Submitted by Sara Ribeiro (sara.ribeiro@ucb.br) on 2018-04-24T14:45:40Z No. of bitstreams: 1 KatianeDuarteFelixDissertacao2017.pdf: 1649203 bytes, checksum: a93de32b23bab298272b9a92cf5cb40f (MD5) / Approved for entry into archive by Sara Ribeiro (sara.ribeiro@ucb.br) on 2018-04-24T14:46:44Z (GMT) No. of bitstreams: 1 KatianeDuarteFelixDissertacao2017.pdf: 1649203 bytes, checksum: a93de32b23bab298272b9a92cf5cb40f (MD5) / Made available in DSpace on 2018-04-24T14:46:44Z (GMT). No. of bitstreams: 1 KatianeDuarteFelixDissertacao2017.pdf: 1649203 bytes, checksum: a93de32b23bab298272b9a92cf5cb40f (MD5) Previous issue date: 2017-12-11 / In an environment with constant and rapid changes and increasing competition, organizations need to identify ways to be able to face this competition. SESI carried out 67 panels of specialists that identified 1275 products, comparing to the SESI portfolio, it was verify that of this total, 36.4% (464) SESI did not offer, 21.5% (274) SESI offer, providing a reflection on the lack of notion of specialists regarding the SESI portfolio in Occupational Safety and Health and Health Promotion. This way, the institution can benefit by identifying means of using digital technologies and existing information within its institutions through the identification of elements understanding of the dynamics in the dissemination and development of services to meet the demands of Brazilian industries. It??s proposed to characterize a system for a new relationship between SESI and customers in the service offering, using the PDCA Cycle methodology associated with the Design Thinking approach and requirements engineering concepts with the purpose of improving demand-side service. / Com as constantes e r??pidas mudan??as no ambiente e uma concorr??ncia cada vez maior, as organiza????es necessitam identificar formas de conseguir enfrentar essa competi????o. O SESI realizou 67 pain??is de especialistas que identificaram 1275 produtos, comparando ao portf??lio do SESI, verificou-se que deste total, 36,4% (464) o SESI n??o oferta, 21,5% (274) o SESI oferta, proporcionando uma reflex??o quanto ?? falta de conhecimento dos especialistas quanto ao portf??lio do SESI em Seguran??a e Sa??de no Trabalho e Promo????o da Sa??de. Com isso, a institui????o pode beneficiar-se ao identificar meios de utilizar as tecnologias digitais e as informa????es existentes dentro das suas institui????es atrav??s da identifica????o de elementos de entendimento da din??mica na divulga????o e no desenvolvimento de servi??os para o atendimento das demandas das ind??strias brasileiras. Prop??e-se caracterizar um sistema para nova forma de relacionamento entre SESI e clientes na oferta de servi??os, utilizando a metodologia do Ciclo PDCA associado a abordagem do Design Thinking e conceitos da engenharia de requisitos com intuito de melhoria do atendimento a demanda.