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Intitulada “Análise e proposta de melhoria de processos de negócio em contexto de Farmácia – Aplicação de um Sistema de Informação”, a presente dissertação visou analisar um negócio Farmacêutico, as suas necessidades e requisitos de mercado bem como os processos associados, para que posteriormente possa ser analisado o potencial associado à implementação de um sistema de informação e, consequentemente, promover melhoria na organização. Pretendeu, o estudo desenvolvido descortinar hipóteses de solução para o atraso tecnológico sentido nas farmácias portuguesas. Com o intuito de contextualizar o objeto de estudo deste trabalho, torna - se relevante focar a presença de duas dimensões similarmente importantes. Inicialmente, a sociedade tecnológica em que vivemos, onde a tecnologia influencia a sociedade e não o contrário, onde o ser humano vive da conectividade, das experiências vividas e da partilha com os seus pares. Por outro lado, uma sociedade global numa crise mundial, recorrente no Continente Europeu. Consequentemente, foram analisados temas relacionados com as tendências tecnológico-sociais, bem como com as tendências tecnológicas sentidas pelo tecido empresarial. Business intelligence, E-Commerce, sistemas de informação e serviço ao cliente foram temas abordados de forma a enquadrar todo o estudo desenvolvido. Desenvolveu-se um estudo de investigação qualitativo, na medida em que a pesquisa e o processo de interpretação não requerem o uso de métodos e técnicas estatísticas. Paralelamente, a investigação foi desenvolvida e aplicada diretamente no contexto de estudo, a Farmácia Central dos Carvalhos, sendo a análise do contexto e o levantamento de documentação fonte direta de informação para o mesmo. Foi valorizado o trabalho realizado em contexto organizacional, no qual, através de observação participada, foi objetivo a elaboração de soluções de melhoria relacionadas com os processos de negócio da empresa. Pretendeu-se assim solucionar a questão de investigação, que pressupunha a análise do potencial de implementação de um sistema de gestão da informação, através de soluções inovadoras e sempre de acordo com as tendências tecnológicas presentes no tecido empresarial, como a otimização do e-commerce, a otimização dos processos de comunicação interna e a própria implementação de um sistema de informação. Numa fase final, foram elaboradas considerações finais e sugestões para trabalhos posteriores, sempre de acordo com o trabalho desenvolvido e consequentes elações.
Titled as "Analysis and proposal for improving business processes in a Pharmacy context - Implementation of an Information System", this dissertation aims to analyze a Pharmaceutical business, its needs and market requirements as well as the allied processes, so that it can later be analyzed the potential connected with the implementation of an information system and, consequently, to promote the organization`s improvement. The developed study intends to uncover hypotheses of solution for the technological delay felt in the Portuguese pharmacies. In order to contextualize the object of study of the present work, it becomes relevant to focus on the presence of two similarly important dimensions. Initially, the technological society in which we are part of, where technology influences our society and not the opposite, where the human being lives from the connectivity, the lived experiences and the sharing with his peers. On the other hand, a global society in a world crisis, frequent in the European Continent. Consequently, issues related to technological and social trends were further analyzed, as well as the technological trends encountered by the business community. Business intelligence, E-Commerce, information systems and customer service were addressed, in order to fit the entire study. A qualitative research study was developed since research and the process of interpretation do not require the use of statistical methods and techniques. In parallel, the research was developed and applied directly in the context of study, Farmácia Central dos Carvalhos, being the analysis of the context and the collection of documentation the direct source of information for itself. All work carried out in an organizational context was valued, in which, through participatory observation, it was the objective to develop improvement solutions related to the company's business processes. The aim was to solve the research question, which presupposed the analysis of the potential of implementing an information management system, through innovative solutions and always in accordance with the technological trends present in the business community, such as the optimization of e-commerce, of internal communication processes and the implementation of an information system. In a final stage, final considerations and suggestions for further work were elaborated, always according to the work developed and consequent elations.
Titled as "Analysis and proposal for improving business processes in a Pharmacy context - Implementation of an Information System", this dissertation aims to analyze a Pharmaceutical business, its needs and market requirements as well as the allied processes, so that it can later be analyzed the potential connected with the implementation of an information system and, consequently, to promote the organization`s improvement. The developed study intends to uncover hypotheses of solution for the technological delay felt in the Portuguese pharmacies. In order to contextualize the object of study of the present work, it becomes relevant to focus on the presence of two similarly important dimensions. Initially, the technological society in which we are part of, where technology influences our society and not the opposite, where the human being lives from the connectivity, the lived experiences and the sharing with his peers. On the other hand, a global society in a world crisis, frequent in the European Continent. Consequently, issues related to technological and social trends were further analyzed, as well as the technological trends encountered by the business community. Business intelligence, E-Commerce, information systems and customer service were addressed, in order to fit the entire study. A qualitative research study was developed since research and the process of interpretation do not require the use of statistical methods and techniques. In parallel, the research was developed and applied directly in the context of study, Farmácia Central dos Carvalhos, being the analysis of the context and the collection of documentation the direct source of information for itself. All work carried out in an organizational context was valued, in which, through participatory observation, it was the objective to develop improvement solutions related to the company's business processes. The aim was to solve the research question, which presupposed the analysis of the potential of implementing an information management system, through innovative solutions and always in accordance with the technological trends present in the business community, such as the optimization of e-commerce, of internal communication processes and the implementation of an information system. In a final stage, final considerations and suggestions for further work were elaborated, always according to the work developed and consequent elations.
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Keywords
Tecnologia Sistemas de informação Análise de processos Mercado farmacêutico Technology Information systems Process analysis Pharmaceutical market