Performance of internal operations of organizations related to productivity, product quality, customer satisfaction, cost, price, flexibility, and speed of delivery.
Published in Chapter:
Solumedi: Improving Service Management by Coordinating Governance Actions in Light of Transaction Cost Theory
Isabella de Lima Tonioli (Solumedi, Brazil), Camila Nara Martinez Almeida (Universidade Presbiteriana Mackenzie, Brazil), Leonardo Tadeu Soares (TIM, Brazil), and Adilson Aderito da Silva (Universidade Presbiteriana Mackenzie, Brazil)
Copyright: © 2023
|Pages: 21
DOI: 10.4018/978-1-6684-5666-8.ch026
Abstract
This study aims to develop alternative ways for resource management in small companies operating in the Brazilian supplementary health segment in the COVID-19 pandemic context. It took place in a franchise of the company Solumedi, which has provided intermediation services for medical, dental, laboratory, and imaging consultations to 18,000 patients who do not have medical insurance or supplementary healthcare plans. This study was based on a previously proposed design science research methodology for practical and applied work business problem-solving model that allows the mapping of company context, exploring the service process, and identifying the transaction costs associated with business dynamics. The proposed solution enables the intermediation for scheduling appointments with doctors and dentists for patients who do not have health insurance at affordable prices, as well as more effective follow-ups. Solutions are proposed to achieve greater synergy in business management, reduction of opportunistic behaviors, costs of coordination, monitoring, and better profitability.