A qualidade logística na relação indústria-operador logístico e clienteo caso da indústria de tintas no Nordeste

Resumo

The present study sought to investigate how the management of logistics services in the paint industries in the Brazilian Northeast is perceived by the different links of the industryoperator-customer triad. The paint segment in Brazil, considered one of the five largest markets in the world, has hundreds of small, medium and large manufacturers, which have as a common point the need for efficient logistics that add value to the service provided to the customer. The Brazilian Northeast has an important producer and consumer share of the national paint market, with the aggravating factor that the level of logistics service in the Northeast is even more deficient from an operational point of view when compared to regions such as the South and Southeast, for example, the which has generated a series of wear and tear between manufacturers, intermediaries and end consumers. The research was conducted through interviews with managers of the triad industry-logistics operator and customers to understand their perception of the most relevant factors in each link, highlighting the different perspectives found in order to prepare a list of recommendations of best practices for the logistics of distribution and transport that can be used by professionals in the sector in order to improve the quality of service. The results show that, for customers, the quality of the logistics service is perceived as the most important criterion in the relationship, while for the industry, (lack of) communication is the most critical item, reflecting the low use of technology in the chain, in a general way. On the other hand, in the perception of carriers, the criterion with the greatest impact is cost management, a reflection of successive increases in fuel prices and difficulty in accessing credit lines for fleet renewal. The results still suggest the lack of collaboration between the links. Based on the results of the study, a list of recommendations to improve the level of service in the triad was presented.

Ficha do documento

Tipo

Dissertação

Ano

2022

Instituição

Fundação Getulio Vargas

Fonte

Repositório da FGV

Idioma

Português

Acesso

Acesso aberto

Identificador

oai:repositorio.fgv.br:10438/32516

Temas

TransportesDesenvolvimento Econômico

Palavras-chave

Logistics qualityLogistic operatorDistributionPaint industryQualidade logísticaOperador logísticoDistribuiçãoIndústria de tintasAdministração de empresasLogística empresarialTintas - Indústria - Brasil, NordesteControle de qualidadeDistribuição de mercadorias