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Artigo Acesso aberto Produção Nacional Revisado por pares
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Hospital Mãe de Deus

2003; Associação Nacional de Pós-Graduação e Pesquisa em Administração (ANPAD); Volume: 7; Issue: 2 Linguagem: Inglês

10.1590/s1415-65552003000200013

ISSN

1982-7849

Autores

Kleber Fossati Figueiredo, Cláudia Affonso Silva Araújo,

Tópico(s)

Business and Management Studies

Resumo

Since 1998, the Mãe de Deus Hospital, a private institution based in Caxias do Sul, RS, Brazil, has been implementing the Eu Sou Mãe de Deus Programme in order to assure the excellence of its services.The quality improvement process was structured in four stages: awareness, development, implementation and evaluation.The developed activities have been well evaluated by the physicians as well as the hospital's employees.The customer satisfaction level has also been high, since most of them (73%) have considered excellent the services provided by the hospital in the year 2001.

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