Study of the SLA (Service Level) for Analysis of Breaks and Damages in the Brazilian Operation of a Logistics and Cosmetic Center

EasyChair Preprint 7069

Abstract

This work aims to improve the level of service provided to customers (SLA) and reduce the amount of indemnities and customer dissatisfaction resulting from breakages (the product is lost or damaged to the point of no longer being used) and damages (the product is damaged, but can still be used), causing a shortage of products. The company studied is a logistics operator, founded in March 1996, initially established in the state of São Paulo, specializing in the storage and transport of medicines and cosmetics, which complies with all Anvisa standards and resolutions regarding the logistics operation of these products . A qualitative methodology was used to collect information, with the purpose of understanding the logistical operations carried out by this company. The methodology for developing the article was based on basic bibliographic research, environmental analysis day and the 5W2H method. Actions were implemented to readjust the company's operational and didactic processes, means of controlling operational deviations and technological equipment that aim to ensure the accuracy in the management of products from operations. As a result, the solutions applied brought profitability to the company, reduced operational deviations and consequently increased the level of service provided to customers.

Keyphrases: Logística, Nível de Serviço, Perdas e Avarias, Transporte

@booklet{EasyChair:7069,
  author    = {Anderson Cordeiro de Jesus and Debora Brito da Silva and Edson Demetrio Leal and Marluce Josefa de Lima and Victor Henrique Alves Gaiotte},
  title     = {Study of the SLA (Service Level) for Analysis of Breaks and Damages in the Brazilian Operation of a Logistics and Cosmetic Center},
  howpublished = {EasyChair Preprint 7069},
  year      = {EasyChair, 2021}}