Verificação e melhoria contínua dos serviços em obras: um estudo de caso com a aplicação do ciclo PDCA e diagrama de Ishikawa

Abstract

This study presents a case analysis focused on the verification and continuous improvement of construction services, based on the application of the quality management tools PDCA Cycle and Ishikawa Diagram. The research was conducted in a vertical residential building located in Jataí, Goiás, using data obtained from the Melius Qualidade quality management platform, which includes the quality tools Service Verification Sheets (FVS) and Material Verification Sheets (FVM). The adopted methodology consisted of a quantitative and qualitative analysis of nonconformities, classified according to the systems defined by ABNT NBR 15575:2021 – Residential Buildings — Performance. The results indicated that the vertical sealing system presented the highest rejection rate, especially in painting, plastering, and aluminum frame services, revealing deficiencies related to labor, materials, equipment, and environmental conditions. Based on these findings, Ishikawa Diagrams were developed to identify the main causes, and the PDCA Cycle was applied to propose corrective and preventive action plans aimed at reducing recurrences and improving process performance. It is concluded that the integration between quality management tools and technical supervision in construction is essential for standardizing services, reducing rework, and complying with performance standards.