Estratégia de produção no setor de serviços: um estudo de caso na Empresa Brasileira de Correios e Telégrafos
Abstract
The service industry is continuously growing, reaching positions of higher
prominence in the world and Brazilian economies. Its position is relevant in the
composition of worldwide GDP. Over the last few years, the contribution of the service
sector in the Brazilian Gross Domestic Product has been holding around 60%.
The case study on Empresa Brasileira de Correios e Telégrafos (ECT) was
addressed to examine the impact of automation of parcels processing on the competitive
objectives in a regional business unit and, thus, observe how automation contributed to
improve achievement of the whole entity competitive objectives.
The technological modernization and the introduction of mechanization in the
operational processes provided relevant impacts on different areas to maintain
competitiveness. The combination of technological modernization with mechanization of
operational process required investments of significant value, however, with fundamental
importance in accelerate parcels processing, rationalization of distribution logistics and the
final delivery of parcels.
Considering such implications, it is plausible to say that strong impact occurred on
various decision areas, structural and infra-structural, involving decisions on capacity,
facilities and technology which brought relevant changes in the planning and control and
human resources systems.
The evaluation of visits, interviews, operational performance indicators and
costumer requirement/organization performance profiles, determined by the application of
the Platts-Gregory methodology for strategy formulation, allowed to verify that the parcel
processing automation in business units strategically located in regions of high volume of
parcels showed improvement on operational area and provided viability to maintain and, in
some costumer segments, to achieve higher market competitiveness.