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

Independent Journal of Management & Production

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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)
Date 2019-08-01
Type info:eu-repo/semantics/article

Format application/pdf
Identifier http://www.ijmp.jor.br/index.php/ijmp/article/view/1001
Source Independent Journal of Management & Production; Vol 10, No 4 (2019): Independent Journal of Management & Production (Special Edition IFLOG); 1271-1287
Language eng
Relation http://www.ijmp.jor.br/index.php/ijmp/article/view/1001/1113
Rights Copyright (c) 2019 Alcir das Neves Gomes, Everton Santana Figueiredo, Everton Santana Figueiredo

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