IMPLEMENTAÇÃO DA METODOLOGIA BPM PARA CONTROLE DE DEVOLUÇÕES EM UM CENTRO DE DISTRIBUIÇÃO

Abstract

The growing search of companies in optimizing their processes is related to the motivation to reduce their waste to achieve better financial results, the distribution centers are responsible for storing the products ensuring the deliveries to the points of sale. In this context, the problem to be addressed in this research refers to the high volume of returns in a Distribution Center located in João Pessoa - PB, corresponding to almost 4500 invoices in the year 2020. Such problem is due to managerial issues. This is because the company is notified of returns after the goods have been shipped during the end of the delivery, when the customer reports some inconformity in the order. Thus, the Business Process Management methodology was applied in the organization for the improvement of the processes associated with this cause aiming at a better quality in the level of its customer service. The organization's participants responsible for the product return process were contacted through interviews to understand their particularities and to map them. Thus, a department (SEE – Serviço de Excelência na Entrega) was structured through the delimitation of new processes aiming to reverse and monitor product returns flagged by customers. Actions were developed, whose activities focused on analyzing the main reasons that lead to returns in the company, delimiting procedures to enable the monitoring and reversal of returns during their signaling and, finally, identifying and controlling the indicators related to the volume of product returns from causes related to the commercial sector. Since the creation of the department in August 2021, about 2700 calls have been made, of which 42.04% were reverted, avoiding the return of the commercial invoices of these notifications to the

company. In the last month of this research's follow-up, April 2022, it was initiated the follow- up of the value of each notified invoice, thus obtaining an economy of approximately R$

130,343.13 of value of products returned to the organization.