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Esta dissertação teve como objetivo apresentar a realidade de um hipermercado português, com intuito de servir como base a outros hipermercados, no que concerne áreas de melhoria dos processos de suporte à venda online, mais precisamente no processo de picking. Como tal, pretendeu-se analisar e desenvolver estratégias destinadas a aperfeiçoar a eficiência do processo de picking e o aumento de produtividade dos trabalhadores envolvidos. A melhoria do desempenho no setor da distribuição constitui um suporte à implementação estratégica neste setor, na medida que contribui para um impacto positivo no quotidiano dos trabalhadores bem como na experiência dos clientes, promovendo o bom funcionamento dos hipermercados. Nesta dissertação foram recolhidos dados dos trabalhadores de picking e do seu dia à dia, antes e após a mudança do processo. Este procedimento consistia na reafectação de um trabalhador específico somente para a parte do embalamento, a fim de verificar se havia uma melhoria na produtividade e se a presença de chefia tinha alguma influência nos dados. Foram analisados dados estatísticos e, para além disso, foram realizados testes de hipóteses de maneira a verificar a maior veracidade dos resultados. Adicionalmente, foi conduzido uma entrevista ao chefe de mercado de forma a recolher o seu ponto de vista a cerca desta mudança e dos seus resultados. Esta análise permitiu verificar que o novo processo implementado trazia melhorias na produtividade dos pickers, o que poderá sustentar a tomada de decisão futura nesta área por outras instituições deste setor.
This dissertation aimed to present the reality of a Portuguese hypermarket, intending to serve as an example for other hypermarkets, with a particular focus on improving online sales processes, more precisely the picking process. As such, it aimed to analyze and develop strategies intended to enhance the efficiency of the picking process and increase the productivity of the involved workers. Performance improvements in the distribution sector constitutes support for strategic implementation in this sector, as it contributes to a positive impact on the daily lives of workers as well as on the customer experience, promoting the smooth operation of hypermarkets. In this dissertation, data was collected from picking workers and their day-to-day activities, both before and after the process change. This procedure involved reallocating a specific worker solely to the packing part, to check for productivity improvements and whether the presence of leadership had any influence on the data. Statistical data was analyzed, and hypothesis tests were conducted to verify the accuracy of the results. Additionally, an interview with the chief market was conducted in order to collect his point of view about this change and its outcomes. This analysis showed that the new implemented process brought improvements in the productivity of the pickers, which may support future decision-making in this area by other institutions in this sector.
This dissertation aimed to present the reality of a Portuguese hypermarket, intending to serve as an example for other hypermarkets, with a particular focus on improving online sales processes, more precisely the picking process. As such, it aimed to analyze and develop strategies intended to enhance the efficiency of the picking process and increase the productivity of the involved workers. Performance improvements in the distribution sector constitutes support for strategic implementation in this sector, as it contributes to a positive impact on the daily lives of workers as well as on the customer experience, promoting the smooth operation of hypermarkets. In this dissertation, data was collected from picking workers and their day-to-day activities, both before and after the process change. This procedure involved reallocating a specific worker solely to the packing part, to check for productivity improvements and whether the presence of leadership had any influence on the data. Statistical data was analyzed, and hypothesis tests were conducted to verify the accuracy of the results. Additionally, an interview with the chief market was conducted in order to collect his point of view about this change and its outcomes. This analysis showed that the new implemented process brought improvements in the productivity of the pickers, which may support future decision-making in this area by other institutions in this sector.
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Distribuição Pickers Produtividade Chefia Hipermercado Distribution Productivity Leadership Hypermarket