Logística reversa: o caso de pós venda de uma distribuidora de iogurtes em João Pessoa/PB

Abstract

Business logistics is increasingly evolved and developed when it comes to Information Technology. For this, integrated management systems are used, designed to integrate, control and manage the supply chain with the ultimate goal of better serving the customer. Therefore, the central objective was to define and show the reasons and barriers to reverse logistics in a post-sale case of a yogurt distributor in João Pessoa / PB, as well as the general description of this system. To do so, it was used as a methodology to reach the research proposal of the analysis through a case study, based on the founding of research, articles found in books and in the platforms Scielo and Google Scholar. Therefore, after the collection and tabulation of the data, it was concluded that, by ratifying the available literature, reverse logistics can be separated into two types of products (post-consumption and post-sale) to Flow that will be done. This system proved to be necessary for the environment in the economic and strategic spheres. According to the questionnaire applied to the employees of the logistics sector of the yogurt distributor, it was verified the need to use reverse logistics as a tool to minimize returns, breakdowns and returns at the Yogurt Distributor, as it directly influences their efficiency, thus ensuring Satisfaction among customers, companies and suppliers. Among the main reasons for the returns are: drivers can not pass the time, problems in the vehicle, the customer was out of money to pay and the customer scheduled delivery to another day. Having as main reasons for returns: Customer did not request the merchandise, divergence in the request of the customer, the customer was not able to make the payment and delay in the delivery of the goods.