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Implementação de um sistema de gestão para a melhoria contínua de um operador logístico de produtos alimentares
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Abstract(s)
Atualmente, numa indústria tão competitiva como a alimentar, as crescentes exigências dos clientes, aliadas à variabilidade dos mercados, têm levado à necessidade de melhorar o desempenho do serviço prestado, a fim de aumentar a eficiência das operações logísticas e, consequentemente, da Supply Chain (SC). As atividades de Logística Inversa (LI) têm vindo a ganhar importância devido a preocupações económicas e ambientais, sendo que estes fluxos de LI são dinâmicos e complexos. Esta dissertação apresentou o Modelo SCOR-DS como o melhor modelo para estudar, analisar e melhorar a cadeia logística, mais concretamente a logística inversa, inclusive a de produtos alimentares. A validação do modelo é comprovada pela ampla pesquisa bibliográfica e pela sua implementação e descrição no estudo de caso. O modelo foi implementado num operador logístico e transportador, a STEF Portugal, Lda., tendo sido propostas um conjunto de ferramentas e metodologias de melhoria contínua, bem como indicadores de desempenho, com vista a quantificar, avaliar e qualificar a LI. Esta dissertação foi realizada com o objetivo de concretizar as metas da empresa, nomeadamente reduzir os custos de destruição de produtos inviáveis e dinamizar o processo de reentrega de devoluções de clientes. No caso prático, o modelo SCOR-DS foi implementado nas condições apresentadas e, como resultado, constatou-se que os níveis de desempenho (KPIs) da LI foram estabelecidos. Embora não concordantes com os idealizados pela empresa, foi possível identificar ações a serem tomadas e acompanhadas com a ferramenta PDCA, no sentido de alcançar os objetivos da empresa.
Abstract Nowadays, in an industry as competitive as the food industry, the growing demands of customers, combined with the variability of markets, have led to the need to improve the performance of the service provided in order to increase the efficiency of logistics operations and, consequently, of the Supply Chain (SC). Reverse Logistics (RL) activities have become increasingly important due to economic and environmental concerns, and these RL flows are dynamic and complex. This dissertation has presented the SCOR-DS Model as the best model for studying, analysing and improving the logistics chain, more specifically reverse logistics, including that of food products. The model's validation is proven by the extensive literature research and by its implementation and description in the case study. The model was implemented in a logistics operator and transporter, STEF Portugal, Lda, and a set of tools and methodologies for continuous improvement were proposed, as well as performance indicators, with a view to quantifying, evaluating and qualifying LI. This dissertation was carried out with the aim of achieving the company's goals, namely reducing the cost of destroying unviable products and streamlining the process of redelivering customer returns. In the practical case, the SCOR-DS model was implemented under the conditions presented and, as a result, LI's performance levels (KPIs) were established. Although not in line with those idealised by the company, it was possible to identify actions to be taken and monitored using the PDCA tool in order to achieve the company's objectives.
Abstract Nowadays, in an industry as competitive as the food industry, the growing demands of customers, combined with the variability of markets, have led to the need to improve the performance of the service provided in order to increase the efficiency of logistics operations and, consequently, of the Supply Chain (SC). Reverse Logistics (RL) activities have become increasingly important due to economic and environmental concerns, and these RL flows are dynamic and complex. This dissertation has presented the SCOR-DS Model as the best model for studying, analysing and improving the logistics chain, more specifically reverse logistics, including that of food products. The model's validation is proven by the extensive literature research and by its implementation and description in the case study. The model was implemented in a logistics operator and transporter, STEF Portugal, Lda, and a set of tools and methodologies for continuous improvement were proposed, as well as performance indicators, with a view to quantifying, evaluating and qualifying LI. This dissertation was carried out with the aim of achieving the company's goals, namely reducing the cost of destroying unviable products and streamlining the process of redelivering customer returns. In the practical case, the SCOR-DS model was implemented under the conditions presented and, as a result, LI's performance levels (KPIs) were established. Although not in line with those idealised by the company, it was possible to identify actions to be taken and monitored using the PDCA tool in order to achieve the company's objectives.
Description
Dissertação para obtenção do grau de Mestre em Engenharia e Gestão Industrial
Keywords
Logística Inversa (LI) Supply Chain (SC) Melhoria Contínua (MC) Food Supply Chain (FSC) Reverse Logistics (RL) Continuous Improvement (CI)
Citation
TEIXEIRA, Rita Madalena da Silva – Implementação de um sistema de gestão para a melhoria contínua de um operador logístico de produtos alimentares. Lisboa: Instituto Superior de Engenharia de Lisboa. 2024. Dissertação de Mestrado.