Proposta de melhoria da qualidade da informação dos processos de gestão da infraestrutura predial da Unifei

Abstract

With a service volume of around 3,500 maintenance demands per year, UNIFEI's Directorate of Works and Infrastructure carries out varied and complex processes, which, when not clearly defined, are the cause of management problems in the sector, such as rework, delays and even not performing a necessary activity. The lack of procedures in the management of processes creates uncertainties about responsibilities and attributions. The objective of this work is to propose improvements to increase the efficiency of the maintenance processes of UNIFEI's infrastructure, through improvements in the quality of information. For this, the main dimensions of quality that interfere in the infrastructure process were identified, the process for building maintenance at UNIFEI was mapped and inferences were made in this process for its improvement. It was found that the lack of Completeness is the most relevant factor to cause rework and increase the number of calls in the database of the Directorate of Works and Infrastructure - DOBI. With the implementation that was carried out in the process, creating the inspection step in the process flow, it is expected that there will be no further rework due to this factor, lack of Completeness, because the inspection will provide conditions for adequate survey of the information for the execution of the process service.