Modelo de avaliação de desempenho logístico de empresa de serviço
Ano de defesa: | 2012 |
---|---|
Autor(a) principal: | |
Orientador(a): | |
Banca de defesa: | , |
Tipo de documento: | Dissertação |
Tipo de acesso: | Acesso aberto |
Idioma: | por |
Instituição de defesa: |
Universidade Federal de Santa Maria
|
Programa de Pós-Graduação: |
Programa de Pós-Graduação em Engenharia de Produção
|
Departamento: |
Engenharia de Produção
|
País: |
BR
|
Palavras-chave em Português: | |
Palavras-chave em Inglês: | |
Área do conhecimento CNPq: | |
Link de acesso: | http://repositorio.ufsm.br/handle/1/8264 |
Resumo: | There is a consensus among researchers and practitioners that logistics plays a strategic role, regardless of the activity or sector in which the organization operates. This reputation is due to the web of interrelations involved and the scope of their actions. However, in this global context, numerous elements, the logistics focus of this study is presented as a pillar of support and integration link of the chain. Research focusing on the assessment of logistics performance in service companies are scarce, which is a gap to be filled. Most of the jobs found are directed to review the logistics companies in manufacturing and service level considering only the vision of the client (from the outside) and not aspects that focus within the organization. Based on this gap, we present the research problem: how to evaluate logistics performance in a service company? With the intention of finding alternatives to the problem was indispensable study on the subject using theoretical basis of the survey on the industry besides defining the basis for reasoning model and identification of submerged logistics processes. It was essential to the description of the methodology of multicriteria constructivist-MCDA-C, as this was used as the basis for the model to be proposed. To this end, we proceeded with a systematic search of mapping the current situation based on the variables identified, allowing opportunities for streamlining processes, providing a vision of the future state and to guarantee the sustainability of suggested actions. Aiming to solidify and test the model, we used the procedure with case study application in a company providing telecommunications services which operates in three Brazilian states, where it became possible to evaluate the performance of logistics, respecting the variables identified enabling the assessment be observed each individual case and its coverage globally. In this format, the proposed model seeks to provide conditions for the company to monitor the performance of their actions, maintaining indexes for goal setting and periodic evaluations of individual and collective performance. The proposed model proved to be suitable for providing a tool where there is a systematic process of continuous improvement with a focus on integration and advancement of logistics performance solidified. |
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2013-09-122013-09-122012-09-12ALVES, Vanessa Teresinha. PERFORMANCE EVALUATION OF LOGISTICS SERVICE COMPANIES. 2012. 119 f. Dissertação (Mestrado em Engenharia de Produção) - Universidade Federal de Santa Maria, Santa Maria, 2012.http://repositorio.ufsm.br/handle/1/8264There is a consensus among researchers and practitioners that logistics plays a strategic role, regardless of the activity or sector in which the organization operates. This reputation is due to the web of interrelations involved and the scope of their actions. However, in this global context, numerous elements, the logistics focus of this study is presented as a pillar of support and integration link of the chain. Research focusing on the assessment of logistics performance in service companies are scarce, which is a gap to be filled. Most of the jobs found are directed to review the logistics companies in manufacturing and service level considering only the vision of the client (from the outside) and not aspects that focus within the organization. Based on this gap, we present the research problem: how to evaluate logistics performance in a service company? With the intention of finding alternatives to the problem was indispensable study on the subject using theoretical basis of the survey on the industry besides defining the basis for reasoning model and identification of submerged logistics processes. It was essential to the description of the methodology of multicriteria constructivist-MCDA-C, as this was used as the basis for the model to be proposed. To this end, we proceeded with a systematic search of mapping the current situation based on the variables identified, allowing opportunities for streamlining processes, providing a vision of the future state and to guarantee the sustainability of suggested actions. Aiming to solidify and test the model, we used the procedure with case study application in a company providing telecommunications services which operates in three Brazilian states, where it became possible to evaluate the performance of logistics, respecting the variables identified enabling the assessment be observed each individual case and its coverage globally. In this format, the proposed model seeks to provide conditions for the company to monitor the performance of their actions, maintaining indexes for goal setting and periodic evaluations of individual and collective performance. The proposed model proved to be suitable for providing a tool where there is a systematic process of continuous improvement with a focus on integration and advancement of logistics performance solidified.Há uma conformidade entre profissionais e pesquisadores que a logística desempenha um papel estratégico, independentemente da atividade ou segmento em que a organização atua. Essa notoriedade se dá pela teia de inter relações envolvida e de abrangência das suas ações. Porém, nesse contexto global, de inúmeros elementos, a logística cerne deste estudo, é apresentada como pilar de sustentação e elo de integração de toda a cadeia. Pesquisas com foco na avaliação de desempenho logístico em empresas prestadoras de serviço são escassas, o que representa um hiato a ser preenchido. Na sua maioria, os trabalhos encontrados estão direcionados a avaliar a logística em empresas de manufatura e o nível de serviço considerando apenas a visão do cliente (de fora para dentro) e não aspectos que incidem dentro da organização. Com base nesta lacuna, é apresentado o problema de pesquisa: como avaliar o desempenho logístico em uma empresa prestadora de serviços? Na intenção de encontrar alternativas para o problema foi indispensável estudar a acerca do tema utilizando-se do levantamento de base teórica sobre o setor além de delimitar as bases para fundamentação do modelo e a identificação dos processos submergidos à logística. Foi indispensável à descrição da metodologia de multicritério construtivista- MCDA-C, pois esta foi utilizada como base para o modelo a ser proposto. Para tal, procedeu-se com uma sistemática na busca de mapear a situação atual a partir das variáveis identificadas, permitir oportunidades de melhoria dos processos, dando uma visão do estado futuro e que garantissem a sustentabilidade das ações sugeridas. Com o objetivo de solidificação e teste do modelo, utilizou-se do procedimento estudo de caso com aplicação em uma empresa prestadora de serviços de telecomunicação que atua em três estados brasileiros, onde tornou-se possível avaliar o desempenho da logística, respeitando as variáveis identificadas, possibilitando ser observada a avaliação individual a cada processo e a sua abrangência de forma global. Neste formato, o modelo proposto busca apresentar condições para a empresa acompanhar o desempenho de suas ações, sustentando índices para estabelecimento de metas e avaliações periódicas de desempenho individual e coletivo. O modelo proposto mostrou-se apropriado por prover uma ferramenta em que há um processo sistemático de melhoria contínua com foco na integração e no avanço solidificado do desempenho logístico.Coordenação de Aperfeiçoamento de Pessoal de Nível Superiorapplication/pdfporUniversidade Federal de Santa MariaPrograma de Pós-Graduação em Engenharia de ProduçãoUFSMBREngenharia de ProduçãoLogísticaAvaliação de desempenhoPrestação de serviçosDiagnóstico organizacionalSetor serviçosLogisticsPerformance evaluationProvision of servicesOrganizational diagnosisServices sectorCNPQ::ENGENHARIAS::ENGENHARIA DE PRODUCAOModelo de avaliação de desempenho logístico de empresa de serviçoPerformance evaluation of logistics service companiesinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/masterThesisSiluk, Julio Cezar Mairessehttp://lattes.cnpq.br/8315298509051752Santos, Carlos Honorato Schuchhttp://lattes.cnpq.br/9074157543253528Blois, Henrique Diashttp://lattes.cnpq.br/7496075229151637http://lattes.cnpq.br/0761206165724148Alves, Vanessa Teresinha300800000005400300300300300459ed50f-f433-4c93-a8c8-5a7d43df42393ccc2592-7890-45ee-88b8-799e1a898811946d6830-e5e2-47c0-82a2-f56606d58b7d2b156806-f9e6-47fc-b1b2-58e368d21c5binfo:eu-repo/semantics/openAccessreponame:Biblioteca Digital de Teses e Dissertações do UFSMinstname:Universidade Federal de Santa Maria (UFSM)instacron:UFSMORIGINALALVES, VANESSA TERESINHA.pdfapplication/pdf2159094http://repositorio.ufsm.br/bitstream/1/8264/1/ALVES%2c%20VANESSA%20TERESINHA.pdfa2d9a609996bb7d770a3bb8ac3bc665dMD51TEXTALVES, VANESSA TERESINHA.pdf.txtALVES, VANESSA TERESINHA.pdf.txtExtracted texttext/plain221948http://repositorio.ufsm.br/bitstream/1/8264/2/ALVES%2c%20VANESSA%20TERESINHA.pdf.txt77c735b8e9573a58140c6ce9f7a76e65MD52THUMBNAILALVES, VANESSA TERESINHA.pdf.jpgALVES, VANESSA TERESINHA.pdf.jpgIM Thumbnailimage/jpeg4793http://repositorio.ufsm.br/bitstream/1/8264/3/ALVES%2c%20VANESSA%20TERESINHA.pdf.jpg31a6e57fbd0cb990acd042acadae54faMD531/82642022-01-18 09:14:12.418oai:repositorio.ufsm.br:1/8264Biblioteca Digital de Teses e Dissertaçõeshttps://repositorio.ufsm.br/ONGhttps://repositorio.ufsm.br/oai/requestatendimento.sib@ufsm.br||tedebc@gmail.comopendoar:2022-01-18T12:14:12Biblioteca Digital de Teses e Dissertações do UFSM - Universidade Federal de Santa Maria (UFSM)false |
dc.title.por.fl_str_mv |
Modelo de avaliação de desempenho logístico de empresa de serviço |
dc.title.alternative.eng.fl_str_mv |
Performance evaluation of logistics service companies |
title |
Modelo de avaliação de desempenho logístico de empresa de serviço |
spellingShingle |
Modelo de avaliação de desempenho logístico de empresa de serviço Alves, Vanessa Teresinha Logística Avaliação de desempenho Prestação de serviços Diagnóstico organizacional Setor serviços Logistics Performance evaluation Provision of services Organizational diagnosis Services sector CNPQ::ENGENHARIAS::ENGENHARIA DE PRODUCAO |
title_short |
Modelo de avaliação de desempenho logístico de empresa de serviço |
title_full |
Modelo de avaliação de desempenho logístico de empresa de serviço |
title_fullStr |
Modelo de avaliação de desempenho logístico de empresa de serviço |
title_full_unstemmed |
Modelo de avaliação de desempenho logístico de empresa de serviço |
title_sort |
Modelo de avaliação de desempenho logístico de empresa de serviço |
author |
Alves, Vanessa Teresinha |
author_facet |
Alves, Vanessa Teresinha |
author_role |
author |
dc.contributor.advisor1.fl_str_mv |
Siluk, Julio Cezar Mairesse |
dc.contributor.advisor1Lattes.fl_str_mv |
http://lattes.cnpq.br/8315298509051752 |
dc.contributor.referee1.fl_str_mv |
Santos, Carlos Honorato Schuch |
dc.contributor.referee1Lattes.fl_str_mv |
http://lattes.cnpq.br/9074157543253528 |
dc.contributor.referee2.fl_str_mv |
Blois, Henrique Dias |
dc.contributor.referee2Lattes.fl_str_mv |
http://lattes.cnpq.br/7496075229151637 |
dc.contributor.authorLattes.fl_str_mv |
http://lattes.cnpq.br/0761206165724148 |
dc.contributor.author.fl_str_mv |
Alves, Vanessa Teresinha |
contributor_str_mv |
Siluk, Julio Cezar Mairesse Santos, Carlos Honorato Schuch Blois, Henrique Dias |
dc.subject.por.fl_str_mv |
Logística Avaliação de desempenho Prestação de serviços Diagnóstico organizacional Setor serviços |
topic |
Logística Avaliação de desempenho Prestação de serviços Diagnóstico organizacional Setor serviços Logistics Performance evaluation Provision of services Organizational diagnosis Services sector CNPQ::ENGENHARIAS::ENGENHARIA DE PRODUCAO |
dc.subject.eng.fl_str_mv |
Logistics Performance evaluation Provision of services Organizational diagnosis Services sector |
dc.subject.cnpq.fl_str_mv |
CNPQ::ENGENHARIAS::ENGENHARIA DE PRODUCAO |
description |
There is a consensus among researchers and practitioners that logistics plays a strategic role, regardless of the activity or sector in which the organization operates. This reputation is due to the web of interrelations involved and the scope of their actions. However, in this global context, numerous elements, the logistics focus of this study is presented as a pillar of support and integration link of the chain. Research focusing on the assessment of logistics performance in service companies are scarce, which is a gap to be filled. Most of the jobs found are directed to review the logistics companies in manufacturing and service level considering only the vision of the client (from the outside) and not aspects that focus within the organization. Based on this gap, we present the research problem: how to evaluate logistics performance in a service company? With the intention of finding alternatives to the problem was indispensable study on the subject using theoretical basis of the survey on the industry besides defining the basis for reasoning model and identification of submerged logistics processes. It was essential to the description of the methodology of multicriteria constructivist-MCDA-C, as this was used as the basis for the model to be proposed. To this end, we proceeded with a systematic search of mapping the current situation based on the variables identified, allowing opportunities for streamlining processes, providing a vision of the future state and to guarantee the sustainability of suggested actions. Aiming to solidify and test the model, we used the procedure with case study application in a company providing telecommunications services which operates in three Brazilian states, where it became possible to evaluate the performance of logistics, respecting the variables identified enabling the assessment be observed each individual case and its coverage globally. In this format, the proposed model seeks to provide conditions for the company to monitor the performance of their actions, maintaining indexes for goal setting and periodic evaluations of individual and collective performance. The proposed model proved to be suitable for providing a tool where there is a systematic process of continuous improvement with a focus on integration and advancement of logistics performance solidified. |
publishDate |
2012 |
dc.date.issued.fl_str_mv |
2012-09-12 |
dc.date.accessioned.fl_str_mv |
2013-09-12 |
dc.date.available.fl_str_mv |
2013-09-12 |
dc.type.status.fl_str_mv |
info:eu-repo/semantics/publishedVersion |
dc.type.driver.fl_str_mv |
info:eu-repo/semantics/masterThesis |
format |
masterThesis |
status_str |
publishedVersion |
dc.identifier.citation.fl_str_mv |
ALVES, Vanessa Teresinha. PERFORMANCE EVALUATION OF LOGISTICS SERVICE COMPANIES. 2012. 119 f. Dissertação (Mestrado em Engenharia de Produção) - Universidade Federal de Santa Maria, Santa Maria, 2012. |
dc.identifier.uri.fl_str_mv |
http://repositorio.ufsm.br/handle/1/8264 |
identifier_str_mv |
ALVES, Vanessa Teresinha. PERFORMANCE EVALUATION OF LOGISTICS SERVICE COMPANIES. 2012. 119 f. Dissertação (Mestrado em Engenharia de Produção) - Universidade Federal de Santa Maria, Santa Maria, 2012. |
url |
http://repositorio.ufsm.br/handle/1/8264 |
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Universidade Federal de Santa Maria |
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UFSM |
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Engenharia de Produção |
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Universidade Federal de Santa Maria |
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