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versão On-line ISSN 1678-8621
BRITO, Juliana Nunes de Sá; FORMOSO, Carlos Torres e ECHEVESTE, Márcia Elisa Soares. Analysis of complaint data in social house-building projects: a study in the Residential Leasing Program. Ambient. constr. [online]. 2011, vol.11, n.4, pp. 151-166. ISSN 1678-8621. http://dx.doi.org/10.1590/S1678-86212011000400011.
The management of complaints is a widely adopted practice among manufacturing companies, as a way of improving the quality of products and services. Regarding construction, there are very few studies on the use of this type of information in project management, as well as there seems to be only a few companies that understand the utility of complaints. This paper presents an analysis of user complaints from a sample of social house-building projects, aiming at investigating the utility of this type of data to provide feedback for the product development process. A database of 6,956 complaints from 42 house-building projects was analysed, all of them located in the state of Rio Grande do Sul, funded by the Residential Leasing Program. Initially, the study involved the preparation of the database, followed by the application of statistical tests. The main contributions are related to the utility of the complaint data, including the generation of metrics that can support decision making by different stakeholders in social housing projects, including designers, construction companies, financing institutions, and facilities management companies. Those metrics, if appropriately used, may contribute to improve the set of products and services that form social housing projects, and improve the degree of satisfaction of final users.
Palavras-chave : Complaints; Social house projects; Feedback; Product development.