Utilização de dados pós-obra na criação de fichas de verificação de serviço para otimização do sistema de gestão da qualidade

Abstract

This study highlights the importance of evaluating data derived from requests made by clients to the Technical Assistance department of a construction company in João Pessoa PB. The goal is to feed the company’s Quality Management System with accurate information, promoting synergy among departments and implementing actions that anticipate the pathologies and construction defects identified after the project delivery phase. For this purpose, data from the Technical Assistance department were collected to classify them according to the most recurrent root causes. These actions provide the construction company with continuous improvement in its processes, enabling project revisions, the selection of appropriate materials and service providers, as well as improving execution techniques. As a result, the constructions become less susceptible to pathologies, reducing expenses both during the construction phase and the post-delivery period. An inspection methodology was developed through a Quality Checklist (QC Checklist) to identify, address, and organize issues related to the hydrosanitary systems caused by execution failures. This approach aims to integrate new practices into the company’s Quality Management System, preventing recurring pathologies and minimizing costs and rework on-site. In summary, the collaboration between the Technical Assistance and Quality departments not only reduces the incidence of pathologies but also strengthens the company’s reputation in the market, contributing to cost reduction. The feedback from data fosters the search for improvements in execution processes, and construction companies that demonstrate a commitment to quality and customer satisfaction build a positive reputation, which is essential in the highly competitive construction industry.