Análise de solicitações de assistência técnica em empreendimentos residenciais como ferramenta de gestão

• Autor(a) principal: Cruz, Daniel Cupertino da
• Data de Publicação: 2013
• Tipo de documento: Dissertação
• Idioma: por
• Título da fonte: Repositório Institucional da UFG
• dARK ID: ark:/38995/001300000d05r
• Texto Completo: http://repositorio.bc.ufg.br/tede/handle/tede/3450
• topic: Manutenção predial; Assistência técnica; Pós-ocupação; Building maintenance; Technical assistance; Post occupancy; ENGENHARIA CIVIL::CONSTRUCAO CIVIL

Due to the emergence of several pathologies early detected in buildings, arises the need for increasingly detailed studies on the management of construction processes and failures that are being committed in several stages of an implementation project. Today the big difference for building companies is having the pursuit of customer satisfaction, the concepts of quality and performance often overlooked. Due to the competitive market, the improvement of services and production systems used, constitute the main challenge for companies, seeking for a balance regarding to the production cost, customer satisfaction and performance/ quality. Within this context, this article aims to analyze the databases of technical assistance to engineering firms within the city of Goiânia, as a way to get, through quantitative data, the main services that have higher incidences of requests and propose ways for data analysis. It was sought to conduct a conceptual study of important themes for after-work, being these ones the building maintenance, the structure and activities pertaining to the after-work and pathological manifestations. First it was conducted a survey of data on construction companies in Goiania, to obtain parameters on the form and level of development of the After-Work Department of the companies. Upon the completion of this survey, in a second step, two companies were chosen to carry out the case study, which consisted on data analyzis of the technical assistance performed, and the identification of services with higher incidences. These datas were treated in a quantitative manner and tabulated by Pareto Charts. In a third step, it was proposed a data analysis through FMEA tool, analyzing the severity, the possible costs and complexity of intervention of pathological manifestations detected, in order to obtain a better understanding over the priority risks in technical assistance. According to the results obtained in the case study, it was found that the main services that generates requests for technical assistance within the after-work services are hydro-sanitary facilities, with a percentage of 28% for Company A and 19% for Company D, followed by the services of wooden frames (doors) with a percentage of 14% for Company A and 27% for Company D. According to the origins of the occurrences of requests for technical assistance, it was observed that 44% of pathological manifestations can be detected under the implementation phase of the project. According to the FMEA analysis, it was found that 49% of the requests for technical assistance provided by the companies have low risk priority. As a tool for the After-Work Department, it was developed a dynamic management table to register the requests for technical assistance, in order to assist engineering firms in structuring such department. Through this research, it can be concluded that the increase of knowledge in relation to the data of technical assistance provided in the After-Work, is a great source of information and, such data when recorded correctly, provide benefits beyond the reduction in maintenance costs, like the benefits of customer satisfaction and improvements in future endeavors.