Estudo da influência da tecnologia da informação na qualidade do serviço logístico e vantagem competitiva múltiplos casos no setor automotivo brasileiro

Abstract

In the past recent years, the economy has presented several oscillations worldwide and therefore has increased the pressure for companies to improve the results in the Supply Chain area, in order to meet customer needs. However, for customers to feel satisfied, it is also necessary to improve the service level, as well as generate competitive advantage through the effective management of resources available, by using of information technology. Thus, this study analyzed whether information technology applied to the supply chain influences the service quality and generates competitive advantage in automotive companies in Brazil. For this study, the methodology applied was a multiple case study in five companies by the use of semi-structured interviews with open and closed questions. The cases analysis were conducted using the intra-case and inter-case analysis, which allowed the examination of the propositions developed after the review of current literature. For instance: information technology applied in the supply chain, improves quality of service (P1); and information technology applied in supply chain generates competitive advantage (P2). The results indicated an improvement on service quality and generated competitive advantage through the appropriate management of resources, after implementation of CAD, CAE, CAM, BARCODE, CRM, CRP, RPR, DASHBOARD, DATAMING, DRP technology, EDI, E-procurement, e-communication, e-purchasing, Internet, ERP, MES, MPS, MRP, MRPII, WHO, RFID, S & OP, SCM, SRM, TMS, GIS, GPS and WMS in the supply chain, according to the perception of the managers responsible for the organizations A, B, C, D and E.