Effects of an Industrial Logic Implemented in Service Relation: The Case of Drivers of Ambulances of a Brazilian University Hospital

  • Daniele Pimentel Maciel
  • Ruri GianniniEmail author
  • Fabiana Raulino da Silva
  • José Dib Júnior
  • Laerte Idal Sznelwar
  • Cláudio Marcelo Brunoro
Conference paper
Part of the Advances in Intelligent Systems and Computing book series (AISC, volume 818)


The transportation of patients by ambulance is part of the services offered by a well-known Brazilian University Hospital. Ambulance service is extremely important as it connects different institutes involved in the global patient care. However, the increase in the complaints by nurses of irritability and aggressiveness of drivers after a strategic change in the organizational structure of the hospital attracted the attention of the research team. Based on ergonomic work analysis (EWA), the data were obtained through observation and interview with managers, leaders and drivers of the transportation sector of the hospital. The main results found were: (1) the key measurement of drivers’ work is time. However, time is a measure which is not manageable by drivers—as it doesn’t consider all variabilities that occur during their work. Moreover, this measurement also doesn’t consider the real content of their work, (2) prescribed work of drivers only considers the task of driving an ambulance, whilst their real work includes taking care of the patient as well, (3) drivers are not recognized as health professionals despite working with nurses and physicians in the care of patients.


Ergonomics Service operation Health care 


  1. Abrahão J et al (2009) Introdução à Ergonomia: da prática à teoria. Blucher, São PauloGoogle Scholar
  2. Ahlstrom P (2004) Lean service operations: translating lean production principles to service operation. Int J Serv Technol Manag 5(5/6):545–564CrossRefGoogle Scholar
  3. Allway M, Corbett S (2002) Shifting to Lean Service: stealing a page from manufactures’ playbooks. J Organ Excellence 21(2):45–54CrossRefGoogle Scholar
  4. Apte UM, Goh CH (2004) Applying lean manufacturing principles to information intensive services. Int J Serv Technol Manag 5(5/6):488–506CrossRefGoogle Scholar
  5. Bowen DE, Youngdahl WE (1998) Lean Service: in defense of a production-line approach. Int J Serv Ind Manag Bradfort 9(3):207CrossRefGoogle Scholar
  6. Chase RB (1978) Where does the customer fit in a service operation. Harvard Bus Rev 56(6):137–142Google Scholar
  7. Corrêa HL, Corrêa CA (2005) Administração de Produção e Operações. Manufatura e serviços: uma abordagem estratégica. Atlas, São PauloGoogle Scholar
  8. Cuatrecasas LC (2002) Design of a rapid response and high efficiency service by lean production principles: methodology and evaluation of variability of performance. Int J Prod Econ 80:169–183CrossRefGoogle Scholar
  9. Dejours C (2008) Avaliação Do Trabalho Submetida à Prova Do Real: Crítica Aos Fundamentos Da Avaliação. [s.l.] BlucherGoogle Scholar
  10. Du Tertre C (2017) L’économie de la fonctionnalité et de la coopération, A paraitre. Accessed 22 May 2018
  11. Falzon P (2007) Ergonomia. Blucher, São PauloGoogle Scholar
  12. Gianesi IG, Corrêa HL (1994) Administração Estratégica de Serviços: operações para a satisfação do cliente. Atlas, São PauloGoogle Scholar
  13. Guérin F, Laville A, Daniellou F, Duraffourg J, Kerguelen A (2001) Compreender o trabalho para transformá-lo: a prática da ergonomia. Blucher, São PauloGoogle Scholar
  14. Haynes RM (1990) Service typologies: a transaction modelling approach. Int J Serv Ind Manag 1(1):15–26CrossRefGoogle Scholar
  15. Hirata H, Guimarães NA (2012) Introdução. In: Hirata & Guimarães (org) Cuidado e Cuidadoras - As várias faces do trabalho do care, São Paulo, Atlas, pp 1–11Google Scholar
  16. Hubault F (2015) Le bien être un enjeu sensible pour le management dans l’économie du service. Accessed 22 May 2018
  17. Hubault F (2017) Corps, activité, espace – nouvelles interpellations de l’économie dématérialisée. In: Hubault F. (coord.), 2017. Les espaces du travail ; enjeux savoirs, pratiques – actes du séminaire Paris1. Editions Octarès, Toulouse, pp 3–12. Accessed 22 May 2018
  18. Molinier P (2012) Ética e trabalho do Care in: Introdução in HIRATA & GUIMARÃES (org) Cuidado e Cuidadoras – As várias faces do trabalho do care, São Paulo, Atlas, pp 29–43Google Scholar
  19. Salerno MS (2001) Relação de serviço: produção e avaliação. SENAI, São PauloGoogle Scholar
  20. Sznelwar (2015) In: Quando trabalhar é ser protagonista e o protagonismo no trabalho. Blucher, São PauloGoogle Scholar
  21. Sasser WE, Olsen RP, Wyckoff DD (1978) Management of service operations. Allyn and Bacon, BostonGoogle Scholar
  22. Sanchez AM, Pérez MP (2004) The use of lean indicators for operations management in services. Int J Serv Technol Manag 5(5/6):465–478CrossRefGoogle Scholar
  23. Wild R (1977) Concepts for operations management. Interscience, ChichesterGoogle Scholar
  24. Wisner A (1987) Por dentro do trabalho. Ergonomia: método e técnica. FTB: Oboré, São PauloGoogle Scholar
  25. Zarifian P (2001) Mutação dos sistemas produtivos e competências profissionais: a produção industrial de serviço. In: Salerno MS (ed) Relação de serviço: produção e avaliação. SENAI, São PauloGoogle Scholar

Copyright information

© Springer Nature Switzerland AG 2019

Authors and Affiliations

  • Daniele Pimentel Maciel
    • 1
  • Ruri Giannini
    • 1
    Email author
  • Fabiana Raulino da Silva
    • 1
  • José Dib Júnior
    • 1
  • Laerte Idal Sznelwar
    • 1
  • Cláudio Marcelo Brunoro
    • 1
  1. 1.Escola PolitécnicaUniversity of São PauloSão PauloBrazil

Personalised recommendations