Proposta de melhoria da logística através do uso de ferramentas da qualidade no centro de distribuição de Chapecó da Empresa Ex.

Abstract

The search for process improvements and quality upgrade are objectives in any sector, and in the logistics sector it is also a constant search. The present study sought the application of quality tools in a distribution center, specifically in the company EX in the city of Chapecó/SC in order to improve internal processes and increase the quality of the services provided. Quality tools were applied in the problem diagnosis part and, finally, brainstorming was used to propose improvements and 5W2H matrix to build the action plan for the implementation of improvements and, consequently, correction of the main quality problems. Regarding the methodology, this study can be classified as a descriptive research, with a qualitative and quantitative approach, using a case study research method of an applied nature. Problems such as missed deadlines, high absenteeism rate, problems in the organization of city addresses and also the need to adapt the layout were identified. Regarding the propositions, an action plan was created for each identified situation to mitigate or resolve the impacts of these problems.