A GESTÃO DA QUALIDADE COMO FERRAMENTA PARA APRIMORAMENTO NO SETOR IMOBILIÁRIO: UM RELATO DE EXPERIÊNCIA

Abstract

This work presents an experience report in the real estate sector developed by a student of the Bachelor's degree in Administration from the Federal Institute of Goiás – Rio Verde Campus (GO). The study aims to highlight the relevance of Quality Management as a strategic tool for improving internal processes, standardizing methods, and defining practices aimed at improving customer service and organizational efficiency. The theoretical foundation is based on the principles of Quality Management, emphasizing the application of essential tools for operational efficiency and continuous improvement in the context of the real estate market. The actions implemented involved employee training, standardization of procedures, and monitoring of performance indicators, which allowed for greater alignment between employees and the company's objectives. Among the main challenges faced, structural limitations, initial resistance, and adaptations required by the competitive market stood out. However, the results obtained demonstrated significant advances in the organization of the workflow, customer satisfaction, and the strengthening of the institutional image.