Effect of logistical control in customer satisfaction in a company in the packing sector

Independent Journal of Management & Production

View Publication Info
 
 
Field Value
 
Title Effect of logistical control in customer satisfaction in a company in the packing sector
 
Creator Gomes, Alcir das Neves
Figueiredo, Everton Santana
 
Subject logistics processes control; customer satisfaction; Net Promoter Score - NPS
 
Description Logistics has become a strategic activity along the time not only a mere operational task in corporations, for that reason having a suitable management for logistics processes bring benefits all over the companies and impacts customer satisfaction. This paper was developed based on a case study performed in a packaging company located in the east area of the city of São Paulo, it was conducted in the period from April to September of 2017. An evaluation of logistical processes was performed based on non-participative observations and posteriorly with participative observations, with the diagnosis of main problems corrective actions were implemented as well as processes control. A training program was done to prepare the workers to accomplish with the new procedures, that made possible to stablish a comparison between past results and the ones achieved with new procedures and controls.   It was also proposed and utilized the Net Promoter Score – NPS method to evaluate customer satisfaction that allowed to observe the results evolution achieved with the new procedures implemented.
 
Publisher Instituto Federal de Educação, Ciência e Tecnologia de São Paulo (IFSP)
 
Contributor
 
Date 2019-08-01
 
Type info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion

 
Format application/pdf
text/html
 
Identifier http://www.ijmp.jor.br/index.php/ijmp/article/view/1001
10.14807/ijmp.v10i4.1001
 
Source Independent Journal of Management & Production; Vol 10, No 4 (2019): Independent Journal of Management & Production (Special Edition IFLOG); 1271-1287
2236-269X
2236-269X
 
Language eng
 
Relation http://www.ijmp.jor.br/index.php/ijmp/article/view/1001/1113
http://www.ijmp.jor.br/index.php/ijmp/article/view/1001/1123
http://www.ijmp.jor.br/index.php/ijmp/article/downloadSuppFile/1001/612
http://www.ijmp.jor.br/index.php/ijmp/article/downloadSuppFile/1001/613
 
Rights Copyright (c) 2019 Alcir das Neves Gomes, Everton Santana Figueiredo, Everton Santana Figueiredo
http://creativecommons.org/licenses/by-nc-sa/4.0
 

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