Avaliação do modelo de distribuição de bebidas no hipercentro de Belo Horizonte: um estudo de caso

Abstract

This study aimed to develop a case study on a beverage company, with emphasis on better service delivery to customers in the downtown area of Belo Horizonte, involving a comparative analysis of self-delivery and outsourced delivery. Supporting this work, beyond the theoretical framework involving the logistics, we have analyzed the strategies of self-delivery and outsourced delivery, and compared the cost, efficiency of service and customer satisfaction for each case. Despite the dead heat in terms of direct costs, we came to the conclusion that the self-delivery would be the best option due to the reduction of rework, reducing the loss of goods in shipping and handling, and especially by improving the level of satisfaction customers. The self-delivery decision shows that it is possible to achieve significant and immediate results, to ensure the delivery of products within the needs and expectations of customers and therefore customers loyalty, making the business become more competitive.