Universidade do Estado de Santa Catarina - UDESC Centro de Ciências da Administração e Socioeconômicas - ESAGDepartamento de Administração Empresarial - DAEProfessor do Curso de Graduação em Administração Empresarial e do Mestrado Profissional e Acadêmico em Administração da ESAG/UDESCLíder do Grupo de Pesquisa CNPq: Ensino de Administração e Aprendizagem Organizacional
The article aims to analyze the impacts of projects Escalpe (Intravenous Infusion Catheter, in Portuguese), SMS, and Vaccines for patients, implemented by the Improvements Group of the Búrigo Laboratory under the dimension of innovations (products, processes, marketing, and organization), proposed by the Oslo Manual, from the Organization for Economic Co-Operation and Development (OECD). The theoretical structure of the research involves the topics related to quality and innovation inside organizations. The data and the information was collected through bibliographical research, documental analysis, interviews, and observation. The results found demonstrated that the Improvement Groups contribute to innovate products/services and processes in Búrigo Laboratory. The findings also match Oslo classification, and that innovations in services are much more incremental than radical. Improvement Groups represent a strategy to a continuous search for excellency in services and relationships among the stakeholders.