INTEGRATING LOGISTICS PROCESSES INTO THE SERVICE OPERATIONS OF A HOME LAUNDRY IN THE CITY OF MANAUS, BRAZIL
DOI:
https://doi.org/10.61164/rmnm.v12i1.4228Palavras-chave:
Logística de serviços, Lavanderia doméstica, Processos operativos, Sistema de operações, Sistema logísticoResumo
A presente pesquisa teve como objetivo descrever a integração dos processos logísticos com as operações de serviços de uma lavanderia doméstica que atua na cidade de Manaus. A metodologia foi o estudo de caso, cujos dados foram coletados através de três fontes de evidência (entrevista, observação e survey), para que se pudesse compreender o modelo de negócios implementado, as etapas do processo de operações utilizado, os procedimentos logísticos executados e o nível de satisfação de seus clientes, com os resultados gerados a partir da análise de conteúdo (entrevista e observação) e estatística descritiva (survey). Os resultados mostraram que a) o modelo de negócio de pequeno porte, focado em pessoas físicas, custo operacional e capital inicial baixos, b) o processo de operações é feito em sete etapas (coleta, transferência, lavagem, secagem, passagem, embalagem e entrega), com alguns gargalos passíveis de serem sanados com a aquisição de uma máquina especializada, c) a logítica de serviços apresenta desafios de roteamento, programação e elevação da satisfação dos clientes e d) a satisfação dos clientes pode ser considerada elevada, mas passível de ser melhorada. A conclusão mostra que os processos logísticos da organização estão integrados às suas operações de serviços, mas é possível que essa integração se eleve ainda mais através da solução dos gargalos operativos e logísticos encontrados.
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