Atendimento as manutenções e ao pós-obra em empreendimentos de uma construtora de Belo Horizonte

Abstract

Technical assistance services and customer service (SAC) are paramount to today's construction companies. They allow users to report to the construction company their perception of the building, as well as anomalies. The construction company, in turn, can use them as a guide for new projects, avoiding pathology manifestations and increasing the efficiency of the buildings' performance. This monograph aims to analyze and monitor the technical assistance sector and SAC (customer service) of a construction company operating in medium and high-standard enterprise located in Belo Horizonte - Minas Gerais in order to broaden the understanding about the postwork and its impacts. We surveyed bibliographic and normative information on the subjects and then conducted a case study. This allowed the adjustment of the service, enabled the visualization of the need for some improvements regarding communication and guidance to the customer and internally among the sectors, as well as the identification of the main constructive errors. The results achieved will allow solutions focused on continuous improvement. We structured proposed guidelines for the activities of building maintenance in order to improve customer experience and achieve a higher rate of approval of its developments.