causes of bottlenecks. After compiling the data, it was disclosure to internal UNINOVE’s ambulatory managers and other stakeholders. The use of the simulation at the Uninove Ambulatory - Vergueiro contributed to enhancement of the management of care processes for patients with and without appointments. The manager's perception of the need to adapt the simulated processes to the maximum and minimum demand for patient care, proved to be relevant in the readjustment of the demand processes and the productive capacity. The proposed model in this research contributes to the strategic management of short- and medium-term operations and the enhancement of allocation and use of resources for patients who need care. Furthermore, assists the management of health service operations, specifically those maintained by a higher education institution (HEI), as well as the research and teaching-learning process in management. It also offers to the health managers a simulation methodology to manage the demands of health care and the adequacy of the necessary resources for a balanced productive capacity.
