Modelo de decisão multicritério para apoio à gestão de riscos em um laboratório de análises clínicas

Abstract

Since the decision-making process is present in the daily lives of organizations, strategic decision-making in operations management must consider good risk management practices as essential. Therefore, risk management is an approach that aims to identify, measure, classify, treat and monitor organizational risks in a planned, structured and integrated way, so that the entity can achieve its objectives in the midst of uncertainty. To this end, risk assessment techniques such as failure mode and effect analysis (FMEA) are widely used due to the integration of aspects such as severity, detection and occurrence in the composition of the RPN (Risk Priority Number) index used to prioritize risks. and failure modes. However, such aspects may appear conflicting due to the qualitative assessment of the risks affecting organizations, which justifies an approach that considers the subjectivity of the decision maker in the strategic prioritization of these risks. In addition to criticisms reported in the literature regarding the interpretation and construction of a scale with the FMEA, this work proposes a multi-criteria decision model based on the PROMETHEE-ROC method, integrated with the principles of the FMEA, to support the process of identifying and evaluating risks in a clinical analysis company. The originality of the work is centered on highlighting problems of strategic direction using the FMEA scale, suggesting in contrast an alternative way of prioritizing risks with a multi-criteria decision model considering a non-compensatory rationality by the decision maker. The study was validated in the company's customer service sector and the results were promising, contributing to the definition of new protocols for prioritizing the risks to be treated. The limitations of the work include the model's lack of scope in categorizing risks, thus leaving the opportunity for future work. The model can be replicated to other areas and organizational risk contexts under study.