A confiança como fator integrador na cadeia de Suprimentos: um estudo de caso no setor de serviços

• Ano de defesa: 2016
• Autor(a) principal: Celani, Carolina Kelly Pinto Barbosa
• Tipo de documento: Dissertação
• Tipo de acesso: Acesso aberto
• Idioma: por
• Instituição de defesa: Universidade Federal da Paraíba; Brasil; Engenharia de Produção; Programa de Pós-Graduação em Engenharia de Produção; UFPB
• Palavras-chave em Português: Cadeia de suprimentos; Confiança; Integração; AHP; GSCF; Supply chain; Trust; Integration; ENGENHARIAS::ENGENHARIA DE PRODUCAO
• Link de acesso: https://repositorio.ufpb.br/jspui/handle/tede/9934

The integration of a supply chain is considered by its members as the main objective. It's common knowledge that a tighter integration results in a better performance of the chains. This understanding has led companies to seek ways to establish relationships based on processes and principles that favour this integration. The change of the traditional paradigm of competition, back now for a collaborative vision, led the relational development focus, based on qualitative variables. The trust is considered the most important relational variable to a chain that aims to integrate. It is constructed from several factors that develop between companies and customers. However, the degree of importance of these factors is not known and, therefore, it is not possible to determine the priority factors on integrated chains. Thus, the objective of this work is to determine the confidence factors most relevant to the integration of a supply chain. The study was carried out in the service sector, considering the link supplier-client. Have been raised in the literature, the types of trust and factors responsible for its formation, resulting in the theoretical basis for the removal of elements of the instruments (questionnaire). For definition of link supplier-client and key business process was conducted an immediate supply chain mapping. To measure the degree of importance of types and factors of confidence raised was used a multi-criteria decision support tool, the AHP. The model of supply chain management GSCF was used for the immediate chain mapping and for the choice of clients and cases investigated in the case study. The most important trust types in descending order were: Competence, collaboration, Contract, Relationship, information and computation. The factors considered most important in descending order were: Standardization, Reputation, capacity, ethical behavior, intense Business Relationship, joint decision making, problem solving, cooperative Behavior, specific investment in the relationship and quality of the information. These are the 10 factors considered most relevant to the relationship of confidence is maintained in a supply chain, and from this relationship, high integration of its members and achieve a real performance.