Análise da gestão da qualidade em relação a existência de problemas pós ocupação em edifícios residenciais : revisão

Abstract

The aim of this research was to investigate post-construction problems, analyzing their causes and origins in order to provide a basis for implementing preventive measures aimed at minimizing failures in future projects. The methodology adopted was a literature review with the aim of identifying academic studies, scientific articles and relevant books related to the proposed topic. At the same time, information was sought from technical standards, including the performance standard, in order to incorporate guidelines and normative requirements into the context of the research. The consultations were conducted in specialized databases and recognized standards bodies, such as the Brazilian Chamber of the Construction Industry, ensuring that the selected standards were comprehensive and up-to-date. The results revealed that many pathologies have their origins in problems during construction, highlighting the importance of the search for quality standards backed by certifications such as ISO and PBQP-H, as well as adherence to standards such as ABNT NBR 15575 to raise quality and promote sustainable practices. The conclusion highlights the need for an effective approach to dealing with post-completion pathological manifestations, the importance of Technical Assistance in dealing with guarantees and non-conformities, and highlights the crucial role of the owner's manual for a positive post-delivery experience and prolonged customer satisfaction. The centrality of customer satisfaction in the construction industry was highlighted as crucial, emphasizing that meeting customer expectations not only ensures the company's survival but also promotes its prosperity and reliability.