Metodologia Enterprise Knowledge Development (EKD) em uma construtora de alto padrão: proposição de melhorias no setor de pós-obra

Abstract

The post-construction sector, responsible for maintaining repairs in residential units under warranty, is an important strategic sector to improve the efficiency of construction processes, such as the project and construction stage, through feedback on the information obtained, as well as enabling preventive correction. Despite this, many construction companies ignore its importance, thus reducing its efficiency and reflecting on the quality of service provided to the customer. This type of behavior is found regardless of having quality certification, such as ISO 9001 and PBQP-H. Organizational modeling serves to guide the processes of a company, which are made up of activities, people in charge and rules, improving the delivery of a final product or service in a more assertive way, adding quality to the whole. In this context, the literature presents the Enterprise Knowledge Development (EKD), as an organizational modeling methodology that allows the explicit visualization of the interdependence of processes between sectors of an organization, enabling employees to make more effective decisions. The objective of the present research is the EKD in the post-work sector in a high-end construction company, thus seeking to propose improvements to the existing repair process. The relevance of the respective study is guided by the search for optimization of the procedures adopted by the construction company's department and their impact on the quality of the conception and execution of the projects that are built. The methodology used in the research consists of the case study, used in organizational studies, with little involvement of the researcher in behavioral situations and the focus is on contemporary phenomena. Among the results achieved, it was noticed the need for feedback on the generated data, the adoption of new technologies for managing information and the application of a post-occupancy assessment survey (APO).