Production diagnostic of complex organizations: a comparison between services companies

Abstract

This article presents the application of a diagnostic tool for the assessment of production management from the perspective of complexity theory at four services organizations, and a comparison of the results. These organizations are characterized by the difference between the services offered by each; a higher education institution, an insurance brokerage company and two hospitals run by social organizations. Meetings were held with people from different areas within each organization, using diagnostic frameworks with evaluation concepts such as Likert scale, where the concepts were allocated after a consensus among the participants. By comparing the results, the difference in performance of productive subsystems at the organizations studied was identified. The higher education institution showed better results in terms of flexibility, the insurance brokerage company and hospitals for quality and reliability respectively. However, similarities were identified in difficulties faced by the sub-systems of production, in particular in the development of new products, which was the weakest point for all four of the companies surveyed.

Keywords

• Services.
• Competitiveness
• Production
• Diagnosis.