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Service design e a gestão da implementação de novos serviços: o caso do rastreio da retinopatia diabética
| Content Provider | Semantic Scholar |
|---|---|
| Author | Faria, Vera Liliana Carvalho |
| Copyright Year | 2016 |
| Abstract | The implementation of new services in organizations or interorganizational networks often requires adaptations in the adopter’s organization as well as in the service itself. An initial single service design, when adopted by different organizations or networks, will often have to be changed to align with contextual or organizational characteristics, different from those considered in the initial design. The screening of diabetic retinopathy is, nowadays a very important issue, the sooner and the better the screening is performed, the better can be the disease prevention and the optimization for the allocation of the doctors to this process. This thesis is part of the Master in Services Engineering and Management and intends to “continue” the work developed in a PhD dissertation, where several techniques and scenarios were applied in the screening of diabetic retinopathy (Rodrigues 2016). This project aims to assess the ability of Service Design tools to identify and capture different types of misalignments and alignment efforts observed in the implementation of the service. I This review was based on extensive data collected from retrospective case studies of the implementation of a diabetic retinopathy screening program in the North of Portugal, which has been taking place since 2009. The screening program had one single design before its adoption in different networks, and since 2013, eight of those networks already fully provide the service with differences from the initial design and more have been implemented after that. In this work the research question that seeks to answer is "How can Service Design tools support the management of new services implementations?" and throughout this report these tools will be used to assess these networks in order to provide better service and identify aspects that were not previously taken into account. By applying SEBs we came to the conclusion that the alignments performed in the studied networks could be anticipated by using those tools. By identifying the fail point and waiting point in the initial network and after designing SEBs for each network, we were able to overlap these networks to the initial one and to assess that most of the alignments performed could be previously identified according to the fail points and waiting points and, therefore, making this a feasible study. Service Design e a gestão de implementação de novos serviços: o caso do rastreio da retinopatia diabética. |
| File Format | PDF HTM / HTML |
| Alternate Webpage(s) | https://repositorio-aberto.up.pt/bitstream/10216/89595/2/156882.pdf |
| Language | English |
| Access Restriction | Open |
| Content Type | Text |
| Resource Type | Article |
