This diploma thesis covers the design and implementation of changes and extension modules of a chosen information system, used in JUDr. Ján Bartánus's attorney office in Ružomberok. The system, implemented as a web application based on the Symfony framework, is dedicated to the simplyfing, monitoring and organization of the work processes in a generic attorney office located in the Slovak Republic. For the purposes of a correct design, the thesis contains an analysis of the current state of the given attorney office, the environment in which it operates, its information system and existing solutions. Tools that were used to conduct the analysis were the SLEPT method, Porter's five forces, model 7S and SWOT matrix. Based on the results of the analyses, a change of the system has been designed, which entails an upgrade of the system, its user interface, integration of the register of companies of Slovak Republic and an extension module intended for the financial valuation of work performed by an attorney. The application has been developed utilizing the PHP and JavaScript programming language. The valuation module integrates the Google Maps API. The stability and speed of the system were tested by functional tests and profiling of the duration of HTTP requests. The main contribution of this thesis is the design and implementation of an extension of the information system, which can be used in any arbitrary attorney office situated in the Slovak Republic, and its practical application in the chosen company. This thesis builds on a previous thesis dedicated to the design and implementation of the information system, which is being extended in this diploma thesis.

Orientador: Sueli Terezinha Ferrero Martin / Resumo: A pesquisa buscou investigar as condições atuais do trabalho com grupos realizado nos Centros de Atenção Psicossocial (CAPS), serviços estratégicos da política pública de atenção à Saúde Mental. No processo de reforma psiquiátrica brasileira, a transformação da rede assistencial e das práticas em saúde passou a considerar os grupos como um dos principais meios de trabalho dos profissionais em saúde mental. Os diferentes interesses e projetos políticos envolvidos neste processo se atualizam na dimensão particular da disputa entre o modelo biomédico e o modelo de atenção psicossocial, que propõem diferentes arranjos tecnológicos e distintas finalidades para o trabalho com grupos. A fim de apreender as tendências e contratendências desse tipo de atividade, partiu-se das concepções dos profissionais acerca do trabalho que realizam com grupos em suas relações com o processo de trabalho e com os modelos de atenção. Para tanto, conjugou-se a pesquisa teórica em referenciais do campo da Saúde Coletiva e da Reforma Psiquiátrica, com a pesquisa empírica em dois Centros de Atenção Psicossocial da cidade de Curitiba (PR). A análise reuniu dados de observação participante, questionários aplicados para todos os profissionais que realizavam grupos no momento inicial da pesquisa (trinta), três sessões de grupo focal com dez participantes e entrevistas semiestruturadas com sete participantes. Participaram da pesquisa profissionais de diferentes núcleos profissionais, incluindo enfermagem (téc... (Resumo completo, clicar acesso eletrônico abaixo) / Abstract: This study aimed to investigate the current conditions of the group work carried out at Psychosocial Care Centers (CAPS), which are strategic services of Public Mental Health Policy. In the course of the Brazilian Psychiatric Reform, the transformation of the assistance network and health practices began to consider groups as one of the primary work methods for mental health professionals. Different interests and political projects involved in this process are updated into the particular dimension of the dispute between a biomedical model and a psychosocial care model, which propose different technological arrangements and distinct goals for group work. In order to apprehend the tendencies and countertendencies for this kind of activity, we initially considered the professionals’ conceptions about their group work practice and their relations with the work process and health care models. Therefore, we combined theoretical research in the fields of Collective Health and Psychiatric Reform with the empirical research in two Psychosocial Care Centers (CAPS) of Curitiba City/PR. The analysis gathered data from participant observation, questionnaires applied to all professionals who were conducting group work at the beginning of the research (thirty), three focus group sessions with ten participants, and semi-structured interviews with seven participants. Professionals from different areas, including nursing (technical and university levels), psychology, social work and occupation... (Complete abstract click electronic access below) / Doutor

Background: In recent years’ complaints on medical IT-systems has been seen in scientific journals concerning lack of usability, non-adequacy and deficiency of adaptation to the work activity. With a take-off point in safety work, MTO (Man - Technology - Organization), the nurses’ work in admission process has been studied in relation to a medical IT-system (Cosmic) and the routines of the organisation. Purpose: The purpose is to evaluate the nurses work process during admission patients in interaction with the medical IT-system (Cosmic). The strengths and weakness of the work process is mapped out and important protection barriers are shown with aim to enhance the work process with regards to nurses’ well-being and patient safety. Method: A qualitative field study was conducted at a ward at an emergency hospital. Observations of the nurses’ work process has been made as well as six interviews with nurses and one with their unit manager. In addition to that 13 nurses answered a questionnaire. Collected data has been categorized aided by a hierarchic task analysis and barrier analysis. Results: During interviews it was phrased that nurses mainly perceived the admission process well-functioning and Cosmic as a good work tool. However, there was a dissatisfaction with the number of clicks required to fulfil a task and a certain inconsistency with menus in Cosmic. It took long time to learn how to use Cosmic for the nurses. The biggest strength in Man - Technology - Organization identified as nurses work along with templates created by organization and used by nurses. The nurses make the process work despite deficits in Cosmic. Even tough templates exist because of deficits in Cosmic they are important complements that aids nurses collecting patient information in a standardized way. Nurses work process as well as complementary aid was identified as a barrier for information loss. A barrier for protecting nurses from frequent interruption in the work process was identified lacking. Conclusion: Technical systems (T) are available for the work process but these systems are not completely purposive. It is with the complementary aid (T) that nurses (M) through the organisations routines (O) make the admission process to work well. Keywords: MTO, usability, healthcare, nurses, Cosmic, admission process, work process, interactions, IT-system. / Bakgrund: Till grund för studien ligger klagomålen på medicinska IT-system i fackpress och vetenskapliga artiklar när det gäller bristande användarvänlighet, icke ändamålsenliga. Med utgångspunkt i ett synsätt på säkerhetsarbete, MTO, har sjuksköterskornas arbete i inskrivningsprocessen studerats i relation till ett medicinskt IT-system (Cosmic) och organisationens rutiner. Syfte: Syftet är att utvärdera hur sjuksköterskornas arbetsprocess vid inskrivning av patienter fungerar i förhållande till ett medicinskt journalsystem (Cosmic). Genom att kartlägga vilka styrkor och svagheter som finns i sjuksköterskors arbetsprocess i interaktion med journalsystemet påvisas viktiga skyddsbarriärer samtidigt som förslag till förbättringar presenteras. Metod: En kvalitativ fältstudie har utförts på en vårdavdelning på ett akutsjukhus i Stockholm. Sex timmars observationer av sjuksköterskors arbete har genomförts. Sex sjuksköterskor och deras chef har intervjuats. Därtill har 13 stycken sjuksköterskor svarat på en enkät. Insamlad data har kategoriserats och analyserats med hjälp av barriäranalys och hierarkisk uppgiftsanalys. Resultat: Under intervjuerna framkom att sjuksköterskorna överlag upplevde att inskrivningsprocessen fungerade bra och att Cosmic var ett bra arbetsredskap. Dock uppfattades en viss tröghet i Cosmic: många klick krävdes för att hitta rätt rubrik, rubriker var inte alltid konsekventa och det tog lång tid att lära sig. De största styrkorna i människa-teknik-interaktionen identifierades som sjuksköterskans arbete samt organisationens arbete i form av mallar. Sjuksköterskorna får inskrivningsprocessen att fungera trots vissa brister i Cosmic. Trots att mallar finns på grund av brister i Cosmic är de ändå viktiga komplement som hjälper sjuksköterskor att samla in nödvändig information på ett standardiserat sätt. En barriär som saknas är skydd mot att sjuksköterskorna blir avbrutna i inskrivningsprocessen. Avbrott i arbetsprocesser har kopplats samman med felhandlingar och därför rekommenderas åtgärder och barriärer mot detta. Slutsats: Tekniska system finns att tillgå vid arbetsprocessen men dessa system är inte helt ändamålsenliga. Det är kompletterande hjälpmedel (T) och sjuksköterskor (M) som genom organisationens rutiner (O) får inskrivningsprocessen att fungera bra. Nyckelord: MTO, användbarhet, sjukvård, sjuksköterskor, Cosmic, inskrivning, arbetsprocess, interaktioner, IT-system.

The research dealt with the influence that gestalt group therapy may have on the emotional development of deprived toddlers. The research consisted of a literature study and an empirical study. The literature study contains information on groupwork and emotional development of the toddler. The empirical research was conducted by involving six toddlers in a group. They were identified by means of purposive sampling. A pre-test was done with each child to determine their emotional development. After six group sessions of 30 minutes each, a post-test (using the same test as for the pre-test) was done with each child. The pre-test and post-test results were compared with each other. The content of each session were examined and also included in the findings. Empirical data revealed that gestalt group therapy can stimulate the emotional development of deprived toddlers. The conclusion can thus be made that gestalt group therapy can stimulate the emotional development of deprived toddlers. As a result of this study, conclusions and recommendations for future research were formulated. AFRIKAANS : Die ondersoek was daarop gerig om te bepaal of die benutting van gestaltgroepspelterapie die emosionele ontwikkeling van die gedepriveerde kleuter kan stimuleer. Die ondersoek het bestaan uit 'n literatuurstudie sowel as empiriese navorsing. Die literatuurstudie is gedoen ten opsigte van groepwerk en die kleuter se emosionele ontwikDie empiriese deel van die ondersoek is uitgevoer deur ses kleuters deur middel van doelgerigte steekproeftrekking by die groep in te sluit. 'n Voortoets om die emosionele ontwikkeling van die kleuters te bepaal, is gedoen. Daarna is ses gestaltgroepwerksessies van 30 minute elk uitgevoer. Dieselfde toets as wat vir die voortoets benut is, is weer aan die kleuters gegee en die resultate is met mekaar vergelyk. Die inligting uit die sessies is ook genoteer en benut. Uit die empiriese gegewens het dit geblyk dat daar wel emosionele ontwikkeling by die kleuters plaasgevind het. Die gevolgtrekking kan dus gemaak word dat gestaltgroepspelterapie benut kan word om gedepriveerde kleuters se emosionele ontwikkeling te stimuleer. Gevolgtrekkings en aanbevelings vir toekomstige navorsing is na aanleiding van die studie geformuleer. keling. Copyright / Dissertation (MSW)--University of Pretoria, 2009. / Social Work and Criminology / unrestricted

Syfte – Syftet med studien är att utforma en arbetsprocess för att öka lagerservicenivå genom reducering av effekterna från betydande och osäkra anskaffningsledtider i kombination med begränsad efterfrågehistorik med beaktning på lagerkostnader. För att uppnå syftet och skapa en arbetsprocess har syftet brutits ned i tre frågeställningar: [1] Hur kan betydande och osäkra anskaffningsledtider beaktas för att uppnå en ökad lagerservicenivå? [2] Hur kan begränsad efterfrågehistorik beaktas för att uppnå en ökad lagerservicenivå? [3] Hur kan en artikelklassificering med beaktning på lagerkostnader, efterfrågehistorik och efterfrågevariation möjliggöra dimensionering av buffertar för att uppnå en ökad lagerservicenivå? Metod – Studien utfördes som en fallstudie på ett företag verksamt inom elfordons industrin. Både kvalitativa och kvantitativa datainsamlingstekniker användes. Datainsamlingstekniker som ansågs vara relevanta för studien var dokumentstudier, intervjuer och observationer. Resultat – Arbetsprocessen fås fram utifrån de tre frågeställningarna. Betydande och osäkra anskaffningsledtider kunde beaktas genom att granska en verksamhets försörjningskedja genom en värdeflödesanalys. Kunde anskaffningsledtiden kortas ner så skulle ett framtida önskat tillstånd bearbetas fram. Kunde anskaffningsledtiderna ej kortas ner föreslogs det att implementera säkerhetstid. För att beakta en verksamhets begränsade efterfrågehistorik identifierades det olika tillvägagångssätt genom att granska efterfrågetypen. Vid betingad efterfrågan föreslogs det att använda sig av prognoser. Vid icke-betingad efterfrågan vid små volymer eller vid nya artiklar föreslogs det att mänsklig bedömning används. För övrig icke-betingad efterfrågan rekommenderas en kombination av mänskligt omdöme och prognoser. Vidare för all efterfrågan rekommenderades införandet av säkerhetslager. Dessa buffertars dimensionering baseras på artikelklasskombinationen från ABC-, XYZ- och kostnadsklassificeringen utifrån en MUSIC 3D analys. Utifrån detta presenterar även en rekommenderad handlingsplan för de samtliga klasserna. Implikationer – Studien resulterar i en arbetsprocess som kan användas för andra verksamheter med betydande och osäkra anskaffningsledtider i kombination med begränsad efterfrågehistorik för att öka lagerservicenivån med beaktning till lagerkostnader. Arbetsprocessen ger en vägledning om vilka faktorer som bör beaktas för att möjliggöra en ökad lagerservicenivå. Begränsningar och fortsatt forskning – Studien är begränsad till att arbetsprocessen som tagits fram teoretiskt kan påvisa ökad lagerservicenivå för företag med betydande och osäkra anskaffningsledtider samt begränsad efterfrågehistorik. Studien berör heller inte uträkningar för att bestämma exakta nivåer av säkerhetslager. Den lagerkostnad som beaktas hos fallföretaget är inköpspris. Studien är avgränsad till att implementeras på företag med lagerhållande verksamhet. För fortsatt forskning skulle arbetsprocessen kunna testas på flera företag. / Purpose – The purpose of the study is to design a work process to increase inventory service levels by reducing the effects of significant and uncertain procurement lead times in combination with limited demand history and at the same time regarding inventory costs. To achieve the purpose and create a work process, the purpose is divided into three research questions: [1] How can significant and uncertain procurement lead times be considered to achieve an increased service level? [2] How can limited demand history be considered to achieve an increased service level? [3] How can an item classification considering inventory costs, demand history and demand variation enable dimensioning of buffers to achieve an increased service level? Method – The study was conducted as a case study of a company active in the electric vehicle industry. Both qualitative and quantitative data collection techniques were used. Data collection methods that were considered relevant for studies were document studies, interviews, and observations. Findings – The work process is developed from the three research questions. Significant and uncertain procurement lead times could be considered by examining a business supply chain through a value flow analysis. If the procurement lead time could be shortened, a future state proposition is recommended. If it could not be shortened, it was proposed to implement safety time. To consider a business limited demand history, different approaches were identified by examining the type of demand. In the event of derived demand, it was suggested to use forecasts. In the case of non-derived demand for small volumes or for new items, human judgment is recommended. For other non-derived demand, a combination of human judgment and forecasts is recommended. Safety stocks are recommended for all types of demand. The dimensioning of buffers depends on the class combination from the MUSIC 3D in the ABC-, XYZ- and cost-classification which provides a suggested action plan. Implications – The study results in a work process that can be used for other businesses with significant and uncertain procurement lead times in combination with a limited demand history to increase the service level considering inventory costs. The work process provides guidance on which factors that should be considered to enable an increased service level. Limitations – The study is limited to demonstrate that the work process can theoretically increase the service level. The study also does not make calculations for setting exact levels of safety stocks. The warehousing cost is in the case company considered as the purchase price of goods. The study is limited to being implemented in companies with warehousing operations. For further research, the work process could be tested at several companies.

Syfte - Sjunkande marginaler hos primärprodukter har riktat ökad uppmärksamhet mot den lönsamma reservdelsverksamheten. Det finns dock utmaningar kring flödet av reservdelar, bland annat i) teoretiskt gap kring flödet av reservdelar, ii) behovet att effektivisera flöden av reservdelar, och iii) avsaknad av praktisk arbetsprocess. Med bas i dessa utmaningar har studiens syfte formulerats till ”Att utforma en arbetsprocess för effektivare materialflöde av reservdelar mellan OEM och centrallager för tillverkande företag”. Genom att identifiera och analysera effektivitetsvariabler som påverkar flödet av reservdelar, har en praktiskt tillämpbar arbetsprocess skapats för att effektivisera försörjningskedjan och fylla kunskapsgapet inom området. Metod - Denna studie är av typen enfallsstudie, som undersöker materialflödet av reservdelar och arbetsprocesser inom logistik. Data samlades in genom intervjuer och dokumentstudier för att identifiera effektivitetsvariabler. Studien kombinerar teori och empiri för att erhålla djupare förståelse av fallet och strävar efter att dra slutsatser och ge insikter som kan tillämpas inom logistikområdet i allmänhet. Resultat - Resultatet av studien redovisas en arbetsprocess som har utformats för att effektivisera materialflödet av reservdelar mellan OEM och centrallager. Genom att ha identifierat effektivitetsvariabler har studien prioriterat de variablerna med störst förbättringspotential. En arbetsprocess har utvecklats med konkreta förslag på förbättringar för att minska avstånd, kostnader och ledtider till centrallagret. Resultaten ger insikter om hur materialflödet kan effektiviseras mellan OEM och centrallager hos tillverkande företag. Implikationer - Resultatet av studien fyller kunskapsgapet genom att undersöka reservdelsflödet och dess koppling till effektivisering av försörjningskedjor. Genom att ha identifierat effektivitetsvariabler bidrar studien till ökad förståelse för hur företag kan effektivisera hanteringen av reservdelar. Studien adresserar viktiga utmaningar inom reservdelsförsörjningen genom att erbjuda praktiska lösningar och insikter till beslutsfattare för att skapa effektiva materialflöden. I studien har en arbetsprocess skapats, vilket kan hjälpa företag att effektivisera dess reservdelsflöden och undvika onödig resursförbrukning. Resultatet av studien kan fungera som en vägledning för företag som strävar efter att förbättra sitt materialflöde av reservdelar och öka sin övergripande effektivitet. Begräsningar - Studiens begränsningar är att enbart en enfallsstudie har utförts. Dessutom behandlas endast det materialflöde uppströms mellan OEM och centrallager som utgörs av det utvidgade försörjningskedjan. Därav undersöks inte materialflödet nedströms mot slutkund. / Purpose - Falling margins in primary products have directed increased attention to the profitable spare parts business. However, there are challenges around the flow of spare parts, including i) theoretical gap around the flow of spare parts, ii) the need to streamline the flow of spare parts, and iii) lack of practical work process. Based on these challenges, the purpose of the study has been formulated as "To design a work process for more efficient material flow of spare parts between OEM and central warehouse for manufacturing companies". By identifying and analyzing efficiency variables that affect the flow of spare parts, a practically applicable work process has been created to streamline the supply chain and fill the knowledge gap in the field. Method - This study is of the single-case study type, which examines the material flow of spare parts and work processes in logistics. Data were collected through interviews and document studies to identify efficiency variables. The study combines theory and empiricism to obtain a deeper understanding of the case and aims to draw conclusions and provide insights that can be applied within the field of logistics in general. Findings - The result of the study is a work process that has been designed to streamline the material flow of spare parts between the OEM and the central warehouse. By having identified efficiency variables, the study has prioritized those variables with the greatest potential for improvement. A work process has been developed with concrete proposals for improvements to reduce distance, costs, and lead-times to the central warehouse. The results provide insights into how the material flow can be made more efficient between the OEM and the central warehouse of manufacturing companies. Implications - The result of the study fills the knowledge gap by examining the flow of spare parts and its connection to the efficiency of supply chains. By having identified efficiency variables, the study contributes to increased understanding of how companies can streamline the handling of spare parts. The study addresses important challenges in spare parts supply by offering practical solutions and insights to decision makers to create efficient material flows. In this study, a work process has been created, which can help companies to streamline their spare parts flows and avoid unnecessary resource consumption. The result of the study can serve as a guide for companies that strive to improve their material flow of spare parts and increase their overall efficiency. Limitations - The study's limitations are that a single case study has been carried out. In addition, only the upstream material flow between the OEM and the central warehouse that constitutes the extended supply chain is treated. As a result, the material flow downstream towards the end customer is not investigated.

A Estratégia Saúde da Família (ESF), fundada nos referenciais da Atenção Primária à Saúde (APS) e sustentada pela Política Nacional de Atenção Básica orgânica e sistemicamente endossada pelos princípios do Sistema Único de Saúde (SUS) , se apresenta como modelo estruturante das Redes de Atenção à Saúde no Brasil. Qualificar a Atenção Básica em Saúde (ABS) e, por conseguinte, a ESF, neste contexto de grande complexidade, é propósito do Programa Nacional de Melhoria do Acesso e da Qualidade da Atenção Básica (PMAQ-AB), concebido pelo Ministério da Saúde, enquanto proposta de avaliação e indução de mudanças na gestão, gestão do cuidado e cuidado nos quais se encontram envolvidas Equipes de Saúde da Família (EQSFs) e gestão da ESF. Pouco estudos, focados em análises de experiências de implantação e/ou avaliação de resultados do PMAQ, retratando realidades municipais, têm sido relatados na literatura do campo; contudo, tendo em vista a inexistência de trabalhos publicados, esta pesquisa teve como objetivo analisar avaliações e percepções de trabalhadores de EQSFs e gestores da ESF em relação à concepção, implantação e operacionalização do PMAQ, com seus possíveis impactos, tomadas a partir do referencial de experiências dos sujeitos, no contexto de trabalho. Neste sentido, realizou-se pesquisa de abordagem mista, delineada por estudo de levantamento e grupo focal, com vistas a explorar, descrever e compreender o cenário experienciado por equipes e gestores, no contexto do PMAQ-AB, em municípios da região norte do Estado de São Paulo - Brasil. Referida pesquisa apontou para um perfil de profissionais atuantes em faixa etária significantemente jovem, com diminuto tempo de formado e de experiência na ESF, com baixa vinculação à equipe, num contexto de gestão ainda fragilizado pelas significativas instabilidades na composição das EQSFs, além da rotatividade de profissionais e precariedade de vínculos particularmente em relação aos médicos. Observou-se, em geral, elevado grau de aceitação dos sujeitos para com as propostas de avaliação do PMAQ-AB, embora tenha sido evidenciado significativo contingente de profissionais que desconheciam as diretrizes gerais e indicadores do programa, particularmente os médicos. Evidenciou-se significativo percentual de demandas relacionadas à qualificação sobretudo de enfermeiros , com razoável grau de discordância, por parte dos gestores da ESF, quanto à priorização de determinadas demandas, quando confrontadas com as indicadas pelos profissionais das EQSFs. Também, observaram-se inconsistências no processo de incorporação/implantação de ferramentas e programas estratégicos em diversas áreas de domínio da ESF e em relação ao PMAQ-AB , com variados e significativos graus de discordâncias, em relação aos mesmos, entre profissionais e estes e gestores. Neste contexto foram apontadas, em elevado grau, fragilidades relacionadas ao fazer cotidiano das EQSFs que, ordinariamente, comprometem o processo de trabalho. Em que pesem as observações empíricas reveladas, trabalhadores das EQSFs e das gerências da ESF, contraditoriamente, se autoavaliaram de forma razoavelmente satisfatória, em relação ao acesso e cuidado ofertados pelas equipes. A experiência com o PMAQ foi considerada satisfatória pelos trabalhadores das EQSFs, a despeito das críticas e restrições quanto a concepção, implantação, operacionalização e avaliações efetivadas pelo programa, em aspectos que se mostravam dependentes da instância federal e/ou da gestão municipal. Reiteram-se os desafios colocados para a gestão do trabalho e da educação na saúde, em relação aos trabalhadores atuantes na ESF, e reconhecem-se o momento oportuno, o potencial técnico e o caráter complexo e multidimensional que cercam o PMAQ, em sua necessária abrangência nacional; contudo, julga-se premente promover realinhamentos em sua concepção e operacionalização, de modo que seus componentes de indução e avaliação possam contemplar as demandas postas na cotidianidade da APS/ABS no Brasil, a fim de qualificar o acesso e o cuidado na ESF. / The Family Health Strategy (FHS), founded in the system of reference of the Primary Health Care (PHC) and supported by the Brazilian Primary Care Policy organic and systemically endorsed by the principles of the National Unified Health System (SUS) is presented as the model that structures the network of Brazilian Healthcare. Qualification of PHC, and as consequence, of FHS, in this context of great complexity, is the purpose of the National Program for Improving Access and Quality of Primary Care (PMAQ), ideated by the Ministry of Health as an evaluation proposal and induction of changes to improvement the administrative and care management, as well as of the quality of healthcare, provided by the Family Health Teams (FHT) and FHS managers. Few studies, focused on implementation experiences and/or evaluations of PMAQs initial results, have been reported in the literature, most portraying local realities. Given the scarcity of publications, this research aimed to analyse the evaluations and perceptions of FHTs workers and FHS managers about the design, implementation and execution of PMAQ, and its possible impact on the qualification of the local labor process, in the perspective of the subjects, on work environment. In this sense, it was proposed a mixed approach of research, outlined by survey studies and focus group to explore, describe and comprehend the scenario experienced by teams and managers, in the context of PMAQ, in municipalities in the north region of state of São Paulo - Brazil. The research pointed to a professional profile significantly young, with short time of graduation and work experience in the FHS. Many professionals have demonstrated low attachment to the FHT, in a context influenced by significant instability, high turnover among professionals and precariousness of the labor contract, mainly for the physicians. In general, there was high degree of acceptance to PMAQ\'s proposals, although a significant number of professionals did not know the general guidelines and the basic indicators of the program, particularly doctors. There was a high degree of demands related to professional qualification, particularly by the nurses, with a reasonable degree of disagreement of the managers in relation to such demands, when compared to the indicated by family health teams professionals. Also, observed it inconsistencies in the process of incorporation and deployment of tools and strategic programs, in various areas of the field of FHS and domains evaluation of the PMAQ, with variable degrees of significant discrepancies in assessments of this process by professionals and managers. In this context, weaknesses related to the real practices were identified in high degree by professionals, which may compromise the work process . Notwithstanding the empirical observations pointed out, FHTs workers and FHS\'s managers, contradictorily, considered, in a self-assessment, the access and care offered by the teams as reasonably satisfactory. The experience with PMAQ was considered satisfactory by FHT members, despite criticism and restrictions on the design, implementation, operation and evaluation models provided by the program. Emphasis is put on some challenges to be faced to the adequate management of labor force and of education of health profession in the FHS, although it is also recognized that PMAQ experience provide a unique opportunity to evaluate the complex and multidimensional nature of PHC in studied region and nationwide. However, it is deemed urgent promote realignments in the PMAQ\'s design and operation, so that their induction and assessment components can contemplate the daily life of PHC workers demands in Brazil, in order to qualify the access and care in the FHS.

Work process knowledge (WPK) is a concept for systems-level knowledge of the workplace and has been shown to be most important in organisations requiring multi-functional working. Most of the previous body of knowledge on WPK has focussed mainly on manufacturing industries; there has been less investigation of WPK in the service sector and none in the visitor attraction (VA) industry, an important employer in Scotland. The VA industry is extremely dynamic and many businesses are rapidly moving towards multi-functional team working, driven by an urgent need to develop quality, customer-focussed strategies to survive in an over-supplied and very competitive market. This study identifies the nature of WPK in Scottish VAs, what relationship WPK has to customer service, how WPK in this service sector differs from selected published studies in manufacturing and other service sector contexts and what factors affect the development of WPK in VAs. Following recruitment of a number of VAs using an online questionnaire and subsequent site visits, six sites were selected for case study, on the basis that they demonstrated most evidence of multi-functional working and staff with developed WPK. The research design was comparative case studies of the work processes and knowledge within these six VAs, based on a social constructivist framework, using the methods of key informant interviews and shadowing. Although these six sites represent a cross-spread of attractions in terms of types, location and size, they nonetheless show strong similarities in their basic business structure. The data show that WPK is an essential element of workers’ roles and a vital requirement in providing good customer service. Although VA managers do not use the term ‘work process knowledge’, they nonetheless recognise the importance of having staff with a wider view of their business and are actively encouraging its rapid development. Multi-functionality and job rotation are main ways of developing WPK but sites also use key workers with job roles that help develop high levels of WPK, who are then used as a staff resource. The main factor contributing to the development of WPK is communication, especially of systems-level information. Cultural information-sharing is an essential pre-condition for the development of WPK in this context. Other determining factors are flexibility, employee biographies, seasonality issues, how weddings and functions are handled on-site and the size and complexity of the site. WPK is the foundation on which good customer service is based and elements of it deliver customer service. It is the closely integrated nature of the employee-customer relationship that has such a profound effect on WPK development in this service sector industry and is essentially what differentiates it from previously published studies. The identification of the customer as a hitherto unrecognised key driver of WPK is the most important contribution to knowledge made by this work.

Made available in DSpace on 2011-05-04T12:36:15Z (GMT). No. of bitstreams: 0 Previous issue date: 2009 / O Apoio Institucional constitui um dos eixos da Política Estadual de Atenção Básica na Bahia. Esse arranjo organizacional tem seu processo de trabalho fundamentado no apoio Paidéia, que entende a gestão como função gerencial, política, pedagógica e terapêutica. O trabalho da equipe multiprofissional busca apoiar o desenvolvimento da Atenção Básica a partir de um processo dialógico e pactuado, numa relação horizontal e democrática, ou seja, de co-gestão.Trata-se de um estudo de caso descritivo, cujo objetivo foi analisar o processo de trabalho da equipe de Apoio Institucional da DAB/SESAB com foco na Gestão do Trabalho e da Educação na Saúde. Seus objetivos específicos foram conhecer o perfil dos apoiadores institucionais; sistematizar as características do processo de trabalho e de educação permanente na agenda da equipe com foco na gestão do trabalho e da educação. Metodologicamente, além de estudo de documentos legais e oficiais, foram analisadas informações coletadas através de um questionário semi-estruturado, auto-aplicado e da realização de uma oficina, que se configurou como um espaço pedagógico, no qual foram apresentados e discutidos resultados preliminares da pesquisa, suscitando um debate sobre a gestão do trabalho e da educação permanente de/com essa equipe, seu perfil e processo de trabalho. O perfil encontrado foi uma equipe jovem, feminina, com tempo de atuação institucional/na função recente. Profissionais de saúde qualificados e com relativa experiência anterior na Atenção Básica. Observou-se precariedade dos vínculos empregatícios, diferentes remunerações para o exercício da mesma função / carga-horária. O estudo sinaliza intensa carga de trabalho e importante investimento na construção de espaços de educação permanente, de um processo de trabalho democrático, com forte motivação político-ideológica. / The Institutional Support is one of the pillars of the State Policy for Primary Care in Bahia. This organizational arrangement has its work process support based on the Paideia, which means the management and function management, political, educational and therapeutic. The multidisciplinary team aims to support the development of primary care from a dialogic process and agreed upon, in a horizontal relationship and democratic, that is, co-management. This is a descriptive case study, which analyzed the process of team work of Institutional Support of DAB / SESAB focusing on the Management of Labor and Health Education at Its specific objectives were to know the profile of the institutional stakeholders; systematic characteristics of the work process and continuing education on the agenda of the team focusing on management of labor and education. Methodologically, in addition to study legal and official documents, analyzed data collected through a semi-structured self-administered and the holding of a workshop, which appeared as a pedagogical space in which they were presented and discussed preliminary results research, prompting a debate on the management of work and continuing education for / with this team, his profile and work process. The profile found was a young team, women, who had worked at the institutional / function version. Health professionals and on previous experience in Primary Care. There was insecurity of employment relationships, different pay for the exercise of that function / load-clockwise. The study indicates intense workload and major investment in the construction of spaces for permanent education of a democratic process work, with strong political and ideological motivation.

Made available in DSpace on 2011-05-04T12:36:21Z (GMT). No. of bitstreams: 0 Previous issue date: 2009 / O objeto deste estudo foi o Curso de Formação Profissional de Auxiliar de Enfermagem realizado no município de Natividade, estado do Rio de Janeiro nos anos de 1995 a 1997, pela Escola de Formação Técnica em Saúde Enfª Izabel dos Santos ETIS SESDEC/RJ e teve como objetivo estudar os efeitos ocorridos na prática profissional das egressas da rede de saúde. Na implantação e no desenvolvimento deste curso foi utilizada a proposta do Projeto de Formação em Larga Escala de Pessoal de Nível Médio e Elementar para os Serviços de Saúde, mais conhecido como Projeto Larga Escala PLE, que objetivava a formação profissional de nível médio visando à qualidade da assistência à saúde da população, e que ainda hoje influencia a formação dos trabalhadores da saúde. O Projeto Larga Escala concebia que para transformar a realidade é preciso construir novas práticas de formação e de gestão na saúde, tornando necessário que a educação profissional se fundamente numa concepção que amplie os horizontes de interesses da sociedade, numa visão de mundo que posiciona e compreende o homem como centro das preocupações. Para atingir o objetivo proposto, foi realizada pesquisa em documentos na ETIS-SESDEC/RJ e aplicado um questionário com perguntas abertas e fechadas às egressas do curso. Os dados foram trabalhados dentro de uma abordagem quanti-qualitativa. Os resultados indicaram que: 100 por cento dos respondentes são do sexo feminino, a maioria (38,9 por cento) está na faixa etária entre 41 e 50 anos e 50 por cento são casadas. Quanto à escolaridade, 27,8 por cento possuem 3º grau, 11,1 por cento 3º grau incompleto, 44,4 por cento ensino médio, 11,1 por cento ensino médio incompleto e 5,5 por cento ensino fundamental. Destaca-se que 83,3 por cento das egressas encontram-se desenvolvendo atividades relacionadas à saúde e 16,7 por cento não atuam na saúde. O curso de formação profissional de auxiliar de enfermagem, em conformidade com as egressas, contribuiu para melhorar a prática, além de promover mudanças significativas nos aspectos humanístico, ético e no comprometimento com a sociedade. / The object of this study was the Nursing Assistant Professional Training Course held in the municipality of Natividade, in the State of Rio de Janeiro between the years 1995 and 1997, by the Nurse Izabel dos Santos Health Technical Training School – ETIS – SESDEC/RJ and aimed to study the effects in the professional practice of alumni of the health network. In the implementation and development of this course, the Project Proposal for the Large Scale Training of Mid- and Elementary-Personnel for Health Services, better known as the Large Scale Project – PLE, which sought the training of mid-level professionals aimed at quality health assistance of the population, and still today influences the training of health workers. The Large Scale Project understood that in order to transform reality it is necessary to construct new training practices and health management, thus making professional education necessarily base itself on an idea that broadens the horizons of the interests of society, into a worldview which places and understands humanity at the center of its worries. To meet this proposed objective, an ETIS-SESDEC/RJ documentary study was created and a questionnaire given to the graduate from the course consisting of open and closed responses. The data was elaborated within a quantitative-qualitative prism. The results indicated that: 100% of respondents were female, the majority (38.9%) is in the age group between 41 and 50 years old and 50% are married. As for schooling, 27.8% have a college education, 11.1% did not complete college, 44.4% have a high school education, 11.1 did not complete high school and 5.5% have an elementary education. It should be noted that 83.3% of alumni found them developing health related activities and 16.7% do not work in health. The nursing assistant professional training course, in confirmation with the alumni, contributed toward bettering the practice, in addition to provoking significant changes in the humanistic and ethical aspects and in the commitment to society.