Análise dos fatores-chave de sucesso para a mitigação de riscos operacionais em cadeia de suprimentos no contexto omnichannel

Abstract

Supply chains face several challenges, such as the complexity of managing suppliers, the uncertainty of demand, and operational risks, which can affect their efficiency and effectiveness. In this context, the omnichannel strategy emerges as a way to integrate sales and communication channels to provide an efficient interaction experience to the customer. This strategy requires strategic decisions in key areas such as marketing, logistics, operations, and supply chain. The academic literature still lacks studies on risk mitigation in supply chains in the context of omnichannel . Therefore, this paper aims to contribute to this research gap through a systematic literature review, identifying key risk factors and mitigation strategies for them. Experts were consulted to prioritize the mitigation factors, using the Analytic Hierarchical Process (AHP) method, the factors were identified in the systematic literature review, considering their relevance and impact on supply chain management in the omnichannel environment. In addition, two comparisons were conducted to discuss the peculiarities of risk management in traditional supply chains and in the omnichannel context. The results obtained highlighted the importance of technology, information systems integration, inventory and customer insight as key success factors in mitigating operational risks. This study can contribute in assisting professionals who work in chain management, in making decisions about risks and for the advancement of research in this area, providing insights into risk management in supply chains in the context of omnichannel.