Custo total de propriedade - TCO: um estudo de caso aplicado a fretes no e-commerce

Abstract

Aiming at the importance of logistics for a business model known as e-commerce, to which delivery is one of the main key activities and that allows to intensify the contact / relationship with the customer, it is essential to manage costs that directly impact on the obtained profit. From this perspective, this study sought to propose a Total Cost of Ownership (TCO) model applied to logistics delivery services for an e-commerce in the region of Chapecó - Santa Catarina. To achieve this goal, the research was characterized as an applied research of qualitative approach, which was used for the purposes of descriptive research, being considered a case study and a bibliographical research. In order to collect the data, we used the means of semi-structured interview with the partners and collaborators, as well as documentary research, using the data provided by the company studied and the freight tables of the carriers analyzed. Another relevant factor for the methodology was the development of a Total Cost of Ownership (TCO) model applied to delivery logistics based on existing theories. The analysis was done through the technique of content analysis and also the results obtained from the application of the TCO model elaborated in comparative tables. With the application of the TCO, the results obtained gave a broader and more prominent view of the costs involved in the process of the company studied to hire a carrier, stressing in the results that the amount paid freight in many cases is not a decisive factor. Therefore, it is concluded that there is a need to observe the processes present during the contracting of services and the use of a tool that helps in this process, this study was able to reach the objective of validating and proposing a TCO model applied to delivery logistics.