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Master's Dissertation
DOI
https://doi.org/10.11606/D.12.2005.tde-05102022-142810
Document
Author
Full name
Fernando Scandiuzzi
E-mail
Institute/School/College
Knowledge Area
Date of Defense
Published
São Paulo, 2005
Supervisor
Committee
Oliveira, Marcio Mattos Borges de (President)
Neves, Marcos Fava
Salgado Junior, Alexandre Pereira
 
Title in Portuguese
Negócio eletrônico: a logística no comércio eletrônico business to consumer (B2C) em empresas nacionais
Keywords in Portuguese
Comércio eletrônico
Internet
Logística
Abstract in Portuguese
Com a globalização da economia e o desenvolvimento da Internet e do comércio eletrônico, o ambiente empresarial está passando por grandes mudanças. Assim, as empresas participantes passaram a ter de realizar vários processos de forma totalmente nova e, entre eles, a logística empresarial também está adequando-se a essas mudanças. Neste contexto, esta presente pesquisa buscou estudar como as empresas do setor varejista, que utilizam o comércio eletrônico Business to Consumer (B2C), realizam suas atividades de logística. Foram realizados estudos de casos em oito empresas nacionais de comércio eletrônico B2C, buscando verificar como as mesmas realizam as atividades de: processamento de pedidos, controle de estoques, localização de depósitos, embalagens, transporte, previsão da demanda, terceirização da logística e logística reversa. Os resultados obtidos mostram que, apesar das empresas de pequeno porte encontrarem dificuldades com as atividades logísticas, obtiveram desempenhos razoáveis quando comparadas com empresas maiores, sendo a Internet uma grande oportunidade a ser explorada. Além disso, todas as empresas estudadas percebem a logística como elemento essencial para o sucesso no varejo virtual. Apesar de ter constatado que boa parte dos clientes virtuais necessita de entregas mais rápidas, foram detectados problemas que causam impacto direto no aumento do tempo de ciclo dos pedidos, como: pedidos parados até a concretização do pagamento, pedidos parados por falta de produtos, dificuldade de trânsito nos CDs e duplicidade de trabalho de carga e descarga. Também não foi detectado o uso de ferramentas e conceitos gerenciais que poderiam trazer benefícios às operações, como ECR ou SCM. Todas as empresas estudadas terceirizam suas atividades de transporte, tanto para a entrega dos pedidos, quanto para a logística reversa e para a escolha dos operadores logísticos o motivo predominante foi o preço cobrado, seguido da qualidade dos serviços e da cobertura geográfica atendida. Por outro lado, os resultados indicam que a maior parte dos Operadores Logísticos ainda não se adequaram às necessidades do comércio eletrônico. Assim, apesar dos resultados apresentados indicarem a existência de problemas com relação às atividades logísticas no comércio eletrônico, as empresas pesquisadas procuram resolver tais problemas, buscando cada qual soluções adequadas às novas necessidades. Neste contexto, o sucesso das empresas no varejo virtual, ainda em fase de crescimento, dependerá de suas habilidades em reconhecerem os problemas e saberem solucioná-los, por meio do aperfeiçoamento e adequação de suas operações.
 
Title in English
E-business: logistics in business-to-consumer (B2C) e-commerce in national companies
Keywords in English
E-commerce
Internet
Logistics
Abstract in English
The companys environment has been going through several changes due to the economys globalization, the Internet development and due to the Electronic Commerce. This way, the companies will have to use new ways to make processes, and among these processes, the companys logistic is also adapting to these changes. With this context, this research studied how the companies in the retail sector that use the economic trade Business to Consumer (B2C) carry out their logistic activities. We have done studies of cases in eight national companies of electronic commerce B2C, trying to find out how they carry out their activities in the order procedures, stock control, deposit localization, packaging, transport, demand forecast, logistic contractors and reverse logistic. The results we got, shows that despite of the small companies find it hard to deal with logistic activities, they had a reasonable performance compared to bigger companies, using the internet to explore new opportunities. Besides, all companies that were studied consider the logistic an essential element to the success of the virtual retail. Even verifying that a big part of the virtual customers need fast delivery, some problems were detected that cause direct impact on the increase of the orders time such as: stopped orders waiting for payment, stopped orders because of the lack of products, warehouse transit difficulties and double work of load and unloading. Also, it hasnt been detected the use of tools and management concepts which could bring some kind of benefit to the operations such as ECR or SCM. All companies that were studied contract their transport activities in order to transport goods, to the reverse logistic and even to choose the logistic operators. According to the logistic operators, the use of the contractors Service is due to the low price charged, followed by the Service quality and the large geographic area they attend. On the other hand, the results show that most part of the logistic operators isnt adapted to the electronic commerce necessities. This way, the results show some problems related to the logistic activities on the electronic commerce and the companies that were studied tried to solve these problems, trying to find Solutions to adapt to these new necessities. In this context, the companies success on the virtual retail is still increasing, and will depend upon the abilities to recognize the problems and the capacity to solve them through the improvement and adaptation of their operations.
 
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Publishing Date
2022-10-05
 
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