Análise dos impactos da terceirização das operações de entrega, conferência e coleta de materiais cirúrgicos da Johnson & Johnson

Abstract

This study aimed to analyze the impacts that Johnson & Johnson had to outsource the delivery activities, conference and collection of surgical supplies in hospitals in Porto Alegre and the Metropolitan Region. The relevance of the choice of this theme can be justified by the fact that this is not a simple delivery of materials. Lives depend on the proper execution of this activity. The main methods used were observation, survey clients and interviews with employees of Johnson & Johnson. With the information acquired were made critical analysis and reflective of the impact of this outsourcing process. It was noted that the lack of proper planning for the transition of activities for the third provider, communication problems, lack of a well-designed service contract and with well-defined scope, resulted in the hiring of a partner without the expertise and structure to execution of activities. In the case of Johnson & Johnson, benefits such as increased productivity, improvement in operations, we focus on business, greater flexibility and increased service levels were not exactly perceived by this flaw in the design of the outsourcing project. The very cost reduction, which was the main reason that made Johnson & Johnson outsource, just not confirmed due to the poor design of the activities of the service provider. After these analyzes, proposals were made for improvements as preparation of manuals, training, re-adaptation processes, customer survey, adaptation of vehicles and implementation of an integrated information system. In the present scenario, one can not say whether or not outsourcing is the most suitable form for this type of business. To be made an accurate analysis of the impact of the outsourcing process, the development of the current service provider or hiring other qualified provider and specialized in this particular market segment that is the hospital industry is necessary. With this, you can evaluate which of logistic models would be the most appropriate: third process or return to the own logistic model of operation.