Resumo:
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.
