Qualidade logística: análise de indicadores de desempenho de uma distribuidora de alimentos

• Autor(a) principal: Dantas, Emyllene Ricelly
• Data de Publicação: 2016
• Tipo de documento: Trabalho de conclusão de curso
• Idioma: por
• Título da fonte: Repositório Institucional da UFRN
• Texto Completo: https://repositorio.ufrn.br/handle/123456789/43431
• topic: Administração; Logística; Qualidade dos serviços; Administração

This work was carried out because the need to evaluate the level of quality of the logistic service provided by the Food Distributor in the city of Currais Novos, Rio Grande do Norte. The evaluation took place in the logistic perspectives of customer order fulfillment, inventory management, warehousing and transportation. The research method was based on previous studies, through the use of performance indicators. In order to carry out the study, the bibliographical research was carried out on the logistic theme, as well as on its primary and secondary activities, as well as indicators available in the literature. In the production of the results, the analysis of the data collected was realyzed through comparisons with the measures of the best practices of the market. Finally, it was considered that most of the indicators used in this study demonstrated that the performance of the company's logistic activities are in line with and even above the best practices of this seguiment. However, some indicators merit greater attention because they are below the established parameters. Indicators such as Order Fill Rate, which indicates the percentage of orders met in the quantity and specifications requested by the customer, pointed result below that expected. And despite the overall result achieve the expectation, logistics processes should be improved to improve the performance of one of the indicators and improve the practices, to elevate the level of service quality provided to excellence.