Implantação e implementação de ferramenta tecnológica de monitoramento para gestão de entregas e melhorias na etapa last mile : um estudo de caso no setor de transportes de uma distribuidora de peças automotivas
Tipo
TCC
Data de publicação
2022
Periódico
Citações (Scopus)
Autores
Santana, Thamara Cristina de
Orientador
Ricci, Marlucy Godoy
Título da Revista
ISSN da Revista
Título de Volume
Membros da banca
Programa
Resumo
Em virtude do rápido avanço tecnológico e da transformação digital o perfil de
consumo mudou e impactou diretamente o setor logístico, especialmente o last mile
ou última milha, no que corresponde a etapa final do processo de entrega. Com o
mercado mais competitivo, faz-se necessário investir em tecnologia para que seja
possível manter posicionamento no mercado, obter vantagem competitiva e atender
as exigências dos clientes que buscam cada vez mais por agilidade, visibilidade e
qualidade nas entregas. Neste contexto, este trabalho descreve a implantação e
implementação de uma ferramenta tecnológica de monitoramento aplicada no
processo last mile em uma distribuidora de peças automotivas com o objetivo de
analisar se após a implementação deste sistema o setor de transportes da empresa
seria capaz de realizar a gestão de entregas, atuar de forma proativa e corretiva. Foi
realizado um estudo de caso fundamentado no método indutivo, tendo como objeto
de estudo o Transportador , que representava a maior parcela de reclamações de
atraso na entrega. Posto isso, a partir da análise de dados com base na abordagem
quali-quantitativo foram identificados alguns tipos de ocorrências que geravam
impacto na distribuição das entregas, uma vez que 41,69% das ocorrências eram
referentes a mercadoria enviada diferente do pedido de compra e 34,94% ao cliente
fechado. Além disso foi apurado o tempo de permanência do entregador no cliente
que afetava na efetividade das próximas entregas. Por fim verificou-se que após a
implementação da ferramenta o índice de reclamações de atraso na entrega referente
ao transportadora reduziu em 79,08%, em consequência do de acesso instantâneo
as informações de rastreio das entregas na plataforma digital de monitoramento.
Conclui-se que a tecnologia é de suma importância para visibilidade e resolução de
problemas no last mile. Portanto, com o resultado do levantamento das ocorrências
para evolução da pesquisa é necessário aprofundar os estudos em relação aos
prejuízos gerados como a venda perdida, o aumento do custo de frete e a insatisfação
do consumidor.
Due to rapid technological advancement and digital transformation, the consumer profile has changed and directly impacted the logistics sector, especially the last mile, which corresponds to the final stage of the delivery process. With a more competitive market, it is necessary to invest in technology in order to maintain market positioning, obtain competitive advantage, and meet the demands of customers who increasingly aims agility, visibility, and quality in deliveries. In this context, this paper describes the deployment and implementation of a technological monitoring tool applied to the last mile process in a distributor of automotive parts with the goal of analyzing whether after the implementation of this system the transportation sector of the company would be able to perform the management of deliveries, acting proactively and correctively. A case study based on the inductive method was carried out, having as object of study the Carrier a, which represented the largest portion of delivery delay complaints. That said, from the data analysis based on the quali-quantitative approach it was identified some types of occurrences that generated impact on the distribution of deliveries, since 41.69% of occurrences were related to goods sent different from the purchase order and 34.94% to the closed customer. Besides this, the time the delivery person spent at the customer's premises was determined, which affected the effectiveness of the next deliveries. Finally, it was found that after the implementation of the tool, the rate of delivery delay complaints regarding the carrier a reduced by 79.08%, as a result of the instant access to delivery tracking information on the digital monitoring platform. It is concluded that technology is of paramount importance for visibility and problem solving in the last mile. Therefore, with the result of the survey of occurrences for the evolution of the research, it is expected to deepen the studies in relation to the damage generated such as lost sales, increased freight costs and consumer dissatisfaction.
Due to rapid technological advancement and digital transformation, the consumer profile has changed and directly impacted the logistics sector, especially the last mile, which corresponds to the final stage of the delivery process. With a more competitive market, it is necessary to invest in technology in order to maintain market positioning, obtain competitive advantage, and meet the demands of customers who increasingly aims agility, visibility, and quality in deliveries. In this context, this paper describes the deployment and implementation of a technological monitoring tool applied to the last mile process in a distributor of automotive parts with the goal of analyzing whether after the implementation of this system the transportation sector of the company would be able to perform the management of deliveries, acting proactively and correctively. A case study based on the inductive method was carried out, having as object of study the Carrier a, which represented the largest portion of delivery delay complaints. That said, from the data analysis based on the quali-quantitative approach it was identified some types of occurrences that generated impact on the distribution of deliveries, since 41.69% of occurrences were related to goods sent different from the purchase order and 34.94% to the closed customer. Besides this, the time the delivery person spent at the customer's premises was determined, which affected the effectiveness of the next deliveries. Finally, it was found that after the implementation of the tool, the rate of delivery delay complaints regarding the carrier a reduced by 79.08%, as a result of the instant access to delivery tracking information on the digital monitoring platform. It is concluded that technology is of paramount importance for visibility and problem solving in the last mile. Therefore, with the result of the survey of occurrences for the evolution of the research, it is expected to deepen the studies in relation to the damage generated such as lost sales, increased freight costs and consumer dissatisfaction.
Descrição
Palavras-chave
logística , monitoramento , tecnologia , última milha , logistics , monitoring , technology , last mile