Case Study
The study was conducted in a Slimming and Convalescence Medical Clinic (SPA) located
near the city of São Paulo.
The clinic restaurants were selected for the study since in this type of treatment, the meals,
and the way they are served are extremely critical for the success of the treatment and the
customer satisfaction.
The clinic has three different areas to serve the meals and the patients are referred to a
specific area according to his/her treatment.
In order to cover the meal service, as a whole, we organized three groups of FMEA, one for
each area, with 8 participants.
Each group was trained in flowchart and FMEA techniques. Since leadership problems were
detected among the groups at the beginning of the study, it was decided also to include a
training in group dynamics.
Therefore, each group worked independently, being the final results analyzed to compare the
diagnoses and the actions taken.