Avaliação e mensuração do desempenho do nível de serviço logístico

Abstract

This research proposes analyze aspects that are crucial in the logistical service of a studied company, in order to have a perceived improvement in the level of service, in order to remain competitive in the market in which it operates. The case under study is of a company located in the Midwest region of Brazil, which produces, sells and distributes food products. The research starts from the elaboration of a mathematical method to identify the variables that influence the performance of order fulfillment. It also consists of building a model to measure the fulfillment of these requests. Finally, it proposes a demand forecasting model, for executing the planning and preparing for sales service. There were two methodological approaches taken in this research, being the modeling using the R software and the case study, where order reports and demand documentation were analyzed. Therefore, this research became feasible to identify variables that impact the performance of order fulfillment, both negatively and positively, it was also possible to measure performance through the applied model, therefore, it was possible to trace a demand forecast with the time series in order to plan distribution capacity