ANÁLISE DO SISTEMA DE GESTÃO DE QUALIDADE APLICADO A ASSISTÊNCIA TÉCNICA

Abstract

Technical assistance added to an active quality management system has important benefits in controlling and monitoring a delivered project, allowing the generation of continuous improvements in a company. The construction company, in addition to the legal obligations of hidden reconciliations within the established warranty periods, makes use of quality management and has the possibility of measuring the costs and type of problems identified. Therefore, the main objective of this study is to examine and propose improvements to the quality management system of the technical assistance department of a construction company based in Goiânia. To this end, the types of technical assistance calls registered between 2020 and 2023 in two projects, the relationship of post-work costs compared to the type of call and the indicators associated with the department were verified. It should be noted that the majority of calls occur in the first year after the building is handed over to the owners, with finished doors and metal frames being the main complaints. Regarding the costs of spare parts, the amounts are not linked to the number of transactions recorded, the main item being the outsourcing of service discussions. It was still possible to perceive the importance of the indicators when observing the decisions made based on their records, allowing the department's performance to be evaluated and areas for improvement to be identified.