Resumo

TAVARES, José da Cunha. Análise do trabalho em agentes de contato-paciente: investigação das táticas utilizadas. Comport. Organ. Gest. [online]. 2006, vol.12, n.2, pp.173-185. ISSN 0872-9662.

An analysis of the work, which we have proposed to evaluate, transforms the operations of the action analyzed not in a reference tool to reproduce or correct them, but in fact, in a discovery tool of several alternatives from which the action develops by itself. In this sense, the aim of this work is to verify the tactics used by the patient-contact agents when caring for hospitalizations, attempting to evaluate how far the prescribed work and the effectively real work are from each other. For such, an explicit interview has been used as qualitative methodology. Also, the patient-caring process has been analyzed, identifying tasks, actions and resources in order to obtain improvement on the results aiming at satisfying the atient. The specific customer-contact tactics have been classified in three categories, based on customer typology. The first consists in changing the demands that fall upon the patient-contact agent; the second one consists in preventing the remitters from forwarding demands to the patient-contact agent and the third one consists in preventing and including tactics, which allow the agent to manipulate and change the demands received. In this sense, nine tactics have been identified.

Palavras-chave : Analysis of the work; organization of work; services; real work; worker’s point of view.

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