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Abstract(s)
A empresa Fonte Negócios Online desenvolveu uma plataforma logística de e-commerce denominada Mercadão. O Mercadão oferece um serviço de entrega rápida, com um lead time mínimo de 2 horas e uma janela de tempo de entrega de 30 minutos. Esta plataforma funciona como um e-marketplace, onde os clientes podem comprar simultaneamente produtos de diferentes lojas, sendo o Pingo Doce a marca âncora do Mercadão.
Os principais objetivos desde trabalho foram identificar os desafios da last mile do e-fulfilment do Mercadão, desenhar e desenvolver procedimentos de suporte para o e-fulfilment, analisar e implementar estratégias para a gestão da capacidade e identificar estratégias que permitam a escalabilidade do serviço no futuro. Todos os objetivos foram respondidos inicialmente através da observação direta, numa primeira fase do estágio, e posteriormente da participação e acompanhamento no terreno de toda a operação do Mercadão.
Os principais desafios identificados na last mile do Mercadão estão relacionados com a satisfação do cliente e com a rapidez da entrega, sendo que ao mesmo tempo é essencial que a operação seja eficiente. Como o Mercadão é um projeto novo foi necessário desenhar procedimentos que permitam um padrão de atuação nessas situações, bem como formar e informar todos os participantes da operação para a concretização dos mesmos. As estratégias identificadas relativas ao crescimento do Mercadão estão relacionadas com o aumento da eficiência do picking e da entrega.
The company Fonte Negócios Online developed an e-commerce logistic platform designated as Mercadão. This platform offers a same-day delivery service, with a lead time of 2 hours and a delivery time window of 30 minutes. Mercadão works like an e-marketplace, where its clients can buy assorted products at the same time at different online stores. Pingo Doce, a grocery retailer, is the main brand of Mercadão. The main purpose of this work was to: identify the last mile challenges of Mercadão, to design and develop procedures that support e-fulfilment, to analyze and implement capacity management strategies and to identify actions which provide support to service improvement. The methodology applied to accomplish these objectives was direct observation in the first stage, followed by participation in Mercadão operation. The main challenges of the Mercadão last mile are related to the clients’ satisfaction and the delivery speed, while at the same time last mile need to be efficient. As Mercadão is a new project, it was also necessary to design procedures that enable a compartmental pattern in situations that were predicted and designed, as well as to inform and develop all the involved people in e-fulfilment. All the identified growing strategies of Mercadão are related to the improvement of picking and delivery efficiency.
The company Fonte Negócios Online developed an e-commerce logistic platform designated as Mercadão. This platform offers a same-day delivery service, with a lead time of 2 hours and a delivery time window of 30 minutes. Mercadão works like an e-marketplace, where its clients can buy assorted products at the same time at different online stores. Pingo Doce, a grocery retailer, is the main brand of Mercadão. The main purpose of this work was to: identify the last mile challenges of Mercadão, to design and develop procedures that support e-fulfilment, to analyze and implement capacity management strategies and to identify actions which provide support to service improvement. The methodology applied to accomplish these objectives was direct observation in the first stage, followed by participation in Mercadão operation. The main challenges of the Mercadão last mile are related to the clients’ satisfaction and the delivery speed, while at the same time last mile need to be efficient. As Mercadão is a new project, it was also necessary to design procedures that enable a compartmental pattern in situations that were predicted and designed, as well as to inform and develop all the involved people in e-fulfilment. All the identified growing strategies of Mercadão are related to the improvement of picking and delivery efficiency.
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Keywords
e-commerce e-grocery e-fulfilment Last mile