{"id":6865,"date":"2025-03-10T10:22:27","date_gmt":"2025-03-10T10:22:27","guid":{"rendered":"https:\/\/blog.infraspeak.com\/?p=6865"},"modified":"2025-03-10T10:24:47","modified_gmt":"2025-03-10T10:24:47","slug":"soft-e-hard-facility-management","status":"publish","type":"post","link":"https:\/\/blog.infraspeak.com\/pt-br\/soft-e-hard-facility-management\/","title":{"rendered":"Soft e Hard Facility Management: qual \u00e9 a diferen\u00e7a?"},"content":{"rendered":"<div id=\"bsf_rt_marker\"><\/div><p><span style=\"font-weight: 400;\">Voc\u00ea sabe que j\u00e1 n\u00e3o \u00e9 preciso dizer que a Gest\u00e3o de Facilities, ou\u00a0<\/span><a href=\"https:\/\/blog.infraspeak.com\/pt-pt\/o-que-e-o-facility-management\/\"><span style=\"font-weight: 400;\">Facility Management<\/span><\/a>,<span style=\"font-weight: 400;\"> engloba todo o tipo de servi\u00e7os necess\u00e1rios para gerir um edif\u00edcio, desde a decora\u00e7\u00e3o at\u00e9 a manuten\u00e7\u00e3o das bombas de \u00e1gua. Mas, como estas s\u00e3o (evidentemente) tarefas muito diferentes, podemos dividir a Gest\u00e3o de Facilities em s<\/span><i><span style=\"font-weight: 400;\">oft<\/span><\/i><span style=\"font-weight: 400;\"> e <\/span><i><span style=\"font-weight: 400;\">hard services<\/span><\/i><span style=\"font-weight: 400;\">. Esta categoriza\u00e7\u00e3o ajuda a definir prioridades, gerir or\u00e7amentos e a conjugar todas as suas obriga\u00e7\u00f5es como facility manager ou gestor de edif\u00edcios.<\/span><\/p>\n<h2><b>O que \u00e9 o hard facility management?<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">O <\/span><i><span style=\"font-weight: 400;\">hard facility management<\/span><\/i><span style=\"font-weight: 400;\"> inclui todos os servi\u00e7os que dizem respeito \u00e0 parte f\u00edsica do edif\u00edcio. Por conta da sua natureza, s\u00e3o imprescind\u00edveis para n\u00e3o comprometer a infraestrutura \u2013 al\u00e9m de serem quase sempre obrigat\u00f3rios por lei, por uma quest\u00e3o de sa\u00fade, higiene e seguran\u00e7a. Em outras palavras, se um determinado servi\u00e7o pode ser interrompido, ent\u00e3o, provavelmente, n\u00e3o pertence \u00e0 categoria de <em>hard facility management<\/em>. <strong>Exemplos de hard facility management:<\/strong><\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">canaliza\u00e7\u00e3o;<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">sistema el\u00e9trico;<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">equipamentos mec\u00e2nicos;<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">elevadores sociais e de servi\u00e7o;<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">sistema de prote\u00e7\u00e3o de inc\u00eandios;<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">sistema de aquecimento e AVAC;<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">manuten\u00e7\u00e3o preventiva de edif\u00edcios e melhorias.<\/span><\/li>\n<\/ul>\n<h2><b>O que \u00e9 o soft facility management?\u00a0<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">O soft facility management inclui todos os servi\u00e7os que s\u00e3o usados regularmente por funcion\u00e1rios e clientes. Ao contr\u00e1rio dos <\/span><i><span style=\"font-weight: 400;\">hard services<\/span><\/i><span style=\"font-weight: 400;\">, n\u00e3o s\u00e3o obrigat\u00f3rios e muitas vezes s\u00e3o tidos como \u201cextras\u201d, pois o objetivo \u00e9 oferecer mais conforto a quem usa a instala\u00e7\u00f5es. Se trata-se de um servi\u00e7o que n\u00e3o precisa obedecer a um guia do fabricante, ent\u00e3o provavelmente entra na categoria de <\/span><i><span style=\"font-weight: 400;\">soft facility management<\/span><\/i><span style=\"font-weight: 400;\">. <strong>Exemplos de soft facility<\/strong> <strong>management:<\/strong><\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">alarmes;\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">gest\u00e3o de correio;<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">gest\u00e3o de res\u00edduos;<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">limpeza;\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\"><em>vending machines;<\/em><\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">decora\u00e7\u00e3o, paisagismo e plantas;<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">controle de pestes e pragas;<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">gest\u00e3o de projetos, recursos humanos, etc.<\/span><\/li>\n<\/ul>\n<h2><b>Os objetivos globais de <\/b><b><i>hard<\/i><\/b><b> vs. <\/b><b><i>soft<\/i><\/b><b> facility management\u00a0\u00a0<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">Como explicamos acima, a principal diferen\u00e7a entre hard e soft facility management \u00e9 \u00f3bvia. Um \u00e9 <\/span><i><span style=\"font-weight: 400;\">machine-intensive<\/span><\/i><span style=\"font-weight: 400;\">, focado nas m\u00e1quinas e equipamentos, enquanto o outro \u00e9 <\/span><i><span style=\"font-weight: 400;\">people-intensive <\/span><\/i><span style=\"font-weight: 400;\">e cuida do lado mais humano do neg\u00f3cio. Esta diferen\u00e7a faz com que cada um tenha um impacto muito diferente no or\u00e7amento, no desempenho e no dia a dia da empresa.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Os <\/span><i><span style=\"font-weight: 400;\">hard services se\u00a0<\/span><\/i><span style=\"font-weight: 400;\">traduzem numa grande carga de <a href=\"https:\/\/blog.infraspeak.com\/pt-br\/manutencao-preventiva\/\">manuten\u00e7\u00e3o preventiva<\/a> e <a href=\"https:\/\/blog.infraspeak.com\/pt-br\/manutencao-preditiva\/\">preditiva<\/a>. O grande objetivo \u00e9 evitar paragens n\u00e3o planejadas e manter um certo n\u00edvel de servi\u00e7o; mas tamb\u00e9m gerir custos, estender a vida \u00fatil de cada equipamento e maximizar o seu ROI, <a href=\"https:\/\/blog.infraspeak.com\/pt-br\/taxa-de-cumprimento-de-manutencao-preventiva\/\">aumentar a <\/a><\/span><i><span style=\"font-weight: 400;\">compliance<\/span><\/i><span style=\"font-weight: 400;\"> e prevenir acidentes de trabalho. Em suma, <strong>s\u00e3o os servi\u00e7os de manuten\u00e7\u00e3o que t\u00eam um impacto mais direto no <\/strong><\/span><strong><i>core<\/i><\/strong><span style=\"font-weight: 400;\"><strong> do neg\u00f3cio e no controle de custos<\/strong>.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Por outro lado, os <\/span><i><span style=\"font-weight: 400;\">soft services<\/span><\/i><span style=\"font-weight: 400;\"> n\u00e3o t\u00eam um impacto direto nos lucros ou nos preju\u00edzos da empresa \u2013 com exce\u00e7\u00e3o dos servi\u00e7os de limpeza, claro, porque temos erteza que vai perder todos os seus clientes se come\u00e7arem a espirrar ao entrarem nas suas instala\u00e7\u00f5es. A<strong> prioridade aqui \u00e9 o conforto, o bem-estar e fazer com que a sua equipe se sinta valorizada, mesmo que isso n\u00e3o produza um impacto t\u00e3o direto ou imediato no desempenho do neg\u00f3cio<\/strong>. Mas vale a pena recordar que os edif\u00edcios inteligentes, que dependem de <\/span><i><span style=\"font-weight: 400;\">soft services,<\/span><\/i><span style=\"font-weight: 400;\"> s\u00e3o uma <\/span><a href=\"https:\/\/blog.infraspeak.com\/pt-br\/gestao-de-facilities-tendencias-e-desafios\/\"><span style=\"font-weight: 400;\">tend\u00eancia no Facility Management<\/span><\/a><span style=\"font-weight: 400;\"> \u2013 al\u00e9m de uma estrat\u00e9gia de reten\u00e7\u00e3o de talento.<\/span><\/p>\n<h2><b>Gerir o or\u00e7amento de Facility Management entre <\/b><b><i>hard <\/i><\/b><b>e <\/b><b><i>soft services<\/i><\/b><\/h2>\n<p><span style=\"font-weight: 400;\">At\u00e9 agora, parece que estamos descrevendo o cl\u00e1ssico duelo m\u00e1quina vs. homem. Com um pequeno detalhe: se deixar que alguns dos seus equipamentos falhem, tamb\u00e9m n\u00e3o consegue garantir a seguran\u00e7a de quem os usa. \u00c9 por isso que dizemos que os <\/span><i><span style=\"font-weight: 400;\">hard services<\/span><\/i><span style=\"font-weight: 400;\"> s\u00e3o imprescind\u00edveis e imposs\u00edveis de excluir do or\u00e7amento anual, por mais que isso implique sacrificar o bem-estar.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Ainda assim, o ideal \u00e9 atribuir uma fatia do or\u00e7amento para cada tipo de servi\u00e7os. Uma boa sugest\u00e3o \u00e9 conduzir um Facility Needs Assessment (ou uma Avalia\u00e7\u00e3o de Necessidades, em portugu\u00eas) para entender quais servi\u00e7os s\u00e3o dispens\u00e1veis e quais n\u00e3o podem ser cortados, tendo em conta as necessidades da sua equipe e as especificidades do seu neg\u00f3cio. <strong>Estas s\u00e3o as perguntas que voc\u00ea deve fazer ao distribuir o or\u00e7amento<\/strong>:\u00a0<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">este servi\u00e7o \u00e9 essencial para o funcionamento da empresa?\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">este servi\u00e7o \u00e9 regulado por alguma autoridade?\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">se dispensar este servi\u00e7o, h\u00e1 riscos de seguran\u00e7a?\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">se dispensar este servi\u00e7o, haver\u00e1 preju\u00edzos para a empresa?<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">este servi\u00e7o \u00e9 crucial para a satisfa\u00e7\u00e3o do cliente?\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">este servi\u00e7o facilita o dia a dia da equipe?\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">este servi\u00e7o \u00e9 eficiente e cumpre o prop\u00f3sito para o qual foi implementado?\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">\u00e9 poss\u00edvel que este servi\u00e7o esteja sendo feito duplicado?\u00a0<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Al\u00e9m disso, te damos uma pista de como conseguir gerir melhor tantos servi\u00e7os diferentes:\u00a0usar um <a href=\"https:\/\/blog.infraspeak.com\/pt-br\/cmms\/\">CMMS<\/a> ou, ainda melhor, uma <a href=\"http:\/\/infraspeak.com\/pt-br\">plataforma de facility management colaborativa<\/a>. Ao concentrar todas as suas opera\u00e7\u00f5es numa s\u00f3 plataforma, desde as interven\u00e7\u00f5es mais espec\u00edficas de manuten\u00e7\u00e3o preventiva at\u00e9 os pedidos de limpeza, voc\u00ea poupa recursos e consegue ter um panorama global de tudo o que se passa num determinado espa\u00e7o.\u00a0<\/span><\/p>\n<h2><b>Outsourcing de <\/b><b><i>soft <\/i><\/b><b>e <\/b><b><i>hard<\/i><\/b><b> services<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">Para terminar, outra quest\u00e3o quase t\u00e3o cl\u00e1ssica como o duelo entre a m\u00e1quina e o homem. Afinal, quais servi\u00e7os voc\u00ea pode terceiriza em manuten\u00e7\u00e3o?\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Como j\u00e1 conclu\u00edmos aqui no blog, n\u00e3o h\u00e1 nenhum servi\u00e7o que n\u00e3o possa <\/span><a href=\"https:\/\/blog.infraspeak.com\/pt-br\/terceirizacao-de-servicos-de-manutencao\/\"><span style=\"font-weight: 400;\">terceirizar em manuten\u00e7\u00e3o<\/span><\/a><span style=\"font-weight: 400;\">. Em particular, <strong>a terceiriza\u00e7\u00e3o de servi\u00e7os de <\/strong><\/span><strong><i>hard<\/i><\/strong><span style=\"font-weight: 400;\"><strong> facility management, por exigirem uma grande especializa\u00e7\u00e3o, \u00e9 extremamente comum<\/strong>. Um bom exemplo s\u00e3o os t\u00edpicos contratos de manuten\u00e7\u00e3o para equipamentos AVAC e elevadores.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Contudo, mesmo neste tipo de servi\u00e7os espec\u00edficos, tudo depende das necessidades da sua empresa. Se tem equipamentos funcionando 24\/7, faz sentido ter t\u00e9cnicos de manuten\u00e7\u00e3o sempre dispon\u00edveis no local, mesmo que \u00e0s vezes precise de complementar com m\u00e3o de obra terceirizada. Como em quase tudo, voc\u00ea deve ponderar os pr\u00f3s, os contras e o or\u00e7amento.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Em rela\u00e7\u00e3o aos <\/span><i><span style=\"font-weight: 400;\">soft services<\/span><\/i><span style=\"font-weight: 400;\">, depende mais uma vez do seu tipo de neg\u00f3cio. Em um hotel, por exemplo, h\u00e1 mais benef\u00edcios em contratar um funcion\u00e1rio para cuidar dos andares do que terceirizar uma empresa de limpezas. Num edif\u00edcio de escrit\u00f3rios, provavelmente n\u00e3o. <strong>\u00c9 aqui que tem mais espa\u00e7o para jogar com o seu or\u00e7amento e com v\u00e1rios n\u00edveis de servi\u00e7o.<\/strong><\/span><\/p>\n<p><span style=\"font-weight: 400;\">Distinguir entre <\/span><i><span style=\"font-weight: 400;\">soft <\/span><\/i><span style=\"font-weight: 400;\">e <\/span><i><span style=\"font-weight: 400;\">hard<\/span><\/i><span style=\"font-weight: 400;\"> facility management pode simplificar a sua vida e a sua divis\u00e3o de tarefas. E j\u00e1 sabe que, por aqui, n\u00f3s tamb\u00e9m adoramos simplificar! Se quer saber mais sobre o software de gest\u00e3o de manuten\u00e7\u00e3o da Infraspeak, <a href=\"https:\/\/infraspeak.com\/pt-br\/demo\/\">fale com um dos nossos especialistas e agende uma demo.<\/a><\/span><\/p>\n\t\t<div data-elementor-type=\"page\" data-elementor-id=\"30019\" class=\"elementor elementor-30019 elementor-24609\" data-elementor-post-type=\"elementor_library\">\n\t\t\t\t<div class=\"elementor-element elementor-element-e214d30 e-flex e-con-boxed e-con e-parent\" data-id=\"e214d30\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-af340db e-flex e-con-boxed e-con e-child\" data-id=\"af340db\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-9a2d4f9 elementor-widget elementor-widget-heading\" data-id=\"9a2d4f9\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-heading-title elementor-size-default\">Uma plataforma colaborativa para visibilidade total sobre as opera\u00e7\u00f5es de FM.<\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1c3ff2f elementor-mobile-align-justify elementor-widget elementor-widget-button\" data-id=\"1c3ff2f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-button-wrapper\">\n\t\t\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-sm\" href=\"https:\/\/infraspeak.com\/pt-br\/demo\" target=\"_blank\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-button-text\">Falar com um especialista<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-79a57ff e-flex e-con-boxed e-con e-child\" data-id=\"79a57ff\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-2872e69 elementor-widget elementor-widget-image\" data-id=\"2872e69\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"800\" height=\"794\" src=\"https:\/\/blog.infraspeak.com\/wp-content\/uploads\/2023\/11\/demo_client.webp\" class=\"attachment-large size-large wp-image-30010\" alt=\"\" srcset=\"https:\/\/blog.infraspeak.com\/wp-content\/uploads\/2023\/11\/demo_client.webp 1014w, https:\/\/blog.infraspeak.com\/wp-content\/uploads\/2023\/11\/demo_client-300x298.webp 300w, https:\/\/blog.infraspeak.com\/wp-content\/uploads\/2023\/11\/demo_client-150x150.webp 150w, https:\/\/blog.infraspeak.com\/wp-content\/uploads\/2023\/11\/demo_client-768x763.webp 768w\" sizes=\"(max-width: 800px) 100vw, 800px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\n","protected":false},"excerpt":{"rendered":"<p>A Gest\u00e3o de Facilities compreende tarefas muito distintas de soft e hard Facility Management. Saiba como a divis\u00e3o ajuda a definir prioridades e or\u00e7amentos.<\/p>\n","protected":false},"author":54,"featured_media":6647,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"content-type":"","footnotes":"","_wp_rev_ctl_limit":""},"categories":[368,366],"tags":[],"class_list":["post-6865","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-gestao-de-facilities","category-manutencao"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Soft e Hard Facility Management: qual \u00e9 a diferen\u00e7a? &#8226; Infraspeak Blog<\/title>\n<meta name=\"description\" content=\"A Gest\u00e3o de Facilities compreende tarefas muito distintas de soft e hard Facility Management. 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