Resumo:
The DMAIC methody (define, measure, analyze, improve and control) is a tool, originating from Six Sigma, which aims to improve organizational processes, making them more efficient. Thus, this work proposed the application of the DMAIC methody in a basic health unit in the city of Itajubá-MG. The objective of the research was to map the care process at the UBS, analyze the service times, understand the organization of the environment and its processes to identify the main problems and propose measures and actions to reduce the time of care for patients and processes. The method was classified as an action research and followed the DMAIC tool, consisting of five phases: define, measure, analyze, improve and control. In the “define” phase, there was first the characterization of the unit. In the “measure” phase, data were collected from the health center and analyzed. In the “analyze” phase, problems at the health center were identified, where it was found that there was a considerable waiting time for patients. In the “improve” stage, suggestions were proposed for UBS. In the last step, “control”, tools were suggested for standardization and control of future processes. Several quality tools were applied, such as SIPOC, control charts, Ishikawa diagram, among others. The method made it possible to achieve the proposed objectives, where it was possible to know in depth the service process at the health center, identifying some problems, such as the lack of doctors and professionals, system failures, lack of standardization of activities, bureaucracy, use of the system in a unnecessary and lack of patient information. Proposals to improve service at the health center consisted of using the 5W2H tool with the elaboration of an action plan with the exposition of several measures. With the use of a future state value stream map, it was found that the implementation of measures could lead to a lead time reduction of more than 22%.
