Análise da gestão de manutenção e assistência técnica em uma empresa de pequeno porte na região metropolitana de Fortaleza

Abstract

Building Maintenance and Technical Assistance are essential activities throughout the life cycle of a building. These processes are closely linked. First because of the correct use of the building and preservation of its useful life. Second due of the necessary corrections in case of misuse or other failures. Both can directly reflect on the perception of customers in relation to quality, ethics and the image of the construction company. In view of this, companies have sought to improve maintenance management and Technical Assistance in post-construction phase, which is a challenge for companies of any size. However, when observing the literature, it appears that studies on maintenance are quite prolific, while studies on Technical Assistance are incipient. Moreover, these studies do not distinguish the size of the companies or the size of buildings involved. This is critically for small companies due the difficulties that this sized company can face in their management and constitutes the gap that this research intends to contribute. Thus, a question arises: How is the management of the process of building maintenance and technical assistance carried out by small construction companies? Thus, this study aimed to analyze the management of maintenance and technical assistance in a small company from Metropolitan Region of Fortaleza, northeast of Brazil. For that, a case study was carried out based on the responses of twenty-eight residents about how maintenance is carried out by. An interview with the person in charge of the maintenance sector was also performed. As a result, it was possible to map the process of Maintenance Management and Technical Assistance of the company's, identifying the most recurrent problems that were related to infiltration, electrical installation, hydrosanitary installations, frames, chinaware and metals and flooring. From the mapping it was possible to identify opportunities for improvement, in which it was observed that the company does not have a maintenance management process. Then, proposals for improvements were made in the form of a process flow for all stages, from the delivery of the property to the maintenance call. The proposals for improvements were validated by the person in charge of the sector. Finally, one can point out the challenge of managing the data collected throughout the maintenance process, so that they can be transformed into strategic information for the company's future undertakings. Future research was suggested.