Análise do processo logístico através das ferramentas da qualidade: um estudo de caso na DDEX- direct to door express.

Abstract

Knowing that the service level and price of products / services are no longer distinct, are prerequisites, this article seeks to show how the deployment of quality tools can help identify potential irregularities in the logistics process, specifically in the distribution of newspapers, in Natal. The methodology used was a type of quantitative research, exploratory and based on case study. The purpose of this research was to understand how to make the process of delivering a competitive advantage to the company providing the service. Aiming at this goal, was initially performed a literature review, to determine the key concepts of quality, service quality and quality tools. The process for collecting data and information was during the academic stage in the company. The tools were Pareto, Ishikawa diagram and statistical process control. After application of tools, suggestions were proposed to the company seeking to minimize the variability of the process in question. The results were a diagnosis about which complaint was more relevant in terms of clients, which possible factors contributing to the high rate of complaints and how those complaints behave