Nível de serviço logístico: aplicado a identificação das necessidades e expectativas dos clientes internos de uma rede de supermercados do sul do Brasil

Abstract

Since the companies are in a competition scenario, the logistics has assumed an important role with regard to meeting the needs of customers and their satisfaction. From this, the desire to do this work came with the intention of applying logistics knowledge about retail and services to identify the needs and expectations of the customers of a supermarket chain in order to improve the level of logistic services offered by the distribution center with the intention of securing additional competitive gains and consumer satisfaction. The choice of the theme was based on the perceived need to improve logistics processes of the company seeking to better serve internal customers and external customers and thus increase sales. The challenge of this work is finding the best ways to optimize the logistics processes of the company intending to achieve the appropriate parameters for the assessment and measurement of service levels offered by the distribution center. Therefore, the main theme becomes interesting because it is proposed to contribute to the good performance of the company as a whole and also incorporate a culture of measurement and monitoring the service level indicators in order to establish the continuous process improvement. For this, an exploratory survey will be conducted addressing qualitative and quantitative types. Nonprobability sampling with the intentionality criterion will be used to verify interaction of the store managers (research evidence) and the observations about the processes performed. In addition, questionnaires will be used to enable the information collected and then it will be analyzed and interpreted through charts, graphs, tables and figures.