Proposta de mensuração do nível de serviço logístico em uma empresa de aramados brasileira

Abstract

Nowadays, with competitive market, companies must have seeking for differentials in order to remain competitive and survive the daily competition. The objective this paper is to measure the indicators present in the logistics service level to ensure customer loyalty. The front of this scenario, this study equates logistics study to ensure customer satisfaction, thus contributing to the maintenance of services. This paper starts with an introduction on the subject; next, it has a review of the literature found at academy and ends with the methodology to be used for the completion of the case study. The methodology shows the studies classification of this as its nature and brings all the steps for the completion of that; which stands out as data collection, measurement of the same and report delivery containing the main opportunities. Subsequently, analysis and discussion of the results, includes the measurement of the indicators proposed for Logistics Service Level Measurement - Lead Time, Regularity, Reliability, Completeness, Flexibility, Correctness, Harmfulness and Productivity; as well as the proposal for a future study on the subject. Then, the present study is concluded with the final considerations of the work. As a result of the proposed methodology, lead time indicator measurement was achieved as a result n 7 days in wire’s production line, as well as 14.25% Regularity, 70% Reliability, 75% Flexibility, 85.52% Productivity and Harmfulness of 14.25%. As for the indicators of Completeness and Correctness, it was not possible to measure them. This paper has been finished with main notes and conclusions about the initial purposes.