ABSTRACT

This work was made with the main objective of identifying the issues and needs presented

by the IPS Urolan company, to implement an induction process that helps to improve the

service and productivity of the employees and the organization. The research refers to

training studies carried out to have an information base regarding the development of a

training program according to the needs found in the personnel. For this achievement, tools

were used to collect qualitative data with a focus group, twelve people who work in the

company. Among the main findings found in the process, it can be highlighted that there is

a lack of knowledge of strategies, techniques and methods that are used in a health services

company to provide knowledge to customers, as well as determine the needs, weaknesses,

and strengths of the collaborators. The results of the research provided information to

elaborate a proposal for a training plan to strengthen the needs that was evidenced in the

IPS, reaching the conclusion that the knowledge and attitude towards service in its

collaborators should be strengthen to it can provide a quality service to both, internal and

external clients, improve staff teamwork and strategies that facilitate the implementation of

techniques and methods in the company.

Key words: service, knowledge, training, needs, strenghts