Análise de solicitações de assistência técnica em empreendimentos residenciais como ferramenta de gestão
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Data
2013-04-30
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Universidade Federal de Goiás
Resumo
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.
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CRUZ, Daniel Cupertino da. Análise de solicitações de assistência técnica em empreendimentos residenciais como ferramenta de gestão. 2013. 167 f. Dissertação (Mestrado em Geotecnia, Estruturas e Construção Civil) - Universidade Federal de Goiás, Goiânia, 2013.