GESTÃO DE SERVIÇOS NO 1º SUBGRUPAMENTO DE BOMBEIROS MILITAR INDEPENDENTE DE AQUIDAUANA (MS)

Abstract

Services are described as an action or effort to satisfy the needs of another, characterized by the absence of physical property, variable in its execution, and cannot be stored or returned. Service management aims to help companies guide themselves regarding quality in the provision of services. The objective of this work is to analyze the provision of services by the 1st Independent Military Firefighters Subgroup (1st SGBM/Ind) of Aquidauana (MS). The research presents a qualitative approach, classified as descriptive and uses a case study; semi-structured interviews and documentary research were carried out, using thematic and documentary analysis. In the work, results were identified that demonstrate the management of the 4Ps of services in the organization, which are made up of people, profile, processes and procedures. In people, it was found that hiring occurs through public competition, various training is carried out and motivation helps them to move up in rank or degree. In the profile, visual communication occurs through the colors red and yellow, with the most used uniforms being 5ºB, 4ºA and 3ºC, and UR as the most used vehicle. In terms of processes, the greatest demand is in the operational part with traffic accidents, where there is a focus on prioritizing response time and correcting poorly designed processes. In procedures, it is noted that there is greater demand during periods of extreme heat, droughts, holidays and parties, in addition to the support of teams in the city of Miranda (MS).