Procedimento de assistência técnica para empreendimentos imobiliários residenciais.

Abstract

With the growth of the real estate sector, the civil construction industry has changed to meet the need for new housing, one of its strategies being to shorten the delivery time of the developments to meet this market demand. However, the successful delivery of a project depends on several variables ranging from the design, execution, use and operation phase, reaching the post-construction phase, but specifically to the technical department of a construction company / developer. In this sense, this department has a fundamental role in meeting the demand for requests for technical assistance calls from its customers, who, when they notice something not conforming in their unit, contact the technical assistance department to check a situation and solve the possible problem questioned. This work had a research strategy adopted by Design Science Research (DSR), resulting in an artifact (Technical assistance procedure for residential real estate projects). Thus, the present work aims to propose a technical procedure for residential real estate projects, integrating the sectors of construction companies, as well as the various stakeholders that are part of the technical assistance sector. This research has as its main research instrument 15 construction companies from Ceará, which are available for contributing to the development of research that aims to analyze the processes, difficulties and best practices perceived in the State of Ceará. Due to the scarcity of work on technical assistance procedures for real estate projects, this work is notable as exploratory, with both a qualitative and quantitative approach. The present study had, as a first moment, the application of two questionnaires: a quantitative and a qualitative one in the construction companies from Ceará, in order to have an overview of the procedures, indicators and best practices of the technical assistance department. In a second step, interviews were carried out with three stakeholders (judicial expert, condominium management company and post construction management software company), with the objective of understanding the performance of these players in the labor market with regard to technical assistance. In the third moment, the diagnosis of the technical assistance sector started, through the treatment of the data collected with the applied questionnaires, together with the information collected with the stakeholders, resulting in the characterization of the metrics and the technical assistance sector. In the fourth moment of this research, an analysis of the technical assistance procedures of the construction companies was carried out, synthesis of these data that served as input for the development of the technical assistance procedure proposed here, having a graphical representation of this procedure in a flowchart, which comprises all the essential steps in a procedure for answering a service call. As results, the characterizations of the stakeholders, metrics of the technical assistance sector, procedures of the construction companies, best practices, among other indicators that directly influence the continuous improvement of the sector, were obtained, thus highlighting the importance of this work for the search for improvements for the technical assistance sector of construction companies. Keywords: Technical assistance. Builders. Stakeholders.