Tese de Mestrado

Análise de Processos e Produtividade das Operações
Aplicação a um caso de estudo real

CARLA CRISTINA DE JESUS MARQUÊS

Dissertação para obtenção do Grau de Mestre em

ENGENHARIA E GESTÃO INDUSTRIAL

Júri
Presidente: Acácio Manuel de Oliveira Porta Nova
Orientadora: Ana Paula Ferreira Dias Barbosa Povoa
Vogais:

José Aníbal da Silva Ferreira
Fernando Henrique de Carvalho Cruz

Dezembro 2007

Abstract
The increasing competitiveness and globalization of supply market addresses the quality and price of products as their major differentiator factors in the logistic chain of a retail distribution company. The way of maintain the profit will be improving the efficiency and productivity of all the logistic chain.
This thesis is a study in the field of productivity and performance of an operational company. It starts with an overview of the company and its singularities, to focus on the warehouse operations and in its optimization level. This work can follow a reformulation in the company logistics strategy and develop possibilities to improve quality and performance in a retail distribution center making use of tools as quality management, layout planning or statistics. After follow the logic of giving conditions to a better work in the warehouse, it finally addresses the productivity of its employees, and if it is difficult to improve what we can’t properly measure, this work intends to show new ways to explore and measure warehouse operators work, to develop more fair and accurate methods of motivation and compensation.
Key words: SCOR Method, Layout Planning, Quality, Productivity, Performance
Metrics.

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Resumo
O aumento da concorrência e a globalização da oferta tornam a qualidade e o preço os factores diferenciadores de maior importância na cadeia logística de uma empresa de distribuição alimentar. A forma de manter as margens praticadas é apostar numa maior eficiência de toda a cadeia logística.
Esta dissertação