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

Diogo Gauna Ferreira Borges; Vitória Cavanha da Costa Falcão; Karoline  Ferreira Kinoshita Goes; Daniela Althoff Philippi

Diogo Gauna Ferreira Borges Universidade Federal de Mato Grosso do Sul
Vitória Cavanha da Costa Falcão Universidade Federal de Mato Grosso do Sul
Karoline Ferreira Kinoshita Goes Universidade Federal de Mato Grosso do Sul
Daniela Althoff Philippi Universidade Federal de Mato Grosso do Sul

Abstract

Services are actions to satisfy the needs of others, characterized by the absence of physical property, variables in their execution, and cannot be stored or returned. Service management helps companies guide the quality of service provision. The objective of this work is to analyze the provision of services by the 1st Independent Military Firefighters Subgroup 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. Results were identified that demonstrate management based on the 4Ps of services, consisting 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 with graduation; 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 Processes, the greatest demand is in the operational part, with traffic accidents; and 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).