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Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
Gestão Comercial - Módulo 3 -
Aüiudb 9 Pbduag ; • Aãtbibs g Yãlfclks Yãlfclks Dbhástclks • \uprcagftb g Krakzgf Kr akzgfkagf kagftb tb • Icstrc Icstrc eucèìb g Yrkfspbrtg
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Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
Gestão Comercial - Módulo 3 -
GDKEBUKÈÌB B trkekdob `bc igsgfvbdvcib pgdk gqucpg iciëtclb-pgikhühclk ib Cfstctutb Wfcvgrskd Erkscdgcrb, gspglckdczkik ga gdkebrkèìb ig aktgrckd pkrk Giulkèìb ig Nbvgfs g Kiudtbs k icståflck.
KIACFC\YUKÈÌ B>
GICYKIB GICY KIB ZBU>
Ducz @grfkfib Icfcz Fksb Nbsã Lkrdbs Icfcz Fksb Chfîs Icfcz Fksb
Cfstctutb Wfcvgrskd Erkscdgcrb Giulkèìb ig Nbvgfs g Kiudtbs Dtik. Kv.. \ìb Nbìb, f¾ 57< - Lgftrb “ \Z Kv
@CLOK YÃLFCLK Xkdibacrb Ug Uglloc lloc Lbbrigfkibr
Abigstb Zkftkdãk Hgrgftg Hgrkd
Lkrdbs Giukrib Z. Fksb Icrgèìb ig Krtg
Uk`kgdk Fksb
• Lursb lbapdgtb \gfkl - Zrb`csscbfkdczkftg> Zrbhrkak ig Igsgfvbdvcagftb ig Giulkibrgs. • Zrb`gssbrk ig lursbs dcvrgs fb \gfkl> Ugikèìb Gaprgskrckd prgs krckd g Hrka Hrkaëtcl ëtclk k fk Dáfh Dáfhuk uk Zbrtu Zbrtuhugsk hugsk,, Ktgficagftb kb ldcgftg, Lbaufclkèìb kpdclkik kb Lbaãrlcb, Uglgp Ug lgpèìb èìb g Ygdg gdg`bf `bfcs cstk, tk, \g \glrg lrgtër tërck ck lba lbab b hgr hgrgft gftg, g, Dái Dáigr gr g Dcigrkfèk, Gtcqugtk g Akrmgtcfh Zgssbkd. • Zrb`gssbrk ig lursbs tãlfclbs ig Ugikèìb Gaprgskrckd g Hrkaët Hrkaëtclk, clk, fks ërgks ig Kiacf Kiacfcstrkè cstrkèìb, ìb, \glrgtkrckib, Yurcsab g Yrkfskè÷gs Cabecdcërcks.
Ksscstgftg Gictbrckd
Nbìb ig Igus Icks Fgtb Ldkuick ig K. Akrkfoìb Zrgslbtt Fk Fksb sb Ubsgdc Kfkstëlcb \cdvk Akrlck Ak rlck Abrgcrk ig Lkrvkdob Ugvcsìb
Akrlbs Ak rlbs Zrkib ig Lkrvkdob Zrbiuèìb
Kd gxkf ir g Abrs Kdgxkf Ab rs cdcddk dk Akrckfk Pgllo Pgllocc Sksacf Lk Lkrbdcf rbdcf k Lkvkddcfc Cakhgfs
Ubegrtb Lkrdbs Kdvgs @btbs
Crgfg Ubirchugs ig Bdcvgcrk Ygcxgcrk Ygcxgcrk Ucegcrb
• Agstrkib ga Lcîflcks ik Lbaufclkèìb - GLK-W\Z, Züs-hrkiukib ga Zrbpkhkfik pgdk G\ZA, Kiacfcstrkibr ig Gaprgsks. • Zrb`gssbr ufcvgrsctërcb iks icslcpdcfks ig Zgsqucsk ig Akrmgtcfh, Abigdbs ig Hgstìb g Akrmgtcfh Dbhástclb fbs lursbs ig Akrmgtcfh ig Pkrgnb g Dbhástclk iks @kludikigs Kflocgtk - \. E. ib Lkapb - \Z. • Ibl Iblgft gftg g ig Ga Gaprgg prggfibr fibrcsa csab, b, Hgs Hgstìb tìb ik Yr Yrkfs kfs`bra `brakèì kèìb b Brhkfczklcbfkd, Hgstìb ig Zrbiutbs g Agrlkibs g Hgstìb ik [ukdcikig [ukdcikig Ybtkd ib Lursb ig Kiacfc Kiacfcstrkèìb strkèìb ik @kludikig ludiki g Bltühbfb - Hrupb Zgftëhbfb Zgftëhbfb - \tb. Kfirã -\Z. -\Z. • Zrb`gssbr ig Kiacfcstrkèìb g Glbfback \GFKL. • Gx-lbbrigfkibr Zgikhühclb Lbdãhcb Erksádck - \.E. Lkapb. •Lbfsudtbr •L bfsudtbr ig Gaprgsks g gdkebrkib gdkebrkibrr ig aktgrck aktgrckdd pgikhühclb pkrk lursbs ig Kiacfcstrkèìb g Yrgcfkagftb.
Icrgtbrk Hgrkd
Xkdicr Pkslufokfk Kutbrgs>
\bfck Lrcstcfk Hucakrìgs @bfsglk • Hrkiukik ga Dgtrks - Okecdctkèìb> Eklokrgd ga Yrkiu-
• Kivbhk Kivbhkib ib - @kludi @kludikig kig ig Icrgctb ig Hukrudobs, ;33: • Lbrrgtbr ig Caüvgcs pgdb \cficlktb ig Lbrrgtbrgs ig Caüvgcs ib Ucb ig Nkfgcrb, ;33<. • Yãlfclb ig Lbrrgtbr ig \ghurbs - @WFGF\GH, 5::;.
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Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
Gestão Comercial - Módulo 3 -
Áficlg AÃYBIB\ AÃY BIB\ G YÃLFC YÃLFCLK\ LK\ DBHÁ\YCLK\
Kudk Ku dk ; - Db Dbhás hástctc lk Cft Cftghr ghrkik> kik> @grr @grrkagf kagftk tk Gst Gstrr ktãh ktãhcl clk k . Kaecgftkèìb> Gaprgsk Dbhástclk g Gaprghkecdcikig ................... ............................ ............................. .................... 7 ................. ................ ................ ................ ................. ................. ................ ................ ............... ....................... ................ 0 . Lbflgctb ig Dbhástclk ......... ............................... ................ ................ .................. ............................... ....................... ;: . Lbflgctb ig Dbhástclk Cftghrkik ....................... . Cf`duîflcks ik Cf`braëtclk fbs fghülcbs ......... ................. ................ ................ ................. ................. ........................ ................ ;; . Hgrgflckagftb ik Lkigck ig \uprcagftbs ........ ................ ................. ................ ............... ................ ................ ............. ..... ;< . Ldkssc`clkèìb iks Ktcvcikigs Dbhástclks Dbhástclks .................... ............................ ................ ............... ............................. ........................ .. ;0 Pgnk sg Kprgfig Kprgfigu u .................... ............................................ ................................................ ............................................. ............................. ................ .......... 5:
Ku d k 5 - Hgs Hgstì tìb b D bh ást ástcc l k ga Gap r gsks Lb Lbagr agr lc kc kcss . Cftghrkèìb ibs Aglkfcsabs ig Cftghrkèìb ga Dbhástclk .................... ............................ ................ ............. ..... 5; . Dbhástclk Cftghrkik fks Gaprgsks Erkscdgcrks ........ ................. ................. ................ ................ ................ ................ .......... 5< . Dbhástclk Cftghrkik fks Gaprgsks Lbagrlckcs ........ ................. ................. ................ ........................... ....................... .... 50 . Dbhástclk Cftghrkik ga Zrgstkibrks ig sgrvcèbs ........ ................ ................ ................ ................ ................ .............. ...... 5? .............................. ................. ................. ................ ................ ..................... ............. <: . Dbhástclk Cftghrkik fks Cfiþstrcks ...................... ................. ................. ................ ................ ................. ................. ................ ..................... ................................. ........................... ....... <5 Pgnk sg Kpr Kprgfigu gfigu ........
Kudk Ku dk < - Ygfi gfiîfl îflcks cks ga Db Dbhás hástctclk lk . Lkigcks dbhástclks ..................................................................................................... << . Zrcflcpkcs Gdbs ik Lkigck Dbhástclk ........ ................ ................ ................. ................. ................ ................. ................ ............... .......... << . Igrcvkè÷gs ig Dbhástclk ............................................................................................ <9 . Dbhástclk Obng g fb @uturb ........ ................. ................. ................ ................ ................ ................ ................. ................. ............... .............. ....... . Ygfiîflcks fbs Zrblgssbs ga Dbhástclk .................................................... ........................... ....................................... .............. 9: . Hdbssërcb Lbapdgagftkr ig Dbhástclk Gaprgskrckd ........ ................. ................. ................ ................ ................ .......... 9; Pgnk sg Kprgfigu ........ ................. ................. ................ ................ ................ ................ ................ ................ ...................... ................................. ................... 99 Kprgf Kp rgfik ik @kzgfi @kzgfib b ......................... ....................................................... .......................................................... ..................................... .................. .............. ..... 97 ................ ................. ................ ................ ............................ ......................................... ........................... ...... 97 Ugspbstks Pgnk sg kprgfigu ....... Kprgf Kp rgfik ik `kzgf `kzgfib ib Ugsp Ugspbs bstks tks ........................................................................................ 9? \WZUCAGFYB G KUAK^GFKAGFYB
Kudk Ku dk ; - Ugdgv Ugdgvåfl åflcc k fk f k Lkigck Lki gck ig \up \uprc rc agf agftb tbss
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Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
Kudd k 5 - Zrbl Ku Zr blgss gssb b s Eës Eëscc lb lbss ga Kr Krakzgf akzgfkhga khga . Zrblgssb ig Uglgecagftb g Cfspgèìb .................. ........................... ................. ................ ................ ....................... .................. ... 03 . Zrblgssb ig Abvcagftkèìb ig Aktgrckd ........ ................ ................ ................. ................. ................ ............... ............... ........... ... 85 . Abigdbs ig Gqucpkagftbs ..................... ............................. ................. ................. ................ ................. ................ ........................ ................. 87 . Zrblgssb ig Gstblkhga ..................... .......................................... .............................................. ................................................ ......................... 83 . \cstgaks Cf`braktczkibs Cf`braktczkibs ig Lbftrbdg ig Krakzãfs ............... ....................... ................ ................ ................ .......... .. ?< . GUZ - Gftg Gftgrprcs rprcsg g Ugsb Ugsburlg urlg Zdkf Zdkffcfh fcfh - Zdk Zdkfg fgnka nkagft gftb b ig Ugl Uglurs ursbs bs Gap Gaprgs rgskrc krckcs kcs ........ .......... .. ?7 . Fbè÷gs ig Hgstìb ig Gstbqug ...................... .............................. ................ ................ ................ ................ ................ ................ ........... ... ?8 . \gpkrkèìb ig pgicibs - Zclmcfh ................................................................................ 35 . \caebdbhck pkrk Gaekdkhga g Gtcqugtkhga .............. ...................... ................. ................ ............................ ..................... 30 . Aktgrckcs Wtcdczkibs ga Gaekdkhgfs .................... ............................. ................. ................ ................ ................ ................ .......... ;:: . Zrblgssb ig Gxpgicèìb ........ ................ ................ ................ ................. ................. ................ ................ .................... ......................... ............. ;:0 Pgnk sg kprgfigu kpr gfigu ........ ................ ................ ................ ................ ................ ................. .......................... ...................................... .............................. ......... ;:3 Kprr gfi Kp gfik k @kzgfib @kzgfi b ..................... ........................................... ............................................. ........................................... ............................. ................. .......... ;;: ;;: Ugspbstks Pgnk sg kprgfigu ...................... ............................................ ........................................... ............................. ................. ............. .... ;;; ;;; Kprr gfi Kp gfik k @kzgfib @kzgf ib - Ugspb Ugs pbst stks ks .................... .......................................... ............................................... ......................................... ................ ;;< IC\YUCEWCÈÌB IC\YU CEWCÈÌB G YUKF\ZBU YUKF\ZBUYG YG
Kudd k ; - Icst Ku Ic strc rc eu eucè cèìb ìb @ásc @ásclk lk . @duxb ig `kturkagftb iks Gaprgsks ........................ ................................ ............... ................ ................. ................ .............. ...... ;;8 . Icstrceucèìb @ásclk> Abikdcikigs ig Yrkfspbrtg ..................... ............................. ................. ................ ............... ........ ;;? . Abikd Ubibvcër Ubibvcërcb cb .................... .......................................... ............................................ ............................................ .................................... .............. ;5: . Abikd @grrbvc @grrbvcërcb ërcb ..................... ............................................ ............................................. ............................................... .................................. ......... ;59 . Abikd Kãrgb ........ ................ ................ ................ ................ ................. ................. ............... ................ ................. ................ ................ ................ ........... ... ;57 . Abikd Kqukvcërcb ........ ................. ................. ................ ................ ................ ................ ................ ................ ................ ................ ................ ........... ... ;58 . Abikd Iutbvcër Iutbvcërcb cb ...................... .............................................. .............................................. .............................................. ................................. ......... ;<; Pgnk sg Kpr Kprgfigu gfigu ......................................................................................................... ;<9
Kudd k 5 - \cst Ku \c stgaks gaks ig Ics Icstr trce ceuc uc èìb . \cstgaks ig Icstrceucèìb> Lustbs, @rbtks g Ubtgcrczkèìb ....................... .............................. ............... .......... .. ;<7 . Gdgagftbs ig Icstrceucèìb ......... ................. ................ ................ ................ ................. ................. ................ ............... ............... ............. ..... ;<7 . Fbè÷gs ig Lustbs Dbhástclbs ................... ........................... ................. ................. ................ ................. ............................. .................... ;<3 ........................ ................ ................ ......... ;97 . \caudkèìb ig Bpgrkèìb fk Icstrceucèìb Lbapkrtcdokik ............... Iglcs÷gs sberg @rbtk ;90
Gestão Comercial - Módulo 3 -
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Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
Gestão Comercial - Módulo 3 -
AÃYBIB\ G YÃLFCLK\ DBHÁ\YCLK\
B Bengtcv Bengtcv b igstg gstuib ã lkpklctkr b kduf b pkrk rglbfoglgr ks tgfiîflcks ik dbhástclk c ftghrkik ftghrkik,, rgkdczk rgkdczkrr ickhfüstclb ik lkigck lkigck dbh ástclk ik gaprgsk lbagrlckdd g kpdclkr agrlck kpdclkr bs prcflcpkcs lbflgctbs rgdklcbfkibs rgdklcbfkibs lba ks `ufè÷gs ig suprcagftbs, icstrceucèìb, krakzgfkhga g trkfspbrtg fks ktcvcikigs rgdklcbfkiks kb lbaãrlcb. K Ku K u dk ; abs a bstr trk k k Dbh D bhást ástcc lk Cft Cftghr ghr kik lb lbab ab ua uak k @grrka @gr rkagft gftk k Gstr Gs tr ktãh ktãhcl clk k fk fk euslk pgdk p gdk qukdcikig, qukdcikig, ktrkvãs ktrkvãs ik ab fctbrkèìb ig tbibs khg khgftgs ftgs fk brhkfczk brhkfczkèìb èìb lbagrlckd. K Kud K udk k 5 keb ri rik k k cf tgr tgrigp igpgfi gfiîfl îflcc k gxc gxcst stgft gftg g gft gftrg rg bs gd gdbs bs ik lki lkigck gck ig su su-prcagftbs, k pkrlgrck gftrg `brfglgibrgs g prbiutbrgs, g butrbs `ktbrgs cf`dugftgs fk Hgstìb Dbhástclk ig Gaprgsks Lbagrlckcs. Zkrk cdustrkr k capbrtåflck igstg gstuib, gstk kudk abstrk lbab hrkfigs gaprgsks gstìb trkekdokfib fgstk ërgk lbab k> Lbapkfock Lbapkfoc k Pkdg Pkdg ib Ucb Iblg, Hbd, Hbd, Fgstdã gtl. Fk Kudk < b kdufb lbfoglg lbfoglgrë rë kdhuaks Ygfiî Ygfiîflcks flcks ga Dbhástclk aufic kd g
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Gestão Comercial - Módulo 4 -
Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
Lkebtkhga> Fkvghkèìb lbstgcrk. Lkacfoìb-tblb> Lkacfoìb, lba lkrrbèkrck agfbr, lkrrghk agfbs pgsb fglgssctkfib kpgfks ig ua gcxb. Në b lkacfoìb trulkib tga lkrrbèkrck akcbr g prglcsk ig akcs ua gcxb (lkrrghk akcs pgsb). Fk vgrsìb —tblb‑, ua ibs gcxbs gstë kekcxb ik lkecfg g fb trulkib fìb - gstë fk agtkig trksgcrk. Lkrrblgrck scigr> Wtcdczkik pkrk trkfspbrtg ig lkrhks. Loglm-cf> Zkdkvrk cfhdgsk pkrk prblgicagftb ig loglkhga ig ekhkhga, pksskhga g ibluagftbs, kftgs ib gaekrqug. Lustbaczkr> Cficvciukdczkr, `kzgr gspglckdagftg pkrk/pbr ua cficváiub. @duxb ig Lkcxk> Lkcxk> Zrgvcsìb ig gftrkiks g skáiks ig rglursbs (icfogcrb), ga igtgracfkib pgrábib. Eksgck-sg ga prbngè÷gs glbfùaclb-`cfkflgcrks ik gaprgsk. Hkrhkdb> [ukdqugr gtkpk ig ua prblgssb, qug dcactg k lkpklcikig `cfkd gspgrkik ib prblgssb. Fb lksb ig dbhástclk, qukdqugr gtkpk, qug ktrkpkdog k bpgrkèìb, sgnk fk rglgpèìb, krakzgfkagftb bu gxpgicèìb Obdástclk> Pcsìb qug kerkfhg kb agsab tgapb b tbib g ks pkrtgs. Cfebufi> Zkdkvrk igrcvkik ib cfhdîs rg`grg-sg kb qug klbftglg igftrb iks `rbftgcrks bu ig ua duhkr. Cfsuabs> Lbfnuftb ig rglursbs eësclbs rgqugrcibs pkrk prbiuèìb ig egfs bu sgrvcèbs (aktgrckcs, gqucpkagftbs) Nust cf tca g> Gxprgssìb cfhdgsk pkrk prëtclk ig kekstglcagftb, fk qukd sg ktgfig b ldcgftg cftgrfb bu gxtgrfb fb abagftb gxktb ig suk fglgsscikig, lba ks qukftcikigs fglgssërcks pkrk k bpgrkèìb/prbiuèìb. Mfbw-obw> Gxprgssìb cfhdgsk utcdczkik pkrk b lbfoglcagftb iks fbraks, aãtbibs g prblgicagftbs ga ktcvcikigs prb`csscbfkcs, gspglckdagftg ks qug gxchga `brakèìb tãlfclk bu lcgftá`clk. Dgk Dg ki Ycag> Yga gapb pb ig rg rgss ssup uprcrcag agft ftb. b. Ã k sb sbak ak ib tg tgap apb b ig lb lbap aprk rk ak akcs cs b tg tgap apbb ig tr trkf kfsp spbr brtg tg.. Agicibr Ag icibr vbduaãtrclb> Kp Kpkr krgd gdob ob pk pkrk rk lë lëdl dlud udb b ib pg pgsb sb g vb vbdu duag ag ig pk pklb lbtg tgss k sg sgrg rga a gx gxpg pgic icib ibs. s. Abikcs> Ga dbhástclk rg`grg-sg ê abikdcikig ig trkfspbrtg> rbibvcërcb, kãrgb, akrátcab bu `grrbvcërcb. Gxpr prgs gssì sìbb cf cfhd hdgs gsk k pk pkrk rk sg rg rg`g `grcr rcr kb qu qug g kl klbf bftg tglg lg `b `brk rk ik ikss `r `rbf bftg tgcrk crkss bu ig ua duh duhkr kr.. Butebufi> Gx Zkdgtg> Gstrkib ig akigcrk, pkrk klbabikèìb g trkfspbrtg ig agrlkibrcks. Gstblk, prbtghg g `klcdctk b igsdblkagftb ig aktgrckcs. Fb Erkscd, agig ;5:: aa x ;::: aa g ã cigftc`clkib pgdk schdk ZEU C. Zgrglcecdcikig> Lkrkltgrástclk ib qug ã pgrglávgd (sungctb k pgrglgr, igtgrcbrkr-sg, gstrkhkr-sg, abrrgr). Zclmcfh-ey-vbclg> Gxprgssìb cfhdgsk pkrk k ktcvcikig ig sgpkrkèìb ig pgicibs pbr vbz, qug prbpbrlcbfk akcs lucikib fks gftrghks g b`grglg lbficè÷gs ig b bpgrkibr trkekdokr lba
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K WDK ; KWDK DBHÁ\YCLK CFYGHUKIK> @GUUKAGFYK G\YUKYÃHCLK Kae K aecgf cgftt kèìb kèìb>> Gap Gaprr gs gsk k Db Dbh h ást ástcl clk kg Gaprghkecdcikig Kaecgftkr-sg schfc`clk kikptkr-sg k ua kaecgf ec gftg tgfb fbvb vb,, k ua uakk sc sctu tukè kèìb ìb fb fbvk vk,, ic ic`g `grg rgft ftg g ik ikkf kf-tgrcbr tgr cbr.. Ks sbl sblcgi cgikig kigss abi abigrf grfks, ks, pbr gst gstkrg krga a lbfstkftgagftg ga prblgssbs ig auikfèk, rgqucsctka ibs sgus lcikiìbs k lkpklcikig ig sg kaecgftkr, g ig sg kikptkr ês fbvcikigs g/bu ês abigrf abi grfcik cikigs igslrck lrckiks iks.. Gst Gstk k abi abigrfc grfczkè zkèìb ìb capd capdclk clk ga ua lbfnuftb ig `gfùagfbs gxtrgakagftg lbapdg lba pdgxbs xbs,, quk qukfib fib gst gstuik uikibs ibs ga prb` prb`ufi uficiki cikig. g. Fb qugsctb blupkèìb ga ktcvcikigs trkekdocstks, b qug sg besgrvk ã k lbfsbdcikèìb ig prb`css÷gs dchkiks ês trkfs`brakè÷gs qug klbftglga fbs vërcbs sgtbrgs ik glbfback. Kssca, vgrc`clk-sg uak suestctucèìb lkik vgz akcs cftgfsk ig ktcvcikigs erkèkcs pbr ktcvcikigs akcs kutbaktczkiks, akcs kdclgrèkiks fb igsgfvbdvcagftb ig fbvks tglfbdbhcks g kssca pbr ickftg.
Gestão Comercial - Módulo 4 -
Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
Gestão Comercial - Módulo 3 -
qug vërcbs —ktbrgs‑ g cfstruagftbs sìb okrabfczkibs pkrk sbduè÷gs iks akcs vkrckiks.
\uestctucèìb ib trkekdob erkèkd pgdk kutb aktczkèì aktczkèìb b
Nblk fkslgu g sg lrcbu fk Hrkfig \ìb Zkudb, fb aufclápcb ig Abhc iks Lruzgs g pkssbu ebk pkrtg ig suk vcik trkekdokfib fb trkfspbrtg ig obrtc`rutchrkfngcrbs, ig suk lcikig pkrk b LGK\K ig \ìb Zkudb, Lgftrkd ig Kekstglcagftb Kekstglca gftb qug lbagrlckdczk lbagrlckdczk prbiutbs obrobrtc`rut tc` rutchr chrkfn kfngcr gcrbs. bs. Dgv Dgvkft kftkvk kvk ig aki akiruh ruhkik kik tbibs bs icks, lkrrghkvk b lkacfoìb ig suk prbprcgikig g, kftgs iks sgtg ik akfoì, në gstkvk igslkrrghkfib fk lkpctkd pkudcstk. Aks, lbab tuib ã icfåaclb, k lbbpgrktcvk khrálbdk, pkrk qukd trkekdokvk, ega lbab tbiks ks butrks lbbpgrktcvks ik rghcìb, rgsbdvgrka trkekdokr lba bpgrkibrgs dbhástclbs, icspgfskfib prktclkagftg tbibs bs kftchbs trkfspbrtkibrgs kvudsbs.
Fb cfálcb ga ;33?, qukfib b Erkscd gstkvk ga prblgssb ig gstkecdczkèìb glbfùaclk (pbcs b Zdkfb Ugkd, ib Hbvgrfb @grfkfib Ogfrcqug Lkri Lk ribs bsb, b, në lb lbap apdg dgtk tkrk rk qu qukt ktrb rb kf kfbs bs), ), ig iguu-sg sg cf cfáálcb k kdhuaks auikfèks fb sgtbr ig trkfspbrtgss g ic tg icst strc rceu eucè cèìb ìb ig ag agrl rlki kibr brck cks, s, lb lba a k utcdczkèìb ig fbvks tãlfclks g abigrfczkèìb igstk igs tk ërgk ërgk.. Auct Auctbs bs lka lkacfob cfobfgcr fgcrbs bs pgri pgrigrka grka sgu hkfo hk fok-p k-pìb ìb g kdh kdhuf ufss ig iglc lcicr icrka ka prb prblu lurkr rkr ga gaprg prghb hb igftrb iks gaprgsks qug pksskrka k prgstkr sgrvcèbs pkrk ks kftchks lbbpgrktcvks.
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Ig klbrib lba k Xclmcpãick, gaprghkecdcikig eksgck-sg fuak rglgftg fbagfldkturk ikik ê lkpklcikig ig kigqukèìb ib prb`csscbfkd ês fbvks fglgsscikigs g icfåaclk ibs fbvbs agrlkibs ig trkekdob. Lba b kivgftb iks fbvks tglfbdbhcks, k hdbekdczkèìb ik prbiuèìb, k kegrturk iks glbfbacks, k cftgrfklcbfkdczkèìb ib lkpctkd g ks lbfstkftgs auikfèks qug vîa k`gtkfib b kaecgftg iks brhkfczkè÷gs, surhga fglgsscikigs ig kikptkèìb k tkcs `ktbrgs pbr pkrtg ibs gaprgsërcbs, prb`csscbfkcs g trkekdokibrgs ga hgrkd. B tgrab gaprghkecdcikig rgagtg ê lkpklcikig ig ua prb`csscbfkd gstkr gaprghki kib, b, aks au auct ctbb ak akcs cs ib qug cs csssb, ê lkpklcikig ib prb`csscbfkd ig tgr k suk lkrrgcrk prbtghcik ibs rcslbs cfgrgftgs kb agrlkib ig trkekdob.
Bpgrkibr Bpg rkibr Db hástclb Bpgrkibr Bpgrki br dbh dbhás ástcl tclbb ã quk qukdqu dqugr gr gap gaprgg rggfic fic-agftb qug qug prgst prgstkk sgrvcèbs sgrvcèbs k butrks gaprgsks gaprgsks bu agsab pgssbks `ásclks, fks vërcks `ksgs ik lkigck lki gck ig kek kekstg stglca lcagft gftbb ig sgu sguss ldc ldcgft gftgs, gs, khrghkfib vkdbr kbs prbiutbs igstgs. Gstg prgstkibr, gaebrk tgrlgcrczkib, ktuk cfigpgfigft ig ftga gagf gftg tg ig sg sgus us ld ldcg cgft ftgs gs,, b` b`grg grglg lgfi fib b ka kapdk pdk vkrcgikig ig sgrvcèbs dbhástclbs. Bpgrkibrgs dbhástclbs lbaecfka sgrvcèbs `ásclbs (krakzgfkhga g trkfspbrtg) lba sgrvcèbs hgrgflckcs. Lba b icfkacsab, qug gxcstg fks fglgsscikigs igstgs tcpbs ig sgrvcèbs, gstgs prgstkibrgs sìb icvcicibs ga iuks gspglckdcikigs> k) Bpgrkibrgs Eksgkibs ga Ktcvbs>
Gestão Comercial - Módulo 4 -
Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
fclk bu lbfoglcagftb) ig hgrgflckagftb, eksgkfib-sg ga scstgaks ig cf`brakèìb g lkpklcikig kfkdátclk, euslkfib sbduè÷gs lustbaczkiks pkrk lkik ldcgftg, utcdczkfib ktcvbs ig tgrlgcrbs. Fgstk abikdcikig, gxcstg uak —lbfsu —lb fsudtb dtbrck rck tãl tãlfcl fclk‑, k‑, ga qug gspgl gspglckdc ckdcstk stkss kfk kfk-dcska ks rgkcs fglgsscikigs ig lkik ldcgftg g iìb brcgftkèìb g pkrglgrgs ig qukcs sgrcka ks agdobrgs sbduè÷gs k sgrga capdgagftkiks. capdgagftkiks. Zkrk qug ua prgstkibr ig sgrvcèbs sgnk lkrkltgrczkib lbab Bpgrkibr Dbhástclb, igvg, pgdb agfbs, ktukr lba b pdkfgnkagftb bu bpgrkèìb scaudtåfgk ig sgrvcèbs ig> ;. Lbftrbd Lbftrbd g ig gstbqug 5. Krakzgfkhga <. Hgstìb ig trkfspbrtgs
Gstks sìb ks ktcvcikigs eësclks iks bpgrkè÷gs dbhástclks g, pbr lbfsgquîflck, iks igakcs ktcvcikigs qug, pbrvgfturk, pbsska sgr khrghkiks kb pklbtg ig sgrvcèbs g pbigrìb, ga lbfnuftb, rgprgsgftkr bs ic`grgflckcs ib bpgrki bpg rkibr br igf igftrb trb ik lba lbapgt pgtctc ctcvci vcikig kig qug b sgtbr kprgsgftk.
Ks bp bpgr grkè÷ kè÷ gs gst ìb lki k vgz akc s gspglckdczkiks. gspglckdczk iks. Kftgs, ekstkvk tgr tgr ua lkacfoìb, icfogcrb pkrk k akfutgfèìb, lbfoglgr ks rbibvcks g ks —akfoks‑ ib tråfsctb. Khbrk, b lrgslcagftb iks gaprgsks g ik glbfback berchk ks gaprgskss k ag sk agdo dobr brk krg rga a su suk ks bp bpg grk rkè÷ è÷g gs ktrkvãs ig scstgaks akcs cftgdchgftgs pkrk rglgegr aktgrckcs, krakzgfkr prbiutbs g gslbkr ks agrlkibrcks.
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Gestão Comercial - Módulo 4 -
Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
Gestão Comercial - Módulo 3 -
<. Dbhástclk ã k nufèìb ig quktrb ktcvcik-
igs eësclks> eësclks> Kqucs Kqucscèìb, cèìb, Abvcagftkè Abvcagftkèìb, ìb, Krak Krak-zgfkhga g Gftrghk ig prbiutbs. ktcvcikigs 9. K Dbhástclk khrupk icvgrsks ktcvcikigs ik gaprgsk, rgdklcbfkiks kbs Zrblgssbs ig Zrbiuèìb g Icstrceucèìb ig Zrbiutbs kbs ldcgftgs g lbfsuacibrgs `cfkcs. 7. K Dbhástclk lbfscstg fb Krakzgfkagftb g Icstrceucèìb ig \uprcagftbs (lkrhks).
Zgrlgeg-sg qug k `ufèìb dbhástclk, fks brhkfczkè÷gs,, ã auctb kapdk. Ks prcflcpkcs ktcbrhkfczkè÷gs vcikigs ik dbhástclk sìb> • Yrkfspbrtg • Abvcagftkèìb ig aktgrckcs • Krakzgfkag Krakzgfkagftb, ftb, prblgsskag prblgsskagftb ftb ig pgicibs • Hgrgflckagftb ig cf`brakè÷gs
Fk vgrikig, auctbs pgsqucskibrgs, kutbrgs g pgssbks qug vcvga b ick-k-ick iks bpgrkè÷gs brhkfczklcbfkcs igslrgvga lbflgctbs qug, gaebrk ic`grgflckibs, lbapdgtka-sg.
@brakss ig @brak i g sg gftgfigr gftgfigr dbhástclk ;. Dbhástclk ã k pkrtg ib Hgrgflckagftb
ik Lkigck ig Kekstglcagftb qug pdkfgnk, capdgagftk g lbftrbdk b `duxb g krakzgfkagftb g`clcgftg g glbfùaclb ig aktãrcks-prcaks, aktgrckcs sgacklkekibs g prbiutbs klkekibs, ega lbab ks cf`brakè÷gs k gdgs rgdktcvks, igsig b pbftb ig brchga ktã b pbftb ig lbfsuab,, lba b prbpü suab prbpüsctb sctb ig ktgfi ktgfigr gr ês gxch gxchîfîflcks lc ks ib ibss ld ldcg cgft ftgs gs.. - Lbufl Lbuflcd cd b` Dbhc Dbhcstcls stcls Akfkhgagft. Dbhá hást stcl clk k ã k ak akfg fgcr crk, k, pg pgdk dk qu qukd kd ua uak k br br-5. Db
Lbuflc Lbuf lcdd b` Db Dbhc hcst stcl clss Ak Akfk fkhg hgag agft ft> (Lbfsgdob ig Hgstìb ig Dbhástclk), brhkfcsab sgickib ga Cddcfbcs, fbs Gstkibs Wfcibs, ib s, sg sga a `c`cfs fs du dulr lrkt ktcv cvbs bs,, `b `bra raki kibb pb pbr r cficváiubs ig tbib b aufib, qug pbssuga cftgrgssg g/bu rgspbfskecdcikigs ga dbhástclk g \uppdy Lokcf Akfkhgagft.
Zkdkvrks-lokvg Zk dkvrks-lokvg ik i k Abvcagftkèìb Abvca gftkèìb Ugkdagftg, oë auctks akfgcrks ig sg gxpdclkr Dbhástclk, prktclkagftg tbiks gxpdbrkfi gxpdbrkfibb k ki kiac acfc fcst strk rkèì èìb b ik ab abvc vcag agft ftkè kèìb ìb tk tkft ftbb ig ak ak-tgrck tg rckcs cs quk qukft ftb b ig cf` cf`bra brakè kè÷g ÷gs= s= rgl rglgeg gegrr, kra krakz kzggfkr g gxpgicr sìb ks tkrg`ks eësclks. Aks gxcstga pkdkvrks-lokvg fgstgs lbflgctbs> hgrgflckagftb ig tgapb g gspkèb. Ig akfgcrk ega scapdcstk, pbig ktã pkrglgr cfblgftg gstk kebrikhga ig kpgfks iuks pkdkvrks vr ks.. Ak Aks, s, pg pgfs fskf kfib ib ig `b `brak rak ak akcs cs ob obdádást stcl clk, k, bu sgnk sg nk,, kt ktrk rkvã vãss ig ua uakk vc vcsì sìbb ak akcs cs ka kapd pdk, k, nu nuft ftkf kfib ib tbibs bs sgtbrgs, igpkrtkagftbs g ërgks ig qukdqug quk dqugrr brhk brhkfcz fczkèì kèìb, b, pbi pbigab gabss trk trkfqu fqucdka cdkagft gftgg gftg gf tgfi figr gr qu qug g gs gspk pkèb èb g tg tgap apbb sc schf hfc`c`cl clka ka lu lust stbs bs.. K agdobr akfgcrk ig khcdczkr prblgssbs g utcdczkr gspkèbs, ga auctbs lksbs, pbig sgr b ic`grgflckd qug b gaprgsërcb prblurk, pkrk qug sgu fghülcb prbspgrg g sg igstkqug fua akr ig lbapgtcibrgs. Klrgictkabs qug, kb kfkdcskr gstks vkrcëvgcs, b cfclckftg ga Dbhástclk lbfschk pgrlgegr agdobr k capbrtåflck ig
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Dbhástclk _ Yrkfspbrtgs
Fbs agcbs acdctkrgs, Dbhástclk ã rgdklcbfkik k trkfspbrtgs sbe tbibs bs sgus kspgltbss, ks tb ksssca lba bab b tk tkae aeãa ãa k bet etg gfè fèì ìb, lbfstruèìb g bpgrkèìb iks cfstkdkè÷gs acdctkrgs, kdãa ig tbik k hkak ig `ufè÷gs rgdktcvks k aktgrckd, igsig b pdkfgnkagftb g k kqucscèìb ktã k icstrceucèìb g, `cfkdagftg, utcdczkèì dcz kèìb b g prg prgstk stkèìb èìb ig sg sgrvc rvcèb èbss (gv (gvklu klukkèìb/obspctkdczkèìb ig `grcibs gtl.).
\áftgsg \á ftgsg Ocstür Ocstürclk clk sberg sber g Dbhástclk à capbrtkftg `kdkr, tkaeãa, —sberg kdhuakss sc ak sctu tukè kè÷g ÷gss oc ocst stür ürcl clks ks k rg rgsp spgc gctb tb ig Db Dbhá hást stcl clk. k. Kdhufs ocstbrckibrgs ig`gfiga qug k pkdkvrk Dbhástclk vga ib kftchb hrghb dbhbs, qug schfc`clk —rkzìb, lëdludb, pgfskr g kfkdcskr‑.
Fk Kftchucikig, ks hugrrks grka dbfhks g hgrkdagftg icstkftgs, hgrkfib k fglgsscikig ig hrkfigs g lbfstkftgs igsdblkagftbs ig rglursbs. Yrkfspbrtk Yrkfspbrtkrr trbpks, krakagftbs krakagftbs g
Gestão Comercial - Módulo 4 -
Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
ig gqucpkagftbs g suprcagftbs, cflduscvg betgfèìb ig ëhuk pbtëvgd. Gstks pgssbks gstkvka pdkfgnkfib Dbhástclk. Fb sãl. _PCC, fb rgcfkib ig rgc Duás _CP pbr vbdtk ig ;08:, fk @rkfèk, gxcstck ua lkrhb fb gxãrlctb, igfbacfkib —akrãlokd igs dbhcs ‑, brchcfkib ib vgreb `rkflîs —dbhgr ‑, ‑, qug schfc`clk —kdbnkr‑. B b`clckd rgspbfick pgdbs sgrvcèbs kiacfcstrktcvbs pkrk akrloks, klkapkagftbs g kqukrtgdkagftbs. Akcs tkrig, lba k lbapdgxcikig ik gstruturk acdctkr, k `ufèìb kesbrvgu butrks ktcvcikigs rgdklcbfkiks rgdklcbfkiks k trkfsp trkfspbrtgs, brtgs, suprcagftbs, lbfstruè÷gs, ksscstîflck g gvklukèìb ig `grcibs g ibgftgs. Ga ;?< ;?<0, 0, Kft Kftbcf bcfg-O g-Ogfr gfrcc Nba Nbacfc cfc usb usbu, u, pgdk prcagcrk vgz, k pkdkvrk Dbhástclk, ig`cfcfib-k lbab —k kèìb qug lbfiuz ê prgpkrkèìb g sustgftkèìb iks lkapkfoks acdctkrgs‑. Ktã k C Hugrrk Aufickd, rkrkagftg kpkrglck k pkdkvrk pkdk vrk Dbhá Dbhástcl stclk, k, gaprg gaprghkfi hkfib-sg b-sg fbrak fbrakddagftg tgrabs lbab —Kiacfcstrkèìb‑, —Brhkfczkèìb‑ g —Glbfback ig Hugrrk‑. Kftbcfg-Ogfrc Nbacfc (ekrìb KftbcfgOgfrc Nbacfc), tgürclb acdctkr ik prcagcrk agtkig ib sãludb _C_. Zkrtclcpbu ig lkapkfoks fkpbdgùfclks. Kutbr ig \uaërcb ik Krtg ik Hugrrk ;?<0, icvcicu k krtg ik hugrrk ga lcflb ktcvcikigs> gstrktãhck, hrkfig tëtclk, dbhástclk, gfhgfokrck g tëtclk agfbr. Fb kf kfb b ig ;3 ;3;8 ;8,, b tg tgfg fgft ftgg-lb lbrb rbfg fgdd Hgbrhg Lyrus Yobrpg, ib Lbrpb ig @uzcdgcrbs Fkvkcs ibs Gstkibs Wfcibs ga sgu dcvrb Dbhástclk Zurk> k lcîflck ik prgpkrkèìb pkrk k hugrrk icz qug k gstrktãhck g k tëtclk pbsscecdctka k lrckèìb ib gsqugak ik lbfiuèìb iks bpgrkè÷gs acdctkrgs, gfqukftb k dbhástclk prbpbrlcbfk bs agcbs. B gfhgfogcrb `rkflîs Nudcg Iupuct, kftgs
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Iurkftg k CC Hugrrk Aufickd, bs prcflápcbs dbhástclbs utcdczkibs pgdbs acdctkrgs lbagèkr krka ka k sgr ca cappdk dkfftk tkib ibss pbr kdh dhu uak akss gaprgsks. Kpüs k hugrrk, kprbvgctkfib-sg ks cfbvkè÷gs tglfbdühclks g k fglgsscikig ig suprcr bs dblkcs igstruáibs pgdk hugrrk, k Dbhástclk pkssbu tkaeãa k sgr kibtkik pgdks brhkfc hk fczk zkè÷ è÷gs gs g ga gapr prgs gsks ks lc lcvc vcs. s. Kt Ktã ã ob obng ng,, k Dbhástclk ã vcfludkik ês prëtclks eësclks ib acdctkrgs> gstrktãhck g tëtclks. \g gstrktãhck ã k —krtg ig kpdclkr agcbs icspbf ics pbfávg ávgcs, cs, bu gxp gxpdbr dbrkr kr lbf lbficè icè÷gs ÷gs `kv `kvbrë brëvgc vgcs, s, vcskfib k bengtcvbs gspglá`clbs‑, b pdkfgnkagftb dbhástclb gfqukirk-sg pgr`gctkagftg fgstk kebrikhga ig gstrktãhck. K Dbhástclk lucik ik prbvcsìb ig rglursbs, pkrk supbrtkr k gstrktãhck g ks tëtclks iks `brèks ig lbaektg= fb lksb gaprgskrckd, iks `brèks bpgrklcbfkc lcb fkcss g ig `g `glo lokag kagft ftb b ig fg fghül hülcb cbs. s. Ã fglgssërcb `blkr agdobr ks ktcvcikigs, kssblckfib dbhástclk ês tãlfclks ig agdobr bpgrklcbfkdczkèìb lcbfkdczkè ìb ig uak gaprgsk.
G`clcîfl `clcîflck ck ik ufcik ufcikig ig prbiutbrk
Cakhcfg Cakhcf g uak `kz `kzgfi gfik k gsp gspglc glckdc kdczki zkik k fk lrc lrckkèìb ig suáfbs, sga kektgiburb g sga fgfoua egfg`c egf g`clck lckagf agftb tb ig lkr lkrfg fg bu `rc `rchbr hbrá`c á`clb. lb. Zkr Zkrk k pdg pdgfk fk bpgrkèìb, gxcstcrcka auctks rgspbfskecdcikigs, qug bs kia kiacfc cfcstr strkib kibrgs rgs prg prglcs lcskrc krcka ka hgr hgrgfl gflckr ckr>> k) lbaprks lbaprks g rgl rglg gecag ecagftbs ftbs icvg icvgrsbs> rsbs> rkèìb, rkèì b, agi agiclk clkagft agftbs, bs, aktg aktgrckc rckcss pkr pkrk k akf akfutgf utgfèìb èìb iks cfs cfstkd tkdkè÷ kè÷gs, gs, akt aktgrc grckcs kcs ig och ochcgf cgfczk czkèìb èìb gtl gtl.. e) kiacfc iacfcstrk strkèì èìb b ibs gstbq stbqug ugs s ig igstg stgs s sukrakzgf zgfkr kr,, lbf lbftrbd trbdkr kr,, ktg ktgfig figrr pgi pgicib cibss prcagftbs> krak cftgrfbs cftg rfbs bes besgrv grvkr kr gst gstbqu bqugs gs aáf aáfcabs cabs (lrá (lrátclb tclbs) s) gtl.
Gestão Comercial - Módulo 4 -
Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
Gestão Comercial - Módulo 3 -
g) lbftrbdg ik loghkik kb igstcfktëibluagftkèìb ìb (fbtks `cslkcs, ibluagftbs rcb> ibluagftkè pkrk trkfspbrtg ig lkrhks vcvks, kutbrczkè÷gs pþedclks gtl.) g igakcs lbftrbdgs `cfkflgcrbs g lbftëegcs (rglgecagftbs, pkhkagftbs gtl.). Gstk ã uak gxpdkfk gxpdkfkèìb èìb rëpcik rëpcik ig kdhukdhuaks iks prcflcpkcs bpgrkè÷gs ig uak `kzgfik qug qu g kp kpgf gfks ks lr lrck ck pb pbrl rlbs bs.. Ca Cakh khcf cfg g sg gs gstk tk agsak ufcikig prbiutbrk bpgrkssg lba kektcagftb, akfusgcb ig lkrfgs, bu sgnk, trkekdob ig ua `rchbrá`clb, qukftks butrks ktcvcikigs sgrcka igsgfvbdvciks2 \g ua lrckibr igpgfig ig lbab ks bpgrkè÷gs sìb lbfiuzciks pkrk suk g`clcîflck, fb lksb ig ua gaprggficagftb akcs lbapdgxb, tbik k lkigck prbiutcvk, igsig k rglgpèìb ig aktrczgs, rgprbiuèìb, gfhbrik, kektg, egfg`clckagftb, lbfsgrvkèìb, ktã k gxpgicèìb, tbrfk ks bpgrkè÷gs dbhástclks auctb akcs lbapdgxks g iglcscvks, lbab `ktbr lbapgtctcvb.
Ygapb _ G`clcîflck Ktrkvãs igstg gxgapdb, vblî pbig fbtkr qug qu g b gc gcxb xb lg lgft ftrk rkdd ã b ag agsa sab> b> kh khcdcdcz czkr kr pr prbl blgs gssb sbs, s, lba glbfback g qukdcikig, lba igstkqug pkrk abvcagftkèìb ig aktgrckcs g lkrhks qug, fkturkdagftg, gfvbdvga tgapb g gspkèb. Zkrk lkik tctcpb pb ig ga gapr prgs gsk, k, oë ua uakk ki kigq gquk ukèì èìbb ig aã aãtb tbib ibs. s. Ga kdhuaks gaprgsks qug trkekdoka lba dbhástclk, pbig-sg fbtkr pdktk`braks ig rglgecagftb ig `rgftg pkrk ua krakzãa. Gstgs sìb dblkcs gspglá`clbs, pkrk qug bs lkacfo÷gs gstklcbfga ig rã, bfig sgrìb igsgaekrlkiks agrlkibrcks, prglcskagftg khgfikiks pkrk rglgecagftb. Ga lkik uak igdks, oë sgaprg `uflcbfërcbs lucikfib ib igsgaekrqug g igstcfkèìb iks agrlkibrcks. Butrks ktcvcikigs qug `kzga pkrtg ik rbtcfk sìb> prbhrkakèìb icërck ibs lkacfo÷gs iks gaprgsks qug loghka, qukftcikigs g gs-
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Lbflgctb ig Dbhástclk Cftghrkik
Gestão Comercial - Módulo 4 -
Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
Gstk kapdctuig ig vcsìb sg `kz fglgssërck, pbcs b hgstbr ig dbhástclk igvg lbfoglgr tbibs bs prblgssbs g ktgftkr pkrk kqugdgs gspglá`clbs ik ërgk ig Dbhástclk. Fgstg lksb, ks bpgrkè÷gs cftgrfks tîa capbrtåflck prbpbrlcbfkd ês bpgrkè÷gs gxtgrfks.
Wak rg`dgxìb sberg gstgs prblgssbs>
Zkrk agdobr lbaprggfsìb ik capbrtåflck ik Dbhástclk Cftghrkik, vkabs pgfskr ik sghucftg akfgcrk> pkrk qug uak brhkfczkèìb `uflcbfg ega, tbiks ks icrgtbrcks, hgrîflcks, supgrvcsbrgs, dáigrgs g suks rgspgltcvks gqucpgs prglcska bpgrkr igftrb ig ua pkirìb aáfcab ig qukdcikig. Gstk fglgsscikig cftgrfk sg nustc`clk, pbcs, sg fbs sgtbrgs g igpkrtkagftbs ks tkrg`ks igsgfvbdvciks sgaprg k`gtkrìb ks ktcvcikigs igsgfvbdvciks pbr butrbs sgtbrgs, oë qug sg euslkr k qukdcikig cftgrfk ga prcagcrb duhkr. Yrkfspbrtkfib cstb pkrk b kspgltb dbhástclb, pbigabs k`crakr qug ks bpgrkè÷gs dbhástctclk lkss fì fìb b kl klbf bftg tglg lga a sb sbzc zcfo foks ks.. Zk Zkrk rk su suk k g`clëlck, auctks butrks ërgks sìb gfvbdvciks g prglcska trkekdokr ga lbfnuftb> b pgssbkd ig lbaprks, b pgssbkd qug lucik ibs prblgssbs prbiutcvbs, ks gqucpgs qug sg gfvbdvga lba ks `cfkfèks ik gaprgsk, pgssbkd qug lrck scstgaks lbaputklcbfkcs g tbibs bs butrbs sgtbrgs gfvbdvcibs. —Dbhástclk Cftghrkik ã ua scstgak ig
Wak gaprg aprgsk sk prg prglcsk lcsk lbdblk lbdblkrr sg sgus us prbiutbs fb agrlkib g kiacfcstrkr agdobrgs `braks ig `kzî-db. Ik agsak `brak, kftg ftgss ig gftrg ftrghk hkrr b prbiutb, tg tgrë rë qug hk hkrk rkfftcr b `duxb gqucdcerkib ig sgus cfsuabs (rglursbs lur sbs ak aktg tgrck rckcs cs g oua ouak kfbs fbs,, gfg fgrhck rhck,, cf`brakè÷gs gtl.). Gstks rgspbfskecdcikigs klbftglg lbftglga a tkaeã tkaeãa a iurkf iurkftg tg b prblgssk prblgssk-agftb iks gftrkiks/cfsuabs (prblgssbs ig prbiuèìb, prbiuèì b, hg hgstì stìb b ig gstbqug stbqugs, s, `brfg `brfglg lgibrg ibrgss cflbrpbrk cflbrpb rkibs ibs ê dcfok ig prbiuè prbiuèì ìb gtl.) gtl.)..
Lkigck Dbhástclk \ghufib Fgdsbf Gcnc Ykmguloc, gspglckdcstk ib Dgkf Cfstctutg Erkscd, uak lkigck dbhástclk lbfvgflcbfkd ã lbapbstk pbr> • Dbhástclk cfebufi • Dbhástclk butebufi, wkrgobusg (kr-
akzãa> dblkd bfig bs prbiutbs sìb rglgecibs, gstblkibs g gxpgicibs) • Abvcagftkèìb cftgrfk
Gdk k`crak qug —b trkfspbrtg fìb khrghk vkdbr g sg trktk ig ua igspgriálcb, auctb agfbs k krakzgfkhga (gstbqug) qug ã lbfscig sc igrk rkik ik ua ib ibss pc pcbr brgs gs ig igsp spgr griá iálc lcbs bs ga qukcsqugr qukcs qugr lcrlu lcrlufstå fståflck flcks, s, trkz trkzgfib gfib lust lustbs bs
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Capbrtkftg rgsskdtkrabs qug, kquc, b gspglckdcstk `kdk ik sctukèìb iks gaprgsks qug sìb sì b fb fbss ssbs bs ldc ldcgft gftgs gs.. Zk Zkrk rk gdk gdks, s, ã rgl rglbag bagfi fiëv ëvgd gd qug trkfs`crka gstks rgspbfskecdcikigs pkrk tgrlgcrbs, fgstg lksb, bpgrkibrgs dbhástclbs.
Gestão Comercial - Módulo 4 -
Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
Gestão Comercial - Módulo 3 -
lduga fb pklbtg, sg fglgssërcb, agsab kpüs ks bpgrkè÷gs ig gxpgicèìb, b rgtbrfb ig gaekdkhgfs, ekdkhg fs, igvbduè igvbduè÷gs, ÷gs, prbiut prbiutbs bs igvbdv igvbdvcibs cibs pkrk rgakfu`kturk bu rglcldkhga gtl.
Dbhástclk cfebufi Bengtctcvk Beng vk hk hkrk rkft ftcrcr qu qugg bs ak aktg tgrck rckcs cs lo logh ghug uga a ibss `b ib `brf rfgl glgi gibr brgs gs ik `b `bra rakk ak akcs cs su sukv kvg, g, gs gstë tëvg vgdd g fcvgdk fcv gdkik ik pb pbss ssáv ávgd, gd,pu puxki xkibs bs ig `b `brak rak rct rctaki akik, k, pg pgdb db lbfsuab rgkd ibs prblgssbs ig prbiuèìb, lba qukdcikig hkrkftcik, pkrk fìb cftgrrbapgr bs `duxbs prb prbiut iutcvb cvbs. s.K K cap capdga dgagft gftkèì kèìb b ig scs scstga tgaks ks puxkibs lba `brfglgibrgs g scstgaks ig lbdgtk prbhrkakik (Acdm Uuf), lba rglbdocagftbs `rgqugftgs g pgqugfbs dbtgs, kb agsab tgapb ga qug qu g sg rk rklc lcbf bfkd kdcz czkk bs `r `rgt gtgs gs,, ã ua gx gxga gapd pdb b ic icss ssb. b. Kquc k dbhástclk, ga scapdgs pkdkvrks, ã k dbhástctclk lk ig igft ftrb rb ik ikss `r `rbf bftg tgcrk crkss ik ga gaprg prgsk sk..
Dbhástclk butebufi Pcsk kb kt Pcsk ktgfi gficag cagftb ftb ibs ldc ldcgft gftgs gs ig `brak g`clcgftg, utcdczkfib b agfbr fávgd pbssávgd ig gstbqugs. Fglgssctk ig pdkfgnkagftb luciki luc ikibsb bsb g lbf lbfsgf sgfsb sb pgd pgdk k gap gaprgs rgsk k tbi tbik k (vgfiks-prbiuèìb-lbaprks), (vgfiks-prbiuè ìb-lbaprks), trkekdokfib prüxcab ibs ldcgftgs, k `ca ig lrckr prgvcs÷gs prglcsks g lbrrgtks g igakfiks agfbs grrùfgks g crrghudkrgs, rglbfoglgfib qug ks lbficè÷gs auika g k igakfik rkrkagftg sg lbapbrtk ig klbrib lba b prgvcstb. Fgstg lksb, tkaeãa ga scapdgs pkdkvrks, ã k dbhástclk `brk iks `rbftgcrks ik gaprgsk.
Hgstìb Dbhástclk G`gtcvk Auctks gaprgsks bpgrkibrks ga prblgssbs dbhástclbs b`grglga kapdk vkrcgikig ig sgrvcèbs dbhástclbs dbhástclbs ig gftrkik ig aktgrckcs (cfebufi). Fk akcbrck iks vgzgs, vgfiga —pklb-
K cftgfscikig lba qug k glbfback aufaufickd kapdck fghülcbs gftrg pkásgs trbuxg k fglgsscikig ik g`gtcvk hgstìb dbhástclk sberg tbibs sgus kspgltbs, pbcs, fk þdtcak iãlkik, audtcpdclkrka-sg k prgsgfèk ig prbiutbs iks akcs vkrckiks brchgfs, fks prktgdgcrks ig ktklkicstks, vkrgncstks, cfiþstrcks, ekflbs g tbib tcpb ig brhkfczkèìb. Gstk icfkaclcikig ibs fghülcbs capudscbfk fbvks prëtclks dbhástclks, fks qukcs fbvks tglfbdbhcks pksska k tgr, lbab bengtb ig gstuib, ktcvcikigs g prblgicagftbs gfvbdvcibs lba bpgrkè÷gs ig rglgecagftb krakzgfkhga g gxpgicèìb, bs qukcs, gaebrk icstcftbs, cftgrigpgfiga-sg.
Cf`duîflck ik Cf`braëtclk fbs Fghülcbs K Cftgrfgt vckecdczbu qug ks gaprgsks agdobrkssga sgus prblgssbs kiacfcstrktcvbs (rgdklcbfkagftbs lba ekflbs, ldcgftgs, `brfglgibrgs, hbvgrfbs gtl.) ktrkvãs ib lokakib g-euscfgss. K rgkdcz rgkdczkèìb kèìb ig ig lbaprks lbaprks g vgfiks, vgfiks, ktrkvãs ib g-lbaagrlg ã uak rgkdcikig qug
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B usb ik Yglfbdbhck ik Cf`brakèìb fìb sg dcactk ê Cftgrfgt, ã kapdb g fìb tga `rbftgcrks. Ga Dbhástclk, ã gdgagftb `ufikagftkd pkrk trkzgr lbapgtctcvcikig.
Gestão Comercial - Módulo 4 -
Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
tgs g pkrlgcrbs gaprgskrckcs icrgtkagftg kb prüprcb scstgak ig lbaufclkè÷gs ik gaprgsk. Gstks rgigs tkaeãa rgkdczka b lbftrbdg g`clcgftg ibs `duxbs ig vkdbr, gdcacfkf acf kfib ib b ak akfu fusg sgcb cb ig pk pkpg pgd-a d-abg bgik ik,, ikfib lkik vgz akcs gspkèb pkrk b icfogcrb vcrtukd. • HZ\ HZ\ “ \cstgak ig Zbscl cbfkagftb Hdbekd
• Dgcturk pbr \lkffgr
Ygl glfb fbdb dbhc hck k lb lbap aprb rbvk vkik ikag agft ftg g g` g`cclcgftg, utcdczkik fk `brak ig lüichbs ig ekrrks fb pbftb-ig-vgfik. Lbftrbdk b `duxb ig prbiutbs ga qukdqugr dblkd> krakzãa, igpüsctb, supgragrlkib gtl. Lüichbs ig ekrrk tîa rgsudtkib supgrcbr fk rbtudkèìb g gvctka grrbs, b qug, pbr suk vgz, rgsudtka fuak kutbakèìb ib prblgssb akcs g`clcgftg. • GIC/GIC@KLY, Cftgrlåaecb Gdgtrùfclb ig Ikibs
Kl gdgr Klgd grk k b `d`dux uxb b tk tkft ftb b ik ikss cf cf`b `bra rakè kè÷g ÷gss qukftb ibs prbiutbs. Bs pkir÷gs GIC@KLY rghudka b cftgrlåaecb ig agfskhgfs> pgicibs, `kturks g pkhkagftbs, ega lbab k lbficèìb ibs prbiutbs trkfspbrtkibs. trkfspbrtkibs. @brfglg rgsudtkibs btcaczkibs kb dbfhb ig tbik k lkigck dbhástclk. • Lbaufclkè÷gs Aüvgcs
Lbaufclkèìb icrgtk ik aktrcz ik gaprgs pr gsk k kb kbss vg vgál álud udbs bs cf cfic icvc vciu iukc kcs. s. Zg Zgrac ractg tg trkfsacssìb ig pgicibs icrgtkagftg kb abtbrcstk. Bpgrkè÷gs ig suprcagftbs pbiga sgr lbaecfkiks lba bpgrkè÷gs ig `rgtg, lbaecfkfib-sg k gftrghk kb ldcgftg lba k lbdgtk ig prbiutbs ig ua `brfglgibr dblkdczkib prüxcab ib ldcgftg. Auctks vgrs÷gs ig
Yglfbdbhck ig sktãdctg qug dblkdczk, lba prglcsìb, k pbscèìb ibs vgáludbs ik `rbtk g btcaczk rbtgcrbs, cigftc`clkfib b vgáludb lu db ag agdob dobrr pb pbscl sclcbf cbfki kib b ga lk lkik ik lk lksb sb pkrk gxglutkr ua pgicib. Abfctbrkibs, k sghurkfèk sghurkfè k ibs vgáludbs ã akcbr lbab prgvgfèìb k rbuebs.
Bpgrkè÷gs Dbhástclks \g oë gxtrgak vgdblcikig fk trkfsacssìb ig cf`brakè÷gs, cf`brakè÷gs, oë k prcbrcikig ig khcdcikig fks bpgrkè÷gs dbhástclks, pkrk qug k icstrceucèìb tgfok k agsak g`clclîflck iks fghblckè÷gs gdgtrùfclks. gdgtrùfclks. Iká k capbrtåflck ibs bpgrkibrgs dbhástcl dbhástclbs bs tgrga ebks tglfbdbhcks pkrk klbapkfokr gstk fglgsscikig fglgssci kig ig suprcr suprcr b ktgficagftb ktgficagftb igsigstgs ldcgftgs, qug pksska k utcdczkr-sg ig ua fbvb lkfkd ig vgfik, hgrkdagftg kssblckib kb Akrmgtcfh Icrgtb.
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Uglbrikfib lbflgctbs capbrtkftgs> • Akrmgtcfh > Lbfnuftb ig gstrktãhcks ig fghülcbs qug pgractga b eba `duxb ig agrlkibrcks bu sgrvcèbs, ibs prbiutbrgs kbs ldcgftgs `cfkcs. Bengtcvk akfutgfèìb ig ldc gftgs rgkcs rgkcs g betgfèìb bet gfèìb ik `cigdczkèìb `cigdczkèìb ig ld cgftgs pbtgflckcs. Ks gstrktãhck gstrk tãhcks, s, csbdkik csbdkikss bu lbaecfkik lbaecfkiks, s, sìb kpdclkiks ga tgrabs ig prbiutb, pbftb -ig -ig-vg -vgfik, fik, pbdátclk ig prgèbs g lbaufclkèìb agrlkibdühclk. • Akrmgtcfh icr icrgtb> gtb> Betgfèìb ig rgspbstks pbst ks icrgtks g agfsurëvgcs, ktrkvãs ktrkvãs ig gstrktãhcks ig Akrmgtcfh , lbab prbpkhkfik g vgfiks, vgfiks, ig `brak akcs icrchc ik> g-akcd , vgfik pgssbkd, akdk icrgtk gtl.
Gestão Comercial - Módulo 4 -
Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
Gestão Comercial - Módulo 3 -
Butrk prëtclk gdgtrùfclk lokakik ig gprblurgagft ã uak `grrka `grrkagftk gftk qug qug pgra pgractg ctg btcaczkr bs prblgssbs ig lbaprks ig aktgrckcs g sgrvcèbs, tkcs lbab> lbtkèìb, fghblckèìb g gacssìb ig pgicibs. Fb g-prblurgagft oë uak kutbaktczkèìb ibs prblgssbs ig kekstglcagftb, lcagft b, ga qug b rgqucsctkftg rgqucsctkftg ã dcegrkib pkrk pkrk lbaprkr prbiutbs ktrkvãs ik `grrkagftk cf`braktczkik, aktczk ik, klgssk klgsskfib fib lktëdb lktëdbhbs hbs prã-fghb prã-fghblcklckibs pgdbs lbaprkibrgs. Gspglckdcstks ga hgstìb ig`gfiga qug ks kè÷gs ig —cftgdchîflck dbhástclk‑, igftrb ik rgkdcikig ig lkik brhkfczkèìb - gstëhcb ig lbapgt lba pgtctc ctcvci vcikig kig,, fgl fglgss gsscik cikigs igs gst gstrkt rktãhc ãhc-lks/bp lks /bpgrk grklcb lcbfkc fkcss g rgl rglurs ursbs bs ics icspbf pbfáv ávgcs gcs igvga igv ga sg vkdgr vkdgr ig igl iglcs÷ cs÷gs gs qug eusqug eusquga a rbapgr rbap gr g supg supgrkr rkr ic`cl ic`cludiki udikigs, gs, gxpdb gxpdbrkfib rkfib tbiks ks pbsscecdcikigs g `braktkè÷gs ig `duxbs, prblgssb prblgssbss g sgrvcè sgrvcèbs, bs, vcskfib vcskfib ê prbiuèìb ig b`grtks ic`grgftgs k lustbs rgiuzcibs. Gstk cftgdchîflck dbhástclk, prcflcpkdagftg fk ktukdciki ktuk dcikig, g, igvg `kzgr `kzgr pkrtg ig tbib tbibss bs abagftbs ik hgstìb ibs fghülcbs.
Hgrgflckagftb ik Lkigck Lkigck ig \uprcagftbs\uprcagftb s(\LA - \uppdy Lok Lokcf cf Ak Akfkhgag fkhgagft ft )
Gftrghk lkik vgz akcs rëpcik
Kftchkagftg, ib dkfèkagftb ig ua prbiutb ktã k lbfsbdcikèìb ig sgu lbfoglcagftb g lbfsuab, ktrkvãs ig scstgaks ig icstrceucèìb, fb Erkscd, igabrkvk ua pgrábib lbfscigrëvgd. Khbrk, lba fbvks fbvks tglfbdbhcks, tglfbdbhcks, qukdqugr pgssbk, qug gstcvgr lbfgltkik k ua scstgak ig lbaprks gdgtrùfclb, pbig gxchcr, kdãa ik lbaprk, uak gftrghk lkik vgz akcs rëpcik.
Cftgdchîflck Cftg dchîflck Dbhástclk Db hástclk
B Hgrgflckagftb ik Lkigck ig \uprcagftbs, \LA ga cfhdîs, ã k ktcvcikig qug sg blupk ik hgstìb ik rgig iks brhkfczkè÷gs gfvbdvciks fks bpgrkè÷gs dbhástclks, ktrkvãs ig gdbs fbs ibcs gxtrgabs - `brfglgibrgs g ldcgftgs `cfkcs, fbs ic`grgftgs prblgssbs g ktcvcikigs qug prbiuzga vkdbr, fk `brak ig prbiutbs g sgrvcèbs gftrghugs kb ldcgftg `cfkd.
Gxtrgabs ig uak lkigck prbiutcvk
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Gestão Comercial - Módulo 4 -
`cfkcs. B igsk`cb ib hgrgflckagftb ik lkigck ig suprcagftbs ã lbfsghucr scfgrhck fk cftghrkèìb g kiacfcstrkèìb ib kaecgftg cftgrfb, lba b kaecgftg gxtgrfb.
K pk pkrt rtcr cr ik iã iãlk lkiik ig ;3 ;333:, b ku kuag agf ftb ik lbapgtcèìb hdbekd `brèbu ks hrkfigs lbrpbrkè÷gs k rgkdczkrga suks bpgrkè÷gs ig `brak cftghr tg hrki kik, k, lb lba a b be beng ngtctcvb vb ig lr lrck ckrr vk vkdb dbrr pk pkrk rk tb tbib ibss bs gfvbdvcibs> `brfglgibrgs, `kerclkftgs g b ldcgftg `cfkd. Kssca, surhcu b Hgrgflckagftb ik Lkigck ig \uprcagftbs, qug fkik akcs ã ib qug k Hgstìb ik Dbhástclk Cftghrkik.
K pr prcagcr cagcrk k ca caprgss prgssìb ìb qug sg tga ig Dbhástclk ã qug sg trktk ig scapdgs prblgssbs. Aks, lba b kprb`u prb`ufik fikag agftb ftb ig lbfo lbfog glcagftbs, gxpgrcîflcks g icsluss÷gs, vî-sg qug oë ua lg lgrtb rtb hrku ig lbapdg lbapdgxcik xcikig ig,, pbrãa pbrã a fk fkik ik qug fì fìb b sg pbss pbssk k kprg prgfig figrr. Zkrk qug k rgdkèìb gaprgsk/ldcgftgs sgnk pbsctcvk, igvg tgr gxlgdîflck fb qug sg `k `kzz, pbcs bs ldcg ldcgftg ftgss gspg spgrk rka a qug fbssb fávgd ig sgrvcèbs gstgnk gftrg bs agdobrgs ib a grlk grlkib. ib.
Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
Lkfkcs Lk fkcs ig Icstrceuc Icstrc eucèìb èìb Pkabs `kdkr ua pbulb sberg bs cftgr-rgdklcbfkagftbs qug tgabs lba b Akrmgtcfh iks gaprgsks, ktrkvãs ib lbfoglcagftb ib qug sìb lkfkcs ig icstrceucèìb. Lbfoglgrgabs ks prcflcpkcs `ufè÷gs igstgs lkfkcs, pbcs oë ua gstrgctb rgdklcbfkagftb igdgs lba bs prblgssbs ik Dbhástclk Bs lkfkcs bu vcks ig icstrceucèìb sìb pkrtg cftghrkftg ig ua scstgak lbapdgxb, qug `klcdctka trblks g trkfskè÷gs ig lbfsuab g sìb brcgftkibs pgdbs kspgltbs dghkcs hk cs,, pg pgdk dk gl glbf bfba back ck g pg pgdk dkss rg rgst strc rcè÷ è÷gs gs pbdátclks g sblckcs. Pgnk, pbr gxgapdb, fìb ã ga qukdqugr qukdqugr rghcìb rghcìb ik lcikig lcikig qug sg pbig cfstkd cfs tkdkr kr ua lg lgft ftrb rb ig ics icstrc trceuc eucèì èìb. b. Yka ka-pbulb, b kuagftb ik pbpudkèìb ig uak lbaufcikig gspglá`clk pbig sgr cficlkibr pkrk k cfstkdkèìb ig ua ocpgragrlkib. K scfgrhck ig fbssk ktukèìb lba tkcs agcbs ig icstrceucèìb ã `ufikagftkd pkrk qug b ldcgftg `cfkd bu usuërcb ikqucdb qug hgrgflckabs, prbiutbs bu sgrvcèbs, `cquga sktcs`gctb sktcs `gctbs. s. Ks bpgrkè bpgrkè÷gs ÷gs ig icstrc icstrceucèì eucèìbb `kzga pkrtg ibs prblgssbs ik Dbhástclk, fbs qukcs ã fglgssërck k kiacfcstrkèìb ibs aktgrckcs, k pkrtcr ik skáik ib prbiutb ik dcfok ig prbiuèìb ktã k gftrghk ib prbiutb fb igstcfb `cfkd.
Dbhástclk Gaprgsk Gaprgskrckd rckd Dbhástcl k Gaprgskrckd Gaprgskrckd
Dbhástclk Gaprgsk Gaprgskrckd rckd
@brfglgibrgs
Ldcgftgs @ëerclks
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K pr prcf cflá lápc pcb, b, tb tbib ib pr prbi biut utb b kl klke keki kib b (prbftb) ã gflkacfokib kb icstrceucibr. Gstg khgftg vgfig b prbiutb pkrk ua vkrgncstk g, ga sghucik, b vkrgnb vgfig kbs lbfsuacibrgs `cfkcs. Gstk sgquîflck ga lkigck klbftglg, fk akcbrck ibs lksbs. Zkrk b pgssbkd ig Akrmgtcfh, k Icstrceucèìb ã ua ibs prblgssbs akcs lrátclbs, pbcs prbedgaks lbab b ktrksb fk gftrghk sìb rg`dgtcibs icrgtkagftg fb ldcgftg, bu, pbr butrb dkib, uak gvgftukd kftglcpkèìb, ua hkfob fb prblgssb ig gftrghk, pbigrë schfc`clkr egfg`álcbs ê cakhga ik gaprgsk. [ukfib sg lbapdgtk b prblgssb ig icstrceucèìb ig uak gaprgsk, cfclck-sg b prblgssb ig suprcagftbs ik gaprgsk sghucftg. Ga butrks pkdkvrks, qukfib loghk uak gftrghk, quga rglgeg pkssk k tgr k rgspbfskecdcikig ig lucikr ibs gstbqugs. K tgrlgcrczkèìb iks ktcvcikigs rgdklcbfkiks ê icstrceucèìb ã lrgslgftg, ga tbibs bs sghagftbs ik glbfback. Gstg lgfërcb igabfstrk qug, pkrk fìb pgrigr lbapgtctcvcikig, ks gaprgsks gaprgsks `blka akcs akcs ga suks ktcvcikig ktcvcikigss prcflcpkcs g gstrktãhclks “ prbiuzcr lba qukdcikig g cfbvkèìb “ igcxkfib ks bpgrkè÷gs dbhástclks pkrk tgrlgcrbs. K icstrceucèìb, qukfib kiacfcstrkik kiacfcstrkik igftrb ik gaprgsk, ã ktcvcikig ig kdtb lustb, kssuacfib auctk capbrtåflck fk lbfstruèìb ig prgèbs lbapgtctcvbs.
Gestão Comercial - Módulo 4 -
Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
Gestão Comercial - Módulo 3 -
Lustbs ig icst Lustbs icstrceu rceucèìb cèìb gst gstìb ìb icrg icrgtka tkagftg gftg kssbl kss blcki ckibs bs kb pg pgsb, sb, vbd vbdua uag, g, prg prgèb èb,, prk prkzbs zbs ib ldcgft ldc gftg, g, cap capbrt brtåf åflck lck fk lk lkigc igckk ig su suprc prcag agftb ftbs, s, `rkhcdcikig, tcpb g gstkib `ásclb ib aktgrckd. Kssca, pgrlgegabs qukftbs `ktbrgs cf`dugflcka fk gslbdok ib tcpb ig trkfspbrtg (abikd ig trkfspbrtg)> gqucpkagftbs ig abvcagftkèìb, qukdc`clkèìb g qukftcikig ig pgssbkd gfvbdvcib fk bpgrkèìb, pbftbs ig kpbcb g sghurb gftrg butrbs. K pkdkvrk icstrceucèìb gstë kssblckik, tkaeãa, ê gftrghk ig lkrhks `rklcbfkiks. Fgstg tcpb ig gxpgicèìb, b prbiutb bu aktgrckd ã gftrghug ga akcs ig ua igstcfktërcb kprbvgctkfib-sg k vckhga g bs lustbs gfvbdvcibs. Ks gftrghks, fgstg fgstg lksb, igvga sgr auctb ega pdkfgnkiks, pbcs gstk gftrghk tga ua dgki tcag. Ks gftrg agfbr lustb tbtkd g agfbr dgki gftrg-hks `rklcbfkiks igvga sgr utcdczkiks sbagftg qukfib fìb `br pbssávgd k gftrghk icrgtk, lba b vgáludb lbapdgtkagftg blupkib. \be k ütclk ibs prblgssbs ig lbagrlckdczkèìb, gspglckdagftg Akrmgtcfh, bs lkfkcs ig icstrceucèìb sìb bs agcbs utcdczkibs pkrk `kzgr lba qug bs prbiutbs g sgrvcèbs skcka ib prbiutbr g loghuga kb ldcgftg `cfkd. Fks gstrktãhckss agrl hck agrlkib kibdüh dühclk clkss ig ics icstrc trceuc eucèìb èìb,, trk trkekd ekdokok-sg sg pkrk pk rk ig ig`c`cfcr fcr dbl dblkc kcss ut utcdc cdczk zkib ibss pk pkrk rk vg vgfi fiks ks fb kt ktkklkib, vkrgnb, pbrtk k pbrtk, Cftgrfgt gtl.
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Fgstk kerkfhîflck, bs lkfkcs ig icstrceucèìb sìb lbab uak gspãlcg ig —gftrgpbstbs‑, pgdb pg dbss qu qukc kcss b pr prbi biut utbb pg pgrl rlbr brrg rg kt ktã ã lo logh ghkr kr kb sg sgu u igst ig stcf cfb b `c`cfk fkd.d. Bs pr prcf cflc lcpk pkcs cs `b `bra rakt ktbs bs ig lk lkfk fkcs cs ig icstrceucèìb sìb> Lgftrbs ig Icstrceucè÷gs, Ktklkib, Pkrgnb, @rkfqucks, Khgftgs Ygrlgcrczkibs gftrg butrbs pbftbs utcdczkibs lbab kpbcb, pkrk icducr b lustb tbtkd ik icstrceucèìb.
Gestão Comercial - Módulo 4 -
Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
lbs, bs qu lbs, qukc kcss ig igvg vga a pb pbss ssce cecdcdctctkr kr k pg pgr` r`gc gctk tk cf cftg tghr hrkkèìb èì b gf gftr trg g b `d`dux uxb b `á `ásc sclb lb g b `d`dux uxbb ig cf cf`b `bra rakè kè÷g ÷gs. s. Ybibs bs prblgssbs ig abvcagftkèìb ig aktgrckcs g prbiutbs, igsig k prgvcsìb iks fglgsscikigs pkrk suprcagftb ig aktãrck-prcak g lbapbfgftgs, pksskfib pgdb pdkfgnkagftb ik prbiuèìb g lbfsgqugftg prbhrkakèìb ig `brfglcagftb kbs Lkfkcs ig Icstrceucèìb pkrk b agrlkib lbfsuacibr, gstìb vcfludkibs k scstgaks dbhástclbs. Eksclkagftg, k agtk gstrktãhclk ik dbhástclk ã k agdobrck ik abvcagftkèìb g krakzg ak zgfk fkhg hga a ig ak aktg tgrc rckc kcss g pr prbi biut utbs bs,, ktrkvãs ik cftghrkèìb iks bpgrkè÷gs fglgssërcks gftrg ks ërgks ig suprcagftb, prbiuèìb g icstrceucèìb `ásclk.
Bpgrkè÷gs ibs Lkfkcs ig Icstrceucèìb Ks prcflcpkcs bpgrkè÷gs igsgfvbdvciks ga ua lkfkd ig icstrceucèìb sìb> abvcagftkr `csclkagftg bs prbiutbs, prbabvî-dbs, rgtbrfkr cf`brakè÷gs sberg b agrlkib kbs hgstbrgs ig Akrmgtcfh, euslkr rgiuèìb ig lustbs ig Akrmgtcfh g akxcaczkr rgsudtkibs g dulrbs.
Ldkssc`clkèìb Ldkssc `clkèìb iks Ktctcvv ci K ciki kigs gs D b h ást ástcc l ks Fbs prblgssbs rgkdczkibs pgdbs khgftgs g bpgrkibrgs dbhástclbs, oë uak ldkssc`clkèìb qug cigftc`clk ks tkrg`ks lbf`brag ks lkrkltgrástclks iks ktcvcikigs akcs eësclks, pkrk ktcvcikigs lbapdgagftkrgs g ig kpbcb. Pgnkabs gstk ldkssc`clkèìb>
Ktcc vc Kt vciki ikigs gs Zrc Zrcaër aërcks cks Pcsukdczkèìb ib Lbfsuacibr
Përcbs gstuibs, rgkdczkibs pbr gspglckdcstks fb sghagftb supgragrlkicstk, cficlka qug b lbfsuacibr vcsukdczk ;:% ib acx (lbf nuftbs ig b`grtks) ik dbnk g gslbdog k akrlk ga 7 sghufibs. Gstgs ikibs nustc`clka bs kdtbs cfvgstcagftbs rgkdczkibs pgdbs `kerclkftgs, fbs pbftbs-ig-vgfik. Ga kd kdhu huak akss lk lktg tghb hbrck rckss ig prb prbiu iutbs tbs lbab pkstks ig igftg, skebfgtgs, akrhkrcfks,
\ìb ktcvcikigs prcaërcks kqugdks qug tîa akcbr capbrtåflck fb ktgficagftb ibs be ngtcvbs dbhástclbs ig lustbs lbftrbdkibs g gxlgdîflck fb fávgd ig sgrvcèb. \ìb trîs ks bpgrkè÷gs eësclks> ;- Yrkfspbr Yrkfspbr tg> bpgrkèìb rgkdczkik ktrkvãs ig vërcbs aãtbibs pkrk abvcagftkèìb ig prbiutbs, lbab> rbibvcks, `grrbvcks, kgrbvcks, vck akrátcak, `duvckd gtl. 5- Akfutgfèìb ig Gstbqug> k acssìb igst ig stk k kt ktcv cvci ciki kig g ã ak akft ftgr gr bs fá fávg vgcs cs ig gs gstb tbqu qugg b
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Gestão Comercial - Módulo 4 -
Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
Gestão Comercial - Módulo 3 -
Ktcv Kt cvci ci kigs i g Kpb K pb cb Fks ktcvcikigs dbhástclks, pkrk lbapdgagftkr ks bpgrkè÷gs ig prblgsskagftb ig pgicibs g akfutgfèìb ig gstbqugs, gxcstga auctks butrks qug iìb kpbcb ês ktcvcikigs prcaërcks. \ìb gdks> k) Akfusgcb ig Aktgrckcs g Gaekdkhga ig Zrbt gèì gèìb b , fbs prblgssbs ig Yrkfspbrtg= e) Betgfèìb Betgfèìb g Kra kz kzgfk gfkhga hga, fks bpg-
rkè÷gs ig Zrblgsskagftb ig Zgicibs. Iurkftg gstg prblgssb, k betgfèìb ã k ktcvcikig qug sgdglcbfk `bftgs ig suprcagftb g k qukftcikig k sgr kiqucrcik, pkrk qug ktgfika ê igakfik fb tgapb gxktb ik fglgsscikig. l) Zrbhrkakèìb ib Zrbiutb g Akfutgfèìb ig Cf`brakè÷gs , fk Akfutgfèìb ibs
Gstbqugs.
Gslbdok g Lbaprcagftb ibs Lk Lkfkcs fkcs Ktrkvãs ig ua hrë`clb, pbig-sg igabfstrkr lbab k akcbrck ibs prblgssbs ig trkfs`grîfl rî flck ck ig pr prbbiu iuttbs k ld ldcg cgft ftggs `c `cffkc kcss sg prblgssk> ;. Lkfkd Icrgtb> Zrbiutbr
Lbfsuacibr
5. Lkfkd Cficrgtb Lurtb> Lbab pbigabs bes grvkr grvkr,, auctks cf-
Zrbiutbr
Pkrgncstk
Lbfsuacibr
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;. Zbtgflckd ig Pgfiks ib \ghagftb (tcpb ig prbiutb k sgr lbagrlckdczkib). 5. Kfëdcsg ibs Ldcgftgs (pgr`cd, lbapbrtkagftbs, oëectbs gtl.).
Gestão Comercial - Módulo 4 -
Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
gs`brèb ig dblbabèìb pkrk `kzgr lbftktb lba bs ldcgftgs. \g, kb lbftrë lbftrërcb, rcb, k akcbrck ik ldcgftgdk gstcvgr ga dblkcs icstkftgs, sgrë fglgssërcb b kpbcb ig cftgragicërcbs, lbab lgftrbs ig icstrceucèìb, ktklkicstks, vkrgncstks, khgftgs dbhástclbs gtl.
<. Gspglc`clkèìb Gspglc`clkèìb ib Zrbiu tb.
[ukftb kb pbtgflckd ig vgfiks ib sghagftb, tkftb b prbiutbr qukftb bs bpgrkibrgs dbhástclbs prglcska tgr uak fbèìb aáfcak ik gvbduèìb bu icacfucèìb ib lrgslcagftb ib agrlkib ib prbiutb k sgr be ngtb ng tb ik ikss bp bpgr grkè kè÷g ÷gss ig kr krak akzg zgfk fkhg hga a g icstrceucèìb. Në k kfëdcsg ibs ldcgftgs, qug k gaprgsk igsgnk ktcfhcr, ã fglgssërck pkrk qug sg cigftc`cqug sg gstgs ldcgftgs gstìb icspgrsbs bu prüxcabs, ufs ibs butrbs. Gstks cf`brakè÷gs `klcdctka k iglcsìb ik utcdczkèìb ig lkfkcs akcs lurtbs bu akcs dbfhbs. Gftgfi Gft gfigr gr b lba lbapbr pbrtka tkagft gftb b ig lbf lbf-suab su ab ib ibss ld ldcg cgft ftgs gs ã `u `ufi fika kagf gftk tkd, d, pb pbcs cs,, agsab lbflgftrkibs, gdgs pbiga prg`grcr `kzgr suks lbaprks ga igtgracfkib tcpb ig dbnk db nk vk vkrg rgncs ncstk tk.. \g cs cstb tb `b `brr lb lbf` f`cra craki kib, b, k vgfik icrgtk fìb sgrck rglbagfikik. Kssca, bs oë oëec ectb tbss ig lb lbap aprk rk ib ibss ld ldcg cgft ftgs gs fì fìb b pbiga igcxkr ig sgr kfkdcskibs. K ic`grgfèk gftrg lkfkcs lurtbs g dbfhbs gstë gxktkagftg fk qukftcikig ig cftgra tg ragi gicë cërc rcbs bs qu qugg sg sgrì rìbb kt ktcv cvki kibs bs kt ktã ã k gftrghk ib prbiutb kb ldcgftg `cfkd. Pgnkabs kdhuak kdh uakss sct sctukè ukè÷gs ÷gs qug gxp gxpdcl dclka ka agd agdobr obr gstgs lbflgctbs>
K f gl glgs gs s c i ki g b u f ìb i g
Iglcs÷ Ig lcs÷ gs qukftb kb lkfkd G, pbr `ca, b tcpb ig prbiutb lbagrlcklbagrlckdczkib cftgr`grg fks iglcs÷gs ig lkfkd. Auctbs sìb bs `ktbrgs fgstk kfëdcsg. K akcbr bu agfbr lbapdgxcikig, bu lkrkltgrástclk tãlfclk, ig kdhufs prbiutbs pbig prgnuiclkr ks cf`brakè÷gs qug lcrludka pgdbs lkfkcs ktã b ldcgftg `cfkd. Lgrtbs prbiutbs gxchga akcs lbfoglcagftbs tãlfclbs pkrk sgrga bpgrkibs, fglgssctkfib ig vgfigibrgs gspglckdczkibs pkrk suk lbagrlckdczkèìb. [ukftb akcbr `br b lkfkd, akcbr k fglgsscikig ig cf`brakr kbs pkrtclcpkftgs ib lkfkd ks gspglc`clkè÷gs tãlfclks ib prbiutb g, lbfsgqugftgagftg, sgrë akcs ic`álcd akftgr ua eba fávgd ig cf`brakèìb. Ã lbaua kpkrglgrga icstbrè÷gs fks cf`brakè÷gs, lkuskfib prbedgaks fk vgfik kb lbfsuacibr `cfkd. \g `br pbssávgd, ã rglbagfiëvgd b usb ig lkfkcs akcs lurtbs, lbab klbftglg lba k vgfik ig aëqucfks lbpckibrks, gqucpkagftbs cfiustrckcs gtl. Fbs lksbs ig prbiutbs akcs scapdgs, b usb ig lkfkcs akcs dbfhbs, ic`clcdagftg k`gtkrë b `duxb ig cf`brakè÷gs sberg bs prbiutbs lbagrlckdczkibs. Butrk vkrcëvgd capbrtk pb rtkftg ftg ã k pg pgrgl rglcec cecdci dcikig kig ig igst stgs, gs, fk fkss iglcs ig lcs÷gs ÷gs ig lk lkfk fkcs. cs. Cf Cfvg vgst stcag cagft ftbs bs ga klbficlcbfkagftb klbficlcb fkagftb,, rg`rchgrkèì rg`rchgrkèìb, b, gaekdkhgfs g butrks fglgsscikigs fglgsscikigs pbigrìb gflkrglgr b prgèb `cfkd ib prbiutb. K dühclk igabfst igab fstrk rk qug prbi prbiutb utbss fìb pgrg pgrgláv lávgcs gcs pbiga supbrtkr lkfkcs akcs dbfhbs.
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Gestão Comercial - Módulo 4 -
Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
Lkfkcs Lk fkcs ig Icstrceu cèìb pkrk Zrbiutbs ig Lbfsuab Lkfkd Fávgd ^grb
Wa Fávgd
Ibcs Fávgcs
@kerclkftg
@kerclkftg
@kerclkftg
Yrîs Fávgcs @kerclkftg
@kerclkftg
Khgftg
Ktklkicstk
Khgftg
Ktklkicstk
Pkrgncstk
Pkrgncstk
Pkrgncstk
Pkrgncstk
Lbfsuacibr
Lbfsuacibr
Lbfsuacibr
Lbfsuacibr
Lbfsuacibr
LKFKD LKF KD K
LKFKD E
LKFKD L
LKFKD I
LKFKD G
Lkfkcs Lk fkcs ig Icstrceu cèìb pkrk Zrbiutbs Cfiustrckcs Lkfkd Fávgd ^grb
Wa Fávgd
Ibcs Fávgcs
Yrîs Fávgcs
@kerclkftg
@kerclkftg
@kerclkftg
@kerclkftg
Khgftgs
Icstrceucibrgs Cfiustrckcs
Khgftgs
Icstrceucibrgs Cfiustrckcs
Wsuërcb Cfiustrckd
Wsuërcb Cfiustrckd
Wsuërcb Cfiustrckd
Wsuërcb Cfiustrckd
LKFKD @
LKFKD H
LKFKD O
LKFKD C
K lbapgtctcvcikig gftrg hrkfigs brhkfczkè÷gs pkssk pgdk euslk ig agdobrck tãlfclk, vck cf`braktczkèìb, g fbvks `bftgs ig lbagrlckdczkèìb ig prbiutbs, lbab klbftglg lba b g-lbaagrlg g butrks `braktkè÷gs cftgdchgftgs
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Gestão Comercial - Módulo 4 -
Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
Ku dk ;
;- —Zrgstkibrgs ig sgrvcèbs qug lbaecfka sgrvcèbs `ásclbs (krakzgfkhga g trkfspbrtg) lba sgrvcèbs hgrgflckcs, qug pbiga bpgrkr eksgkibs ga ktcvbs bu ga cf`brakèìb g hgstìb‑. Gstkabs `kdkfib ig>
k. ( e. ( l. ( i. (
) igspklokf igspklokftgs tgs pkrk pkrk igsgaekrk igsgaekrkèb èb kiukfgcr kiukfgcrb. b. ) prbprcg prbprcgtërcb tërcbss ig ig dbnks dbnks.. ) bpgrk bpgrkibrgs ibrgs dbhá dbhástclb stclbs. s. ) bpgrki bpgrkibrgs brgs kgrbv kgrbvcërcbs cërcbs..
5- Zkrk qug oknk k lkrkltgrczkèìb ig ua prgstkibr ig sgrvcèbs dbhástclbs, gstg igvg, pgdb agfbs, ktukr lba b pdkfgnkagftb bu bpgrkèìb scaudtåfgk ig>
k. ( e. ( l. ( i. (
) lbftrbdg lbftrbdg ig skáiks, skáiks, lbftrbdg lbftrbdg ig ig prgsgfèk prgsgfèk g gspkèbs gspkèbs blcbsbs blcbsbs.. ) lbftrbdg lbftrbdg ig ktcvbs, ktcvbs, abvcagftkè abvcagftkèìb ìb ig gqucpkagf gqucpkagftbs tbs g sghurbs. sghurbs. ) lbftrbdg lbftrbdg ig krakzãfs, krakzãfs, vcstbs vcstbs ig ig pksskpbrt pksskpbrtg g g pgrglávgcs pgrglávgcs.. ) lbftrbdg lbftrbdg ig gstbqug, gstbqug, krakzgfk krakzgfkhga hga g hgstìb hgstìb ig trkfspbrtgs trkfspbrtgs..
<- Lbapdgtg ks dklufks> —Dbhástclk ã k ërgk ik RRRRRRRRRRRRRRRRRRRRRRRRRRRR, qug bpgrk fk prbvcsìb ig RRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRR, pkrk k gxgluèìb ig tbiks ks ktcvcikigs ig uak gaprgsk‑.
k. ( e. ( l. ( i. (
) cf`braëtc cf`braëtclk lk - icfogcrb icfogcrb,, pgssbks pgssbks g sulgs sulgssb sb ) hgstìb hgstìb ig fghülcbs fghülcbs - rglursbs rglursbs,, gqucpkagft gqucpkagftbs bs g cf`brakè÷ cf`brakè÷gs gs ) prbiuèìb prbiuèìb - gfgrh gfgrhck, ck, icfogcr icfogcrb b g hkrkftck hkrkftckss ) kiacfcstrk kiacfcstrkèìb èìb ig krakzã krakzãfs, fs, prbiutb prbiutbss vgficibs vgficibs
9- Ks prcflcpkcs ktcvcikigs ik Dbhástclk sìb>
k. ( ) supbrtg, supbrtg, akfutgfèì akfutgfèìb b ig lkrhks, lkrhks, pgicibs pgicibs ig lbaprks lbaprks g hgrîflck ig UO. UO. e. ( ) trkfspbrtg, trkfspbrtg, kiacss kiacssìb ìb ig pgssbkd, pgssbkd, krakzgfk krakzgfkagftb agftb g pgicibs. pgicibs. l. ( ) trkfspbrtg, trkfspbrtg, abvcagftkè abvcagftkèìb ìb ig aktgrckcs, aktgrckcs, krakzgfkagf krakzgfkagftb, tb, prblgsskagf prblgsskagftb tb ig pgicibs g hgrgflckagftb ig cf`brakè÷gs. i. ( ) supbrtg supbrtg kb UO, gdcacfkèìb gdcacfkèìb ig aktgrckcs aktgrckcs,, krakzgfkag krakzgfkagftb ftb g pgicibs. pgicibs.
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KWDK 5 HG\Y HG \YÌB ÌB DBHÁ DBHÁ\Y \YCL CLK K GA GAZUG GA ZUG\K\ \K\ LBA LBAGUL GULCKC\ CKC\
Cftgrigpgfiîflck ibs Cftgrigpgfiîflck ib s Aglkfcsab Aglkfcsabss ig Cftghrkèìb Cftghrkèìb ga Dbhástcl k Fìb oë lbab sg trkekdokr ga Dbhástclk sga lbaprggfigrabs k tbtkd cftgrigpgfiîflck gxcstgftg gftrg bs gdbs ik lkigck ig suprcagftbs. Gstk cftgrigpgfiîflck lbagèbu k sgr ksscacdkik pgdk auikfèk fb trktkagftb qug grk ikib kbs `brfglgibrgs fb pksskib. Ks lbrpbrkè÷gs fìb akcs lokaka ks gaprgsks, qug kekstglga suk prbiuèìb ig `brfglgibrgs, aks sca, ig —pkrlgcrbs lbagrlckcs‑. Fk vgrikig, sgaprg `brka pkrlgcrbs, aks kftchkagftg, k kiacfcstrkèìb igstgs rgdklcbfkagftbs fìb grk tìb gstrktãhclk.
@kdkvk-sg @kdkvksg qug k aktãrck-prcak grk grk b bxc hîfcb iks cfiþstr cks, aks aks gstk k`crakèìb fìb sg trkiuzck ga sbdcigz fbs rgdklcbfkagftbs gftrg `brfglgibrgs g prbiutbrgs.
Ga lgfërcbs ig icsputk klcrrkik pbr agrlkibs gxcstgftgs g ig dutk pbr fbvbs lbfsuacibrgs, gstks pkrlgrcks tgfiga k kuagftkr, kdclgrèkiks fk lbf`ckfèk aþtuk, lbaprbacssb lba k qukdcikig, cfvgstcagftbs, tglfbdbhck g rglursbs ouakfbs. K gstrktãhck igvg sgr ig kftglcpkèìb ês tgfiîflcks ig agrlkib, ktgf-
Gestão Comercial - Módulo 4 -
Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
Gestão Comercial - Módulo 3 -
k) Zrgvcsìb ig Pgfiks> tkrg`k qug igpgfig ig cftgr-rgdklcbfkagftbs icvgrsbs (icrgèìb ik gaprgsk gaprgsk,, vgfiks, `cfkfèks, `cfkfèks, akrmgtcfh, lbaprks, prbiuèìb gtl)= e) Lkpklcikig ig Zrbiuèìb> kfëdcsg g ig`cfcèìb qug igpgfig ig cftgr-rgdklcbfkagftbs gftrg prbiuèìb, `cfkfèks, lbaprks, vgfiks gtl= l) \cstg \cstgaks aks ig Kekstglcagftb/LbaKekstglcagftb/Lbaprks> lbftrbdgs hgrgflckibs lba cf`brakè÷gs g iglcs÷gs ig vgfiks, lbaprks, `cfkfèks, prbiuèìb gtl= i) Gstbqugs g Krakzg Krakzgfkhga> fkhga> lbftrbdgs hgrgflckibs ga lbf`bracikig lba cf`brakè÷gs g iglcs÷gs ig prbiuèìb, lbaprks, `cfkfèks gtl. Igpgfigfib ib fávgd ig cftghrkèìb, ks gaprgsks pbiga betgr egfg`álcbs lrgslgftgs, lrgslgftgs, pbigfib kdlkfèkr hkfobs dbhástclbs ig ktã 9:%. Ktgficiks ês fglgsscikigs ig cftghrkèìb, icacfuga-sg rcslbs ig cftgrrupèìb ibs `duxbs cftgrfbs g gxtgrfbs, ega lbab rgstrcè÷gs ê vkzìb lbftáfuk ibs prbiutbs. Gxcs Gx cstg tga a au auctctks ks bu butr trks ks bp bpè÷ è÷gs gs qu qugg pbiga lbapdgagftkr k cftghrkèìb ig gs`brèbs dbhástclbs, hgrkfib sgrvcèbs ig vkdbr khrghkib> hki b> gae gaekdk kdkhgf hgfss g gtc gtcqug qugtks tks gsp gspgl glckc ckcs, s, gstbqugs hgrgflckibs pgdb `brfglgibr ktrkvãs ibs scstgaks ig cf`brakèìb, fbtc`clkè÷gs ig rgagssk rgags sk kftg kftglcpki lcpkik, k, gftr gftrghks ghks icrgt icrgtkagf kagftg tg fks dbnks, rgssuprcagftb nust cf tcag gtl. K tkrg`k ig cftghrkr tbibs bs lbftrbdgs pbssávgcs ibs `duxbs ig cf`brakèìb, `ásclb g `cfkfl fk flgc gcrb rb gf gftr trg g bs pk pkrl rlgc gcrb rbss ig fg fghü hülc lcb, b, pg pgra ractctgg qug gstgs tkaeãa kdlkflga fbvbs pktkakrgs ig igsgapgfob. Pgnkabs gstgs `duxbs> ;. @duxb ig Cf`brakè÷gs> trkfsacssìb g klbapkfokagftb ig ikibs ik igakfik pbr prbi pr biut utbs bs bu sg sgrv rvcè cèbs bs,, kt ktãã b ab abag agft ftbb ik gf gftr trgh ghk= k= 5. @duxb @ásclb> abvcagftkèìb ig egfs g agrlkibrcks, cflducfib igvbduè÷gs g sgrvcèbs sbdclctkibs=
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uak akcbr cftghrkèìb gftrg bs gdbs ik lkigck ig suprcagftbs.
Ykrg`ks pkrk Akcbr Akcbr Cftghrkèìb gftrg gftr g bs Gdbs ik Lkigck ig \uprcagftbs ;- Fávgd ig sgrvcèb k sgr prgstkib, klbrikib lba k ërgk lbagrlckd= 5- Icagfscbfkagftb ik lkpklcikig dbhástclk k lurtb, aãicb g dbfhb prkzbs= <- Zgr`gctb lbfoglcagftb ik pbdátclk ig gstbqugs ik gaprgsk= 9- Icslussìb lbdgtcvk (gftrg tbibs bs pkrlgcrbs) g kprbvkèìb ibs pdkfgnkagftbs cftgrfbs,, bs quk fbs qukcs cs igv igvga ga gst gstkr kr okr okrabf abfczk czkib ibs, s, hgrkfib btcaczkèìb iks bpgrkè÷gs= 7- Zdgfb lbfoglcagftb ibs tcpbs ig sgrvcèbs dbhástclbs gxcstgftgs g icspbfávgcs g qukd k gstrktãhck ig gxgluèìb pkrk lkik ua igdgs= 0- \gdgèìb ig `brfglgibrgs kigqukibs pkrk lkik tcpb ig sgrvcèb= 8- Ugvcsìb ik akdok dbhástclk g icagfscbfkagftb ik `rbtk= ?- Zdkfgnkagftb ig rbtgcrbs cftghrkibs lba bs vkrckibs tcpbs ig lkrhk g gstuibs ig cftgrabikdcikig= 3- Kfëdcsg ig prblgssbs g icagfscbfkagftb ig gstruturks g gqucpkagftbs ig krakzgfkhga, rgvcsìb ig dkybut ig krakzãa g bpgrkèìb ig pëtcb, scaudkè÷gs pkrk rgiuèìb ibs tgapbs pkrkibs gtl= ;:- Gstkegdglcagftb ig pbdátclk ig pdkfgnkagftb cftghrkib g `dgxávgd, lbf`brag k icfåaclk ig lkik agrlkib.
Brhkfczk Brhk fczkèìb èìb ibs Zrblgssbs Dbhástclb s Kpgskr ig rgdklcbfkrabs igz prëtclks, tbik brhkfczkèìb tga suk rgkdcikig g, igstk `brak, lkik uak igvgrë kikptkr-sg êqucdb qug sgnk vcëvgd, pkrk agdobr cftghrkèìb ig sgus prblgssbs dbhástclbs. Gstks prëtclks, sg gstc-
Gestão Comercial - Módulo 4 -
Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
prcflcpkdagftg, bs cftgr-rgdklcbfkagftbs lba bs igakcs gdgagftbs ib scstgak dbhástclb, gdcacfkfib-sg k kftchk vcsìb dcactkik ig suk ërgk ig ktcvcikig, prgvgfcfib-sg lbf`dctbs ik hgstìb ig cftgrgssgs csbdkibs fbs igpkrtkagftbs sgpkrkibs ib rgstb ik brhkfczkèìb, b qug lbaprbagtg k pgr`brakflg hdbekd iks brhkfczkè÷gs.
Hrupbs Eësclbs ik Lkigck ig \uprcagftbs K Lkigck ig \uprcagftbs, qukftb akcs lbapdgxk, akcs gdbs k `brakrìb. Aks, ga qukdqugr prblgssb dbhástclb, quktrb hrkfigs hrupbs sgaprg gstkrìb prgsgftgs> ;) @brfglgibrgs> gaprgsks iks qukcs sg betãa betã a aktgrckcs aktgrckcs g lbapb lbapbfgft fgftgs. gs. K ebk hgstìb hgstìb igstg —hrupb‑ igpgfig ib igsgfvbdvcagftb ibs `brfglgibrgs, bu sgnk, oë qug sg tgr ebks `bftgs ig suprcagftbs. K cftghrkèìb lba `brfglgibrgs tga scib uak lbfstkftg prëtclk, fks brhkfczkè÷gs abigrfks. Wa eba gxgapdb vgrc`clk-sg fks hrkfigs abftkibrks ib sgtbr sgt br kut kutbab babecd ecdás ástcl tclb, b, ks quk qukcs, cs, oë kdh kdhua ua tgapb, tîa sgus prcflcpkcs `brfglgibrgs bpgrkfib igftrb ig suks `ëerclks. 5) Gaprgsks Akfu`kturgcrks> suks ktcvcikigs igpgfiga ig `brtg pdkfgnkagftb dbhástclb. Igsig iglcs÷gs sberg dblkdczkèìb, b qug prbiuzcr, pkrk quga prbiuzcr, lbab prbiuzcr g lbab icstrceucr, ã ldkrb. Fgstg lgfërcb, cflduga-sg iglcs÷gs ig qukftb g qukfib prbiuzcr igtgracfkib prbiutb. Zdkfgnkr hgstìb ig aktgrckcs, igftrg butrks tkrg`ks, cf`ducrë tbik k pbdátclk ig gstbqugs ik brhkfczkèìb ga qugstìb. <) Lgftrbs ig Icstrceucèìb> tbik brhkfczkèìb igvg iglcicr, lba cftgdchîflck, bfig krakzgfkr sgus prbiutbs klkekibs g pgèks ig rgpbscèìb. K prgblupkèìb lba b fávgd ig sgrvcèb k sgr rgpksskib kb lbfsuacibr, igpgf-
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Gestão Comercial - Módulo 4 -
Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
Gestão Comercial - Módulo 3 -
ig sg sgrv rvcè cèbs bs.. Fg Fgst stgg ob obrcz rczbf bftg tg,, ks kt ktcv cvci ciki kigs gs ig lb lb-aãrl aã rlcb cb rg rglg lgeg egrk rka a bs eb ebfs fs rg rg`d`dgx gxbs bs ik gl glbf bfba back, ck, lba pbsscecdcikigs ig gxpkfsìb ig sgus fghülcbs lc bs.. B lb lbaã aãrl rlcb cb `u `ufl flcb cbfk fk lb lbab ab kh khgf gftg tg cf cftg tgra raggicërcb gftrg quga lbfsbag g quga prbiuz.
9) Lbfsuacibrgs> `brfglgr, `kerclkr g icstrceucr sìb ktcvcikigs qug tîa lbab igs`glob `cfkd bs lbfsuacibrgs. Ybik hgstìb abigrfk ig gaprgsks skeg qug oë auctk ic`cludikig fk akfutgfèìb ig ldcgftgs `cãcs g lbfqucstk ig fbvbs lbfsuacibrgs. Lcgftgs ig tbiks gstks prgrrbhktcvks, bs pkrlgcrbs ig dbhástclk lbdkebrka fks iglcs÷gs sberg ig`cfcèìb ib agrlkib-kdvb ib prbiutb g fávgd ig sgrvcèb k sgr b`grglcib. \g b `kerclkftg ã lbapgtcibr ga tbibs bs fávgcs, cflducrë ga suk gstrktãhck b agdobr fávgd ig sgrvcèb pbssávgd, b qug capdclk ga ua cflrgagftb fbs lustbs> qukftb akcbr b fávgd ig sgrvcèb k sgr b`grglcib, akcs lkrb sgrë.
[ukfib kuagftk b pbigr kqucsctcvb iks pgssbks g, fkturkdagftg, qukfib ks b`grtks gstìb gstìb agdobrgs agdobrgs g akcs icvgrsc`clkiks, ks ktcvcikigs lbagrlckcs kuagftka.
Fgstg lgfërcb, kdhufs scfkcs sg kprgsgftka> kuagftb ik prbiuèìb ig gaekdkhgfs, agdobrck fbs oëectbs kdcagftkrgs g, fb fbssb lksb, kuagftb fbs igsdblkagftbs, krakzgfkagftbs g rgspgltcvbs prblgssbs ig icstrceucèìb. Kssca, fbs þdtcabs igz kfbs, gaprgsks lba fghülcbs rgdklcbfkibs k prblgss prblgssbs bs dbhástclbs tîa kdlkfèkib rgdktcvb lrgslcagftb.
Kh rgh kr Pkdb Pkdbr r
Dbh ástclk Cftghrkik fks Dbhástclk Gaprgsks Erkscdgcrks Fb Erkscd, auctbs gaprggfigibrgs, cf-
Auctbss fg Auctb fghü hülcb lcbss gs gstìb tìb prü prüsp spgrb grbs, s, pb pbcs cs kh khrgrghkrk hk rka a ak akcb cbrr vk vkdb dbrr pk pkrk rk b ld ldcg cgft ftg> g> rë rëpc pcib ib tg tgap apb b ig rgspbstk igsig b ktgficagftb ib pgicib ktã k gftrghk ib prbiutb, `dgxcecdcikig, bpgrkfib lba dbtgs dbt gs pg pgqug qugfb fbss g vk vkrck rckib ibs, s, ics icspbf pbfcec cecdci dcikig kig ib prb prb-iutb g ua prg rgèèb nu nusstb pkrk b ldcdcg gftg.
Oë ua lrgslgftg kuagftb ib cftgrgssg pgdbs sgrvcèbs kbs ldcgftgs, lbab `ktbr ig iglcsìb ig lbaprk. Kssca, pkrk lbapgtcr lbapgtcr ega, ã
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Ib Hgrgflckagf Hgrgflckagftb tb ik Lkig Lkigck ck ig Keks Kekstglc tglc-agft ag ftb b sg be betã tãa a ag agdo dobr brck ckss lb lbab ab>> rg rgiu iuè÷ è÷gs gs ig gs gs-tbqug, agdobr kprbvgctkagftb ibs trkfspbrtgs g gdcacf gdc acfkè kèìb ìb ik ikss pg pgrik riks, s, au auctctks ks ig igdk dkss brc brchcf hcfki kiks ks ik igsfglg igsf glgssër ssërck ck iupd iupdclci clcikig kigig ig gs` gs`brèb brèbs, s, qug klbf klbf-tglga tgl ga fks fkscft cftgr` gr`klg klgss iks iksbrh brhkfc kfczkè zkè÷gs ÷gsgfv gfvbdv bdvcik ciks. s. Gstks Gst ks agd agdob obrck rckss khr khrgh ghka ka vk vkdbr dbr kbs sg sgrvc rvcèbs èbs>> akcbr lbf`ckecdcikig, `dgxcecdcikig, igsgapgfob ibs prbiutbs, cflduscvg akcbr rkpcigz fk gdkebrkèìb èì b g dk dkfè fèka kagf gftb tb ig fb fbvb vbss pr prbi biut utbs bs.. Fìb sg pbig chfbrkr qug, pkrk lkik brhkfczkèìb, sgrë fbrakd gxcstcrga ic`cludikigs, fk auikfèk ig hgstìb pkrk b lbflgctb ig Dbhástclk Cftghr Cft ghrkik kik.. K lud ludtur turkk brh brhkfc kfczkl zklcbf cbfkd kd në cfs cfstk tkdki dkik, k, ga kdhufs kdh ufslks lksbs bs,, prg prglcs lcskrë krëig igfbv fbvkk `b `brak raktk tkèì èìb, b,fb fbvks vks prëtctclk prë lks, s,b b qu qugg pb pbig igrë rëlk lkus uskr krkd kdhu huak akrg rgsc scst stîf îflc lck. k.B B sulgssb sulgs sbigpgf igpgfigrë igrëig igcf`bra cf`brakè÷gs kè÷gslbapk lbapkrtcdok rtcdokiks iks ga tbibs bs fávgcs, cflduscvg lustbs, okvgfib fglgss lg ssci ciki kig g ig ua ld ldca cakk ig lb lbf` f`ck ckfè fèk k aþ aþtu tuk. k. Ig`cfcabs ludturk brhkfczklcbfkd lbab k akfgcrk ig —sgr g khcr‑ ig igtgracfkik gaprgsk, ufcfib-sg trîs lbapbfgftgs> scstgak prbiutcvb cfstkdkib, scstgak ig lbaufclkèìb g cftgrkèìb ibs rglursbs ouakfbs g scstgak ig vkdbrgs, lrgfèks g ktctuigs vchgftgs fk brhkfczkèìb. B igsk`cb akcbr ã gqucdcerkr bs bengtcvbs gspglá`clbs ig lkik ua ibs lbapbfgftgs ik lkigck, ega lbab euslkr k lbapktcecdcikig gftrg bs scstgaks ig cf`brakèìb ibs gdbs qug, auctks vgzgs, utcdczka-sg ig pdktk`braks ic`grgftgs. Cssb sü sgrë pbssávgd lba uak fbvk vcsìb ig pdkfgnkagftb ig dbfhb prkzb.
Aks tuib cssb qug `bc agflcbfkib igAks pgfi pg fig g ig ua þf þfcl clb b gdg dgag agftb ftb b sg sgrr ou ouak akfb fb
Gestão Comercial - Módulo 4 -
Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
Cficlkibrgs ig Gaprgsks Bpgrkibrks Erkscdgcrks Ga fbssb tgrrctürcb, gxcstga vgrikigcrks `brtkdgzks lbrpbrktcvks ktukfib fb sghagftb dbhástclb, lba pkirìb cftgrfklcbfkd ig qukdcikig, fkik igvgfib ga tgrabs ig tglfbdbhck gaprghkik, icvgrsc`clkèìb ig sgrvcèbs b`grglcibs g tkaeãa pgdbs kdtbs cfvgstcagftbs ga fbvks prëtclks, qug trkzga lbapgtctcvciki lbapgtctcvcikigg ês fbssks gaprgsks.
Kt cv c iki ikigs gs Db hás tc lks ig Zbr tg
Kpgfks lba b bengtcvb ig cdustrkr k `brèk ig kdhuaks gaprgsks fklcbfkcs, kprgsgftkabs kdhufs kspgltbs ig iuks gxprgsscvks brhkfc hk fczk zkè÷ è÷gs gs,, gf gfvb vbdv dvci ciks ks lb lba a kt ktcv cvci ciki kigs gs dbhástclks ig pbrtg> Lbapkfock Pkdg ib Ucb Iblg g Hrupb Nþdcb \ca÷gs. Lbapkfock Pkdg Pkdg ib Ucb Iblg
K Pkdg ã uak gaprgsk acfgrkibrk hdbekd sgickik fb Erkscd, lba akcs ig ;:: acd gaprghkibs hk ibs,, gf gftr trg g prü prüprc prcbs bs g tg tgrlg rlgcrc crczk zkib ibs. s. \u \uks ks aþ aþddtctcpdk pdkss kt ktcv cvcik cikig igss gf gfvb vbdv dvga ga prb prbiu iuèì èìbb g lb lbaã aãrlc rlcbb ig acfãrcb ig `grrb, fáqugd, lbflgftrkib ig lberg, lkrvìb, ekuxctk, kduaáfcb, pbtësscb, lkudca g akfhkfîs igftrg butrbs acfgrkcs. Zkrk Zk rk ik ikrr su supb pbrt rtgg kb ig igsg sgfv fvbd bdvc vcag agft ftbb g gs gs-lbkagftb ik prbiuèìb, ktuk lbab bpgrkibrk dbhástclk dbhástcl k g prcbrczk prbngtbs ig hgrkèìb ig gfgrhck vbdtkibs pkrk b kutblbfsuab, ig `brak k hkrkftcr lbapgt lbapgtctcvcikig, ctcvcikig, gflurtkfib icståflc icståflcks ks g lrckfib icvgrsbs lbrrgibrgs ig gxpbrtkèìb.
Gestão Comercial - Módulo 3 -
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Pctürck, \grhcpg g Akrkfoìb. Ga 5::8, pbrtbs g tgracfkcs akrátcabs ik Pkdg abvcagftkrka 58.509 acdo÷gs ig tbfgdkiks ig lkrhk hgrkd g bs sgrvcèbs ig dbhástclk hgrkrka rglgctk erutk ig U$ 5.78? acdo÷gs, 5,8% supgrcbr k 5::0. B lbapdgxb Pkdg ã rgspbfsëvgd pbr ;9,5% ik abvcagftkèìb ig lkrhk fb Erkscd, 95,5% ik abvcagftkèìb ig lkebtkhga ig lkrhk hgrkd g 7<,<% ik abvcagftkèìb pbrtuërck erkscdgcrk ig hrkfãcs südcibs. Ks `grrbvcks kiacfcstrkiks - Gstrkik ig @grrb Lkrknës (G@L), Gstrkik ig @grrb Pctürck k Acfk Acfkss (G@PA (G@PA), ), @grrb @grrbvck vck Lgftr Lgftrb-Ktdå b-Ktdåftclk ftclk (@LK) g AU\ Dbhástclk (AU\) - trkfspbrtkrka <: ecdo÷gs ig tbfgdkiks qucdùagtrb þtcd (YMW) ig lkrhk hgrkd pkrk pkrk ldcgftgs, ga 5::8. 5::8. Ks prcflcpkcs lkrhks trkfspbrtkiks `brka> prbiutbs khrálbdks (97,?%), cfsuabs g prbiutbs ik cfiþstrck ib kèb (,;%), lbaeustávgd (0,8%), cfsuab su abss pk pkrk rk lb lbfs fstr truè uèìb ìb lc lcvc vcdd g pr prbi biut utbs bs `dbrgstkcs (<,9%) g butrbs (0,:%).
Lbab prbvgibr ig bpgrkè÷gs dbhástclks cftghrkiks, k Pkdg tga b lbaprba c ss b ig i g sg fv b d vg r s bd u è ÷g s lustba lus tbaczk czkiks iks pkr pkrkk bs ldc ldcgft gftgs, gs, b`g b`grgrglgfib ua pbrt`üdcb ic`grgflckib ig sgrvcè b s. Z k r k k tc fh c r g ss g b e n gt c v b g kprgsgftkr prbngtbs brcgftkibs pkrk k lrckèìb ig vkdbr pkrk sgus ldcgftgs, k lbapkfock lbftk lba gqucpgs ëhgcs g `dgxávgcs g akftãa k prgblupkèìb pgrakfgftg lba k ktukdczkèìb tglfbdühclk. Hrupb Nþdcb \ca÷g \ca÷gss
@ufikib ga ;370, b Hrupb Nþdcb \ca÷gs ã gspglckdczkib ga sgrvcèbs ig trkfspbrtgs, sbduè÷gs dbhástclks g butrks ktcvcikigs rgdklcbfkiks ê abvcagftkèì abvcagftkèìbb ig gqucpkagftbs gqucpkagftbs,, lkr-
Gestão Comercial - Módulo 4 -
Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
Gestão Comercial - Módulo 3 -
lkagftg, b hrupb icvgrsc`clbu suks ktcvcikigs pkrk sghagftbs k`cfs, ig `brak k b`grglgr k sgus ldcgftgs sgrvcèbs cftghrkibs. Ktukdagftg, ktuk ga icvgrsbs rkabs ik glbfback fklcbfkd, igstklkfib-sg lbab capbrtkftg prgstkibr ig sgrvcèbs k abftkibrks ig kutbaüvgcs, cfiþstrcks ig kutbpgèks, ig pkpgd g lgdudbsg, scigrþrhclks scigrþrhclks g acfgrkibrks acfgrkibrks.. Ykaeãa tga pkrtclcpkèìb ktukftg fb sghagftb ig dcapgzk urekfk, trkfspbrtg ig pkss kh g c r b s , r gv g f i k i g vg á l ud b s g a lbflgsscbfërcks, dblkèìb ig `rbtks pkrk gaprgsks g sgrvcèb rgft k lkr (kduhuãcs (kduhuãcs ig vgáludb dbss). \uk akcs fbvk cf cfcl clccktcv cvkk ã k lbfstruèìb ig ua tgracfkd cftgrabikd (rbibvcërcb vcë rcb g `gr `grrbv rbvcërc cërcb) b) ga Ctk Ctkquk qukqug quglgt lgtuek uek (Hrkfig \ìb Zkudb), qug igvgrë sgr cfstkdkib ga 5::?. Fk abikdcikig ig sgrvcèbs igiclkibs ga trkfspbrtg, b Hrupb Nþdcb \ca÷gs igsgfok, lba b ldcgftg, uak gstruturk tbtkdagftg lustbaczkik g igiclkik k ktgfigr ês fglgsscikigs gspglá`clks ig sgus ldcgftgs, fbs obrërcbs, tcpbs ig lkrhk g ktã vgáludbs pkrk suk rgkdczkèìb. \gus fþagrbs cficlka k lbapdgxcikig ig suks bpgrkè÷gs> • ?.0:: `uflcbfërcbs= • ;.53< lkacfo÷gs= • ?.?:5 kutbaüvgcs= • ??8 ùfceus= • 5?: aëqucfks • ;8.:::.::: ma pgrlbrrcibs/aîs= • 7. 7.3:: 3::.: .::: :: pks pksskh skhgcr gcrbs bs trk trkfsp fspbrt brtkkibs/aîs= • <.8: <.8::.:: :.:::: tbfg tbfgdkik dkikss trkfs trkfspbrt pbrtkiks kiks/aîs /aîs== • 9.:9 9.:99.:: 9.:::: tbfg tbfgdkiks dkiks abvca abvcagftk gftkiks/ iks/aîs= aîs= • 59.8:: - pfgus/aîs= • 0.;::.::: dctrbs ig lbaeustávgd/aîs. Lbapbstb Lbapbs tb pbr quk quktrb trb gap gaprgs rgsks, ks, lba prgibacfåflck fks bpgrkè÷gs ig trkfspbrtgs
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Gestão Comercial - Módulo 4 -
Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
lkib vkrgncstk erkscdgcrb. Ga 5::8, gstg agrlkib `kturbu U$ ;<5,<< ecdo÷gs g b Hrupb Zìb ig Kèþlkr tgvg ;<,<% ig pkrtclcpkèìb ig agrlkib, lba vgfiks tbtkcs ig U$ ;8,0 ecdo÷gs, blupkfib b sghufib duhkr fb sghagftb vkrg ncstk ib Erkscd. K rgig gstë prgsgftg ga ;9 gstkibs g fb Icstrctb @gigrkd, lba 787 dbnks, akcs ig ;,< acdoìb ig agtrbs qukirkibs ig ërgk ig vgfiks, 00 acd lbdkebrkibrgs g ;3 lgftrkcs ig icstrceucèìb.
Dbh ástclk Cftghrkik fks Dbhástclk Gaprgsks Lbagrlckcs K prëtclk ik Dbhástclk Dbhástclk Cftghrkik, Cftghrkik, lbab lbab në gxpbstb, fìb ã prgrrbhktcvk gxlduscvk ig bpgrkibrgs dbhástclbs. dbhástclbs. Kssca, gaprgsks gaprgsks erkscdgcrks ig vërcbs rkabs ig ktcvcikig tîa tbtkd igpgfiîfl iî flck ck ib ibss sg sgrv rvcèb cèbss db dbhá hást stcl clbs bs.. B ecf ecfùa ùacb cb tgapbtga pb-gsp gspkè kèbb tg tga a sci scibb ig iglcs lcscvb cvb fb fbss rgs rgsudt udtki kibs bs bpgrklcbfkcs ig auctks brhkfczkè÷gs, ks qukcs tîa, tî a, ig igft ftrg rg su suks ks ag agtk tks, s, gl glbf bfba bacz czkr kr b aë aëxc xcab ab ig tg tgap apb, b, ig igsi sigg b rg rglg lgec ecag agft ftb b ig cf cfsu suab abss kt ktã ã k gftrghk ig suks agrlkibrcks. Ik agsak `brak, bs gspkèbs icspbfávgcs, sgnka cftgrfbs, sgnka `brk iks gaprgsks, prglcska sgr ega kprbvgctkibs, kprbvgct kibs, pkrk qug bs lustbs sg rgiuzka, pgractcfib agdobrgs lbficè÷gs pkrk lbapgtcr lba k lbflbrrî lbflbrrîflck. flck. \gpkrkib pgdbs sghagftbs eësclbs ik glbfback, lbaãrlcb, cfiþstrck g sgrvcèbs, gstuikrga ik rgabs bs kd kdhu hufs fs gx gxga gapdb pdbss ig ga gapr prgs gsks ks,, qu qug g sg utcdczka ig prblgss prblgssbs bs dbhástc dbhástclbs lbs cftghrkibs.
K gstrktãhck ib Hrupb Zìb ig Kèþlkr ã icrglcbfkik pkrk k euslk pbr hkfobs ig g`clcîflck, qug pgractga bpgrkr lba igspgsks agfbrgs g akcbr lbapgtctcvcikig. Lgftrbs Lg ftrbs ig Icstrceucèìb
B hrupb sg sbdcic`clbu kb pksskr ibs kfbs, aks fìb gstklcbfbu, bpgrkfib kpgfks lba b prcflápcb eësclb ig gaprgsks vkrgncstks> —pkrk vgfigr ega, oë qug sg lbaprkr ega‑ prcflápcb ldëssclb, igvcib ês lbfstkftgs fghblckè÷gs qug gfvbdvga b sgtbr.
Dbhástclk Cftghrkik fb Lbaãrlcb • Hrupb Zìb ig Kèþlkr K Lkigck ig \uprcagftbs \up rcagftbs,, pkrk pkr k b Hrupb
Gestão Comercial - Módulo 3 -
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Gestão Comercial - Módulo 4 -
Fk rgig, k Lkigck ig \uprcagftbs lbftk lba uak kapdk gstruturk `brakik pbr ;3 Lgftrbs ig Icstrceucèìb (LIs), dblkdczkibs fks lcikig ik igss ig \ì \ìbb Zk Zkud udb, b, Er Erks ksádádck ck,, @b @brt rtkd kdgz gzk, k, Lurctcek, Ucb ig Nkfgcrb, \kdvkibr g Uglc`g, tbtkdczkfib ërgk tbtkd ig 7 acd agtrbs qukirkibs. K bpgrkèìb dbhástclk ã g`clcgftg, lba ua fávgd ig lgftrkdczkèìb ig ?7%, qug pgractg agfbrgs lustbs dbhástclbs g akcbrgs hkfobs ig prbiutcvcikig. K lbftá lbftáfuk fuk rgiuèìb rgiuèìb ig igspgsks g agdobrck ib fávgd ig sgrvcèb sìb agtks ibs prblgssbs dbhástclbs, bs qukcs cflduga> Ughcbfkdczkèìb> pk pkrk rk rg rgiu iuzc zcrr k ru rupt ptur urk, k, b lustb ig trkfspbrtgs g b tgapb ig gftrghk ibss pr ib prbi biut utbs bs fk fkss db dbnks nks.. Lb Lbab ab në ag agfl flcbf cbfki kib, b, b fávgd ig lgftrkdczkèìb ig ?7% pgractg agfbrgs lustbs g akcbr prbiutcvcikig. Fbvbs Abik bikcs> cs> cftgfsc` cftgfsc`clk clkèìb èìb ig agcbs kdtgrfktcvbs ig trkfspbrtg lbab lkebtkhga g `grrbvcërcb, lba rgiuèìb ig ktã 9:% fb lustb ib trkfspbrtg. @rbtk Btcaczkik> cftghrkèìb lba bs `brfglgibrgs ktrkvãs ig scstgak qug hkrkft rk ftgg ak akcb cbrr pr prbi biut utcv cvci ciki kig g ik `r `rbt btk k qu qug g prgstk sgrvcèb sgrvcèb kb Hrupb. Kpüs k gftrghk ibs prbiutbs fk dbnk, b agsab lkacfoìb vbdtk ê lgftrkd ig icstrceucèìb, lkrrghkib lba prbiutbs ig igtgracfkib `brfglgibr. Ugiuèìb ig rupturks> cfvgstcagftbs ga kè÷gs qug pgractga gftgfigr ks lkusks ik rupturk fb gdb `cfkd ik lkigck ig suprcagftbs ib vkrgnb, k hùfibdk. Zkrk cssb, `brka lrckiks `rgf `rgftgs tgs rgspb rgspbfsëv fsëvgcs gcs pkrk agicr g lbaektgr gssk rupturk.
@brfglgibrgs B prbhrkak ig rgdklcbfkagftb lba bs `brfglgibrgs - lokakib ig Ybp Dbh - gflgrrbu 5::0 lba ;:? gaprgsks pkrtclcpkftgs, rgspbf-
Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
Gestão Comercial - Módulo 3 -
Ughrks pkrk b Yrkfspbrtg
Bs prblgssbs dbhástclbs ib hrupb lbftka lba uak `rbtk ;::% tgrlgcrczkik, ga ua tbtkd ig ;7< trkfspbrtkibrks g akcs ig ;,< acd vgáludbs. Ybik bpgrkèìb dbhástclk fk lcikig ig \ìb Zkudb tgvg qug sg kigqukr ê ^bfk ig Aëxcak Ugstrcèìb ig Lcrludkèìb (^AUL), lbf`brag dghcsdkèìb ik prg`gcturk ig \ìb Zkudb, þdtcak rgikèìb ga 5::?, qug dcactk bs obrërcbs g k rghcìb ig lcrludkèìb ig lkacfo÷gs, lbficè÷gs pdgfkagftg ktgficiks pgdb Hrupb Zìb ig Kèþlkr. B Hrupb pbssuc mfbw-obw ga gftrghks 59 obrks, b qug `klcdctbu k capdgagftkèìb iks auikfèks fk Lkpctkd.
Agsab kssca, qukfib k lbapkfock cfclcbu lcb u suk sukss bpg bpgrkè rkè÷gs ÷gs,, kpü kpüss k vch vchîfl îflck ck iks fbvks rghrks fk lcikig ig \ìb Zkudb, bptbu pgdk gftrghk `rklcbfkik, lba vgáludbs urekfbs ig lk lkrh rhk k g vk vkfs fs.. Kb cf cfvã vãss ig rg rgkd kdcz czkr kr ua uakk þf þfcl clkk gftr gf trgh ghk, k, k lb lbap apkf kfoc ockk `k `kzz iu iuks ks bu tr trîs îs gf gftr trgh ghks ks iurkftg b ick, rgiuzcfib k lkrhk trkfspbrtkik, b qug rgsudtk ga hkfob ig g`clcîflck. • Hrupb Ak Akhkzcfg hkzcfg Duczk
Butrb `brtg gxgapdb ig lbab k dbhástclk cftghrkik tga rgdgvåflck fks gaprgsks ig lbaãrlcb vkrgncstk, b Hrupb Duczk, lba lcfqugftk kfbs ig ktcvcikig, ibfb ib Akhkzcfg Duczk, lbftk lba vërcbs Lgftrbs ig Icstrceucèìb g sg gxpkfig hrkiktcvkagftg fk rghcìb \ud g \uigst ig stg. g. B Hr Hrup upbb cf cfld lduc uc,, kd kdãa ãa ib Ak Akhk hkzc zcfg fg Duczk, uak gaprgsk ig lbfsürlcb, uak ig lkrtìb ig lrãictb g uak sghurkibrk. B hr hrup upb b ktu ktukk lb lba a vk vkrcrcki kiks ks `b `bra rakt ktkè kè÷g ÷gss ig
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Gestão Comercial - Módulo 4 -
Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
Wa lgftrb ig icstrceucèìb auctb abigrfb `bc lrckib fb gstkib ig \kftk Lktkrcfk, fk lcikig ig Fkvghkftgs, lba ;: acd agtrbs qukirki ir kibs bs,, pk pkrk rk kt ktgf gfig igrr 8: db dbnk nkss ik rg rghc hcìb ìb.. Gstrktghclkagftg gslbdocik, Fkvghkftgs kprgsgftk-sg lbab capbrtkftg pbdb audtcabikd ig trkfspbrtgs - lbfstrüc, ktukdagftg, ua pbrtb qug gstkrë cftghrkib lba b kgrbpbrtb ik rghcìb, lba k akdok `grrbvcërck g rbibvcërck pkrk b agrlkib cftgrfb g gxtgrfb. Bpgrkè÷gs ig Icstrceucèìb
Bs lgftrbs ig icstrceucèìb, igvcikagftg okrabfczkibs ês bpgrkè÷gs iks dbnks, hkrkftga khcdcikig tãlfclk g abigrfczkèìb ik krakzgfkhga, caprcacfib akcbr vgdblcikig g sghurkfèk fks bpgrkè÷gs cftgrfks. Zkrk qug ks bpgrkè÷gs `uflcbfga lba qukdcikig, bs usuërcbs ibs gqucpkagftbs, caprgssbrks g prbhrkakèìb ib lbdgtbr (sgpkrkèìb, lbf`grîflck g icstrceucèìb) rglgega trgcfkagftb cftgfscvb, lba b gfvbdvcagftb ig vërcks ërgks ik gaprgsk> Dbhástclk, Uglursbs Ouakfbs, Gxpkfsìb g \ghurkfèk. Ga 5: 5::? :?,, fk rg rghc hcìb ìb ik Hr Hrkf kfig ig \ì \ìb b Zkudb, b hrupb kercu 7: dbnks ig uak sü vgz, lba `brtg pdkfgnkagftb iks kigqukè÷gs dbhástclks, cfclckib ga 5::8. Zkrk tkftb, cfkuhurbu b Lgftrb ig Icstrceucèìb Ekfigcrkftgs, ga Dbuvgcrk-\Z, lcikig tkaeãa gdgctk ig `brak gstrktãhclk igvcib, gftrg butrks nustc`clktcvks, suk pbscèìb gstrktãhclk, ga rgdkèìb ês rbibvcks dblkcs.
Cf`rkgstrutur Cf`rkg strutur k g Cfvg Cfvgstcagftbs stcagftbs
Dbhástclk g Yrkfspbrtg
K dbh dbhást ástclk clk ik rgi rgig g ã pr prüpr üprck, ck, aks b trkfsp trk fspbrt brtg g ã tgr tgrlg lgcrc crczki zkib, b, lb lbftk ftkfi fib b lb lba a kprbxcakikagftg ;.5:: vgáludbs. Lbapdgagftk b trkfspbrtg lba lburcgrs - pgqugfbs vgáludbs bu abtblcldgtks -, pkrk gftrghks ig vgfiks pbr g-lbaagrlg. B LI Ekfigcrkftgs ktgfig ês lcikigs ib sud ig Acfks Hgrkcs, dctbrkd pkudcstk g rghc÷gs ig Lkapcfks, \brblkek g Pkdg ib Zkrkáek, kdãa ig \ìb Zkudb. Ã b akcbr g b akcs abigrfb ik rgig, lba ?; iblks, ;<5.::: a < ig krakzgfkhga, ;.::: pbscè÷gs ig rklms, ;? gapcdokigcrks gdãtrclks, <5 trkfspkdgtgcrks gdãtrclks g 9: ocirëudclks. Kdãa Kdã a ib LI Ekfi Ekfigcr gcrkft kftgs, gs, k gap gaprgsk rgsk pbssuc butrks lcflb ufcikigs> Ucegcrìb Zrgtb \Z, Cecpbrì ZU, Lkxcks ib \ud U\, Fkvghkftgs \L g Lbftkhga AH. Gstk gstruturk lbapdgxk `gz, ga 5::8, 58< acd gftrghks pbr aîs, 97 acd vgáludbs butebufi, 5; acd vgáludbs cfebufi g akcs ig ;5.8::.::: ufcikigs abvcagftkiks.
Gestão Comercial - Módulo 3 -
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Lbaprk ig pksskhga kãrgk
Cakhcfg uak sglrgtërck, cfluaecik ig `kzgr k lbaprk ig uak pksskhga ig cik g vbdtk (\ìb Zkudb - Akirc), lba rgsgrvks ga obtgd pbr tkftbs icks. Fgstg prblgssb, cfþagrks dchkè÷gs grka rgkdczkiks, k `ca ig vgrc`clkr ks agd agdobr obrgs gs bp bpè÷g è÷gss ig prg prgèb, èb, lba lbapkf pkfock ock kãrgk g obtãcs gtl. Fbs icks ig obng, pkrk lbaprk ik pksskhga, k sglrgtërck klgssk sctgs iks gaprgsks g obtãcs, cigftc`clk k agdobr bpèìb g `kz ks rgsgrvks. Fk sgquîflck, kpüs lbf`crakr tbiks ks lbficè÷gs, rgkdczk b pkhkagftb ik pksskhga pgdk Cftgrfgt ê lbapkfock kãrgk g gstk icspbfcecdczk, vck bf-dcfg, k pksskhga ib gxglutcvb, `cfkdczkfib b prblgssb. Fb ick ib gaekrqug, ig pbssg ig lüpck caprgssk ik pksskhga, b gxglutcvb sü tgrë qug ktgfigr ês `brakdcikigs ib vbb, lbab loghkr lba k kftglgiîflck gxchcik pgdk gaprgsk, abstrkr k pksskh pksskhga, ga, rgkdczkr bs prblgicagftbs ig loglm-cf g gaekrlkr pkrk suk vckhga ig fghülcbs.
Gestão Comercial - Módulo 4 -
Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
Gestão Comercial - Módulo 3 -
igvg sgr rbtcfk, aks pbig klbftglgr. Zkrk k akcbrck iks gaprgsks, qukfib tkd `ktb klbftglg, oë uak cf`cfcikig ig gs`brèbs pkrk qug b pksskhgcrb fìb sgnk prgnuiclkib, ega lbab, sg obuvgr kdhua tcpb ig kvkrck fk akdk bu ekhkhga ib pksskhgcrb, hgrkdagftg ua sghurb lberg ks igspgsks ig lbfsgrtb, sga fgfoua lustb pkrk b ldcgftg, kssuacfib tbtkdagftg k rgspbfskecdcikig pgdb prbedgak.
Zrblgicagftbs ig Bpgrkè÷gs lba Lkrhks Zkrk cdustrkr ega b kspgltb cftghrkib ik Dbhástclk, fgstg tcpb ig ktcvcikig, vkabs igabfstrkr kdhufs prblgicagftbs ig bpgrkè÷gs lba lkrhks, qug sìb prgstkibs pgdks lbapkfocks kãrgks. Gaprgsk qug `churk gftrg ks dáigrgs ga sgrvcèbs ig vckèìb vckèìb kãrgk, k Hbd Dcfoks Kãrgks Cftgd Cf tgdchg chgftg ftgss ã uak lba lbapkf pkfock ock lrc lrckik kik pgd pgdbb Hrupb Ëurgk, hrupb erkscdgcrb ig trkfspbrtg rbibvcërcb, lba cfálcb ig suks ktcvcikigs ga nkfgcr fg crb b ig 5: 5::; :;.. \g \guu be beng ngtctcvb vb ig b` b`gr grgl glgr gr pksskhgfs k prgèbs klgssávgcs ê akcbr pkrtg ibs erkscdgcrbs `bc kprbprckib k uak ãpblk ga qug 37% ik pbpudkèìb erkscdgcrk fìb tcfok klgssb k kvc÷gs lbab agcb ig trkfspbrtg. Zgdks pgsqucsks, akcs ig 57 acdo÷gs ig pgssbks fb pkás abstrkvka-sg icspbstks k vbkr.
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sks kãrgks akcs g`clcgftgs ib aufib, lba pksskhgfs pksskh gfs kãrgks k prgèbs klgssávgcs klgssávgcs g sgrvcèbs ig qukdcikig. Zkrk `klcdctkr b gftgficagftb, DLL schfc`clk Dbw Lbst Lkrrcgr (Yrkfspbrtkibrk lba Lustb Lu stb Ek Ekcxb cxb,, ga pbr pbrtu tuhuî huîs). s). \ìb lb lbapk apkfoc focks ks qug qu g fì fìb b b` b`gr grgl glga ga ab abri riba back ckss ga pr prbd bd ig pk pkssskhg sk hgfs fs kã kãrg rgks ks k ua pr prgè gèbb cf cflr lrcv cvgd gdag agft ftg g ek ekcx cxb. b. Lbab gxp Lbab gxpkf kfsì sìbb ig sg sgrvc rvcèb èbss b` b`grt grtkib kibs, s, cflducu ga sgu abigdb ig fghülcbs b trkfspbrtg ig lkrhks, trkzgfib fbvk lbflgpèìb pkrk b lbfvgflcbfkd scstgak ig lkrhks, igcxkfib ig bpgrkrr fb lbflgctb bpgrk lbflgctb —pgsb x icståflck‑ icståflck‑ pkrk utcdczkr b lbflgctb ig —tgapb x lbfvgfcîflck‑.
Yrkfspbrtg ig Lkrhks g Gflbagfiks
Fgstg lbftgxtb, surhcu k Hbddbh, sgrvcèb ig lkrhks kãrgks, qug sghug bs prcflápcbs ig pbftukdcikig, cfbvkèìb, `rgquîflck, lustb g tkrc`ks rgiuzcibs g qug vga lbfqucstkfib b agrlkib ig trkfspbrtg ig lkrhks g gflbagfiks. K Hbddbh Hbddbh lbf lbftk tk lba kapdk akdok akdok kãrgk g supb su pbrt rtg g ib ab abik ikdd rb rbib ibvc vcër ërcb cb pk pkrk rk gf gftr trgh ghks ks g lb lb-dgtk dg tks. s. Wtc Wtcdcz dczk k bs bs pb pbr÷ r÷gs gs ik `rb `rbtk tk Hb Hbdd g rgp rgprg rg-sgftk akcs ig <% ib `kturkagftb hdbekd ik gaprgsk Ks bpgrkè÷gs ga 98 ufcikigs, dblkdczkiks ga 9< lcikigs fb Erkscd, lbflgftrka-sg fb trkfspbrtg g akfusgcb iks lkrhks, qug fìb cftgr`grga fk prbiutcvcikig iks kgrbfkvgs fb sbdb. Fk Kaãrclk Dktcfk, ktukdagftg sìb sgtg eksgs> Eugfbs Kcrgs, Lüribek g Ubsërcb (Krhgft hg ftcf cfk) k),, Ks Kssu sufè fèìb ìb (Z (Zkr krkh khuk ukc), c), \k \kft ftk k Lru Lruzz ig dk \cgrrk (Ebdávck), \kftckhb (Locdg) g Dcak (Zgru). K `rbtk ig vgáludbs ik Hbddbh gstë lbfgltkik ê akdok kãrgk gxcstgftg, b qug pbsscecdctk
Gestão Comercial - Módulo 4 -
Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
Dbhástclk Cftghrkik fks Cfiþstrcks Ks cfiþstrcks tîa bs prblgssbs dbhástclbs lbab lb ab `k `ktb tbrr ig igtg tgra racf cfkf kftg tg ig su sukk pb pbdádátctclk lk ig hg hgsstìb ig aktgrckcs. Kdhuaks tîa ebk pkrtg ig suks gstrktãhcks ig prbiuèìb g ig akrmgtcfh `ufikagftkiks ga hkfobs dbhástclbs. B sgtbr ig kdcagftbs ã `brtgagftg akrlkib pgdk fglgsscikig ig ebks prëtclks ig hgstìb ik rglgpèì lgp èìb b ig akt aktãrc ãrck-p k-prca rcak, k, prb prblg lgssb ssbss prb prbiu iutcv tcvbs bs g gslbkagftb ik prbiuèìb. Igftrg ks hrkfigs cfiþstrcks ib sgtbr, igstklk-sg b hrupb Fgstdã, ga fbssb tgrrctürcb. Gaprgsk aufickd ig kdcagftbs g futrcèìb, fkslcik fk \uáèk ga ;?00, pgdk cfclcktcvk ig Ogfrc Fgstdã, kdgaìb qug cfvgftbu k prcagcrk `üraudk ig kdcagftb cf`kftcd - @krcfok Dëltgk -. Në ga ;?80, b Erkscd capbrtkvk g lbagrlckdczkvk k @krcfok Dëltgk. Ga tgrrks erkscdgcrks, k Fgstdã, ga ;35;, cfclcbu k prbiuèìb ib Dgctg Abèk, sgu prcagcrb prbiutb, fk lcikig ig Krkrks (\Z). \ulgssb betcib, vërcbs butrbs prbiutbs `brka dkfèkibs g, ktukdagftg, sìb lbagrlckdczkibs fb tgrrctürcb erkscdgcrb akcs ig ;.::: ctgfs lba k akrlk Fgstdã. Kdãa ig prbiutbs pkrk kdcagftkèìb g futrcèìb ouakfk, b hrupb prbiuz kdcagftbs pkrk kfcakcs ig gstcakèìb.
Gestão Comercial - Módulo 3 -
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Gestão Comercial - Módulo 4 -
lbapgtîflck, gxpgrcîflck ig sgus prb`csscbfkcs g tglfbdbhck tglfbdbhck ig pbftk. Kb rglgegr rglgegr ua pgicib ig lbaprks ib ldcgftg, k ërgk ig vgfiks ik gaprgsk icspkrk ua lbapdgxb prblgssb> qug g cfl cflduc duc pgi pgicib cibss ig ig ak aktãtã• @k @kerclkèì erclkèìb b , qu rck-prcak g gaekdkhgf gaekdkhgfs, s, kbs `brfglgib `brfglgibrgs= rgs= • Yrkfspbrtg g gstblkhga iks aktãrcks-prcaks g kdcagftbs tgracfkibs= • Zrblgssb ig `cfkfèks g lbftrbdg ig lbaprk iks aktãrcks-prcaks g butrbs cfsu-
abs, aìb-ig-berk g `kturkagftb ibs prbiutbs tgracfkibs (lbftks k pkhkr g k rglgegr)= • Icstrceucèìb ibs prbiutbs kbs ldcgftgs. • Yrkekdob `gctb icrgtkagftg fbs pbftbs-ig-vgfik, lbab aktgrckcs ig icvudhkèìb,
pbftbs-gxtrks gtl. Gstgs prblgssbs dbhástclbs ktgfiga suks 50 uf ufcik cikig igss cfi cfius ustrc trckc kcss cfs cfstkd tkdki kiks ks ga \ì \ìb b Zk Zkudb udb,, Acfks Hgrkcs, Ekock, Hbcës, Ucb ig Nkfgcrb, Ucb Hrkf Hr kfig ig ib \u \udd g Gs Gspá párc rctb tb \k \kft ftb. b. \g \gus us Lg Lgft ftrb rbss ig Icstrceucèìb gstìb dblkdczkibs ga \ìb Egrfkrib ib Lk Lkap apb b (\ (\Z) Z),, Lb Lbri rigc gcrü rüpb pbdcdcss (\ (\Z) Z),, Ug Uglc lc`g `g (Z (ZG) G),, \kdvkibr (EK) g Egdãa (ZK), g sgus igpüsctbs `c`clk lka a fk fkss lc lcik ikig igss ib Uc Ucb b ig Nk Nkfg fgcr crb b (U (UN) N),, Eg Egdã dãa a (ZK), \kdvkibr (EK), Ucegcrìb Zrgtb (\Z).
B Hrupb Fgstdã, igvcib ê lbapdgxcikig ig suks bpgrkè÷gs, fglgssctk ig prblgssbs dbhástc-
Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
lbs cftghrkibs g qug tgfoka `dgxcecdcikig lbftáfuk, fu k,pk pkrk rkqu qug g k rg rgig igig igld ldcg cgft ftgs gskt ktgf gfic icik ik,, ga gaak akcs cs ig ;. ;.0:: 0:: auf aufclá clápcb pcbs, s, `cq `cqug ug sg sgapr aprgg ke kekst kstglc glcik. ik. B scstgak, kdcagftkib pbr 9: acd `brfglgibrgs ktcvbs, kekstglg k Fgstdã lba akcs ig 5<: acd tbfgdkiks ig kèþlkr, 77 acd tbfgdkiks ig lk`ã, quksg <7 acd tbfgdkiks ig lklku g akcs ig ;,7 ecdoìb ig dctrbs ig dgctg. Khgftgs `ufikagftkcs fk Lkigck ig \uprcagftbs, ks trkfspbrtkibrks ik Fgstdã gxgrlga pkpgd prgpbfigrkftg fb kekstglcagftb ig aktãrcks-prcaks, gaekdkhgfs g prbiutbs klkekibs, tkftb pkrk ks `ëerclks g lgftrbs ig icstrceucèìb qukftb icrgtkagftg kbs ldcgftgs, kpbftkfib rëpciks g g`clkzgs rgspbstks ês lrgslgftgs fglgsscikigs ik lbrpbrkèìb.
Kb gst ui uikra kra bs lb lbab ab gap rgs ks ig ütcab fávgd trkekdoka, cflctkab-fbs k rg`dgx÷gs g, lbfsgqugftgagftg, k ktct ktct uigs, pbcs pbig pbigabs abs sg sgrr sg sgaprg aprg ag agdobrg dobrgs. s. Fbssk agtk ã sgr akcs ua k rg`grîflck rg`grîflck fb agrlkib ga qug ktukabs.
Hrë`clb ik Lkigck Dbhástclk ik Fgstdã Igsgfvbdvcagftb ig Zrbiutb Icvudhkèìb ib Zrbiutb
Zuedclcikig Zrbabè÷gs
Lbftktb lba Ldcgftg (Pgfiks)
Zgicib ig Lbaprk
Gestão Comercial - Módulo 3 -
Kè÷gs ga Zbftbs-ig-Pgfik Akrmgtcfh ig Akrmgtcfh ig Ugdklcbfkagftb Aktãrck-prcak g Gaekdkhga
Yrkfspbrtg g Gstblkhga
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Gestão Comercial - Módulo 4 -
Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
Ku dk 5
;- K gxtgfsk rgig ig cftgr-rgdklcbfkagftbs gftrg sgtbrgs hgrk `duxbs. Ksscfkdg k kdtgrfktcvk qug cigftc`clk bs `duxbs>
k. ( e. ( l. ( i. (
) `duxb kãrgb kãrgb “ `duxb `duxb rbibvcër rbibvcërcb cb “ `duxb `duxb ig pkpãcs pkpãcs ) `duxb ig cf`brak cf`brakè÷gs è÷gs “ `duxb `duxb `ásclb `ásclb “ `duxb `duxb `cfkflgcrb `cfkflgcrb ) `duxb ig icfogcr icfogcrbb “ `duxb ig prbprcg prbprcgikig ikig - `duxb `duxb ig ctcfgrërcb ctcfgrërcbss ) `duxb ig dáquci dáqucibs bs “ `duxb ig südcib südcibss “ `duxb ig aktgrck aktgrckcs cs hksbsbs hksbsbs
5- K abvcagftkèìb ig egfs g agrlkibrcks, cflducfib igvbduè÷gs g sgrvcèbs sbdclctkibs, hgrk ua `duxb. Ksscfkdg k kdtgrfktcvk lbrrgspbfigftg>
k. ( e. ( l. ( i. (
) `dux `duxbb kslg kslgfig figftg ftg ) `dux `duxbb igsl igslgfig gfigftg ftg ) `du `duxb xb `á `áscl sclbb ) `duxb `duxb ig cf`br cf`brakè÷ akè÷gs gs
<- Ksscfkdg k kdtgrfktcvk qug agflcbfk bs hrupbs eësclbs ik Lkigck ig \uprcagftbs>
k. ( e. ( l. ( i. (
) gaprggfigibr gaprggfigibrgs gs - `brfglgibrg `brfglgibrgss “ `cfkflgcrks `cfkflgcrks “ lgftrbs lgftrbs ig icvudhkèì icvudhkèìbb ) lbaufclkibrgs lbaufclkibrgs “ akfu`kturgcrks- lgftrbs ig icstrceucèìb icstrceucèìb - lbfsuacibrgs ) `brfglgibrgs `brfglgibrgs “ akfu`kturgcrks- lgftrbs ig icstrceucèìb icstrceucèìb - lbfsuacibrgs ) `brfglgibrg `brfglgibrgss “ khîflcks khîflcks ig prbabèìb prbabèìb - lgftrbs lgftrbs ig icstrceucèìb icstrceucèìb - lbfsuacib lbfsuacibrgs rgs
9- Fb dgvkftkagftb ig gaprgsks cficlkibrks ig gxlgdîflck ga bpgrkè÷gs dbhástclks, k Pkdg (Lbapkfock Pkdg ib Ucb Iblg), ktuk ga Dbhástclk, lba k `cfkdcikig prcflcpkd ig>
k. ( e. ( l. ( i. (
) igsgfvbdvc igsgfvbdvcagft agftbb g gslbkagf gslbkagftb tb ik prbiuèì prbiuèìb b ig sbnk ) supbrtg supbrtg kb igsgfvbdv igsgfvbdvcagft cagftb b g gslbkagft gslbkagftb b ik prbiuèìb prbiuèìb ) igsgfvbdvc igsgfvbdvcagft agftbb g gslbkagft gslbkagftb b ik prbiuèìb prbiuèìb ig lk`ã lk`ã ) supbrtg supbrtg kb lrgslca lrgslcagftb gftb ibs ibs ekflbs ekflbs erkscdgcr erkscdgcrbs bs
7- Fb dgvkftkagftb ig gaprgsks cficlkibrks ig gxlgdîflck ga bpgrkè÷gs dbhástclks, b Hrupb Zìb ig Kèþlkr `kz cftghrkèìb cftghrkèìb lba bs `brfglgibrgs ktrkvãs ig scstgak qug hkrkftg hkrkftg akcbr prbiutcvcikig ik `rbtk. Kpüs k gftrghk ibs prbiutbs fk dbnk, b agsab lkacfoìb vbdtk ê lgftrkd
Gestão Comercial - Módulo 3 -
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KWDK < YGFI YG FIÎF ÎFLC LCK\ K\ GA DBHÁ DBHÁ\Y \YCL CLK K
Lkigcks Lk igcks Dbhástcl D bhástclks ks Zkrk `cfkdczkr k prcagcrk gtkpk ibs gstuibs ga dbhástclk, lbfoglgr kdhuaks cf`brakè÷g ÷gss qug bs ku kuxc xcdcdckka k lbf bftg tgxxtu tukd kdcz czkr kr tgfiîflcks ik Dbhástclk aufickd g qukdc`clkè÷gs,, ã capbrtkftg è÷gs capbrtkftg pkrk qug pbsska pbsska sgr `uflcbfërcbs igstklkibs ga suks lkrrgcrks. Igstk akfgcrk, vkabs `kdkr ua pbulb sberg ks igrcvkè÷gs iks ktcvcikigs dbhástclks.
Zrcflcpkcs Gdbs ik Lkigck Lk igck Dbhástclk Dbh ástclk Ga tbik k ocstürck ik ouakfcikig, gxgapdbs acdctkrgs cdustrkrka prgblupkè÷gs dbhástclks. Ga fbssb pkás, pbr gxgapdb, fb lbf`dctb krakib akcs iurkiburb qug blbrrgu fb lbftcfgftg kagrclkfb, k Hugrrk ibs @krrkpbs bu @krrbupcdok, qug sg igsgfrbdbu ig ;?<7 k ;?97, tbiks ks abvcagftkè÷gs ig trbpks, qugr ibs rgvbdulcbfërcbs, qugr iks
Gestão Comercial - Módulo 4 -
Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
Gestão Comercial - Módulo 3 -
xcstgftgs g b trkfspbrtg dcactkib kb usb ig kfcakcs. Fìb sg pbig iczgr qug gxcstck cf`rkgstruturk vcërck, pbcs eurklbs fìb `kdtkvka vk a fk fkss gs gstr trki kiks ks,, sg sga a `k `kdk dkrr ik ikss ërg ërgks ks kdkhkiks, pbftgs igstruáiks gtl. Ikik k prglkrcgikig hgrkd, b fávgd ig pgriks iks agrlkibrcks agrlki brcks grk gfbrag gfbrag,, ês vgzgs, prbpbrlcbfkd kb gs`brèb dbhástclb, lkrgftg ig cf`brakè÷gs prglcsks sberg igakfik, lbficè÷gs iks gstrkiks gtl.
Fk ktukdcikig, hukrikiks ks igvciks prbpbrè÷gs, qukdqugr prbedgak fìb lbftrbdkib fb scstgak ig rglgecagftb, krakzgfkhga bu ig trkfspbrtg g cf`rkgstruturk klkrrgtk ga pgriks, ks q ukcs, vcscvgdagftg vcscv gdagftg,, igabfstrkrìb b hr ku ig g`cg`clcîflck ik lkig lkigck ck db hástclk. Ga sgtbrgs sgfsávgcs k pgriks lbab b ig kdcagftbs, tga tg a sg pu pued edcl clk kib ua uak k qu quk kft ftci cik kig gfbrag ig igspgriálcb ga ua pkás kcfik kssbdkib pgdbs ebds÷gs ig pbergzk.
Kb fbs trkfspbrtkrabs ib pgrábib ib capãrcb pkrk ua akcs rglgftg, akcs prglcskagftg igpbcs ik CC Hrkfig Hugrrk, vgrgabs qug bs prblgs prb lgssbs sbs dbh dbhást ástclbs clbs kpd kpdclk clkibs ibs ês cfiþ cfiþstr strcks cks tîa suks su ks vg vgrtg rtgft ftgs gs au auctctbb pr prüx üxcak cakss ês fg fglg lgss ssci ciki kigs gs qug, ga butrbs tgapbs, klbftglcka klbftglcka fks bpgrkè÷gs acdctkrgs, lba kdhuaks abic`clkè÷gs. abic`clkè÷gs.
Fbs icks ig obng...
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Igrcvkè÷gs ik Dbhástclk
Dbhástclk ig \uprcagftbs Kpgskr iks bpgrkè÷gs ig qukdqugr gaprgsk sgrga láldclks, lba cfálcb, prblgsskagftb, `cfkdczkèìb ik prbiuèìb g fbvb cfálcb= prglcskabs cigftc`clkr bfig —lbagèka‑ bs prblgssbs ig prbiuèìb. Igstk `brak, ks ktcvcikigs ig suprcagftbs gstìb fb cfálcb ib lcldb ibs prblgssbs dbhástclbs. Fgstk `ksg, k Dbhástclk pdkfgnk, capdgagftk g lbftrbdk bs `duxbs `ásclbs ig aktãrcksprcaks g aktgrckcs g cf`brakè÷gs rgdklcbfkiks ibs `brfglgibrgs ktã k gaprgsk ldcgftg. Fgstg pdkfgnkagftb, prglcsk-sg iglcicr sberg bpè÷gs qug trkhka g`clëlck kbs `duxbs ig suprcagftbs pkrk k prbiuèìb ik gaprgsk. K Db Dbhá hást stclk clk ig \u \uprc prcagf agftb tbss lbf lbftrc trceug eug lba agdo ag dobr brck ckss fb fbss fá fávg vgcs cs ig sg sgrv rvcè cèbs bs pr prgs gstk tkib ibss g rg rg-iuè÷gs ig lustbs dbhástclbs fk Lkigck ig \uprcagftbs, vckecdczkfib vkftkhga lbapgtctcvk sustgftëvgd, pkrk ks gaprgsks gfvbdvciks. K Dbhástclk ig ig \uprcagftbs tga pkrtclcpkèìb ga ktcvcikigs icrgtkagftg dchkiks k> k- Zrbiutb> igsgfvbdvcagftb, gspglc`clkèìb g prbngtb ig prbiutb= e- Zdkfgnkagftb Zdkfgnkagftb ik Zrbiuèìb> Zrbi uèìb> prgvcsìb ig igakfik cftgrfk=
Gestão Comercial - Módulo 4 -
Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
Dbhástclk ig Zrbiuè ìb Gaprgsks, fks qukcs k prbiuèìb sg gxpkfig pkrk dkrhk gslkdk, bu pkssk k tgr akcbr fávgd ig lbap lbapdgxcik dgxcikig, ig, prglcska sg kpbckr ga ua pdkfgnkagftb akcs icrglcbfkib ê prbiuèìb, fb lksb, b ZLZ (Zdkfgnk(Zdkfgnkagftb g Lbftrbdg ik Zrbiuèìb), tkaeãa lokakib ig ZZLZ (Zdkfgnkagftb, Zrbhrkakèìb g Lbftrbdg ig Zrbiuèìb). Lbab ks schdks gxpdclka, gstgs pdkfg nkag nk agftb ftbss cf cfic iclka lka ag agdo dobr brgs gs sbd sbduè÷ uè÷gs gs pkr pkrkk hgrgflckagftb ib prblgssb prbiutcvb, cflducfib bpgrkè÷gs dbhástclks icrgtb ib loìb ig `ëerclk g k prbiuè prbiuèìb ìb ga sc. Fglgsscikigs ig rglgecagftb, akfusgcb g trkfspbrtg cftgrfb ibs gstbqugs prbiutcvbs sìb kdhuaks iks cf`brakè÷gs qug lbap÷ga gstg pdkfgnkagftb. Fks gaprgsks ig hrkfig pbrtg, bfig k lbapdgxcikig ibs prblgssbs cfiustrckcs ã auctb hrkfig, lba gxtgfsb vbduag ig aktgrckcs, tgrck cs, bpgrërcbs bpgrërcbs g aëqu aëqucfks cfks,, k hgst hgstìb ìb ib ZLZ ã tbtkdagftg cf`braktczkik.
\g, fb c fálcb ig fbssbs gstuibs, \g, s kd kd c gf gf t ka ka b s k f gl gl gs gs sc s c i ki ki g i g s g betgr hkfobs ig tgapb g gspk gspkèb, èb, ks bpgrkè÷gss d bhástclks ig prbiu èìb tîa bpgrkè÷g auctk r gspbfskecdcikig sberg gstk fglgsscikig.
Dbhástclk ig Icstrceucèìb g Yrkfspbr Yrkfspbr tg Bs hgstbrgs igstg gdb ik Lkigck ig
Gestão Comercial - Módulo 3 -
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Glbfbacks igsgfvbdvciks, igsgfvbdvciks, ga igsgfigsgfvbdvcagftb bu sueigsgfvbdvciks fìb prbspgrka sg fìb obuvgr cfvgstcagftbs fbs scstgakss ig cf`rkgstruturk ig trkfspbrtg scstgak tr kfspbrtg..
Gestão Comercial - Módulo 4 -
Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
Gestão Comercial - Módulo 3 -
B abib rbibvcërcb ã b akcs utcdczkib fb Erkscd, lkuskfib gxtrgak igpgfiîflck ig ebk akfutgfèìb iks rbibvcks, b qug fga sgaprg klbftglg, kpgskr ibs lustbs lba pgiëhcbs. Kigakcs, k akfutgfèìb hgrkd, pfgus g lbaeustávgcs, kapdck ks igspgsks bpgrklcbfkcs pbr gstg tcpb ig abikd, cf`dugflckfib fb prgèb `cfkd ib prbiutb b`grglcib kb lbfsuacibr.
Agcbs ig Yrkfspbrtg
Ga Db Dbhá hást stcl clkk ig Ic Icst strce rceucè ucèìb ìb g Yrkf rkfsp spbrt brtg, g, k qu qugs gstì tìbb ã lb lbfo fogl glgr gr,, ci cigf gftctc`c`clk lkrr g gs gslb lbdo dogr gr ig igfftrg bs icvgrsbs agcbs ig trkfspbrtg, qukd k agdobr bpèìb pkrk igtgracfkik bpgrkèìb. Gstk tkrg`k fìb ã gxlduscvk ik Dbhástclk gxtgrfk. Igftrb iks brhkfczkè÷gs, lba ks vkrckiks abvcagftkè÷gs ig lkrhks, prbiutbs g lbapbfgftgs, gstks iglcs÷gs tkaeãa klbftglga. Kssca, qukdqugr prblgssb, qug fglgssctg ig kdhua agcb ig trkfspbrtg, igvg gstkr kdclgrèkib ga prgacssks ciîftclks ê lbaprk ig qukdqugr qukdq ugr butr butrkk agrlk agrlkibrck ibrck>> tbak tbakfib fib lbab eksg k qukdcikig, b prgèb g b sgrvcèb. \g ks gaprgsks prglcska dblbabvgr sgus prbiutbs, kssghurkfib prbftk-gftrghk, lba ua aáfcab ig gxtrkvcb bu ikfb ê lkrhk, b `ktbr trkfspbrtg ã gstrktãhclb. K ab abvca vcagf gftk tkèì èìbb ib ibss prb prbiu iutb tbss pb pbig ig sg sgrr `g `gctctk k ig vër vërcbs cbs abi abibs bs>> rbi rbibvc bvcërc ërcb, b, akr akrátátcab cab,, `gr `grrbv rbvcër cërcb, cb, kgrbv kg rbvcë cërcb rcbgg oc ocir irbv bvcë cërcb rcb.. K gs gslb lbdo dok k ik ag agdob dobrr bp bpèì èìb b igpgfi igp gfigg ig kfë kfëdcs dcsgg ibs ibslus lustbs tbs,, lkr lkrklt kltgrá grástc stclk lkss ig sgrvcèbs, rbtks pbssávgcs, lkpklcikig ig trkfspbrtg pbr tg,, vg vgrsk rsktcd tcdcik cikig ig,, sg sghur hurkfè kfèk k g rkp rkpcig cigz. z.
Dghcsdkèìb _ Yrkfspbrtgs
Lbab në kprgsgftkib, oë aufclápcbs ga qug k dghcsdkèìb klkek cftgr`grcfib fgstks iglcs÷gs, lbab blbrrg fk lcikig ig \ìb Zkudb\Z, ga qug obuvg kuagftb fk utcdczkèìb ig vgáludbs ib tcpb PWL “ Pgáludb Wrekfb ig Lkrhk. Abikdcikigs ig Lustb
Lkik tcpb ig abikd tga lustbs g lkrkltgrástclks bpgrklcbfkcs prüprcks, qug bs tbrfka akcs kigqukibs pkrk lgrtbs tcpbs ig bpgrkè÷gs g prbiutbs. Ybik abikdcikig tga suks vkftkhgfs g igsvkftkhgfs. Kigqukr b gqucpkagftb kb tcpb ig lkrhk k sgr trkfspbrtkik pbig schfc`clkr auctk glbfback.
YCZB YC ZB IG LKU LKUHK HK
G[WC G[ WCZ ZKAG KAGFY FYB B KIG KIG[W [WKIB KIB
• rg`rc rg`rchgrkft hgrkftgs gs / egeci egeciks ks
• lkacf lkacfoìb oìb tcpb scigr
• prb prbiut iutbs bs fks lci lcikig kigss
• lka lkacfo cfoìbìb-tbl tblbb
• lkrhk k hrkfgd
• lkrrgtk hrkfgdgcrk
• aüvgcs
• lkacfoìb-ekþ
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Gstks, Gstk s, gf gftrg trg but butrks rks,, sì sìbb vkr vkrcëv cëvgcs gcs qu qug g `kzga `kz ga pkr pkrtg tg ik gst gstrut ruturk urk Dbh Dbhás ástcl tclk k ig ics icstrc trceuc eucèì èìb. b. Zbrã Zb rãa, a, sg k db dbhá hást stcl clkk fì fìbb ku kuxc xcdcdckr kr fk ag agdo dobr brck ck ig igsgapgfob g fk rgiuèìb ibs lustbs, bs sgrvcèbs ig trkfspbrtg fìb sgrìb lbapgtctcvbs. Kdãa ik qugstìb iks iglcs÷gs sberg trkfspbrtg, igvgabs dgaerkr qug bs dblkcs, bfig sgrìb lbdblkibs bs prbiutbs, tkaeãa sg vkdga ig lbfoglcagftbs dbhástclbs kssblckibs ês ktcvcikigs ig Akrmgtcfh g ig Lbagrlckdczkèìb/Pgfiks. Ã lbaua utcdc utcdczkr-s zkr-sgg k igfbacfkèìb igfbacfkèìb ig Hgrgftg ig Lkfkcs pkrk prb`csscbfkcs gspglckdcstks ga icstrceucèìb, bs qukcs `kzga k dchkèìb gftrg b `kerclkftg g b lbfsuacibr, pkrk qug b prbiutb loghug kb agrlkib. \ìb kiacfcstrkibrgs iks vcks ig icstrceucèìb> icstrceucibrgs, hrkfigs g pgqugfbs vkrgnbs ga tbibs bs sgtbrgs g sghagftbs, ktklkicstks, rgprgsgft rgprg sgftkft kftgs gs lbag lbagrlckc rlckcs, s, dbnk dbnkss vcrtu vcrtukcs, kcs, E5E, E5L, vgfiks icrgtks g auctbs butrbs. Hgrgftgs ig Lkfkcs sìb hgrgftgs lkpklctkibs pkrk dcikr lba tbibs bs lkfkcs ig
Gestão Comercial - Módulo 4 -
Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
Dbhástclk ig Krakzgfkhga
Gstk gtkpk ib prblgssb dbhástclb lucik ib rglgecagftb, cfspgèìb, gstblkhga ig aktãrcks“prcaks g lbapbfgftgs, `duxbs ig prbiuèìb g prbvciîflcks qukftb ê gaekdkhga g prblgsskagftb `ásclb ig pgicibs. Lbab k blupkèìb ig gspkèbs hgrk lustbs, k pgr`gctk brhkfczkèìb ig ua igpüsctb bu qukdqugr ërgk igstcfkik ê krakzgfkhga ã
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Gstk vkftkhga fìb igvg sgr vcstk sbagft ag ftg g pg pgdb db dk dkib ib ik qu qukf kftctcik ikig ig ib ibss pr prbi biut utbs bs kr kr-akzgfkibs fua igpüsctb, aks tkaeãa ga tgrabs ig icacfucèìb ig tgapb ig dblkdczkèìb ig prb prbiu iutbs tbs,, ica icacfu cfucèì cèìbb ig ctg ctgfs fs kv kvkrc krckib kibss pgd pgdb b aku kra krakzg kzgfka fkagft gftb, b, pbs pbssce scecdc cdciki ikig g ig gfi gfigrg grg-èkagftb ibs prbiutbs gftrg butrbs `ktbrgs. Fb pksskib rglgftg, b lbflgctb ig blupkèìb `ásclk sg lbflgftrkvk akcs fk ërgk ib qug fk kdturk. kdturk. Kcfik pgrscstga pgrscstga kdhufs gstkeggstkegdglcagftbs lbagrlckcs, pbr gxgapdb, ga qug bs igpüsctbs fìb gxpdbrka bs gspkèbs icspbfávgcs vgrtclkdagftg. Lba b pksskr ib tgapb, `clbu gvcigftg qug b aku kprbvgctkagftb ib gspkèb ã kftcglbfùaclb. Uklcbfkdczkr k kdturk blupkik, btcaczk b gspkèb g pbig schfc`clkr akcbr qukftcikig ig aktgrckd krakzgfkib.
Pgrtclkdczkèìb ig Lkrhks B lbflgctb ig Pgrtclk grtclkdczk dczkèìb èìb ig lkrhk lkrhkss tga lbab bengtcvb b aëxcab kprbvgctkagftb ibs gspk gspkèbs èbs vgrtclk vgrtclkcs, cs, lbftrceucfib pkrk b igslbfhgstcbfkagftb iks ërgks ig abvcagftk abvca gftkèìb èìb g rgiuèìb ibs lustbs ufctërcbs ig gstblk
Gestão Comercial - Módulo 4 -
Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
Gestão Comercial - Módulo 3 -
Dbhástclk Ugvgrsk Kdãa iks ldëssclks ërgks ig bpgrkèìb dbhástclk, lrgslg lbab fglgsscikig gstrktãhclk, fìb kpgfks pkrk k `brakèìb ig uak cakhga pbsctcvk, aks, ga auctbs lksbs, pkrk rgiuèìb ig lustbs, k lokakik Dbhástclk Ugvgrsk. Gstk prëtclk, fkik akcs ã ib qug k vgrsìb lbftrërck ik Dbhástclk lbab k lbfoglgabs. Dbhástclk r gvg gvgrsk rsk
Ig `brak scapdcstk, Dbhástclk Ugvgrsk ã k bpgrklcbfkdczkèìb ibs gdbs ik lkigck ig `brak cfvgrsk, hgrkdagftg lkrkltgrczkik pgdk igvbduèìb ig prbiutbs utcdczkibs g, prcflcpkdagftg, gaekdkhgfs gaekdkhgfs g aktgrckcs ig klbficlcbfkagftb/trkfspbrtg. K Db Dbhá hást stcl clkk Ug Ugvg vgrs rskk ig igvg vg sg sgrr vc vcst stkk lbab ua `ktbr ig dulrktcvcikig, prcflcpkdagftg qukfib lbftrceuc ig `brak g`gtcvk pkrk k pr prgs gsgr grvk vkèì èìb b ib ag agcb cb ka kaecg ecgft ftg. g. Ig Igst stgg abib, k Dbhástclk Ugvgrsk, bu @duxb Ugvgrsb, ig aktãrcks-prcaks, prbiutbs sgacklkekib lke kibs, s, prb prbiut iutbs bs klk klkeki ekibs bs bu rgs rgsáiu áiubs bs hgrkibs pgdks gaprgsks qug sìb igslkrtk-
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Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
pkftg ib pkrqug cfiustrckd erkscdgcrb), pbigrgabs lbfstktkr qug kapdks sìb ks pbsscecdcikigs ig gxpkfsìb, pbcs pgrscstga ktcvcikigs ig fghülcbs ga qug b lbapbfgftg gaekdkhga fìb rglgegu k igvcik capbrtåflck, lbab gdgagftb qug khrghk vkdbr kb prbiutb, agdobrkfib prkzb ig vkdcikig, `klcdctkfib trkfspbrtg g kuxcdckfib k lbaufclkèìb, igftrg butrks vkftkhgfs.
@kzgr uak ebk hgstìb ik Dbhástclk Ugvgrsk capdclk, fk gaprgsk, uak prgblupkèìb lupkèì b ga bpgrkr lba prblgsskag prblgsskagftb ftb ib `duxb lbftrërcb ig prbiutbs ktrkvãs ig rglcldkhga, rglcldkhg a, rgutcdczk rgutcd czkèìb èìb g/bu suestctuc sue stctuc èìb ig aktgrckcs, g trktkagftb ig rgsáiubs hgrkibs ig `bra k qug sgnka sgnka rgkprbvgctkibs bu rgakfu`kturkibs, hgrkfib dulrb pkrk gaprgsk= kdãa ig ktgfigr ês dgcs pgrtcfgftgs ê qugstìb kaecgftkd.
Dbhástclk Obng g fb @uturb Fìb kpgfks fb Erkscd, aks ga acdokrgs ig dblkdcikigs fb aufib, oë auctb b qug sg `kzgr, pkrk qug bs prblgssbs dbhástclbs pkssga k sgr g`clkzgs. Kb agsab tgapb ga qug lbfhdbagrkibs kdclgrèkibs ga eksgs dbhástclks ig þdtcak hgrkèìb vìb sg gxpkficfib, lbfvcvg vc vgab abss lb lba a k pr prgl glkr krcg cgik ikig ig ga au auctctbs bs pbftbs ig fbssb tgrrctürcb.
Kpgskr igstk lbfstktkèìb, auctbs gaprggfi prg gfigib gibrgs rgs lbf lbfsgh sghuga uga sg `br `brtkd tkdglg glgrr g lrcka sbduè÷gs pkrk suks ic`cludikigs kpbckibs ga prblgssbs dbhástclbs, bs qukcs tîa sg abigrfczkib k pkssbs dkrhbs, hrkèks k ibcs `ktbrgs prcflcpkcs> cf`braëtclk g tgdglbaufclkèìb. Fk cf`braëtclk, lbab në igabfstrkib ga dcèìb kftgrcbr, scstgaks ig hgstìb gaprgskrckd bu GUZs `uflcbfka ga pdktk`braks ik Cftgrfgt g bs GIC, ktrkvãs iks tgdglbaufclkè÷gs, khcdczka b `duxb ig ibluagftbs iks gaprgsks g rgiuzga b lcldb ib pgicib.
@ktbrgs @ktbr gs Igtgracfkftgs ib Lrgslcagftb ik Dbhástclk Bs fghülcbs, ga qukdqugr rkab ig ktcvcikig, iki g, oë ekstkf ekstkftg tg tgapb, tgapb, fìb fìb pbicka pbicka sgr lbfscigrkibs csbdkibs ib aufib. Fgfoua gaprggfigibr pbig sg sgftcr sghurb, sg bpgrkr pgfskfib qug, pbr tgr lgrtb ibaáfcb ga ua agrlkib dblkd, fuflk sgrë ktcfhcib pbr kagkèks ig butrbs tgrrctürcbs.
K lb lbap apgtc gtc èìb gft gftrr g gap gaprgs rgsks ks sga sga-prg gxcstcu g b qug k ic`grgflck ibs tgapbs püs CC Hrkfig Hugrrk, pkrk bs kfbs 5::: 5:: : ã k sktur skturkèìb kèìb rëpcik iks gst rktãhcks
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Fb gftkftb, k icspbfcecdcikig ib prbiutb, fb dblkd, tgapb g qukftcikig lgrtk ã kcfik uak ütcak bpèìb pkrk hgrkr ua ic`grgflckd lbapgtctcvb. Zbr gstg abtcvb, gspglckdcstks ktgstka qug k icspbfcecdcikig ã b akrmgtcfh ik dbhástclk.
Gestão Comercial - Módulo 4 -
Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
Gestão Comercial - Módulo 3 -
Gstblkhga Gstblk hga g Icstrceucèìb
Auctks gaprgsks ib sgtbr ig lbf`glè÷gs, pbr gxgapdb, lbaprka pgèks ig vgstuërcb fìb-tcfhciks fk Ësck, igsgaekrlka fb lbftcfgftg gurbpgu, bfig rglgega tcfhcagftb g, kssca, ktgfiga ê igakfik dblkd. Fb sgtbr ig kdcagftbs, lbaprka-sg g/bu gstblka-sg igtgracfkibs prbiutbs fua krakzãa lgftrkd, bfig sb`rga egfg`clckagftbs g rglgega ic`grgftgs cigftc`clkè÷gs ig fklcbfkdcikig pkrk, gftìb, sgrga icstrceuáibs k butrbs pkásgs.
Hdbekdczkèìb ibs Zrblgssbs ga Dbhástclk Kdhufs kutbrgs kdghka qug fb `uturb k Dbhástclk sgrë tbtkdagftg hdbekdczkik. Fk vgrikig, gdk në ã hdbekdczkik. Zrblgssbs igsgfvbdvcibs g bpgrklcbfkdczkibs ga igtgracfkik rghcìb, ig `brak csbdkik, pbiga trkfspkrglgr qug fìb sìb hdbekdczkibs. Aks b scapdgs `ktb ik pbsscecdcikig ig gftrkik ig fbvbs lbflbrrgftgs, ig fbvbs scstgaks capbrtkibs sgrga utcdczkibs bu, kcfik, ik vckecdcikig ig fghülcbs cftgrfklcbfkcs, në tbrfk k dbhástclk ufcvgrskd agsab qug, g`gtcvkagftg, fìb oknk bpgrkè÷gs cftgrfklcbfkcs cagicktks, bs prblgssbs sb`rga cf`duîflcks ib qug klbftglg fb aklrbkaecgftg aklrbkaecgftg.. Zkrtc Zk rtcfib fib pkr pkrkk ab abigd igdbs bs hdb hdbekc ekcs, s, sì sìb b lrgslgftgs ks prëtclks ga qug gaprggfigibrgs lbaprka aktãrcks-prcaks ga qukd-
\gtbr ig vkrgnb _ Zrëtclks Hdbekcs B sgtbr ig vkrgnb igstklk-sg lbab ua ibs akcbrgs egfg`clcërcbs ig prëtclks hdbekcs, ik lkigck ig kekstglcagftb, vcstb qug lbfsghug ktgfigr rgqucsctbs gxlduscvbs ib sgtbr, lbab> prgèb lba `rgtg cfldusb, prkzb lbf`cëvgd, agsab fks igakfiks prbablcbfkcs bu skzbfkcs, pbftukdcikig g g`clcîflck, pgractcfib gftrghk kftglcpkik ig agrlkib-
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Ygfiîflcks fbs Zrblgssbs ga Dbhástclk Ybiks ks vcks ig iglcs÷gs dbhástclks lkacfoka pkrk b agsab Fbrtg (bengtcvb)> pbftb ig gflbftrb gftrg btcaczkèìb ig tgapb g gspkèb. Fb lkacfob, bs lbfiutbrgs prglcska rglbdo lb dog gr rg rgsu sudt dtki kibs bs gspg pgrk rkib ibss fbs ibcs gxtrgabs> prgstkibrgs/prbiutbrgs g lbfsuacibrgs `cfkcs. Glbfbacks ga lustbs, g`clcîflck, rkpcigz, ütcab fávgd ig sgrvcèb, `dgxcecdcikig, qukdcikig, prgèb lbapgtctcvb, püs-vgfik, hkrkftcks gtl., sìb auctbs `ktbrgs qug, lbfnuftkagftg, igtgracfkrìb k `brèk ik brhkfczkèìb.
Zrcflcpkcs tgfiîflcks ib sghagftb dbhástclb ;. Lbftrbdg Ybtkd ib @duxb @duxb Dbhástclb> scstgaks cf`braktczkibs në pbsscecdctka gstg lbftrbdg, aks k tgfiîflck ã ig akcbr prglcsìb ibs ikibs, ktrkvãs ik vcsukdczkèìb g lruzkagftb ibs `du `duxb xbss `á `áscl sclbs bs,, `cf `cfkfl kflgcr gcrbs bs g ig cf` cf`bra brakè kè÷gs ÷gs.. K khcdcikig fk trkfsacssìb ig cf`brakè÷gs rgiuzcrë, sgfscvgdagftg, b lcldb ib pgicib. 5. Dblkdczkèìb Uëpcik ibs Lbapbfgftgs> qukdqugr gdb ik lkigck - `brfglgibrgs icvgrsbs, gaekdkhgfs, prblgssb ig prbiuèìb, krakzãfs, `rbtcstks, pbftbs-ig-vgfik gtl., tbtkdagftg cftgrdchkib, sgrë dblkdczkib lba k rkpcigz fglgssërck ê tbakik ig iglcsìb. <. Igspgriálcb Igspgriálcb ^g ^grb> rb> pgriks sgaprg schfc`clkrka icacfucèìb ibs dulrbs. Gstuibs g prëtclks lbftrk igspgriálcbs lrgslga k lkik ick. Fbs ekdkfèbs ibs ocpgragrlkibs, kpkrglga lbftks qug igfuflcka pgriks lba pgrglávg lá vgcs cs.. Fì Fìbb kp kpgf gfks ks ga kd kdca cagf gftb tbs, s, ak akss qukdqugr tcpb ig pgrik tgfigrë k sgr acfcaczkib pkrk qug sgus g`gctbs fìb k`gtga bs ekdkfè dk fèbs bs ik ikss ga gapr prgs gsks ks K eu eusl slk k ib —z —zgr grb b
Gestão Comercial - Módulo 4 -
Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
lbab, pbr gxgapdb, në ã rbtcfk ga gaprgsks prgstkibrks ig sgrvcèb ês sghurkibrks qug, sgfib abfctbrkiks pgdbs HZ\ ibs Lkdd-Lgftgrs, iìb k cf`brakèìb cf`brakèìb kb ldcgftg ib ib tgapb ga qug b sblbrrb loghkrë loghkrë kb dblkd dblkd fglgssërcb. fglgssërcb. 7. Cftghrkèìb Ybtkd ik Abvcagftkèìb, Krakzgf Kr akzgfkhga khga g Yrkfsp Yrkf spbr brtg> tg> tkaeãa lba b kpbcb ig scstgaks abigrfbs, tbibs bs prblgssbs gstkrìb scflrbfczkibs, sbe abfctbrkèìb lbfnuftk ibs khgftgs gfvbdvcibs. 0. Gstb Gstbqugs qugs Uklcbfkdczkibs> fb `uturb, kcfik gxcstcrìb gstbqugs, aks gxtrgakagftg pgqugfbs pgqu gfbs g sbe `brtg pbdátcl pbdátclkk ig rklcbfkdczkrklcbfkdczkèìb. Ks agtks gstkrìb vcfludkiks kb suprcagftb agf tb cft cftgdc gdchgf hgftg, tg, gdc gdcacf acfkèì kèìbb ig gsp gspkèb kèbss blcbsbs g, kb agsab tgapb, utcdczkèìb pdkfg nkik igstgs gspkèbs. 8. Lbdgtk ig Ikibs Uëpcik g Zrglcsk> rgdktürcbs sgrìb betcibs rkpcikagftg, ikibs csbdki csb dkibs bs g lru lruzki zkibs bs gst gstkrì krìbb ics icspbf pbfávg ávgcs cs k qukdqugr usuërcb kutbrczkib. K kfëdcsg lbf nuftk ig ikibs, `klcdctki `klcdctkikk pgdk gvbduèìb ibs scstgaks ig lbftrbdg, pgractcrë k betgfèìb ig cf`brakè÷gs rgdgvkftgs sberg tbibs bs prblgssbs gfvbdvcibs.
\ghagftb ig Dbhástclk Ybik prb`cssìb, pkrk sgr ega gxgrlcik, igtgracfkrë prã-rgqucsctbs fglgssërcbs kbs blupkftgs iks tkrg`ks pgrtcfgftgs. Ga Dbhástclk, fìb ã ic`grgftg> gaebrk b sghagftb lbapbrtg uak cf`cfcikig ig lkrhbs g blupkè÷gs ic`grgflckiks, kdhuaks akcs tãlfclks, butrks akcs bpgrklcbfkcs, oë qug sg gstkegdglgr qukdc`clkè÷gs aáfcaks, pkrk b eba gxgrlálcb ik prb`cssìb. Fk vgr vgriki ikig, g, quk qukdc` dc`clk clkè÷g è÷gss aáf aáfcak caks, s, lbab b kingtcvb agflcbfk, sìb aáfcaks.
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Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
Gestão Comercial - Módulo 3 -
• Uklcbfkdczkèìb ibs Gspkèbs g Aìbig-berk> ebk hgstìb ik abvcagftkèìb g krakzg ak zgfk fkhg hga a g ok okec ecdcdcik ikig ig ig dcdcik ikrr lb lba a k dbhástclk hdbekd= • Yglfbdbh Yglfbdbh ck g Pcsìb ig Agrlkib> cftgrgssg ga fbvks tglfbdbhcks, igiclkèìb g lbaprbacssb ga supgrkr gxpgltktcvks ibs ldcgftgs g eba pgsqucskibr ig agrlkib= • Hgstìb Hgstìb @cfkflgcrk> lbfoglcagftbs aáfcabs ig nurbs, lustbs, cfvgstcagftbs, brhkfczkèìb g aãtbibs, kfëdcsg gstktástclk=
Zgr`cd ib Zrb`csscbfkd ig Dbhástclk • Pcsìb \cstîaclk> gftgfigr b —tbib‑ ik brhkfczkèìb g bs vkrckibs cftgr-rgdklcbfkagfcftgr-rgdklcbfkagftbs ibs sgtbrgs, gspglckdagftg ik lkigck ig aktgrckcs=
• Kutbiciktcsab, [uk [ukdcikigs dcikigs Yãlfclks Yãlfclks g Zgssbkcs> lkpklctkèìb lbfstkftg g igsgfvbdvcagftb ig vkdbrgs pgssbkcs. Ugkdczkèìb ig lursbs rëpcibs g gspglckdczkibs, lbftktb lba gvgftbs gvgf tbs sberg dbhá dbhástcl stclk, k, kutb kutbkprgf kprgficzkh iczkhga ga lba puedclkè÷gs icvgrsks gtl=
• Lbaufclkèìb G`clkz> skegr lbaufclkr-sg ktrkvãs ig agcbs kigqukibs g sgaprg `ggieklm, ikqucdb qug sg lbaufclbu, euslkr `ggieklm pkrk vgrc`clkèìb ig suk g`clëlck=
• Fgtwbrm > trblk ig gxpgrcîflcks lba lbdghks ig ktcvcikig, gspglckdcstks icvgrsbs, gaprggfigib gaprgg figibrgs, rgs, pgsqu pgsqucskibr cskibrgs, gs, ldcgft ldcgftgs gs pbtgflckcs gtl.
• Icfk Icfkaclcikig aclcikig>> qu qukdc kdcik ikig ig ig sg sgrr `d`dgx gxáv ávgd, gd, ksscacdkibr bu kiacfcstrkibr ig auikfèks= • Lrcktcvcikig> b lrcktcvb gstuik lbftcfukagftg g ludtcvk ebfs ebfs rgdklcbfkagftbs= rgdklcbfkagftbs= • Abtcvkèì Abtcvkèìb> b> igsk`cbs g prbedgaks sìb kesbrvcibs lba fkturkdcikig, `cragzk g lbfvclèìb ig qug gdgs gxcstga pkrk kprcabrkagftb prb`csscbfkd=
Ughcs hcstrk trkabs abs kdhu dhufs fs trk trkèbs èbs qug igvga igvg a `brakr b p gr`cd ib prb `csscb fkd ga ga Dbhástclk. Lba gstg pgr`cd, fìb tgabs lbab hkrkftcr k gaprghkecdcikig, aks, lba lgrtgzk, sìb fbrtgkibrgs, pkrk qug b prb`cs scbfkd sgnk lkik vgz agdobr. agdobr.
• Fghblckibr g Yrkekdob ga Gqucpg> okecdcikigs ga fghblckè÷gs, hkrkftcfib hkfobs aþtubs g `klcdcikig fb igsgfvbdvcagftb g pkrtclcpkèìb ga gqucpgs ig trkekdob=
Hdbssërcb Lbapdgagftkr ig Dbhástclk Gaprgskrckd • Klurëlck ig Gstbqug Gstbqugs> s> Ugdkèìb gftrg
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Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
• Kssgaedg tb brigr > \ü ã `kerclkib pbr
gstkick> Audtk • Igaurrkhg bu \berg gstkick>
gflbagfik. • Kutb Ci> Cigftc`clkèì Cigftc`clkèìbb Kutbaëtclk. • KXE> Kcr KXE> Kcr Xkyecdd bu Lbfoglcagftb ig Yrkfspbrtg Kãrgb. • E/D> Ecdd E/D> Ecdd b` Dkicfh bu Lbfoglcagftb ig Gaekrqug. • Ekr Lbig> Lüichb ig ekrrks. • Egfloakrmcfh> Pgrc`clkr b qug gaprgsks dáigrgs fb sgu sghagftb ig agrlkib utcdczka, ga tgrabs ig prblgssbs g kikptkr b abigdb, ig klbrib lba b sgu ick-k-ick (prüprcks lkrkltgrástclks). • Ergkm-Eudm> Ga trkfspbrtg akrátcab, schfc`clk trkfspbrtg ig lkrhk hgrkd. • EYE bu E5E> Euscfgss-tb-Euscfgss E5E> Euscfgss-tb-Euscfgss bu lbaãrlcb gdgtrùfclb gftrg gaprgsks. • EYL bu E5L> Euscfgss-tb-Lbfsuagr bu lbaãrlcb gdgtrùfclb ig gaprgsks pkrk b lbfsuacibr. • Lkebtkhga> Fkvghkèìb Fkvghkèìb ibaã ibaãstcl stclk k (pgdk lbstk ib Zkás). • Lkdkib> Ga trkfspbrtg akrátcab, schfc`clk prb`uficikig ibs lkfkcs ib pbrtb. • LC@> Lbst, Lbst, Cf Cfsu surk rkfl flg g kf kfi i @r @rgc gcho hot> t> Lustb, \ghurb g @rgtg. Fgstg lksb, b aktgrckd lbtkib në tga tuib gaeutcib fb prgèb, bu sgnk, ã pbstb fb igstcfb. • Lbaebcb - Lbfnuftb ig vgáludbs qug sghuga nuftbs pkrk ua agsab igstcfb. Wtcdczkib prcflcpkdagftg pbr abtcvb ig sghurkfèk. • Lrbss Iblmcfh > Bpgrkèìb ig rëpcik abvcagftkèìb ig prbiutbs klkekibs pkrk gxpgicèìb gftrg `brfglgibrgs g ldcgftgs. Loghk g skc cagicktkagftg. • Lurvk KEL KEL>> Igabfstrkèì Igabfstrkèìb b hrë`c hrë`clk lk lba gcxbs ig vkdbrgs g qukftcikigs, qug lbfscigrk bs aktgrckcs icvcicibs ga trîs hrkfigs hrup hr upbs bs,, ig kl klbr brib ib lb lba a sg sgus us vk vkdb dbrg rgss ig prgèb/lu prgè b/lustb stb g qukf qukftcik tcikigs, igs, bfig aktg aktgrckcs rckcs ldkssg "K" rgprgsgftka k acfbrck ik qukftcikig tbtkd g k akcbrck ib vkdbr tbtkd, ldkssg "L",
igtgracfkik ga lbftrktb, k sgr pkhk pgdb lbftrktkftg ig ua fkvcb, qukfib gstg igabrk akcs ib qug b klbrikib fbs pbrtbs ig gaekrqug bu ig igslkrhk. • Igspktlo bu Zrgstgzk> Zrîacb igtgracfkib ga lbftrktb, k qug `kz nus b lbftrktkftg ig ua fkvcb, qukfib gstg pgrakfglg agfbs tgapb ib qug b klbrikib fbs pbrtbs ig gaekrqug bu ig igslkrhk. • IZ\> Ichctkd IZ\> Ichctkd Zclmcfh \ystga bu \cstgak Ichctkd ig \gpkrkèìb ig Zgicibs. • Irkw-eklm> Gfvbdvg Gfvbdvg k cap capbrt brtkèì kèìbb ig lbapb lb apbfgf fgftgs tgs,, sga pkh pkhkag kagft ftbb ig cap capbst bstbs, bs,pkr pkrkk k `kerclkèìb ig egfs igstcfkibs ê gxpbrtkèìb. • IUZ> Icstrc Icstrceutcbf eutcbf Ugsbu Ugsburlg rlg Zdkff Zdkffcfh cfh bu Zdkfgnkagftb ibs Uglursbs ig Icstrceucèìb. Cftgrcbr.. • GKIC> Gstkèìb Kiukfgcrk ib Cftgrcbr • GLU> G``clcgft GLU> G``clcgft Lbfsuagr Ugspbfsg bu Ugspbstk G`clcgftg kb Lbfsuacibr Lbfsuacibr.. • GIC> Gdgltrbfcl GIC> Gdgltrbfcl Iktk Cftgrlokfhg bu Cftgrlåaecb Gdgtrùfclb ig Ikibs. • G“Zrblurgagft> Zrblgssb ig lbtkèìb ig prgèbs, lbaprk g vgfik bf-dcfg. • GUZ> Gftgrprcsg GUZ> Gftgrprcsg Ugsburlg Zdkffcfh bu Zdkfgnkagftb ibs Uglursbs ib Fghülcb. • GYK> Ga trkfspbrtg akrátcab, schfc`clk ick ik ktrklkèìb ib fkvcb (loghkik). • GY\> Ga trkfspbrtg akrátcab, schfc`clk ick ik skáik (zkrpkr). • @K\> @rgg @K\> @rgg Kdbfhscig \ocp bu Dcvrg fb Lbstkib ib Fkvcb. B vgfigibr gftrghk k agrlkibrck kb lbaprkibr fb lbstkib ib fkvcb fb pbrtb ig gaekrqug. • @LK> @rgg Lkrrc Lkrrcgr gr bu Yrkfspbrtkibr Dcvrg. Pgfigibr csgftb ig rgspbfskecdcikigs, fb abagftb ga qug gftrghk k agrlkibrck pkrk b khgftg cficlkib pgdb lbaprkibr bu pkrk b trkfspbrtkibr. • @CB> @rgg @CB> @rgg Cf kfi But , csgftb ig tkxks fb gaekrqug g fb igsgaekrqug. • @BE> @rgg bf Ebkri bu Zrgèb sga
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• @udd`cdagft> Ktgfigr fb tgapb g fb
prkzb. • Hcrb ig gstbqug> Igakfik kfukd icvcicik pgdb gstbqug aãicb agfskd. • Obusg busgmg mggp gpcfh cfh bu 7 \¹ \¹s> s> \gfsb ig scapdc`clkèìb, brhkfczkèìb, dcapgzk, lbfsgrvkèìb g pkrtclcpkèìb. Yãlfclk pkrk cfclckr g akftgr bs prblgssbs ig qukdcikig g prbiutcvcikig ga uak gaprgsk. • CEL> Cftgragicktg Eudm Lbftkcfgr bu Lbftgfgibr Cftgragicërcb pkrk Hrkfgd. • Cflbtgras> \chdk qug cigftc`clk bs ;< tgrabs qug pkirbfczka k dcfhukhga uskik fb agrlkib ig gxpbrtkèìb g capbrtkèìb. NCY>> Ktgf Ktgfig igrr kb • Nust“cf“Ycag bu NCY ldcgftg cftgrfb bu gxtgrfb fb abagftb gxktb ig suk fglgsscikig, lba ks qukftcikigs fglgssërcks pkrk k bpgrkèìb/prbiuèìb. • Mkczgf> Zrblgssb ig agdobrcks lbftáfuks, lba eba sgfsb g ekcxbs cfvgstcagftbs. • Mkfekf> Yãlfclk nkpbfgsk lba lkrt÷gs, qug prbpbrlcbfk uak rgiuèìb ig gstbqug, btcaczkèìb ib `duxb ig prbiuèìb, rgiuèìb iks pgriks g kuagftb ik `dgxcecdcikig. • MDY> Mdgcf MDY> Mdgcf Dkhgrufh kfi Yrkfspbrt bu Klbficlcbfkagftb g Yrkfspbrtg ig Zgqugfbs Lbapbfgftgs. • Dkstrb> Fb trkfspbrtg akrátcab, ëhuk qug ã pbstk fbs pbr÷gs pkrk ikr pgsb g gqucdáercb kb fkvcb, qukfib gstë sga lkrhk. • Dkyiky bu Dkytcag> Gs Gstk tkic ick k ib fk fkvc vcb b fb pbrtb, qug schfc`clk pgrábib prgvcstb pkrk klbftglgr k bpgrkèìb (ktrklkr, (ktrklkr, lkrrghkr g zkrpkr). • Dgki Ycag> Ygapb ig rgssuprcagftb. Ã b Yga gapb pb ig Lb Lbap aprk rk ak akcs cs b Yga gapb pb ig tr trkf kfsp spbrt brtg. g. Zrbiuèìb ìb Gfxutk Gfxutk.. • Dgk Dgkf f Akfu`klturcfh> Zrbiuè • Akmg tb brigr> @kerclkèìb lbf`brag pgicib. • Akmg tb stblm> @kerclkèìb lbftrk prgvcsìb ig igakfik. • Acdm Uuf> Lbfscstg fk euslk ib prbiutb icrgtkagftg kb(s) `brfglgibr(gs).
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2014 - Nivel de Servico Logistico
Gestão Comercial - Módulo 3 -
• FA> Acdok Akrátcak. • FPBLL> Bpgrkibr ig ig Yrkfsp Yrkfspbrtg brtg Akrátcab \ga Gaekrlkèìb. • BYA> Bpgr Bpgrkib kibrr ig Yrkfs rkfspbrt pbrtgg Aud Audtca tcabik bikd.d. • Butsburlcfh> Zrbvgibrgs ig sgrvcèbs bu tgrlgcrczkèìb. • ZLA> Zdkfgnkagftb g Lbftrbdg ig Aktgrckcs. • ZLZ> Zdkfgnk Zdkfgnkagf agftb tb g Lbf Lbftrb trbdg dg ik Zrbiuèìb. • ZGZ\> Aãtbib ig krakzgfkhga, ga qug b prbiutb qug ã b Zrcagcrb k Gftrkr (ZG) fb gstbqug ã b Zrcagcrb k \kcr (Z\). • Zclm kfi Zklm> \gpkrkr bs aktgrckcs g gtcqugtkr,, gaekdkr gtl. gtcqugtkr • ZZLZ> Zdkfgnkagftb, Zrbhrkakèìb g Lbftrbdg ik Zrbiuèìb. • Ugigx> Uglcftb Gspglckd pkrk Igspklob Kiukfgcrb ig Gxpbrtkèìb. • U@IL> Ukicb`rgqugfly U@IL> Ukicb`rgqugfly Iktk Lbdgltcbf bu Lbdgtk ig Ikibs pbr Ukicb`rgquîflck. • Ubki rkcdgr> Lkrrgtk ecabikd qug, kb sgr igsgfhktkik ib lkvkdb aglåfclb, ã klbpdkik sberg ua ebbhcg `grrbvcërcb g vcknk sberg bs trcdobs. Ygap gapbb lb lbapr aprgg ggfi ficib cib gft gftrg rg k pk• \gt-up> Y rkdcskèìb ig prbiuèìb ig uak aëqucfk, k trblk ib sgu `grrkagftkd g k vbdtk ig suk prbiuèìb. • \MW> \tblm Mggpcfh Wfct bu Wfcikig ig Akfutgfèìb ig Gstbqug. Igschfk bs ic`grgftgs ctgfs ig ua gstbqug. • \DA> \trktghcl \DA> \trktghcl Dbhcstcls Akfkhgagft bu Hgstìb Dbhástclk Gstrktãhclk. • \YP> Pgál gáludb udb ig Yr Yrkfs kfs`gr `grîfl îflck ck Bri Brigfki gfkib. b. • Ygapb ig Lbaprk> Ã b pgrábib lbaprggficib gftrg k iktk ik rgqucscèìb ib aktgrckd ktã k iktk ib `glokagftb ib pgicib. • Ygapb ig Yrkfspbrtg> Ã b pgrábib lbaprggficib gftrg k iktk ig gftrghk ib aktgrckd ktã k loghkik ib agsab pkrk b rgqucsctkftg (igstcfb). • YGW> Ywgfty YGW> Ywgfty @bbt Gqucvkdgft Wfct bu Yk-
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• Yrkfspbrtg Yrkfspbrtg audtcabi kd> Ã k cftghrkèìb ibs sgrvcèbs ig akcs ig ua abib ig trkfsp trk fspbrt brtg, g, gft gftrg rg bs icv icvgrs grsbs bs abi abikcs kcs.. Gx Gx.> .> rbib-`grrbvcërcb, rbib-kãrgb, `grrb-ocirbvcërcb, ocirb-kãrgb, `grrb-kgrbvcërcb gtl. • WGZ\> Aãtbib ig krakzgfkhga, ga qug b prbiutb qug ã b Þdtcab k Gftrkr (WG) fb
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gstbqug ã b Zrcagcrb k \kcr (Z\). • PWL> Pgáludb Wrekfb ig Lkrhk. • XL\> Xkrgobusg Lbftrbd \ystga bu \cstgak ig Lbftrbdg ig Krakzãa. • XA\> Xk Xkrgo rgobu busg sg Akf Akfkh khga gagf gftt \ystga bu \cstgak ig Hgrgflckagftb ig Krakzãa.
Ku dk <
;- K Dbhástcl Dbhástclkk ig \uprcagftbs pdkfgnk, capdgagftk capdgagftk g lbftrbdk bs `duxbs `ásclbs ig aktãrcksprcaks g aktgrckcs g cf`brakè÷gs rgdklcbfkiks, ibs `brfglgibrgs ktã k gaprgsk-ldcgftg. Ksscfkdg ks ërgks ga qug oë pkrtclcpkèìb ik Dbhástclk ig \uprcagftbs>
k. ( e. ( l. ( i. (
) prbiutb prbiutb - pdkfgnkagft pdkfgnkagftb b ik lrckèìb lrckèìb - vgfiks vgfiks - `brfglgibrg `brfglgibrgss ) prbiutb prbiutb - pdkfgnkagft pdkfgnkagftb b ik prbabèìb prbabèìb - lbaprks lbaprks - kuictbrgs kuictbrgs ) prbiutb prbiutb - pdkfgnkagft pdkfgnkagftb b ik prbiuèìb prbiuèìb - lbaprks lbaprks - `brfglgib `brfglgibrgs rgs ) prbiutb prbiutb - pdkfgnkag pdkfgnkagftb ftb ig berks berks - vgfiks vgfiks - rglcldk rglcldkhga hga
5- K Dbhástclk ig Zrbiuèìb rgkdczk trkekdob trkekdob scfãrhclb lba k gqucpg ig prbhrkakèìb g rgkdczkèìb ib prblgssb prbiutcvb. prbiutcvb. Ksscfkdg k kdtgrfktcvk qug agflcbfk agflcbfk b prbhrkak lbaua ês iuks ërgks ig hgstìb>
k. ( e. ( l. ( i. (
) Zrbhrkak Zrbhrkak ig Ugssu Ugssuprcag prcagftb ftb ) Zrbhrkak Zrbhrkak ig Uglru Uglrutkag tkagftb ftb ig ig Aìb-ig-be Aìb-ig-berk rk ) GIC “ Yrblk Yrblk Gdgt Gdgtrùfclk rùfclk ig Ikibs Ikibs ) ZZLZ - Zdkfgnkag Zdkfgnkagftb, ftb, Zrbhrka Zrbhrkakèìb kèìb g Lbftrbdg Lbftrbdg ig Zrbiuè Zrbiuèìb ìb
<- Dbhástclk ig Icstrceucèìb g Yrkfspbrtg tga lbab prcflcpkcs ktcvcikigs>
k. ( e. ( l. ( i. (
) rglgecagftb, rglgecagftb, cfspglèìb, cfspglèìb, gstblkhga gstblkhga ig aktãrcks“prcaks aktãrcks“prcaks g lbapbfgftgs lbapbfgftgs.. ) scstgaks cf`braktczkibs, suestctucèìb ig aktgrckcs aktgrckcs g pgicibs. ) lbfoglgr, lbfoglgr, cigftc`clkr cigftc`clkr g gslbdogr gslbdogr agcbs ig trkfspbrtg pkrk pkrk lkik bpgrkèìb. bpgrkèìb. ) rglcldkhga, rgutcdczkèìb g/bu g/bu suestctucèìb suestctucèìb ig aktgrckcs, trktkagftb trktkagftb ig rgsáiubs
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Gestão Comercial - Módulo 3 -
7- K tgfiîflck ibs prblgssbs dbhástclbs fb `uturb sgrga bpgrkibs lba suprcagftb cftgdchgftg, gdcacfkèìb ig gspkèbs blcbsbs g, kb agsab tgapb, utcdczkèìb pdkfgnkik igstgs, icz rgspgctb k>
k. ( e. ( l. ( i. (
) gstbq gstbqugs ugs rklcb rklcbfkdcz fkdczkibs kibs.. ) igsp igspgri griálc álcbb zgrb zgrb.. ) lbdgtk lbdgtk ig ikib ikibss rëpcik rëpcik g prglc prglcsk. sk. ) dblkdczkè dblkdczkèìb ìb rëpcik rëpcik ibs ibs lbapbfg lbapbfgftgs ftgs..
0- Ksscfkdg k kdtgrfktcvk qug kprgsgftk qukdc`clkèìb ga igsklbrib lba ks lbapgtîflcks g okecdcikigs igsgnkiks pkrk b pgr`cd ib prb`csscbfkd ig Dbhástclk>
k. ( e. ( l. ( i. (
) icfka icfkaclcik clcikig, ig, lrckt lrcktcvcik cvcikig, ig, fgtwbrm, fghblckibr g trkekdob ga gqucpg. ) kutbiciktcsab, kutbiciktcsab, lbfoglcagftbs lbfoglcagftbs ig hgstìb `cfkflgcrk `cfkflgcrk g vcsìb vcsìb ig agrlkib. ) lbfoglcagftbs lbfoglcagftbs ig trkfspbrtg g rbtgcrczkèìb, abtcvkèìb g lbaufclkèìb g`clkz. ) vcsì vcsìbb scst scstîac îaclk, lk, fgtwbrm, kutbiciktcsab g cficvciukdcsab.
Wa `uflcbfërcb, qug trkekdok ga Dbhástclk, prglcsk gslbdogr g lbftrktkr bs vgáludbs kigqukibs ês lkrhks qug gdg pbssuc ga sgu igpüsctb pkrk rgkdczkr ks igvciks gftrghks. Kssca, knuig-b kssblckfib b tcpb ig lkrhk kb vgáludb kigqukib> k. rg`rchgrkftgs/egeciks e. sga gaggft ftgs gs g pr prbbiu iuttbs k hrk rkfg fgdd l. dádáqu quci cibs bs ga hr hrkf kfig igss qu qukf kftctcik ikig igss i. lbftîcfgrgs g. aüvgcs `. prbiutbs fk lcikigs
( ( ( ( ( (
) lkacfoìb-tkfqug ) lka kacf cfoì oìb b tcp cpbb sc sciigr ) lk lkac acfo foìb ìb-t -tbl blbb ) lkacfoìb-ekþ ) lkrrgtk hrkfgdgcrk ) lkrrgtk lba lkvkdb aglåfclb
Ugspbstks KWDK KWD K;
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5- Zkrk qug oknk k lkrkltgrczkèìb ig ua prgstkibr ig sgrvcèbs dbhástclbs, gstg igvg, pgdb agfbs, ktukr lba b pdkfgnkagftb bu bpgrkèìb scaudtåfgk ig>
k. ( ) lbftrbdg lbftrbdg ig ig skáiks, skáiks, lbft lbftrbdg rbdg ig prgsg prgsgfèk fèk g gspkè gspkèbs bs blcbsbs blcbsbs.. e. ( ) lbftrbdg lbftrbdg ig ig ktcvbs, ktcvbs, abvcagf abvcagftkèì tkèìb b ig gqucpk gqucpkagft agftbs bs g sghurbs sghurbs.. l. ( ) lbftrbdg lbftrbdg ig ig krakzãfs krakzãfs,, vcstbs vcstbs ig pkssk pksskpbrtg pbrtg g pgrglávg pgrglávgcs. cs. i. ( _ ) lbftrbdg ig gstbqug, krakzgfkhga g hgstìb ig trkfspbrtgs. <- Lbapdgtg ks dklufks. —Dbhástclk ã k ërgk ik RRRRRRRRRRRRRRRRRRRRRRRRRRRR, qug bpgrk fk prbvcsìb ig RRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRR, pkrk k gxgluèìb ig tbiks ks ktcvcikigs ig uak gaprgsk‑.
k. ( ) cf`braët cf`braëtclk clk - icfogcr icfogcrb, b, pgss pgssbks bks g sulgs sulgssb sb e. ( _ ) hgstìb ig fghülcbs - rglursbs, gqucpkagftbs g cf`brakè÷gs l. ( ) prbiuèì prbiuèìbb - gfgrh gfgrhck, ck, icfog icfogcrb crb g hkrkftc hkrkftcks ks i. ( ) kiacfcst kiacfcstrkèìb rkèìb ig krakzã krakzãfs, fs, prbiu prbiutbs tbs vgfi vgficibs cibs 9- Ks prcflcpkcs ktcvcikigs ik Dbhástclk sìb>
k. ( ) supbrtg, supbrtg, akfutg akfutgfèìb fèìb ig ig lkrhks, lkrhks, pgicibs pgicibs ig ig lbaprks lbaprks g hgrîflck hgrîflck ig ig UO. e. ( ) trkfspbrtg trkfspbrtg,, kiacssìb kiacssìb ig pgssbkd, pgssbkd, krakz krakzgfka gfkagftb gftb g pgic pgicibs. ibs. l. ( _ ) trkfspbrtg, abvcagftkèìb ig aktgrckcs, krakzgfkagftb, prblgsskagftb ig pgicibs g hgrgflckagftb ig cf`brakè÷gs. i. ( ) supbrtg supbrtg kb UO, gdcacfk gdcacfkèìb èìb ig ig aktgrckcs aktgrckcs,, krakzgfka krakzgfkagftb gftb g pgicibs. pgicibs. 7- K Dbhástclk, pkrk sgr cftghrkik, igvgrë sgr ua scstgak ga qug sg hgrgflck>
k. ( ) kekstglcag kekstglcagftb, ftb, icstrce icstrceucèìb ucèìb g abfctb abfctbrkèì rkèìb b ibs khgftg khgftgss gxtgrfbs gxtgrfbs.. e. ( _ ) `brfglcagftb, icstrceucèìb g abfctbrkèìb ibs khgftgs cftgrfbs g gxtgrfbs. l. ( ) `kvbrglcagf `kvbrglcagftb, tb, icstrceu icstrceucèìb cèìb cftgrfk cftgrfk g abfctb abfctbrkèìb rkèìb ibs ibs khgftgs khgftgs cftgrfbs. cftgrfbs. i. ( ) `brfglc `brfglcagft agftb, b, icstrc icstrceucèì eucèìb b g abfct abfctbrkèì brkèìb b gxtgrf gxtgrfk. k. KWDK KWD K5 ;- K gxtgfsk rgig ig cftgr-rgdklcbfkagft cftgr-rgdklcbfkagftbs bs gftrg sgtbrgs hgrk `duxbs. `duxbs. Ksscfkdg k kdtgrfktcvk kdtgrfktcvk qug cigftc`clk bs `duxbs>
k. ( ) `duxb `duxb kãrgb kãrgb “ `duxb `duxb rbibv rbibvcërcb cërcb “ `duxb `duxb ig pkpãcs pkpãcs e. ( _ ) `duxb ig cf`brakè÷gs “ `duxb `ásclb “ `duxb `cfkflgcrb l. ( ) `duxb `duxb ig icfogcrb icfogcrb “ `duxb `duxb ig prbprcg prbprcgikig ikig - `duxb `duxb ig ctcfgrë ctcfgrërcbs rcbs i. ( ) `duxb `duxb ig dáqucib dáqucibss “ `duxb `duxb ig südcib südcibss “ `duxb `duxb ig aktgrc aktgrckcs kcs hksbsb hksbsbss
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Gestão Comercial - Módulo 1 -
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Gestão Comercial - Módulo 3 -
<- Ksscfkdg k kdtgrfktcvk qug agflcbfk bs hrupbs eësclbs ik Lkigck ig \uprcagftbs>
k. ( ) gaprggfigi gaprggfigibrgs brgs - `brfglg `brfglgibrgs ibrgs - `cfkf `cfkflgcrks lgcrks - lgftrbs lgftrbs ig icvudhk icvudhkèìb èìb e. ( ) lbaufclki lbaufclkibrgs brgs - akfu`k akfu`kturgc turgcrks rks - lgftrbs lgftrbs ig ig icstrceucè icstrceucèìb ìb - lbfsuaci lbfsuacibrgs brgs l. ( _ ) `brfglgibrgs - akfu`kturgcrks- lgftrbs ig icstrceucèìb - lbfsuacibrgs i. ( ) `brfglgib `brfglgibrgs rgs - khîflcks khîflcks ig ig prbabèìb prbabèìb - lgftrbs lgftrbs ig icstrceucè icstrceucèìb ìb - lbfsuacib lbfsuacibrgs rgs 9- Fb dgvkftkagftb ig gaprgsks cficlkibrks ig gxlgdîflck ga bpgrkè÷gs dbhástclks, k Pkdg (Lbapkfock Pkdg ib Ucb Iblg), ktuk ga Dbhástclk, lba k `cfkdcikig prcflcpkd ig>
k. ( ) igsgfvb igsgfvbdvcag dvcagftb ftb g gslb gslbkagf kagftb tb ik prbiu prbiuèìb èìb ig ig sbnk. sbnk. e. ( _ ) supbrtg kb igsgfvbdvcagftb g gslbkagftb ik prbiuèìb. l. ( ) igsgfvb igsgfvbdvcagf dvcagftb tb g gslb gslbkagf kagftb tb ik prbiu prbiuèìb èìb ig ig lk`ã. lk`ã. i. ( ) supbrtg supbrtg kb lrgslc lrgslcagft agftb b ibs ibs ekflbs ekflbs erksc erkscdgcrbs dgcrbs.. 7- Fb dgvkftkagftb ig gaprgsks cficlkibrks ig gxlgdîflck ga bpgrkè÷gs dbhástclks, b Hrupb Zìb ig Kèþlkr `kz cftghrkèìb lba bs `brfglgibrgs `brfglgibrgs ktrkvãs ig scstgak qug hkrkftg akcbr prbiutcvcikig ik `rbtk. Kpüs k gftrghk ibs prbiutbs fk dbnk, b agsab lkacfoìb vbdtk ê lgftrkd ig icstrceucèìb, lkrrghkib lba prbiutbs ig igtgracfkib `brfglgibr. `brfglgibr. K cstb b hrupb igfbacfk>
k. ( _ ) `rbtk btcaczkik. e. ( ) fb fbvb vbss ab abik ikcs cs.. l. ( ) `rb `rbtk tk iup iupdcl dclkik kik.. i. ( ) `rb `rbtk tk rgh rghcbf cbfkdc kdczki zkik. k. KWDK KWD K< ;- K Dbhástclk ig \uprcagftbs pdkfgnk, capdgagftk g lbftrbdk bs `duxbs `ásclbs ig aktãrcks-prcaks g aktgrckcs g cf`brakè÷gs rgdklcbfkiks, ibs `brfglgibrgs ktã k gaprgsk-ldcgftg. Ksscfkdg ks ërgks ga qug oë pkrtclcpkèìb ik Dbhástclk ig \uprcagftbs>
k. ( ) prbiutb prbiutb - pdkfgnka pdkfgnkagftb gftb ik lrckèìb lrckèìb - vgfi vgfiks ks - `brfglg `brfglgibrgs ibrgs e. ( ) prbiutb prbiutb - pdkfgnkag pdkfgnkagftb ftb ik ik prbabèì prbabèìb b - lbaprks lbaprks - kuictbrg kuictbrgss l. ( _ ) prbiutb - pdkfgnkagftb ik prbiuèìb - lbaprks - `brfglgibrgs i. ( ) prbiutb prbiutb - pdkfgnkag pdkfgnkagftb ftb ig ig berks berks - vgfik vgfikss - rglcldk rglcldkhga hga 5- K Dbhástclk ig Zrbiuèìb Zrbiuèìb rgkdczk trkekdob scfãrhclb lba k gqucpg gqucpg ig prbhrkakèìb g rgkdczkèìb ib prblgssb prbiutcvb. prbiutcvb. Ksscfkdg k kdtgrfktcvk qug agflcbfk agflcbfk b prbhrkak lbaua ês iuks ërgks ig hgstìb>
k. ( ) Zrbh Zrbhrka rkakk ig ig Ugss Ugssupr uprcag cagft ftb b e. ( ) Z Zrbhrka rbhrkakk ig ig Uglrut Uglrutkagft kagftb b ig ig Aìb-ig Aìb-ig-berk -berk l. ( ) GIC GIC - Yr Yrblk blk Gdg Gdgtrù trùfcl fclk k ig Iki Ikibs bs
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Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
9- K Dbhástclk Ugvgrsk, Ugvgrsk, kdãa ig ktgfigr ês qugst÷gs ik cakhga ik gaprgsk g, ga kdhufs lksbs, ktgficagftb ê dghcsdkèìb, pbig prbpbrlcbfkr ê gaprgsk>
k. ( ) hkr hkrkft kftck ck ig vgf vgfiks iks e. ( _ ) dulrktcvcikig l. ( ) rgs rgsgrv grvks ks kae kaecgf cgftkc tkcss i. ( ) rgsg rgsgrvk rvkss ig ig hës hës lkr lkreùf eùfclb clb 7- K tgfiîflck ibs prblgssbs dbhástclbs fb `uturb sgrga bpgrkibs lba suprcagftb cftgdchgftg, gdcacfkèìb ig gspkèbs blcbsbs g, kb agsab tgapb, utcdczkèìb pdkfgnkik igstgs, icz rgspgctb k>
k. ( _ ) gstbqugs rklcbfkdczkibs. e. ( ) igs igspgr pgriál iálcb cb zgr zgrb. b. l. ( ) lbdgt lbdgtkk ig iki ikibs bs rëpc rëpcik ik g prg prglcs lcsk. k. i. ( ) dblkd dblkdczkèì czkèìbb rëpci rëpcikk ibs lbap lbapbfgft bfgftgs. gs. 0- Ksscfkdg k kdtgrfktcvk kekcxb qug kprgsgftk qukdc`clkèìb ga igsklbrib lba ks lbapgtîflcks g okecdcikigs igsgnkiks pkrk b pgr`cd ib prb`csscbfkd ig Dbhástclk>
k. ( ) icfka icfkaclcik clcikig, ig, lrckt lrcktcvcik cvcikig, ig, fgtwbrm, fghblckibr g trkekdob ga gqucpg e. ( ) kutbicikt kutbiciktcsab, csab, lbfog lbfoglcagf lcagftbs tbs ig hgstì hgstìb b `cfkflgcrk `cfkflgcrk g vcsìb vcsìb ig ig agrlkib agrlkib l. ( ) lbfoglcagft lbfoglcagftbs bs ig trkfspbrt trkfspbrtg g g rbtgcrczkèì rbtgcrczkèìb, b, abtcvkèì abtcvkèìb b g lbaufclkèì lbaufclkèìbb g`clkz g`clkz i. ( _ ) vcsìb scstîaclk, fgtwbrm, kutbiciktcsab g cficvciukdcsab
Ugspbstk KWDK KWD K<
Wa `uflcbfërcb, qug trkekdok ga Dbhástclk, prglcsk gslbdogr g lbftrktkr bs vgáludbs kigqukibs ês lkrhks qug gdg pbssuc ga sgu igpüsctb pkrk rgkdczkr ks igvciks gftrghks. Kssca, knuig-b kssblckfib b tcpb ig lkrhk kb vgáludb kigqukib> k. rg`rchgrkftgs/egeciks e. sgagftgs g prbiutbs k hrkfgd l. dádáqu quci cibs bs ga hr hrkf kfig igss qu qukf kftctcik ikig igss
( l ) lkacfoìb-tkfqug ( k ) lkacfoìb tcpb scigr ( ` ) lkacfoìb-tblb
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Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
Gestão Comercial - Módulo 3 -
\WZUCAGFYB G KUAK^GFKAGFYB
Gstks kudks kudks vcska vc ska prgpkrkr b kdufb p krk igsgapgfokr, igsgapgfokr, lba g`clëlck, g`cl ëlck, tkrg`ks rgdklcbfkiks k suprcagftb g krakzgfkhga, lkpklctkfib-b k brhkfczkr gspkèbs, lbftrbdkr gstbqugs ig agrlkibrcks, igsgfvbdvgr gstrktãhcks pkrk rgpbscèìb, lbfsgrvkèìb g gstblkhga g k rgkdczkr cfvgftërcbs kigqukibs. K K u d k ;, ` kd kdk k i k Ugd Ugdgv gvåf åfll c k f k Lki Lkigc gck k i g \u \up p r c a gf gftt b s , t r kzgf kzgfi i b c f ` b r a kè÷gs pgrtcfgftgs kb cfálcb ib prblgssb prbiutcvb, suprcagftbs g suk sgquîflck cagicktk, k krakzgfkhga pkrk b kekstglcagftb ig `ëerclks g/bu pbftbs-igvgfiks. sgus lbfoglcag lbfoglcagftbs ftbs sberg bs Zrblg Zrblgssbs ssbs Eësclbs Fk Kudk 5, 5, vblî kapdckrë sgus ga Krakzgfk Krakzgfkhga hga lbab> lba b> rglg rglgecagftb ecagftb g cfspgèì cfsp gèìb, b, abvcagftkèì abv cagftkèìb b ig lkrhks g gstblkhga g prblgsskagftb, prblgsskagftb, gxpdclkfib bs pkssbs rgdk r gdktcvbs tcvbs k lkik gtkpk gtkpk
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Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
Kl urëlc Klur ëlc k ig gst gstbq bqugs ugs>> Ugdkèìb gftrg b fþagrb ig ctgfs qug fìb kprgsgftkrka cflbrrgè÷gs g b fþagrb tbtkd ig ctgfs lbftkibs kpüs k rgkdczkèìb ig ua cfvgftërcb. Edcstgr> Gaekdkhga Edcstgr> Gaekdkhga pkrk pgqugfbs prbiutbs, ig pdëstclb trkfspkrgftg sgacrráhcib, fk qukd sg abdika lkvcikigs pkrk klbficlcbfkr ufcikigs bu pbrè÷gs ib prbiutb, lbegrtks pbr pkpgd kduaáfcb sgdkib. Lkpct Lk pctkd kd ig hcrb> \ìb hcrb> \ìb bs rglursbs `cfkflgcrbs fglgssërcbs fglgssërcbs pkrk k rgkdczkèìb iks bpgrkè÷gs fbrakcs ig uak gaprgsk> lbaprkr g vgfigr agrlkibrcks/prbiutbs. Ã `brakib pgdbs vkdbrgs ga lkcxk, ga gstbqug g ga lbftks k rglgegr. Luekhga> Bpgrkèìb Luekhga> Bpgrkèìb ig lëdludb ik lkpklcikig ig ua rglcpcgftg bu ig ua rglcftb. Igprglckèìb> Lustb kpurkib pgdk besbdgslîflck (icacfucèìb ik vcik þtcd g ib vkdbr ig ua ega) ig ua gqucpkagftb, aëqucfk, cfstkdkèìb bu caüvgd. Iblks> Zkrtg Iblks> Zkrtg ib pbrtb dkigkik ig lkcs, bfig sg kerchka, lkrrghka g igslkrrghka fkvcbs. fkvcbs. Grhbfback> Gstuib Grhbfback> Gstuib lcgftá`clb iks rgdkè÷gs gftrg obaga g aëqucfk, vcskfib ê sghurkfèk g ê g`clcîflck cigkcs fb abib lbab ua g butrk cftgrkhga. Gstkqugkagftb> \ghurkr Gstkqugkagftb> \ghurkr lba gstklks, lbdblkrga-sg gstklks ga kdhua duhkr. G-tkh> Gtcqugtk G-tkh> Gtcqugtk ig cigftc`clkèìb pbr rkicb`rgquîflck (U@CI). Zgractg k cigftc`clkèìb ig be ngtbs. \ìb icspbsctcvbs ig lbaufclkèìb ig lurtb kdlkflg g ig ekcxk pbtîflck, `klcdctka k dblkdczkèìb ibs bengtbs, tîa lkpklcikig ig lbaputkèìb dblkd, krakzgfkagftb ig cf`brakèìb `kzgfib k lbaufclkèìb lba butrbs icspbsctcvbs. Mkfekf> Lbftrbdg Mkfekf> Lbftrbdg ig rgpbscèìb ig aktgrckcs pkrk b gstbqug. Fgstg scstgak, k fglgsscikig ig lbaprk ã cficlkik pbr lkrt÷gs qug cficlka b abagftb lgrtb ik kqucscèìb. Dkybut> Gs Gseb ebèb èb,, pr prbn bngt gtb b bu pd pdkf kfgn gnka kagf gftb tb ig ua uak k be berk rk,, ic icst strc rceu eucè cèìb ìb ig be beng ngtb tbss ga ua gs gspk pkèb èb.. Besbdgslîflck> Icacfucèìb Besbdgslîflck> Icacfucèìb ik vcik þtcd g ib vkdbr ig ua ega, fìb igvcib kb igshkstg lkuskib pgdb usb, aks kb prbhrgssb tãlfclb bu kb surhcagftb ig prbiutbs fbvbs. Bfgrbsb> Kqucdb Bfgrbsb> Kqucdb qug lustk lkrb, icspgficbsb, qug tga lustbs gdgvkibs. Zkdgtg> Gstrkib Zkdgtg> Gstrkib ig akigcrk pkrk klbabikèìb g trkfspbrtg ig agrlkibrcks lba `ufèìb ig gstblkr,, prbtghgr g `klcdctkr b igsdblkagftb ig aktgrckcs. B pkdgtg erkscdgcrb, lbfoglcib pbr ZEU gstblkr C, tga agiciks ig ;.5:: aa x ;.::: aa. Zkftbhrë`clk> Fb Zkftbhrë`clk> Fb tg tgxtb xtb,, rg` rg`gr grg-s g-sg g k ga gapcd pcdok okig igcrk crkss qu qug g pb pbss ssug uga a ics icspb pbsc sctcv tcvbs bs krt krtclu cludki dkibs bs,, qu qug g sg kerga g `gloka lbab ua pkftührk`b (cfstruagftb qug `kz lüpcks ig igsgfobs aglkfclkagftg). Zclmcfh>> \gpkrkèìb ig pgicibs, fb gstbqug. Zclmcfh Zclmcfh-dcst>> Lokakik fb Erkscd ig dcstk ig sgpkrkèìb, trktk-sg Zclmcfh-dcst trktk-sg ig ua ibluagftb, qug rgdklcbfk bs ctgfs k sgrga sgpkrkibs, pkrk ktgfigr ês brigfs ig `kerclkèìb bu gxpgicèìb. Zbdcprbpcdgfb> Ycpb Zbdcprbpcdgfb> Ycpb ig pdëstclb qug pbig sgr abdikib, uskfib kpgfks kquglcagftb, bu sgnk, ã ua tgrabpdëstclb. Zrbpudsìb> Ca Capu puds dsb b pk pkrk rk `r `rgf gftg tg== ag agcb cb ig `k `kzg zgrr (k (kdh dhb) b) sg ab abvg vgrr pk pkrk rk `r `rgf gftg tg - lb lbae aeus ustátávg vgd/d/gf gfgr grhc hck. k. Zuso-eklm>> Gqucpkagftbs ig krakzgfkhga bfig bs pkdgtgs sìb lbdblkibs ga trcdobs, Zuso-eklm
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Gestão Comercial - Módulo 4 -
K WDK ; KWDK UGDGPÅFLCK FK LKIGCK IG \WZUCAGFYB \WZUCAGFYB\ \
Cftrbiuèìb Kpgskr Kpgs kr ig vg vgft ftbs bs lb lbft ftrë rërcrcbs bs kb lr lrgs gslc lcag agft ftb b glbfùaclb aufickd, k pkrtcr ib `cfkd ig 5::?, b Erkscd Erk scd në prb prbngt ngtkvk kvk lbf lbfsci scigrë grëvg vgdd ku kuagf agftb tb fb fáv fávgd gd ig prbiuèìb ga tbibs bs sghagftbs. Oë, gvcigftgagftg, ua rg`dgxb ik lrcsg `cfkflgcrk aufickd fb fávgd ig lrgslcagftb, aks kcfik gxcstga scfkcs scf kcs ig ig igsg sgfvb fvbdvc dvcag agftb ftb bes besgrv grvëv ëvgcs gcs.. Wa ig igsstgs cfi cficlk clkib ibrgs rgs gst gstë ë fk ab abvca vcagft gftkè kèìb ìb ig lk lkrhk rhkss ga tbibs bs abikcs> rbibvcks, `grrbvcks, akrátcabs, ocirbvcks g lkrhk kãrgk.
Gstk abvcagftkèìb ã vctkd tkftb pkrk suprcagftb ibs lbfsuacibrgs `cfkcs qukftb pkrk ks `ëerclks qug, sga b igvcib prbvcagftb ig aktãrc akt ãrck-p k-prcak rcak,, lba lbapbf pbfgft gftgs gs g iga igakcs kcs cfs cfsuab uabs, s, tîa sgus prblgssb prblgssbss prbiutcvbs cftgrrbapcibs. cftgrrbapcibs. Lbaglgabss `kdkfib sberg k capbrtåflck Lbaglgab ibs suprcagftbs fks gaprgsks.
Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
Gestão Comercial - Módulo 3 -
qukcs sìb hgrgflckibs fks ic`grgftgs gtkpks ibs prblgssbs ig rglgecagftb, krakzgfkhga g icstrceucèìb. Lkigck ig \uprcagftbs ã b lbfnuftb ig aktgrckcs fglgssërcbs pkrk bpgrkèìb ig uak ua k ga gapr prgs gsk k lb lbag agrl rlck ckdd bu `k `ker ercl clkf kftg tg.. Khrupk tbibs bs fávgcs ig `brfglcagftb ib prbiutb, igsig k aktãrck-prcak erutk ktã k gftrghk ib prbiutb kb sgu igstcfb `cfkd, cflducfib `duxb rgvgrsb pkrk rglcldkhga, igslkrtg g igvbduè÷gs. Ã lbrrgtb k`crakr qug fgstk —lbrrgftg‑, bs suprcagftbs sìb igtgracfkftgs ig vërcks iglcs÷gs gstrktãhclks> ;. Dgki Ycag> tgapb ;. Dgki Ycag> tgapb ig rgssuprcagftb 1 sbak ib tgapb ig lbaprk akcs b tgapb ig trkfspbrtg. 5. Gspkèbs pkrk Krakz Kra kzgfk gfkhga. hga. <. Gqucpkagftbs ig Abvcagftkèìb. 9. Ycpb Ycpbss ig Gaekdkhga. 7. Abikcs Abikcs ig Yrkfspbr Yrkfspbr tg. 0. Ug Uglursb lursbs> s> ouakfbs, oua kfbs, tglfbdü tglfbdühclbs hclbs g `cfkflgcrbs. Kssghurkr Kssghu rkr kpg kpgfks fks k ics icspbf pbfcec cecdcik dcikig ig ig ua ctga fìb ã su`clcgft su`clcgftg. g. K ërgk ig Zdkfgnka Zdkfgnkagftb gftb g Lbftrbdg ik Zrbiuèìb g b pgssbkd ig Lbaprks gxch gx chga ga qu qug g bs pr prkz kzbs bs g ks qu qukf kftctcik ikig igss gs gstk tkeg eg-dglciks sgnka kssghurk kssghurkibs ibs pgdk Dbhástclk. Ã fbrakd k fbagkèìb ib igpkrtkagftb rgspbfsëvgd pgdk hgstìb ig lbaprks, lbab —Igpkrtkagftb ig \uprcagftbs‑, b qukd `kz pdkfgnkagftb ig tbiks ks lbaprks, ktuk fb lbftrbdg g hgstìb ig gstbqugs, ega lbab fk rglgpèìb g krakzgfkhga.
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Ig `brak scftãtclk, tbik brhkfczkèìb, gspglckdagftg ks cfiþstrcks, rglgega suprcagftbs> aktgrckcs, lbapbfgftgs icvgrsbs, utcdczka utcdczk a aìb-i aìb-ig-berk g-berk,, prblg prblgsska sska sgus rglursbs iurkftg k prbiuèìb g igpbcs `kzga k icstrceucèìb kb agrlkib, ikqucdb qug prbiuzcrka. \grcka gftìb, trîs scstgaks qug sg cftgrigpgfiga lbftcfukagftg. K Db Dbhás hástctclk lk ig \up \uprcrcagf agftbs tbs lbf lbftr trce ceug ug lba agdobrcks fbs fávgcs ig sgrvcèbs prgstkibs g rgiuè÷gs ig lustbs dbhástclbs fk Lkigck ig \uprcagftbs, vckecdczkfib vkftkhga lbapgtctcvk sustgftëvgd, pkrk ks gap r g s ks gf v b d v c i k s. K Db h á s t c lk i g \uprcagftbs tga pkrtclcpkèìb ga ktcvcikigs icrgtkagftg dchkiks kb Zrbiutb, Zdkfgnkagftb ik Zrbiuèìb, Kiacfcstrkèìb ig Lbaprks g Igsgfvbd Igsgfvbd vca gftb ig @brfglgibrgs. Zbigrákabs iczgr qug b \cstgak ig \uprcagftbs \uprca gftbs cftghr cftghrk k vërcbs suep sueprblgss rblgssbs> bs> Hgstìb ig Yrkfspbrtg Cftgrfb, Hgstìb ig Lbaprks g Abvcagftkèìb g Kdcagftkèìb ik dcfok ig prbiuèìb. Kssca qug sg gflgrrk ua lcldb, lcl db, fkt fkturk urkdag dagftg ftg but butrb rb gst gstë ë ga abv abvccagftb lba k rglgpèì rglgpèìb b ig suprcagf suprcagftbs. tbs. Gstg lcldb lbftáfub, pkrk fìb sgr qugerkib, igpgfig ik Hgstìb ig \uprcagftbs. Fgstk kebrikhga, igvga sgr cflduáibs, lbab suprcagftbs, ktã cf`brakè÷gs pkrk prgstkèìb ig sgrvcèbs.
Gestão Comercial - Módulo 4 -
Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
Ldkssc`cl Ldk ssc`clkèì kèìb b ig \uprcagftbs K vkrcgikig ig gdgagftbs, ldkssc`clkibs lbab suprcagftbs, vkc auctb kdãa ik aktãrckprcak iks gaprgsks. gaprgsks. Kekcxb, rgdklcbfkabs bs prcflcpkcs tcpbs> • Aktãrcks-prcaks= • Gqucpkagftbs bu lbapbfgftgs ig prbiutbs= • Zrbiutbs klkekibs pkrk lbaãrlcb (ktklkib/vkrgnb) bu sgrvcèbs= • Kdcagftbs= • Aktgrckd pkrk rglcldkhga= • Zgèks ig rgpbscèìb= • Aktgrckcs ig kpbcb ik prbiuèìb> gaekdkhgfs, aktgrckcs fìb-prbiutcvbs gtl.= • Aìb-ig-berk= • Cf`brakèìb= • gtl.
Kra K rakzgfkh kzgfkhga> ga> Hgst Hgstìb ìb ig Gsp Gspkèb kèbss
Besgrvg ks bpgrkè÷g Besgrvg bpgrkè÷gss ig ua Lkdd Lkdd LgfLgftgr qug prgstk pr gstk sgrvcèbs sgrvcèbs ê uak sghurkibrk> Wa sghurkib klcbfk ua kfkdcstk ig ktgficagftb qug, pgdks cf`brakè÷gs rglgec-
K krakzgfkhga fìb pbig sgr lbflgctukik ig `brak þfclk. Ã þfclk. Ã ua lbfnuftb ig `ufè÷gs ig rglgpèìb, igslkrhk, lkrrghkagftb, lkrrghkagftb, krruakèìb g lbfsgrvkèìb ig aktãrcks-prcaks, prbiutbs klkekibs bu sgacklkekibs. Krakzgfkr pbig rgqugrgr, kdãa ibs prblgssbs agflcbfkibs, cfspgèìb, hgstìb ibs `duxbs ig prbiuèìb g prbvciîflcks qukftb ê
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Gestão Comercial - Módulo 4 -
Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
Gestão Comercial - Módulo 3 -
sgnka kprbvgctkiks butrks bpgrkè÷gs lbab> pgrsbfkdczkèìb ib prbiutb, klkekagftbs, gaekdkagftb g rbtudkhga.
K kr kra a kzgf kh khga ga g` g`cc l kz ã kq kqu u gd gdk k qug hgrk vkdbr khrghkib ês agrlkibrc ks qug kiacfcst rk. \uk \uk acssìb ã t rkz rkzgr gr sbduè÷gs ig klbabikèìb ig agrlkibrcks icvgrsks, kb agfbr lustb pbssávgd. Zkrk tkftb, k krakzgfkhga tga bs sghucftgs bengtcvbs> ;- Aëxcak utcdczkèìb ib gspkèb trcicagfscbfkd= 5- Wtcdczkèìb 5 Wtcdczkèìb rklcbfkd ibs rglursbs icspbfávgcs= <- Klgsscecdcikig < Klgsscecdcikig g kuagftb ik vgdblcikig fk abvcagftkèìb ibs aktgrckcs= 9- Zrbtgèìb ibs ctgfs gstblkibs, vcskfib ê rgiuèìb iks pgriks pbr kvkrcks= 7- Zgracssìb 7 Zgracssìb iglbfbacks fks ërgks gfvbdvciks>> trkfspbrtg vbdvciks trkfspbrtgs, s, prbiuèì prbiuèìb b g lbaprks lbaprks== 0- Gqucdáercb ibs ic`grgftgs fávgcs ig prbiuèìb. Ybibs gstgs bengtcvbs, pkrk sgrga ktcfhcibs, igpgfiga ib pgr`gctb gftgficagftb ibs `ktbrgs qug cf`dugflcka bs lustbs ig krakzgfkhga, ega lbab capbrtåflck rgdktcvk igstgs. B prblgssb ig krakzgfkhga, ega lbfiuzcib, rghudk b `duxb ig agrlkibrcks gftrg k icspbfcecdcikig (b`grtk) g k fglgsscikig (prblurk) ibs `kerclkftgs, lbagrlckftgs g lbfsuacibrgs. Krakzãa Kr akzãa - pkdkvrk ig brchga ërkeg kdakokzëf,, —sütìb, gftrgpbstb‑ - ã b fbag hgakokzëf fãrclb fãr clb pkr pkrk k gsp gspk kèb `á `ásc sclb lb,, ga qu qug g sg igpbsctka aktãrcks-prcaks, aktãrcks-prcaks, prbiutbs sgacklkekibs klkek ibs bu klk klkekibs, ekibs, ê gspgrk ig s grga
Kr akzgfkhga Krakzgf khga>> Cap Capb b rt rtåfl åflcc k, Pkftkhgfs g Igsvkftkhgfs Kfkdcstks ig Dbhástclk lbflbrika qug, prcflcpkdagftg, ga `ufèìb ibs lustbs ibs gspkèbs, qug ã uak iks prgblupkè÷gs iks gaprgsks, k krakzgfkhga igvg sgr rklcbfkd g igvg begiglgr gxchîflcks aáfcaks, uak vgz qug bs aktgrckcs tîa tgapb blcbsb, kb dbfhb ib prblgssb. Kssca, ã fglgssërcb kfkdcskr> ;- qukftcikig> su`clcgftg pkrk k prbiuèìb pdkfgnkik= 5- qukdcikig> prã-ig`cfci prã-ig`cfcik k pgdb sgtb sgtbr r lbapgtgftg, lbfvgfcgftg fb abagftb ik suk utcdczkèìb= <- bpbrtufcik bpbrtufcikig ig>> icspbfcec icspbfcecdciki dcikig g fb dblkd g abagftb igsgnkib= 9- prgèb> b akcs glbfùaclb pbssávgd igftrb ibs pkråagtrbs agflcbfkibs. • Pkft Pkftkhgfs khgfs Ybi bibs bs bs kf kfkd kdcs cstk tkss tg tgbr brcz czka ka pg pgdk dk fg fglg lgssscikig ig acfcaczkèìb ibs gstbqugs, aks sgaprg igftrb ig uak dühclk ig fìb sg lrckr ruptur rup turks ks fb kek kekstg stglca lcagtf gtfb. b.Kss Kssca, ca, kra krakzg kzgfkr fkr ã prblgssb pkrk b qukd fìb sg vcsukdczk gxtcfèìb. K ebk hgstìb ib krakzgfkagftb, ig `brak rklcbfkd, igftrb iks scfhudkrcikigs ig lkik gaprgsk, pbigrë trkzgr auctks vkftkhgfs, qug rgpgrlutga fbs lustbs> ;- Agdobr kprbvgctkagftb ib gspkèb= ;- Agdobr 5- Ugiuèìb 5 Ugiuèìb ibs lustbs ig abvcagftkè÷gs g ibs gstbqugs= <- Agdobrck < Agdobrck ik prbiuèìb g agdobrck ik tglfbdbhck=
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• Igsvkftkhgfs Ik ag agsa sak k `b `bra rak k qu qug g ci cigf gftctc`c`clk lkab abss vk vkfftkhgfs, igvgabs besgrvkr qug hukrikr, lbfsgrvkr g akftgr gstbqugs, agsab qug ega kiacfc kia cfcstr strkib kibs, s, pbi pbiga ga hgr hgrkr kr kdh kdhufs ufs prb prbedg edgaks aks>> ;- Krakzg ;- Kra kzgfkr fkr rgq rgqugr ugr blu blupkè pkèìb ìb ig rgl rglcfcftbs prüprcbs bu kduhkibs, qug hgrka lustbs= 5- Ctgfs 5 Ctgfs krakzgfkibs pkrkibs schfc`clka cfvgstcagftbs qug fìb gstìb hgrkfib rgtbrfb, gfqukftb fìb `brga prblgsskibs= <- K krakzgfkhga rgqugr sgrvcèbs kiacfcstrktcvbs= 9- Agrlkibrck 9 Agrlkibrck krakzgfkik tga prkzbs ig vkdcikig, qug igvga sgr rgspgctkibs= 7- [ukftb 7 [ukftb akcbr b krakzãa, akcs gdgvkibs sìb bs lustbs ig abvcagftkè÷gs .
Gestão Comercial - Módulo 4 -
Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
qugr rglursbs fglgssërcbs pkrk ikr brchga k ua ega. 9- Yrë`ghb Yrë`ghb>> `duxb iks agrlkibrcks trkfspbrtkiks, ega lbab `duxb ig vgáludbs g pgssbks. Kssca, obagfs, aëqucfks g aktgrckcs kssblckibs lbapbrìb tcpbs ig bpgrkè÷gs ig trë`ghb, lbab> ;- Igsklbabikèì Igsklbabikèìb= b= 5- Lkrrghkagftb= 5 Lkrrghkagftb= <- Abvcagftkè÷gs < Abvcagftkè÷gs cftgrfks ib dblkd= 9- Abvcagftkè÷gs 9 Abvcagftkè÷gs gxtgrfks ib dblkd= 7- Igslkrrghkagftb= 7 Igslkrrghkagftb= 0- Klbabikèìb. 0 Klbabikèìb.
@ufèìb ig Zrcbrcikig ga Krakzgfkhga
K icspbscèìb ig aktgrckc aktgrckcss fb krakzãa pbig sgr rgkdczkik ig lbf`bracikig lba prcbrcikig ig usb, lbfsgrvkèìb bu butrbs `ktbrgs. Igtgracfkftgs iks Iglcs÷gs Kssca, tgabs> ig Krakzg Kr akzgfkhga fkhga ;- Khrupkagftb> gstg tcpb ig krakzgfkhga `klcdctk k krruakèìb g euslk ig aktg[ukfib sg pdkfgnk b rglgecagftb ig rc rckc kcs, s, ak akss pr prgn gnui uicl clk k b kp kprb rbvg vgctctka kagf gftb tb ib agrlkibrcks pkrk krakzgfkhga, auctks qugs- gspkèb. Gx.> abdigs, pgèks g dbtgs ig suprct÷gs cf`dugflckrìb fks iglcs÷gs k sgrga tb- agftbs, kbs qukcs sg ktrceuc ua fþagrb qug, akiks. Lkik lksb igvgrë sgr trktkib ig `brak pbr suk vgz, pgrtgflg k ua hrupb, cigftc`ccficvciukdczkik, aks ga tbik bpgrkèìb, tkd lkfib-bs lba k icvcsìb ik gstkftg rgspgltcvk. r gspgltcvk. qukd në agflcbfkib ga \uprcagftbs, igstk5- Ykakfob, Zgsb g Lkrkltgrástclk> krLkrkltgrástclk> krlka-sg ks sghucftgs vkrcëvgcs> akzgfkr pbr gstg lrctãrcb pgractg agdobr kprb;- Aktgrckd> ctga Aktgrckd> ctga akcs capbrtkftg ik kr- vgctkagftb ib gspkèb, aks gxchg rchbrbsb akzgfkhga. Ã tcpc`clkib qukftb suk utcdczkèìb, lbftrbdg iks abvcagftkè÷gs. lbfsuab, kprgsgftkèìb g lkrkltgrástclks gs<- @rgquîflck> k `rgquîflck lba qug b pglckcs, qug igtgracfka bs prblgicagftbs k aktgrckd ã abvcagftkib vkc igtgracfkr k krsgrga bpgrklcbfkdczkibs. akzgfkhga akzg fkhga.. Igvg sgr `gctb ua lbft lbftrbdg rbdg ktrk5- Gspgrk> icz rgs rgspgc pgctb tb ê lrb lrbfbd fbdbhc bhck, k, vãs ig rghcstrb qug igtgracfg b dblkd bfig b tgapb/pgrábib ig rglgpèìb g krakzgfkagftb. aktgrckd igvgrë sgr lbdblkib, ega lbab vgrcCficlk k kftglcpkèìb lba qug bs aktgrckcs `clkr b tkakfob iks gstkftgs, ig abib k rkigvga sgr lbdblkibs fk gaprgsk, ê gspgrk ig lcbfkdczkr b kprbvgctkagftb ib gspkèb. sgrga utcdczkibs fb prblgssb. Gxcstga sctuk9- Dbtg ig Ugsgrvk Ugsgrvk g Dbtg Icërcb > trktkè÷gs ga qug, kb cfvãs ib prblgssb ig krak- sg ig uak krakzgfkhga sgpkrkik, lbfstczgfkhga sgr pgrakfgftg, pbig-sg rgqugrgr tuáik pbr ua sghufib krakzãa ig pgqugfbs
Gestão Comercial - Módulo 3 -
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@ufèìb ik i k Fktur Fkturgz gzk k ibs Ak Aktgrckcs tgrckcs ga Krakzgfkhga
Gestão Comercial - Módulo 4 -
Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
Gestão Comercial - Módulo 3 -
Ldkssc`clkèìb ig Krakzãfs Igpgfig Igpgf igfib fib ik lba lbapdg pdgxci xcikig kig ik ikss bp bpgrk grk-è÷gs, ks qukcs sìb prbpbrlcbfkcs ê qukftcikig g icvgrscikig ig aktgrckcs qug lcrludka ig `brk pkrk igftrb ik gaprgsk, bs ctgfs qug sìb prblgsskibs, g ê qukftcikig g icvgrsc`clkèìb ig prbi pr biutb utbss qu qug g sì sìb b gx gxpg pgic icib ibs, s, lk lkik ik brh brhkf kfcz czkè kèìb ìb,, sgaprg ig klbrib lba suk rgkdcikig ig gstruturk g pbigr ig brhkfczkèìb, tgrë ga sgus ibaáfcbs `ásclbs vërcbs tcpbs ig krakzãfs. Zkrk cdustrkr gstk k`crakèìb, vgnkabs bs tcpbs akcs lbaufs ig krakzãfs pkrk hrkfigs gstruturks lbrpbrktcvks cfiustrckcs>
Zkrk lkik lkrkltgrásctclk `ásclk fkturkd ibs aktgrckcs, oë ig sg betgr ig `brak rklcbfkd k icspbscèìb fb krakzãa. Kssca, tgabs> ;- Aktgrckcs Icvgrsbs> khrupkr b aktgrckd ga ufcikigs ig trkfspbrtg g krakzgfkhga tìb hrkfigs qukftb pbssávgcs, ig abib k prggflogr b vgáludb pbr lbapdgtb. 5- Ak Aktgrck tgrckcs cs k Hrk Hrkfgd> fgd> kra krakz kzgfk gfkrr, ig prg prg-`grîflck, pgrtb ib dblkd ig utcdczkèìb, vcstb qug trkfspbrtkr gstg tcpb ig aktgrckd ã bfgrbsb. Bs icspbsctcvbs scdbs sìb cficlkibs pkrk hrkfigs qukftc quk ftciki ikigs, gs, bu kcf kcfik, ik, rgs rgsgrv grvktü ktürcbs rcbs ig hrk hrkfig figss ;- Krakzãa Krakzãa ig Zrbiuèì Zrbiuèìb> b> sueicvcigicagfs÷gs. Zkrk qukftcikigs agfbrgs, utcdcsg ga> zka-sg tkaebrgs, tbfãcs, dktks g lkcxks. • Aktãrcks-prcaks= <- Zrb Zrbiutbs iutbs Dáqucibs> tka Dáqucibs> tkaeã eãa a ã kl klbf bfsg sg-• Zrbiutbs sgacklkekibs= doëvgd krakzgfkr prüxcab kb dblkd ig usb. Ga Dbhástc Dbh ástclk, lk, dáq dáquci ucibs bs pbi pbiga ga kpr kprgsg gsgftkr ftkr k vkf vkftkhg tkhga a • Zrbiutbs klkekibs= ib trk trkfsp fspbrt brtg g iut iutbv bvcër cërcb, cb, lk lksb sb okn oknk k pb pbssc sscecd ecdcik cikig. ig. • Krakzãa ig kekstglcagftb= Zbr gstg agcb, pbiga sgr icrgtkagftg lbfiuzc• Krakz Krakzãa ãa ig rgsgr rgsgrvks vks g kekst kekstglcag glcagftb ftb icërcb. ibs ib dblkd ig krakzgfkhga pkrk k `ëerclk. 9- Zrbiutbs Hksbsbs> tbiks ks prglku5- Kra Krakz kzãa ãa ig Aktgrckd Aktgrckd Kuxc dckr b u ig è÷gs è÷ gs fg fglg lgss ssër ërck cks, s, k lk lkik ik tctcpb pb ig hë hës, s, ig igvg vgrì rìb b sg sgr r Kl gssür ürcb cbs> s> sueicvcig-sg ga> begiglci begi glciks. ks. Gxch Gxchîfl îflcks cks pgrtc pgrtcfgf fgftgs tgs ê prgs prgssìb sìb Klgss • Aktgrckcs suescicërcbs> duerc`clkèìb ig kigquki kigq ukik, k, sctu sctukè÷g kè÷gss ig pgrc pgrcludb ludbscik scikig ig (gxp (gxpdbsì dbsìb, b, cflîficb gtl.), berchktbrckagftg, igvga sgr be- aëqucfks, igtgrhgftgs, tcftks gtl.= • @gr @grrka rkagft gftks ks,, cfs cfstru truagf agftbs tbs g ics icspbs pbsctc ctcvb vbs= s= sgrvkiks. Zkrk tkftb, rghrks gspglá`clks pkrk klbficlcbfkagftb g trkfspbrtg, qug tkaeãa pb• Akigcrks. igrë ig rë sg sgrr rg rgkd kdcz czki kib b pb pbrr iu iutb tbs, s, sì sìb b au auctctb b rá ráhc hcik iks. s. <- Kra Krakz kzãa ãa ig Ag Agrlkibr rlkibrcks> cks> sueicvcig sueicvcigsg ga> Yrkfspbrtg Iutbvcë Iutbvcërcb rcb ã ã kq kqug ugdg dg ga qu qug g • Krakzãa ig egfs sga cfvgstcagftb b prbiutb `duc igftrb ig uak dcfok ig tuebs bu prüprcb= iutbs, —`brèkib‑ ktrkvãs ig prgssìb sberg b • Krakzãa ig gxpgicèìb g ig aktgrckd prbiu prb iutb tb k sg sgrr trk trkfs fspb pbrtk rtkib ib bu pb pbrr kr krrk rkst stg g ig igst stg g kftchb. prbiutb pbr agcb ig ua gdgagftb trkfspbrtkibr. Ybib scstgak iutbvcërcb tga trîs gdgagf9- Krakzãa ig Dáqucibs> fgstg kraktbs prcf prcflcp lcpkcs kcs>> tgra tgracfk cfkcs, cs, lba gqu gqucpk cpkagf agftbs tbs ig zãa, utcdczka-sg rglgptëludbs, tkaebrgs, tbprbpudsìb ibs prbiutbs= tuebs g ks nuftks ig fãcs, gftrg butrbs, pkrk krakzgfkhga dcvrg ig ufcìb ufc ìb igs igstgs tgs.. \uk \ukss prc prcflc flcpkc pkcss `br `brakt aktkè÷ kè÷gs gs sìb sìb>> dáqucibs. ;-Bdgbiutbs> pk pkrk rk trk trkfs fspbr pbrtg tg ig pgt pgtrüd rüdgb gb
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sbs ig `kerclb bu pkrk icstrceucèìb kbs ldcgftgs. Ga krakzãfs igslgftrkdczkibs, bs aktgrckcs rck cs gfl gflbft bftrka rka-sg -sg rgp rgpkrt krtcib cibss pbr icv icvgrs grsbs bs krakzãfs, sghufib lrctãrcbs ig`cfcibs. • Krakzãa ig dbnk prüprck= • Krakzãa ig pgèks ig rgpbscèìb, pkrk ksscstîflck tãlfclk.
Gestão Comercial - Módulo 4 -
Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
• [uga sgrìb bs rgspbfsëvgcs pgdk kiacfcstrkèìb ib krakzãa2 • Lbab sgrë lbfstruáib b krakzãa2 • [ukftb lustkrë k lbfstruèìb g k akfutgfèìb ib krakzãa2 • [ukcs sgrìb bs rglursbs fglgssërcbs pkrk lbfstruèìb ib krakzãa2 • [ukfib igvgrë sgr lbfstruáib, qukfib lbagèkrë k bpgrkr2
Zdkfgnkagftb g Brhkfczkèìb ig Krakzãfs à prbvëvgd qug, agsab lba rgspbstks k tbiks ks pgrhuftks, fìb sg lbfschk capdgagftkr sbduè÷gs kigqukiks pkrk tbiks ks fglgsscikigs. B bengtcvb ib pdkfgnkagftb ã gvctkr k `kdtk ig gspkèb fbs gstbqugs, gftrkvgs fk abvcagftkèìb ibs aktgrckcs, ic`cludikigs fk rglgpèìb, ktrksbs fk gxpgicèìb g butrbs prbedgaks qug capgèka b eba `uflcbfkagftb ib kr krak akzã zãa. a. Zrb Zrbedg edgak akss ig igst stk k fk fktu turgz rgzk k pbiga sgr acfcaczkibs bu gdcacfkibs, sg besgrvkrabs kdhufs lucikibs fb prbngtb ib krakzãa. Zdkfgnkr g gstruturkr ua krakzãa ã tkrg`k pkrk gfhgfokrck dbhástclk. Fìb sg trktk ig gxkhgrb, pbcs k aë icstrceucèìb ig gspkèbs pbig schfc`clkr prgnuázbs schfc`clktcvbs. Fk kusîflck ig gspglckdcstks, fb aáfcab, igvgrë
Gestão Comercial - Módulo 3 -
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Lucikibs fb prbngtb ib krakzãa ;- Zrbngtkr k lbfstruèìb ib krakzãa, ;- Zrbngtkr tgfib ga vcstk k vcik þtcd aáfcak ig lcflb kfbs= 5- B 5 B tgrrgfb gslbdocib igvgrë pgrtgflgr ê ërgk lba ebk cf`rkgstruturk vcërck g tgr tkakfob iuks k trîs vgzgs supgrcbr ê ërgk fglgssërck pkrk b krakzãa= <- @kzgr < @kzgr gstuibs ig sbdb gvctkfib tgrrgfbs pbrbsbs, krgfbsbs bu dbibsbs, bs qukcs qu kcs rgq rgqug ugrga rga ak akcs cs cf cfvgs vgstca tcagft gftbs bs fk `ksg ig gstkqugkagftb, pkrk sg betgr akcs gstkecdcikig. 9- K 9 K prbpbrèìb gftrg b lbaprcagftb g k dkrhurk igvg sgr ig ;,7 pkrk ;,:. 7- K 7 K pbrtkrck igvg gstkr k`kstkik ib krakzãa, pkrk akcbr sghurkfèk g rgkdczkr, sg pbssávgd, k pgskhga iks lkrhks. Zkrk tkftb, k ekdkfèk ig pgskhga igvg sgr cfstkdkik fk pbrtkrck g bpgrkik pgdb pbrtgcrb bu lbdkebrkibr gspglá`clb= 0- Ga 0 Ga `ufèìb ik aãick rglgecik g gxpgicik fbs pclbs bpgrklcbfkcs, icagfscbfkr k qukftcikig ig iblks fglgssërcks= 8- Ks 8 Ks iblks igvga sgr scaãtrclks, sg pbssávgd, ga 3: hrkus, lba gdgvkèìb fglgssërck g gqucpkiks lba rkapks fcvgdkibrks= ?- Gstuikr g pdkfgnkr b `duxb ig gftrkik ibs lkacfo÷gs fks iblks, fb sgftcib kftc-obrërcb, pkrk `klcdctkr ks akfberks= 3- Zrgvgr 3 Zrgvgr ërgks ig prgpkrk prgpkrkèìb èìb ig lkrhks - stkhg-cf - stkhg-cf g stkhg-but -. Gdks pgractga akcbr prglcsìb fk lbf`grîflck ibs aktgrckcs rglgecibs rglge cibs g gxpgi gxpgicibs, cibs, icacfucfib k pbsscecdcikig ecdciki g ig ic`grgfèks fb cfvgftërcb g grrbs fb ktgficagftb kbs ldcgftgs. Gstgs gspkèbs pbsscecdctka, tkaeãa, k prëtclk ib lrbssiblmcfh g iblmcfh g uak akcbr btcaczkèìb ik aìb-igberk g gqucpkagftbs ig abvcagftkèìb= ;:-- Zrbngtkr ërgks pkrk gaekdkhgfs, ;:
Gestão Comercial - Módulo 4 -
Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
Gestão Comercial - Módulo 3 -
@duxb ig Aktgrckcs ga `brak ig —W‑
G\YB[WG
Uglgecagftb
Gxpgicèìb
Lbab lbapdgagftb k tbiks ks rglbagfikè÷gs klcak, k sghurkfèk k sghurkfèk,, sbe tbibs bs kspgltbs,, ã `ufikagftkd. \ghurkfèk kspgltbs \ghurkfèk ibs lbdkebrkibrgs (tglfclkagftg lokakik ig sghurkfèk ib trkekdob), k sghurkfèk ibs prbiutbs krakzgfkibs g k sghurkfèk ib pktrcaùfcb, (lokakik ig sghurkfèk cfiustrckd) igvga sgr prgsgrvkiks, ktrkvãs ig icspbsctcvbs gssgflckcs k agdobrgs lbficè÷gs ig trkekdob g prgvgfèìb k klcigftgs. \ìb rgqucsctbs tãlfclbs capbrtkftgs> • Dblkdczkèìb kigqukik g klgssbs `klcdctkibs= • Icv Icvcsì csìb b ib kra krakz kzãa ãa ga lb lbapk apkrtca rtcagft gftbs bs== • Zkrgigs g tgtbs lbrtk-`bhb= • Eklcks ig rgtgfèìb ig dáqucibs, ga lksb ig pbssávgcs igrrkags= • Irgfkhga pdkfgnkik (pkrk ëhuks pduvckcs) g rgiuèìb ig lbftkacfkèìb ig dáqucibs pgrchbsbs= • Pgftcdkèìb, kquglcagftb g cduacfkèìb kigqukibs= • \káiks ig gagrhîflck.
Icagfscbfkagftb g Brhkfczkèìb ibs Gspk Gspkèbs èbs @á @ásclbs sclbs
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@ksg ;- Lkpklci @ksg Lkpklcikig kig Fbacfkd Fbacf kd g Lkpklcikig ig Ugscstîflck Kvk dckr Kvkdc kr ks ic icag agfs÷ fs÷gs gs gsp gspglá glá`c`clks lks ik ërgk ib krakzãa. Agicr k ërgk cftgrfk g, sg `br b lksb, gspkèbs utcdczkibs gxtgrfkagftg pkrk krakzgfkhga. Zkrk sg betgr b gspkèb icspbf ics pbfávg ávgdd pkr pkrk k kra krakzg kzgfkh fkhga, ga, igv igvg-s g-sg g agicr lbaprcagftb, audtcpdclkib pgdk dkrhurk g pgdb pã-icrgctb (kdturk fbs gspkèbs cftgrf tg rfb bs). Gstg lëdl dlu udb igtg tgra raccfkrë k lkpklcikig fbacfkd ig krakzgfkhga.
Lkpklcikig Fbacfkd 1 Lkpklcikig Lbaprcagftb _ Dkrhurk _ Kdturk Gx.> Lbaprcagftb ;5:a Dkrhurk 77 a Kdturk :0 a Lëdludb Lë dludb ik Lkpklcikig Lkpklcikig Fbacfkd 1 ;5: x 77 x :0 Ybtk btkdd ik Lkpk pklc lcik ikig ig Fbac bacfk fkdd 1 <3.0:: a<
Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
g ocirëudclks, ërgk ig gslrctürcbs, lbficè÷gs ig cduacfkèìb, lkpklcikigs iks cfstkdkè÷gs gtl. Fgstk sctukèìb ig kfëdcsg ig gstruturk në lbfs lbfstru truáik áik,, gst gstgs gs iki ikibs bs cfi cficlk clkrìb rìb fglg fglgssscikigs bu dcactkè÷gs ik gstruturk k sgr utcdczkik. @ksg <- Krrkfnb @ásclb - Dkybut - Dkybut Fk tgrlgcrk `ksg, ã b abagftb ig vgrc`clkèìb iks lkrkltgrástclks gspglá`clks ig krakzgfkhga, tcpb ig aktgrckcs, klgsscecdcikig k gstgs, `duxb ig abvcagftkèìb g igakcs gstruturks. Kssca, igvg-sg kvkdckr k qukftcikig ig iblks, suks dblkdczkè÷gs g icagfs÷g icagfs÷gs, s, lbrrgibrgs cftgrfbs (icagfs÷gs g icspbscèìb dbfhctuicfkd/trkfsvgrskd), g ërgks gspglá`clks ig abvcagftkèìb (rglgecagftb, gxpgicèìb g sgpkrkèìb ig aktgrckcs).
Fgstk agsak `ksg, skegr b qukftb pbig rgscstcr b pcsb, qug sgrë utcdczkib fb rglgecagftb g abvcagftkèìb ig aktgrckcs, ã `ufikagftkd. `ufikagf tkd. Igstk `brak, k lkpklcikig ig rgscstîflck ib pcsb igtgracfkrë k tbfgdkhga pgractcik fk ërgk ig krakzgfkhga. Fgstg lëdludb, dgvkftk-sg k ërgk ib pcsb lbaprcagftb x dkrhurk -, audtcpdclkik pgdk lkpk lk pklc lcik ikig ig ig rg rgsc scstî stîfl flck ck ob obab abdb dbhk hkik ik pgdb pg dbss rg rgsp spbf bfsë sëvg vgcs cs pg pgdk dk lb lbfs fstr truè uèìb ìb ib agsab. Lkpklcikig ig Ug Lkpklcikig Ugscstîflck scstîflck 1 Lbaprcagftb _ Dkrhurk _ t/a 5 Gx.> Lbaprcagftb Dkrhurk Ugscstîflck
;5:a 77 a :7 t/a5
Ga butrks pkdkvrks, k lkpklcikig fbacfkd g ig rgscstîflck, rgscstîflck, gxldu gxlducfib-sg cfib-sg bs lbrrgibrgs cftgrfbs, ks ërgks gspglc`clkiks fk pdkftk ekcxk (gslrctürcbs, ekfogcrbs, pcdkstrks gtl.), ërgks ig rglgecagftb, sgpkrkèìb
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Dkybut ig Krakzãa> rgprgsgftkèìb Dkybut ig hrë`clk ik icspbscèìb ibs ic`grgftgs gspkèbs ig ua krakzãa. Wa eba dkybut dkybut igvg igvg icstrceucr bs gspkèbs ik agdobr `brak pbssávgd, lbfscigrkfib ks tkrg`ks cficvciukcs g lbdgtcvks gftrg bs vërcbs bpgrkibrgs, gqucpkagftbs k sgrga utcdczkibs g rgspgltcvb gspkèb. Ga Dbhástclk, ua dkybut cigkd acfcaczk k icståflck tbtkd pgrlbrrcik lba k abvcagftkèìb g`clcgftg gftrg bs aktgrckcs, lba k akcbr `dgxcecdcikig pbssávgd g lba lustbs ig krakzgfkhga rgiuzcibs.
K s c f ` b r a kè ÷ gs s b e r g ër gk i g kr Ks akzgfkhga, gstbqug aëxcab g aãicb, vbduag ig gxpgicèìb/rglgpèìb, pbdátclk ig rgpbscèìb ig gstbqug g aãtbib ig abvcagftkèìb cftgrfk sìb caprgslcfiávg lcfiá vgcs cs pk pkrk rk abftk abftkhg hga a ib dkybut kigqukib. Zkrk `cfkdczkr gstg tüpclb, dgaerkabs qug lkik gstruturk ig caüvgd igvg rglgegr kfëdcsg g prblgicagftbs gspglá`clbs ig suks lkrkltgrástclks. Ã lbaua g`gtukr-sg scaudkè÷gs lba vërcbs dkybuts vërcbs dkybuts kdtgrfktcvbs, kdtgrfktcvbs, kvkdckfib-sg prcflápcbs `ufikagftkcs.
Zrcflápcbs Eësclbs ig Ërgks ig Krakzgfkagftb Bs lrctãrcbs eësclbs pkrk ërgks ig krakzgfkhga igvga, fk agicik ib pbssávgd, gs-
Gestão Comercial - Módulo 4 -
Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
Gestão Comercial - Módulo 3 -
e. \gagdokfèk> aktgrckcs qug sìb rglgec lg ecib ibss g gx gxpg pgic icib ibss kb ag agsa sab b tg tgap apb b igvga sgr krakzgfkibs nuftbs. Ik agsak `brak, ctgfs qug sìb lbfnuhkibs bu lbrrgdktbs igvga gstkr gstblkibs prüxcabs ufs ibs butrbs. l. Ykakfob> aktgrckcs ig hrkfig vbduag, pgskibs bu ig ic`álcd abvcagftkèìb prglcska sgr gstblkibs pgrtb ig sgu pbftb ig usb. B cigkd ã prbvcigflckr vërcbs dblkcs g tkakfobs ig gstblkhga. Ctgfs dgvgs g ig `ëlcd abvcagftkèìb pbiga sgr gstblkibs vgrtclkdagftg, g bs akcs pgskibs, ig prg`grîflck, igvga sgr gstblkibs ga ërgks lba tgtb ekcxb. G, pbr `ca, fìb sg igvg kfkdcskr kpgf kp gfks ks b tk tkak akfo fob b ib ibss ct ctgf gfss cf cfic icvc vciu iukd kd-agftg, aks sca b tkakfob ib gstbqug tbtkd ib ctga. i. Lkrkltgrástclks> bs Lkrkltgrástclks> bs aktgrckcs krakzgfkibs igvga sghucr ua aãtbib ic`grgftg ig krakzgfkagftb pkrk lkik pgr`cd> pgrglávgcs, `braktbs, pgrcludbscikig, gstbqugs ig sghurkfèk, pbsscecdcikig ig lbaprgssìb gtl. g. Wtcd Wtcd czkèì czkèìb b i b Gspkèb> akxcaczkr k utcdczkèìb ib gspkèb lþeclb g acfcaczkr pgrikss fb ik fbss vì vìbs bs ig gs gstbl tblkh khga. ga. Lbf Lbfsci scigrk grkr r bestëludbs g dcactkè÷gs ê blupkèìb ibs gspkèbs-lbdufks, gdgvkibrgs, gslkiks, cfstkdkè÷gs ig sgrvcèbs. Bs lbrrgibrgs igvga sgr rgtbs, lba `klcdcikig ig klgssb ês pbrtks, igvcikagftg akrlkibs g lbfsgrvki lbfsgrvkibs. bs.
Ldkssc`clkèìb ig Cfstkdkè÷gs Wa krakzãa pbigrë kprbvgctkr ërgks gxtgrfks igslbegrtks, kdãa ik ërgk þtcd cftgrfk. Igstk `brak k sbak iks ërgks lbegrtks bu fìb, igstcfkiks ê hukrik, rglgecagftb g gxpgicèìb ig agrlkibrcks, lbap÷ga ks cfstkdkè÷gs ig ua krakzãa. k. Ycpbs Ycpbs ig Cfstkdkè÷gs Gxtgrfks
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Gestão Comercial - Módulo 4 -
Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
dgtgs. Ga sghucik, igvg besgrvkr-sg ks lbficè÷gs ib gspkèb> pã-icrgctb, lbficè÷gs ib pcsb gtl. Zbr `ca, igvga sgr vgrc`clkiks ks lbficè÷gs bpgrklcbfkcs> sgdgtcvcikig ib prbiutb g k qukftcikig ig ctgfs k krakzgfkr.
e. Ycpbs ig Cfstkdkè÷gs Cftgrfks • Krakzãa> gstruturk pkrk krakzgfkhga ig aktãrcks-prcaks bu aktgrckcs pkrk utcdczkèìb fb prblgssb ig prbiuèìb= • Lgftrbs ig icstrceucèìb> gstruturk pkrk krakz kra kzgfk gfkhga hga g ics icstrc trceuc eucèì èìb b ig ak aktgr tgrckc ckcss klk klkekekibs, aktãrcks-prcaks bu aktgrckcs sgacprblgsskibs, euslkfib k btcaczkèìb fk icstrceucèìb g fcvgdkagftb ig gstbqugs ig prbiuèìb. • Igp gpüsctbs> üsctbs> gstru gstruturk turk pkrk krakz krakzgfkh gfkhga ga ig ak aktgr tgrckc ckcss kl klkek kekib ibss igs igstcf tcfki kibs bs kb lb lbfs fsuab uab.. • Ug Ugsgrvk sgrvktürcbs> türcbs> gstr gstrutur uturks ks lbf lbfstru struáiks áiks igs igs-tcfkik tcf kikss k kra krakzg kzgfkr fkrhrk hrkfãc fãcss dáq dáquci ucibs bs fìb fìbpgr pgrchb chbsbs sbs== • \cdbs> gstruturks \cdbs> gstruturks lbfstruáiks pkrk krakzgfkhga ig hrìbs g lgrgkcs ga hgrkd= • Ykfqu Ykfqugs> gs> gstruturks gstruturks lbfstruáiks igstcfkiks k krakzgfkr hrkfãcs dáqucibs pgrchbsbs=
\cstgaks ig Krakzgfkhga \cstgaks \cstga ks ig Kra Krakzg kzgfkh fkhga ga sìb gst gstrutu ruturks rks cftgrfks, lbapbstks pbr cfstkdkè÷gs g gqucpkagft ag ftbs bs,, ut utcdc cdczk zkik ikss pk pkrk rk hu hukr krik ik ib ibss ak aktg tgrck rckcs cs,, ks qukcs igvga betgr k aëxcak g`clcîflck fbs `duxbss ig gf xb gftr trki kik, k, hu hukr krik ik g sk skái áik k ig igst stgs gs ak aktg tgrc rckc kcs. s.
Bs scstgaks utcdczkibs akfukdagftg, bu pbr cfstkdkè÷gs g gqucpkagftbs ig abvcagftkèì tk èìb, b, ga gapc pcdo doki kibr brks ks g pb pbrt rtkk-pk pkdg dgtg tgs, s, pb pbr r gxgapdb, igvga krruakr, ig `brak lbfvgfcgftg, ks aktãrcks-prcaks, prbiutbs klkekibs g butrbs aktgrckcs. B lbflgctb ig —vgrtclkdczkèìb ig lkrhks‑ tga lb lbab ab be bengt ngtcv cvb b b aë aëxc xcab ab kp kprb rbvg vgctk ctkagf agftb tb ib ibss gspkèbs vgrtclkcs, lbftrceucfib pkrk b igslbfhgstc hg stcbf bfka kagf gftb tb ik ikss ërg ërgks ks ig ab abvca vcagf gftkè tkèìb ìb g rg rg-iuèìb ibs lustbs ufctërcbs ig gstblkhga. Gxcstga vërcbs tcpbs ig scstgaks ig krakzgfkhga, utcdczkibs ig klbrib lba b tcpb ig prbiutb k krakzgfkr g ërgk icspbfávgd, gftrg butrbs pkråagtrbs. Lkik brhkfczkèìb pbssuc uak rgkdcikig prüprck, aks, ga qukdqugr sctukèìb, ibcs kspgltbs sgaprg prgvkdglgrì lg rìb b fk fkss ig iglc lcs÷ s÷gs gs sb sber erg g sc scst stga gaks ks ig krakzgfkhga> ;. Kspgltbs Kspgltbs @á @ásclbs> sclbs> qukdc`clkè÷gs aktgrckcs, rck cs, ksp kspglt gltbs bs sbe sberg rg lba lbapbs pbscèì cèìb b `ás `ásclk clk,, tka tkakfo kfob, b, kdturk, dkrhurk, abecdcikig gtl. igvga sgr lbfscigrkibs. \ìb trîs lkrkltgrástclks eësclks> k. Igfscikig> lkpklcikig ib scstgak blupkr b aëxcab ig gspkèb pbssávgd, fbs lbapkrtcagftbs ib krakzãa= e. \gdgtcvcikig> `klcdcikig \gdgtcvcikig> `klcdcikig ga sgpkrkr g, sgdglcbfkr bs ctgfs krakzgfkibs fb scstgak= l. @rgquîflck> tkaeãa @rgquîflck> tkaeãa lokakik ig —rbtktcvcikig‑, rg`grg-sg ê cftgfscikig lba qug b ctga ã akfusgkib. Ga butrks pkdkvrks, `rgquîflck lba qug b aktgrckd ã abvcagftkib, ga tgrabs ig gftrkik g skáik. 5. Kspgltbs @cfk @cfkflgcrbs> flgcrbs> fgstk vkrcë-
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Lbfscigrk skdërcbs, obrks gxtrks, gflkrhbs sblckcs, lck cs, eg egfg` fg`álc álcbs bs kb kbss lbd lbdkeb kebrki rkibrg brgs, s, ak aktgr tgrckd ckd ig lbfsuab (dcapgzk g sghurkfèk), kduhugd, igprglckèìb ig gqucpkagftbs, igprglckèìb ig caüvgcs, akfutgfèìb (pgèks ig rgpbscèìb/sgrvcèbs), capbstbs g tkxks, aktgrckcs ig gslrctürcb, rc b, sg sghu hurb rb,, gf gfgr grhc hck k g lb lbap aprk rk ig eg egfs fs iu iurë rëvg vgcs cs.. e. Lustb @cfkflgcrb> tkaeãa @cfkflgcrb> tkaeãa lokakib lustb ig lkpctkd, rg`grg-sg kb lustb qug k gaprgsk tga, kb cfvgstcr ga gstbqugs, ga igtrcagft ag ftb b ib cf cfvg vgst stcag cagft ftb b ga bu butrk trkss `b `bftg ftgs> s> agrlkib ig lkpctkcs, pbr gxgapdb. Gstg tcpb ig lustb igvg sgr lbapkrkib lba ua lustb ig bpbrtufcikig ib lkpctkd pkrk k utcdczkèìb ga butrbs cfvgstcagftbs, kfkdcskfib-sg k tkxk ig rgtbrfb sberg b cfvgstcagftb. Zbig sgr qug b rgficagftb ig ua cfvgstcagftb sgnk akcbr ib qug bs lustbs ig akfutgfèìb ig igtgracfkib gstbqug.
Gestão Comercial - Módulo 4 -
Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
• prbtghg ks agrlkibrcks lbftrk kvkrcks= • pgractg agdobr kprbvgctkagftb ib pãicrgctb= • lbftrbdg prglcsb ib aãtbib ZGZ\ (prcagcrb qug gftrk ã b prcagcrb qug skc). Igsvkftkhgfs , fgstg tcpb ig gstruturk, Igsvkftkhgfs, igvga sgr kprgsgftkiks> • fbs lksbs ga qug b pã-icrgctb ã supgrcbr k ? agtrbs, oë fglgsscikig ig gqucpkagftbs gspglckcs= • ekcxk igfscikig ib gstbqug, pbcs prglcsk ig lbrrgibrgs pkrk lcrludkèìb iks gapcdokigcrks= • Fgl Fglgss gssctk ctk,, ber berchk chktbr tbrcka ckagft gftg, g, ig ua dkybut ega dkybut ega ig`cfcib.
Cfstkdkè÷gs pkrk Krakz Kra kzgfkhg gfkhga a ig Zrbiutbs Zg Zgskibs skibs ;. Gstruturks Zbrtk-pkdgtgs> prüprcks pkrk lkrhks ufctczkiks (cftghrkiks ga uak þfclk gaekdkhga ig krakzgfkhga), ga `ufèìb ib pgsb/vbduag. Zgractga ebk sgdgtcvcikig, kikptka-sg k vërcbs tcpbs ig prbiutbs, klbabika lkrhks ig kdturks vkrcëvgcs. \ìb gstruturks ig `ëlcd abftkhga g igsabftkhga. Gxlgdg Gxl gdgftg ftg pkr pkrk k vgr vgrtcl tclkdc kdczk zkèìb èìb,, pbr pbrãa ãa tîa ekcxk igfscikig (utcdczkèìb ig gspkèb), lbapkrkik lba butrbs scstgaks. Zbr sg trktkr ig pbrtk-pkdgtg, ks lkrhks igvgrìb gstkr —pkdgtczkiks‑, vcstb qug bs pkdgtgs sìb lbdblkibs g rgtcrkibs cficvciukdagftg pgdks gapcdokibrks. Gstg scstgak tga uak sãrcg ig vkftkhgfs ig vkftkhgfs,, lbab pbr gxgapdb> • ebk klgsscecdcikig> dblkdczkèìb g abvcagftkèìb ig qukdqugr pkdgtg, sga fglgsscikig ig abvgr bs butrbs= • krruakèìb ig hrkfig vkrcgikig ig prb-
Gestão Comercial - Módulo 3 -
Gstruturk pbrtk-pkdgtgs.
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Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
Ircvg-cf _ Ircvg-toru
ZGZ\ g WGZ ZGZ\ WGZ\ \ sìb aãtbibs aãtb ibs ig abvcabv cagftkèìb ig gstbqugs. Zkrk b ZGZ\, b prcagcrb aktgrckd qug gftrk gftrk ã b prcagcrb k skcr, gfqukftb gfqukftb qug fb WGZ\, WGZ\, b þdt cab aktgrckd qug gftrbu fb gstbqug ã b prcagcrb qug skc. 5- Gstkftgs pkrk Zkdgtgs Ircvg-cf b u Ircvg-toru>> scstgak lbfstctuáib pbr ua edblb Ircvg-toru lbftáfub ig gstruturks, fìb sgpkrkiks pbr lbrrgi lbr rgibrg brgss cft cftgra gragic gicërc ërcbs bs.. Fìb gx gxcst cstga ga vchks edbqugkfib b klgssb pkrk igpüsctb bu rgtcrkik ig lkrhks, `klcdctkfib b tråfsctb iks gapcdokigcrks. Gstg scstgak ã þtcd qukfib k lkrhk pbig sgr pkdgtczkik, `br pbulb vkrckik g fìb fglgssctkr ig kdtk sgdgtcvcikig bu vgdblcikig. \gagdokftgs kbs lbapbfgftgs ik gstkftg lbfvgflcbfkd, aks lba akcbr `rkhcdcikig, pbcs ã ekstkftg cfstëvgd, fglgssctkfib ig kdhuaks gxchîflcks gxtrks pkrk k gstkecdczkr.. B scstgak tga sgdgtcvcikig ekcxk gstkecdczkr g k rgtcrkik ibs pkdgtgs ã `gctk ig uak `brak akcs dgftk. Ugsuab ig lkrkltgrástclks> • Lb Lbft ftrb rbdg dg ib ZG ZGZ\ Z\ g WG WGZ\ Z\ (@ (@C@ C@B B g DC DC@B @B)= )= @C@B - —`crst cf, `crst but‑ ã but‑ ã b gqucvkdgftg, ga cfhdîs, kb ZGZ\. DC@B - —dkst cf, `crst but‑ ã but‑ ã b gqucvkdgftg, ga cfhdîs, kb WGZ\. • Hgrgflckagftb ig abvcagftkèìb ib prbiutb pbr dbtgs ig prbiuèìb= • Kd Kdtu turk rk dcdcac actk tkik ik k, fb aë aëxc xcab ab ;;. ;.:: ::: : aa aa==
K prcflcpkd ic`grgfèk gftrg b ircvg-cf ircvg-cf g g b ircvg-toru ircvg-toru ã ã qug fb prcagcrb k krruakèìb ik gstruturk capbsscecdctk k gapcdokibrk ig ktrkvgsskr bs lbrrgibrgs, gfqukftb qug fb sghufib, gssk abvcagftkèìb në ã pbssávgd, pbcs k krruakèìb ã `gctk fk pkrtg supgrcbr. Gstgs tcpbs ig gstruturks sìb utcdczkibs prcflcpkdagftg qukfib b kprbvgctkagftb ib gspkèb ã akcs capbrtkftg ib qug k khcdcikig fb prblgssb ig krakzgfkagftb <. Gstkftg pkrk Zkdgtg Icfåaclk> gstrutuIcfåaclk> gstruturks icfåaclks sìb gstruturks bfig b aktgrckd sg abvc ab vcag agftk ftkga ga `uf `ufèì èìb b ik cf cfldc ldcfk fkèì èìb b ik pr prüp üprck rck gs gs-truturk ig krakzgfkhga, abftkiks lba rbdgtgs, b qug pgractg uak akcbr khcdcikig fb prblgssb ig hukrik ib aktgrckd. Fb lksb ig gstkftg icfåaclk ac lk pk pkrk rk pk pkdg dgtg tgs, s, ga cf cfhd hdîs îs,, dcdcvg vg st stbr brkh khg g bu hr hrkkvcty vc ty `d`dbw bw rk rklm lm,, ã ua scs cstg tgak ak auc uctb tb pk pkrg rgllci cib b lb lba ab puso-eklm fk su suk k sg sgdg dgtctcvc vcik ikig ig g ig igfs fsci ciki kig g ig kr kr-akzg ak zgfk fkhg hga. a. B qu qug g vk vkcc ig igtg tgra racf cfkr kr b pg pgr` r`gc gctb tb `u `ufflcbf lc bfkag kagft ftb b ib sc scstg stgak ak,, sg sga a rcs rcslb lb ig pk pkrk rkhgf hgfss bu quge qu gerk rks, s, ã b eb eba a kp kpbc bcb b ib ibss pk pkdg dgtg tgss fb fbss rb rbdg dgtg tgs. s.K K bpgrkèìb igstg scstgak `kz-sg lbdblkfib-sg ua pkdgtg fuak gxtrgacikig ik pcstk g, igvcib ê cfldcf ld cfkè kèìb ìb ik pc pcst stk, k, gs gstk tk vk vkcc ig igsd sdcz czkf kfib ib kt ktã ã k gx gxtr trggacikig bpbstk ik gstruturk. B prcagcrb pkdgtg k gftrkrr sgrë berchktbrckag gftrk berchktbrckagftg ftg b prcagcrb k skcr. skcr. K vgdblcikig fgstg scstgak ã akcs gdgvkik ib qug fb ir ircv cvgg-cf cf bu fb pu puso so-e -ekl klmm, vcs cstb tb qug b bpg pgrk rki ibr fìb tga qukdqugr lbftrbdg sberg k vgdblcikig ig `duxb ik lkrhk. Gstk vgdblcikig ã capbstk pgdbs rbdg rb dgtg tgss bu rb rbiá iázc zcbs bs ib sc scst stga gak k ig `r `rgc gcbs bs..
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9. Gstkftg Zuso-eklm Gstkftg Zuso-eklm>> gstkftg icfåaclk, bfig bs pkdgtgs sìb lbdblkibs ga trcdobs, lba dgvg dg vg cf cfld ldcf cfkè kèìb ìb== b pr prca cagc gcrb rb pk pkdg dgtg tg lb lbdb dblk lkib ib ã ga ga-purr pu rrki kib b pk pkrk rk tr trës ës pg pgdb db sg sghu hufi fib, b, g ks kssc sca a su sulg lgssscvkagftg.. Zrcflcpkcs lkrkltgrástclks> scvkagftg • Lustb cf`grcbr kbs iks gstkftgs icfåaclks lbfvgflcbfkcs g vgdblcikig akcbr ib qug b ircvg-cf ircvg-cf gstëtclb= gstëtclb= • B bpgrkibr igtgracfk k vgdblcikig ig igslcik ibs aktgrckcs= • Aãick vgdblcikig fk prgpkrkèìb pkrk icstrceucèìb= • \cstgak ig lbftrbdg ig gstbqugs WGZ\= • Igsdblk-sg pgdk hrkvcikig ig pgqugfbs dbtgs ig prbiuèìb= • Yrc Yrcdobs dobs tgdgs tgdgslüpcl lüpclbs bs pkrk pbscl pbsclcbfkcbfkagftb ibs pkdgtgs> rbdgtgs bu lkrrcfobs= • Lustb bpgrklcbfkd aãicb= • @ëlcd cftghrkèìb lba butrbs gqucpkagftbs ig krakzgfkhga g abvcagftkèìb.
7. Lkftcdgvgr > kigqukik qukfib ã fg7. Lkftcdgvgr lgssërcb krakzgfkr, krakzgfkr, ig akfgcrk rëpcik, prbiutb iu tbss fì fìb b pk pkdg dgtc tczk zkib ibss g lb lba a hr hrkf kfig ig g
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Cfstkdkè÷gs pkrk Krakz Kra kzgfkhga gfkhga ig Zrbiutbs Dgvg Dgvgss ;. Kraë Kraërcbs rcbs g Gstk stkftg ftgss scapdg scapdgs> s> cigkd pkrk pgqugfbs vbduags - agfbrgs ib qug :,7 a < pkrk krakz krakzgfkhg gfkhga a akfu akfukd, kd, lba kdturk cigkd ig klgssb - k þdtcak prktgdgcrk `clk kb kdlkflg ik aìb, bu klgssávgd lba gsl gslkik kikss aüv aüvgcs gcs.. Lkp Lkpklc klciki ikig g pkr pkrk k lkrhks ig ktã <:: mh- pbr prktgdgcrk, sgfib ks prk prktgd tgdgcrk gcrkss rgh rghudë udëvgc vgcss vgr vgrtcl tclkda kdagft gftg. g. Zgractg usb g lbftrbdg prglcsb ib scstgak ZGZ\. Lbflduc-sg qug fìb sgrvga pkrk pkrk prbiutbs pkdgtczkibs. 5. Gstkftg Gstkftg ig hr kfig lbaprcagftb> utcdczkib utcdc zkib pkrk krak krakzgfk zgfkagft agftb b ig lkrh lkrhks ks dgvgs, qug pbssuga ua tkakfob rgdktcvkagftg hrkfig. Gstk ã uak gstruturk cftgragicërck gftrg ks gstkftgs g ks gstkftgs pkrk pkdgtgs. <. Gstkftg @dbw-rklm @dbw-rklm>> gstruturk pkrk krakzgfkagftb ig lkrhks dgvgs (lkcxks) ga pgqugfbs vbduags. B prbiutb ã lbdblkib
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5. Icvcsürcks> cfstkdkè÷gs pkrk icvcsìb ig kae kaecgf cgftgs tgs cfi cfiust ustrckc rckcs, s, brhk brhkfcz fczkfi kfib-s b-sg g igstk `brak b gspkèb ga ërgks, lba k lbdblkèìb ig pbrtks bu hucloîs.
\cstgaks ig Krakzgfkhga Ku K u t b a ët ëtcc l k (K (K\/U\) \/U\) @kèkabs uak gxpdkfkèìb ibs abigrfbs scstgaks kutbaktczkibs ig krakzgfkhga, lokakibs hgfgrclkagftg ig K\/U\ -( Kutba -( Kutbaktgi ktgi \tbrk \tbrkhg hg kfi Ugtrc U gtrcgvkd gvkd \ystga \cstgak ig Uglupgrkèìb g Krakzgfkagftb Kutbaktczki Kutba ktczkib). b). Ugsuab iks prcflcpkcs lkrkltgrástclks> • Kdtk igfscikig ig krakzgfkhga= • Kdtk vgdblcikig fk prgpkrkèìb pkrk icstrceucèìb= • Dcactkèìb ig kdturk bu gapcdokagftb aëxcab= • Blu Blupk pk pbu pbulb lb gsp gspkèb kèbquk qukfib fib igs igsabf abftki tkib= b= • Dcactg fk sgdgtcvcikig, tgapb ig abvcagftkèìb g usb ig gapcdokigcrk= • Lustb bpgrklcbfkd ekcxb. 9. Gstkftgs Gstkftgs ga ibcs kfik kfikrgs> rgs> gstkftgs lbfvgflcbfkcs qug tîa hrkfig kdturk, pbscl clcb cbf fkik ikss ga lb lbf fnu nuft ftb bs, `b `bra rak kfib lbrrgibrgs, sgfib b klgssb ê pkrtg supgrcbr `gctb ktrkvãs ktrkvãs ig uak gslkik. gslkik. K prcflcpk prcflcpkdd vkftkhga igstg scstgak ã k nufèìb iks prcflcpkcs pk cs lk lkrk rklt ltgr grás ástc tclk lkss ik ikss gs gstk tkft ftgs gs dg dgvg vgss (krakz (kr akzgfk gfkagf agftb tb akf akfukd ukd,, sg sgdgt dgtcvc cvciki ikig g g ekcxb lustb) lba k pbsscecdciki pbsscecdcikig g ig kprbvgctkagftb aëxcab ik kdturk.
Brhkfczkèìb g Audtcpdclkèìb ib Gspkèb ;. Agzkfcf Agzkfcfb> b> k k lrckèìb ig ua agzkfcfb pbig iupdclkr bu trcpdclkr k ërgk ig pcsb ig kr-
Lkrkltgrczka-sg pgdk krruakèìb iks agrlkibrcks, utcdczkfib-sg aëqucfks ig lkacfobs `cxbs, qug lcrludka sberg ua bu akcs trcdobs gftrg ks vërcks gstkftgs ig krruakèìb. @braka ua lbfnuftb ig gqucpkagftbs lbaputkibrczkibs pkrk igpbsctkr g rglupgrkr kutbaktclkagftg lkrhks lba dblkdczkè÷gs è÷ gs ig ig`cf `cfci ciks ks.. \ì \ìb b au auctb ctb utc utcdcz dczki kibs bs fk cfiþstrck g ga krakzãfs abigrfbs. B surhcagftb ib scstgak K\/U\ lkusbu uak auikfèk rkiclkd, fk `brak ig lbab btcaczkr
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Fbtk-sg qug b lustb ik prktclcikig ibs scstgaks kutbaktczkibs ã auctb bfgrbsb ê gaprg aprgsk sk qug bs cfstk cfstkdk dk.. Kdã Kdãa a icssb, bs scstgaks sìb pbulb `dgxávgcs g fga sgaprg lbf`cëvgcs, sgfib kig kigqukibs qukibs pkrk `duxbs rghudkrgs g gdgvkibs ig aktgrckcs. Zrcflcpkcs Bengtcvbs ib \cstgak (K\/U\)> • Blupkèìb ig gspkèb> b gspkèb> b —lrgslcagftb‑ iks gstkftgs ga kdturk g gstrgctkagftb ibs lbrrgibrgs ig abvcagftkèìb trkzga kuagftb fk lkpklcikig krakzgfkik. • Kuag Kuagftb ftb ik prbiut prbiutcvcik cvcikig ig>> k bet betgfè gfèìb ìb ig glbfbacks fk cduacfkèìb g fb kquglcagftb pgractg k tbtkd blupkèìb ib gspkèb ik krakzgfkhga, rgiuèìb ik gqucpg ig trkekdokibrgs g ik pbsscecdcikig ig grrbs ig lbdblkèìb. • Cftghrkèìb g lbftcfucikig fk lkigck dbhástclk> cftgrrupè÷gs dbhástclk> cftgrrupè÷gs gftrg `duxbs sìb gdcacfkiks, g k hgstìb klbftglg ga tgapb rgkd. • Akcbr sghurkfèk> kigqukib sghurkfèk> kigqukib pkrk kaecgftgs ig krakzgfkhga lbapdgxk bu tãlfclk fc lk,, lb lbab ab ab abvc vcag agft ftkè kèìb ìb ig pr prbi biut utbs bs quáaclbs g gftrgpbstbs `rchbrá`clbs. • Lbftrbdg i g Cfvgftërcb> Cfvgftërcb> `klcdctk b lbftrbdg ig gstbqugs.
Capbrtåflck ib Cfvg Cfvgftërcb ftërcb Cfvgftërcb ã uak dcstk ig tbibs bs aktgrckcs, egfs bu prbiutbs, icspbfávgcs ga gs-
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K db dblkè lkèìb ìb ib ibss cf cfvgf vgftt ërc bs Bs cfvgftërcbs iks gaprgsks ig akfu`kturk, icstrceucibrgs g vgfigibrgs pbr ktklkib hgrkdagftg gflbftrka-sg rgufcibs ga igpüsctbs igpü sctbs bu kdab kdabxkrc`k xkrc`kibs, ibs, gfqu gfqukftb kftb qug vgfigibrgs kb vkrgnb - dbncstks, pbr gxgapdb akftga b cfvgftërcb ga ua igpüsctb bu ga dbnks klgssávgcs kb lbfsuacibr. Ybik g qukdqugr brhkfczkèìb fglgssctk ig ráhcib lbftrbdg ig sgus gstbqugs, vck cfvgftërcb, b qukd pbig sgr rgkdczkib ga pgrábibs igtgracfkibs pgdbs rgspbfsëvgcs. Oë gaprgsks qug `kzga k lbftkhga ig sgus gstbqugs, pkrk g`gctb ig ekdkfèb lbftëecd, kpgfks uak vgz pbr kfb. Ã rglbagfiëvgd qug tbibs tbi bs gs gstgs tgs dgv dgvkft kftkag kagftb ftbss sg sgnka nka rgk rgkdcz dczki kibs bs rbt rbtc-cfgcrkagftg, `klcdctkfib bs lbftrbdgs ig tbiks ërgks gfvbdvciks, lbfsbdcikfib-sg akcs `klcdagft ag ftg g bs rg rghc hcst strb rbs, s, qu qukf kfib ib ib pg pgrá rábi bib b ig gd gdke kebbrkèìb ibs rgsudkibs bpgrklcbfkcs ik gaprgsk. Ycpbs ig Cfvgftërcb Gxcstga icvgrsks kdtgrfktcvks ig prblgicagftbs pkrk cfvgftërcbs, lkik uak akcs kigqukik ês ic`grgftgs fglgsscikigs, rglursbs g gxchîflcks gxcstgftgs> • Cfvgftërcb hgrkd= • Cfvgftërcb pgrakfgftg= • Cfvgftërcb rbtktcvb= • Cfvgftërcb hrktuctb= • Cfvgftërcb pbr hrupb ig ctgfs= • Cfvgftërcb pbr kabstrk= • Cfvgftërcb pbr pbscèìb `ásclk= • Cfvgftërcb pbr dbtg=
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Icacfucr k supgr`álcg utcdczkik, sga qug k vgdblcikig ig gxpgicèìb sgnk k`gtkik, ã b igsk`cb. Cstb pbrqug, qukfib sg glbfbaczk gspkèb, lba kprbvgctkagftb iks prb`uficikigs g iks kdturks, kuagftka ks ic`cludikigs ig klgssb kbs prbiutbs, b qug `kz lba qug k rgspbstk kbs pgicibs `cqug lbaprbagtcik. Igftrb ik icvgrscikig ig gqucpkagftbs g cfstkdkè÷gs pbssávgcs (gapcdokagftb ga gstkftgs pkrk pkdgtgs ig prb`uficikig scapdgs bu iupdk, ircvg-cf, iupdk, ircvg-cf, ircvg-toru, puso-eklm, puso-eklm , scstgaks icfåaclbs bu kutbaëtclbs), oë ig sg iglcicr qukd k agdobr sbduèìb pkrk qug oknk okrabfck gftrg b gspkèb g k vgdblcikig igsgnkik.
Pgnkabs kdhuaks sbduè÷gs> k- Ag Agrlkibr rlkibr cks lba h crb gdgvk gdgvkib> ib> k krrakzgfkr pbr gapcdokagftb ês iblks ig gxpgicèìb, bu gftìb, lbdblkr ga gstkftgs pkrk pkdgtgs ig prb`uficikig scapdgs. e- Agrlkibrcks lba hcrb gdgvkib g
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Gestão Comercial - Módulo 1 -
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i- Agrlki Agrlkibrcks brcks lba ek ekcxb cxb hcrb> kr kr-akzgfkr ga gstkftgs pkrk pkdgtgs g fbs fávgcs akcs gdgvkibs. g- Agrlkibrcks Ug`rchgrkiks> k sbduèìb ib ircvg-cf ib ircvg-cf ã ã cficlkik pkrk krakzãfs `rchbrá`cl hbr á`clbs, bs, pbc pbcs, s, fgs fgstg tg lks lksb, b, kpr kprbvg bvgctkr ctkr b gspkèb ã prcbrcikig, në qug gstg tcpb ig cf`rkgstruturk g b lbfsuab ig gfgrhck gdãtrclk kprgsgftka lustbs gdgvkibs.
K r a kzg Kr kzgf f kh khga ga p b r Gapcdokagftb x Zrb`uficikig k- Gapcdokagftb> lbdblkr ks ufcikigs ig lkrhk ga pcdoks fks `cdks ig krakzgfk zg fkag agft ftb. b. Ki Kigq gquk ukib ib pk pkrk rk hr hrkf kfig igss qukftcikigs ig igtgracfkibs prbiutbs g, qukfib pbssávgd, gapcdokr ktã uak kdturk rkzbëv rkz bëvgd gd sg sga a qu qug g gs gstgs tgs sg gs gsakh akhug uga, a, lbab, pbr gxgapdb> gdgtrbibaãstclbs, kdcagftbs g egeciks. Capdclk uak hrkfig utcdczkèìb ig gspkèb, aks fìb gfvbdvg hrkfig cfvgstcagftb. e- Zrb`uficikig Zrb`uficikig>> pkrglcik lba k krakzgfkhga pbr gapcdokagftb, lba k ic`grgfèk ig qug lkik ufcikig ig lkrhk fìb sg kpbck ga fgfouak butrk, dbhb, fgstk sctukèìb, sctukèìb, fìb oë pgrik ig gspkèb vgrtclkd. Ã ua abib ig krakzgfkhga lba uak gdgvkik igfscikig, cficlkib pkrk krakzgfkr hrkfigs qukftcikigs, vcstb qug pbiga sgr krakzgfkiks igz bu akcs ufcikig ufcikigss ig lkrhk lkrhk fuak þfclk þfclk `cdk. `cdk. K gftrkik g skáik ig lkrhk ã `gctk pgdb agsab dkib ik `cdk, lba uak sgquîflck DC@B. Fk krakzgfkhga ga prb`uficikig, ks `cdks sìb cfigpgfigftgs igf tgs uak uakss iks but butrks rks,, tkf tkftb tb fk vg vgrtcl rtclkd kd lbab fk obrczbftkd, g k ërgk lbrrgspbfigftg lbrrgspbfigftg k uak `cdk ã cfvgrskagftg prbpbrlcbfkd ê kdturk ik krakzgfkhga.
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Kudd k ; Ku
;. —\uprca —\uprcagft gftb b ã tbi tbib b g quk qukdqu dqugr gr ctg ctga a sbe k hgs hgstìb tìb dbh dbhást ástclk clk>> RRR RRRRRR RRRRRR RRRRRR RRRRRR RRR,, RRRRRRRRRRRRRRR, RRRRRRRRRRRRR RR, RRRRRRRRRRRRRRR g RRRRRRRRRRRRRRR.‑ Ksscfkdg k kdtgrfktcvk qug prggflog ks dklufks> k. ( e. ( l. ( i. (
) gaekdkhga, gaekdkhga, rbtgcrczk rbtgcrczkèìb, èìb, prblgss prblgsskagf kagftb, tb, trkfspbrtg trkfspbrtg ) krakzgfkhga krakzgfkhga,, igscf`glèìb igscf`glèìb,, rgprblgsska rgprblgsskagftb, gftb, trkfspbrtg trkfspbrtg ) krakzgfkhga krakzgfkhga,, abvcagftkèì abvcagftkèìb, b, gapklbtka gapklbtkagftb, gftb, trkfspb trkfspbrtg rtg ) krakzgfkhg krakzgfkhga, a, abvcagftkè abvcagftkèìb, ìb, prblgssk prblgsskagftb agftb,, trkfspbrtg trkfspbrtg
5. —Gspkèb `ásclb ga qug sg igpbsctka aktãrcks-prcaks, prbiutbs sgacklkekibs bu klk5. —Gspkèb ekibs, ê gspgrk ig sgrga trkfs`grcibs kb sghucftg lcldb ik lkigck, b qukd pbigrë sgr prbiuèìb bu icstrceucèìb.‑ Ygabs kquc b lbflgctb ig> k. ( e. ( l. ( i. (
) rg rglg lgpè pèìb ìb.. ) kr krak akzã zãa. a. ) kda kdabxk bxkrc`k rc`kib. ib. ) pë pëtctcb. b.
<. Ksscfkdg kpgfks ks kdtgrfktcvks qug lbrrgspbfika k igsvkftkhgfs gxcstgftgs fk ki<. Ksscfkdg acfcstrkèìb ig krakzãfs. Ga sghucik, akrqug k kdtgrfktcvk lbrrgspbfigftg. C. ( ) K krakz krakzgfkh gfkhga ga rgqugr rgqugr sgrvcèbs sgrvcèbs kiacfcst kiacfcstrktcvb rktcvbs. s. CC. ( ) Ctgfs krakzgfki krakzgfkibs bs fìb hgrka rgtbrfb, rgtbrfb, gfqukft gfqukftb b fìb `brga prblgssk prblgsskibs. ibs. CCC. ( ) Agdobr Agdobr kprbvgc kprbvgctkagf tkagftb tb ib gspk gspkèb. èb. CP.. ( ) Ugiuèìb CP Ugiuèìb ibs lustbs lustbs ig abvcagf abvcagftkè÷ tkè÷gs gs g ibs gstbqugs gstbqugs.. P. ( ) Krakz Krakzgfkr gfkr rgqug rgqugrr k utcdczkèìb utcdczkèìb ig ig rglcftbs rglcftbs prüprcbs prüprcbs bu bu kduhkibs kduhkibs qug qug hgrka hgrka lustbs. lustbs. ( ) C - CC - CC CCCC ( ) CCCC - CCC CCC - P ( ) C - CCCC - P ( ) CCC CCC - CP - P 9. Fk Krakzgf 9. Fk Krakzgfkhga khga pbr Khrupk Khrupkagftb, agftb, tgabs uak uak lbfsgquîflck lbfsgquîflck cfigsgnkik cfigsgnkik.. Ksscfk Ksscfkdg dg k kdtgrfktcvk qug sg rg`grg k gstk igsvkftkhga gstk igsvkftkhga.. k. ( e. ( l. ( i. (
) \grvcèbs \grvcèbs cfkigquk cfkigqukibs, ibs, sgaprg sgaprg lba kvkrcks kvkrcks fbs fbs prbiutbs. prbiutbs. ) Ic`cludtk Ic`cludtk fk vcsìb ik akrlk akrlk ik agrlk agrlkibrck ibrck.. ) Ktrkpk Ktrkpkdok dok b bpgrkibr bpgrkibr fk fk btcaczkèìb btcaczkèìb ib ib tgapb. tgapb. ) B kprbvgctk kprbvgctkagftb agftb ib gspkèb gspkèb ã prgnui prgnuiclki clkib. b.
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Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
0. Zkrk ua eba icagfscbfkagftb g brhkfczkèìb ibs gspkèbs `ásclbs pkrk krakzãfs, ã fg0. Zkrk lgssërcb agicr k lkpklcikig fbacfkd, qug ã b lëdludb ib> k. ( e. ( l. ( i. (
) lbaprcagft lbaprcagftb b audtcpdclki audtcpdclkib b pgdk dkrhurk dkrhurk g pgdb pgdb pã-icrgct pã-icrgctb. b. ) kdturk icvcic icvcicik ik pgdk dkrhur dkrhurk, k, autcpdclki autcpdclkib b pbr ibcs. ibcs. ) sbak ib luaprcag luaprcagftb, ftb, pã pã icrgctb icrgctb g dkrhurk. dkrhurk. ) lkpklcikig lkpklcikig ig ig rgscstîflc rgscstîflck k audtcpdclki audtcpdclkik k pbr ibcs. ibcs.
8. [ukfib ibs gstuibs sberg cfstkdkè÷gs pkrk krakzgfkhga ig prbiutbs dgvgs, lbfog8. [ukfib lgabs k gstkftg `dbw-rklm gstkftg `dbw-rklm.. Ksscfkdg k kdtgrfktcvk qug agflcbfk kdhuaks kdhuaks ig suks lkrkltgrástclks> lkrkltgrástclks> k. ( e. ( l. ( i. (
) Gstkftg Gstkftg gstëtc gstëtclk, lk, pkdgt pkdgtgs gs `cxbs, `cxbs, lba dgvg cfldcf cfldcfkèìb. kèìb. ) Gstruturk Gstruturk ga pdkfb pdkfb cfldcf cfldcfkib kib lba trcdob trcdobss g rbiáz rbiázcbs. cbs. ) Gstkftg Gstkftg icfåac icfåaclk, lk, pkdgtg pkdgtgss `cxbs, `cxbs, lba lba dgvg dgvg cfldcfkè cfldcfkèìb. ìb. ) Gstkftg Gstkftg gstëtclk, gstëtclk, pkdgtg pkdgtgss lbdblkibs lbdblkibs ga trcdobs, trcdobs, sga sga cfldcfkèì cfldcfkèìb. b.
?. —... ã uak dcstk ig tbibs bs aktgrckcs, egfs bu prbiutbs, icspbfávgcs ga gstbqug, pkrk ?. —... vgfik fb prblgssb fbrakd ig ua fghülcb, bu pkrk sgrga utcdczkibs fk `kerclkèìb ig prbiutbs lbagrlckdczkibs pgdk gaprgsk.‑ Gstg lbflgctb rg`grg-sg kb> k. ( ) `c`clo loër ërcb cb.. e. ( ) cf cfvg vgft ftër ërcb cb.. l. ( ) mk mkri rigx gx.. i. ( ) kdab kdabxk xkrc rc`k `kib ib..
Ugdklcbfg bs prbiutbs lctkibs kb tcpb ig cfstkdkèìb cftgrfk akcs kigqukib pkrk sgu krakzgfkagftb, fuagrkfib-bs lbrrgtkagftg. ( ( ( ( (
) Dáquc Dáqucibs ibs fìb pgr pgrchb chbsbs sbs ) Hrìbs Hrìbs g lgrgk lgrgkcs cs ga ga hgrkd hgrkd ) Aktgrckcs Aktgrckcs utcdczk utcdczkibs ibs fb fb prblgssb prblgssb ig prbiuèì prbiuèìb b ) Dáqu Dáqucib cibss pgr pgrchb chbsbs sbs ) Aktgrckcs Aktgrckcs klkek klkekibs ibs g pkrk pkrk lbfsua lbfsuab b
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K WDK 5 KWDK ZUBLG\\B\ ZUBLG \\B\ EË\CLB\ E Ë\CLB\ GA KUAK^GFKHGA
Cftrbiuèìb Kb kprgsgftkrabs krakzgfkhga lbab —lbfnuftb ig `ufè÷gs ig rglgpèìb, igslkrhk, lkrrghkagftb, krruakèìb g lbfsgrvkèìb ig aktãrcks-prcaks, prbiutbs klkekibs bu sgacklkekibs‑, në trkzákabs uak fbèìb iks icvgrsks tkrg`ks ig sgus bpgrkibrgs.
Lbfoglgr, ga igtkdogs, bs prblgssbs qug gfvbdvga ks ktcvcikigs ig krakzgfkagftb ã, tkaeãa, auctb capbrtkftg. Në skegabs qug bs gstbqugs igstcfka-sg gssgflckdagftg ê prbiuèìb bu lbfsuab, kdãa ig butrks `cfkdcikigs. `cfkdcikigs. Ks ktcvcikigs eësceësclks ik krakzgfkhga sìb> rglgecagftb g cfspgèìb, abvcagftkèìb ig lkrhks, gstblkhga g prb prblgs lgsska skagft gftb b ig pgi pgicib cibs, s, gae gaekdk kdkhga hga pkrk trkfspbrtg g gxpgicèìb. Igrcvka igstgs prblgssbs> igslkrrghkagftb,, cfspg agftb cfspgèìb/l èìb/lbf`gr bf`grîflc îflck, k, sgdg sgdgèìb èìb pkrk pclmcfh,, prã-abftkhga ig lkrhks, lkrrghkpclmcfh agftb, ibluagftkèìb, lbic`clkèìb ig prbiutbs, `rklcbfkagftb g ufctczkèìb gtl.
Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
Gestão Comercial - Módulo 3 -
Ks rgspbfskecdcikigs ib Uglgecagftb ig Aktgrckcs lbagèka qukfib k trkfspbrtkibrk gftrk fk prbprcgikig ib krakzãa, g klkek qukfib gstk skc ib krakzãa. B pgssbkd ib rglgecagftb tga lbab tkrg`ks prcflcpkcs> ;. Lbf`crakr ;. Lbf`crakr cigftc`clkèìb ib vgáludb ig trkfspbrtg= 5. Kfbtkr 5. Kfbtkr ick/obrk ik gftrg gftrghk hk ibs aktgrckcs fk iblk= <. Igslkrrghkr <. Igslkrrghkr bs aktgrckcs= 9. Lbftkr g lbf`grcr bs prbiutbs, lbf`brag pgicib/fbtk `cslkd= 7. Pgrc`clkr 7. Pgrc`clkr k qukdcikig ib prbiutb= 0. Cigftc`clkr 0. Cigftc`clkr k qukftcikig ibs \MW= 8. Ughcstrkr 8. Ughcstrkr k gftrkik ibs prbiutbs fb cfvgftërcb g= ?. Yrkfs`grcr ?. Yrkfs`grcr ks agrlkibrcks pkrk k zbfk ig krakzgfkhga. \MW - \tblm - \tblm Mggpcfh Wfct - bu Wfcikig ig Akfutgfèìb ig Gstbqug> igschfk lkik ctga, ig klbrib lba suk `brak ig kprgsgftkèìb, tkakfob, `brak, lbr g igakcs lkrktgrástclks. Wa cfvgftërcb ig \MW cigftc`clk b fþagrb ig lüichbs g rg`grîflcks ic`grgftgs ib lktëdbhb ig b`grtks ig uak gaprgsk.
[ukftcikigs ig \MW ga ga ic`grgftgs ic `grgftgs lbaãrlcbs Wak `dbrcludturk pbig bpgrkr lba bfzg tcpbs ig \MWs> (rbsks, akrhkrciks, brquáigks, lrcsåftgabs, iëdcks, lrkvbs, `dbrgs ib lkapb, tudcpks, hgråfcbs, hãregrks g dárcbs)= g uak dbnk ig krakrcfob pbig trkekdokr lba ;7 acd \MWs,
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Gestão Comercial - Módulo 4 -
Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
Lbftgftbrczkr Lbftgftbrcz kr ã k lbdblk lbdblkèì èìb b ig prbiutbs/agrlkibrck tbs/ag rlkibrckss ga lbftgftbrgs. Lbftg Lbftgftbr ftbr ã quk qukdqug dqugrr rglcpcg rglcpcgftg ftg qug pbssk klbficl lbficlcbcbfkr prbiutbs pkrk gstbqug. Gx.> lkcxks ig pdëstclb, agtk a gtkdd bu akig akigcrk, crk, lbftgcfgr.
Zrcflápcbs ik Uglgpèìb ig Aktgrckcs
Ks gaprgsks trkfspbrtkibrks pbiga cf`dugflckr fk g`clëlck ibs prblgssbs ig krakzgfkhga. Zbr gxgapdb, b pbsclcbfkagftb ibs lkacfo÷gs g suks lkrkltgrástclks sìb tìb capbrtkftgs qug, ga kdhufs lksbs, ks trkfspbrtkibrks sìb vcstks lbab pkrtg cftghrkftg ib krakz kra kzãa. ãa. Igs Igstk tk `br `brak, ak, ks bpg bpgrkè rkè÷gs ÷gs iks trkfspbrtkibrks igvga gstkr cfsgrciks fb pdkfgnkagftb ig rglgecagftb ig agrlkibrcks.
Ugqucsctbs Ugqucsc tbs Aá Aáfcabs fcabs pkrk Gstruturk ig Uglgpèìb K ërgk ig Uglgecagftb ig Aktgrckcs fglgssctk, pkrk uak bpgrkèìb ega rgkdczkik, ib ktgficagftb k rgqucsctbs aáfcabs> ;- Ërgk kigqukik pkrk gstklcbfkr g ak;- Ërgk fberkr vgáludbs= 5- Iblks 5 Iblks ega lbfstruáiks= <- Ërgk su`clcgftg pkrk pkdgtczkèìb bu lbftgftbrczèìb= 9- Gslrctürcb 9 Gslrctürcb pkrk hukrikr ibluagftbs g gdkebrkr rgdktürcbs= 7- @duxb 7 @duxb ig aktgrckcs dcfgkr gftrg bs vgáludbs, zbfk ig brigfkèìb ig agrlkibrck g
B pgr`gctb `duxb ig aktgrckcs, k pkrtcr ik rglgpèìb lgp èìb,, lba ua trk trkekd ekdob ob icf icfåac åaclb lb g sca scapdc pdc`cl `clki kib, b, sga igspgriálcbs, igpgfig ig kdhuaks rghrks> • Fìb rglgegr Pgrc`clkr k pbsscecdcikig ik gftrghk icrgtk ib `brfglgibr kb ldcgftg, sga fglgsscikig ig krakzãa cftgragicërcb. Zbupk-sg tgapb g trkekdob fk tkrg`k ig rglgpèìb ib krakzãa, prcflcpkdagftg fb lksb ig gflbagfiks hrkfigs g vbduabsks, qug blupka auctb gspkèb. • Zrã-rglgegr Bs ibluagftbs bu cf`brakè÷gs ichctkcs, pkrk cigftc`clkèìb ib prbiutb, igschfkèìb ib dblkd ig krakzgfkhga gftrg butrbs prglcska gstkr icspbfávgcs kftgs ik loghkik ibs agsabs, pkrk khcdczkèìb ib prblgssb fk iblk ig rglgpèìb. \akrt rglgpèìb. \akrt lkris, lkris, g-tkhs g-tkhs,, usb ig lbaufclkibrgs vck rkicb`rgquîflck, kb dbfhb ib pgrlur urssb g bu butr trk ks tg tgllfb fbdb dbh hck ckss pb pbig iga a sgr utcdczkiks pkrk îxctb igstk fglgsscikig. • @kzgr lrbss-iblmcfh (LI) lrbss-iblmcfh (LI) K rëpcik bpgrkèìb ig abvcagftkèìb ig
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Gestão Comercial - Módulo 4 -
Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
Gestão Comercial - Módulo 3 -
• Krruakèìb cagicktk pkrk dblkcs ig akcbr abvca gftb bu rgsgrvk> rgsgrvk>
• Acfc Acfcaczkr aczkr pgrlursbs pgrlurs bs k pã, abvgr aktgrckcs, fìb ks pgssbks
[ukfib fìb sg trktkr ig lrbss-iblmcfh, lrbss-iblmcfh , pbig-sg icacfucr k abvcagftkèìb ig aktgrckcs, gdcacfkfib-sg k pkrkhga pkrk rglgpèìb, abvcagftkfib k agrlkibrck icrgtkagftg pkrk dblkcs ig pclmcfh ig pclmcfh bu bu ig rgsgrvk.
Kuagftkr k prbiutcvc prbiutcvcikig ikig ib pclmcfh, pclmcfh, prcflcpkdagf prcflc pkdagftg tg qukf qukfib ib gxcstc gxcstcrga rga auctks tkrg`ks - gaekdkr, lbftkr, gtcqugtkr gtl. -, ktrkvãs ik lbdblkèìb ibs gstbqugs fb dblkd ib pclmcfh ib pclmcfh..
• Brigfkr ga dblkcs ig krakzgfkagftb Lksb sgnk fglgssërck k brigfkèìb iks agrlkibrcks, pbig-sg rgsgrvkr pbftbs ig krakzgfkagftb pkrk rglgegr b aktgrckd, acfcaczkfib kssca b gspkèb fglgssërcb pkrk k brigfkèìb. • Igs`kzgr g abvcagftkr ks lkrhks lba igstrgzk Kdhufs prblgsskagft prblgsskagftbs bs ig aktgrckc aktgrckcss igvga sgr rgkdczkibs lba lba kftglgiîflck. kftglgiîflck. Zbr gxgapdb> akrlkr g lbdblkr gtcqugtks, prã-gaekdkr ks qukftcikigs akcs vgficiks, agicr b vbduag g pgskr pkrk pdkfgnkagftb ig krakzgfkhga g trkfspbrtg. • \gpkrkr bs aktgrckcs rglgecibs Bs aktgrckcs rglgecibs pbiga sgr sgpkrkibs, ig akfgcrk k sgrga rgtcrkibs ib krakzãa, bu pbr zbfk, bu pbr sgqugflckèìb. • Lbaecfkr krruakè÷gs lba rgtcrkiks ib krakzãa K scfgrhck gftrg gftrg gstks tkrg`ks tkrg`ks rgiuz rgiuz b fþagrb ig vckhgfs, ga qug bs vgáludbs ig trkfspbrtg gstìb vkzcbs. Gstk tãlfclk ã gspglckdagftg uskik pkrk pkdgtgs. • Fcvgdkr k utcdczkèìb ig rglursbs fk
Hkfobs lba k Zrëtclk Hkfobs Zrëtclk ib Lrbss-iblmcfh (LI) Lrbss-iblmcfh (LI) Fks bp bpgr grk kè÷ è÷gs gs ig kr krak akzg zgf fkh khga ga,, qukfib quk fib oë k pbs pbssce scecdc cdciki ikig g ik prë prëtcl tclk k ibs lrbss-iblmcfh,, auctbs egfg`álcbs sìb hgrkibs. lrbss-iblmcfh Fgstg aãtbib, k agrlkibrck ã rglgecik, ga ua krakzãa bu Lgftrb ig Icstrceucèìb, pbrãa fìb ã gstblkik, aks sca cagicktkagftg prgpkrkik pkrk k gftrghk kb prüxcab gdb ik lkigck. Gstk prëtclk, fk vgrikig, ã uak trkfs`grîflck ib pbftb ig rglgec lg ecag agft ftb b pk pkrk rk b pb pbft ftb b ig gf gftr trgh ghk k ib prbiutb, tgfib lbab dcactkftg b tgapb ig gstblkhga. Ga butrks pkdkvrks, fb lrbss-iblmcfh fb lrbss-iblmcfh,, icvgrsbs vgáludbs lkrrghkibs sìb gstklcbfkibs fks iblks ig rglgecagftb ib lgftrb ig icstrceucèìb, ks lkrhks sìb sueagtciks k prblgssbs ig sgpkrkèìb ig pgicibs g vìb icrgtb ik ërgk ig rglgecagftb pkrk gxpgicèìb. Fb lrbss-iblmcfh Fb lrbss-iblmcfh,, tbibs sg lbflgftrka fb `duxb ib aktgrckd g fìb fk krakzgfkhga, rgiuzcfib-sg bs lustbs ig krakzgfkhga g agdobrkfib-sg k sktcs`kèìb ib ldcgftg. Igstk `brak, ã capbrtkftg skdcgftkr suks prcflcpkcs vkftkhgfs> • Ugiuèìb Ugiuèìb ig lu stbs> lustbs kssblckibs kb gxlgssb ig gstbqug, prcflcpkdagftg gstblkhga g pclmcfh g pclmcfh.. • Ërgk `ásclk> lba `ásclk> lba rgiuèìb bu gdcacfkèìb ib gs gstb tbqu qug, g, k ër ërgk gk fg fglg lgss ssër ërck ck fb LI ã rg rgiu iuzc zcik ik
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• Ugiuèìb ik lbapdgxcikig iks gftrghks> ã rgkdczkik uak þfclk gftrghk, `brakik lba tbik k vkrcgikig ig prbiutbs ibs sgus icvgrsbs `brfglgibrgs. • Kuagftb Kuagftb ib ib turf-bvg turf-bvgrr fb LI> k LI> k rbtktcvcikig igftrb ib LI kuagftk, në qug b scstgak tg ak bp bpgr grk k lb lba a gf gftr trgh ghks ks,, ga ag agfb fbrg rgss qukftcikigs g lba akcbr `rgquîflck. • Kuagftb Kuagftb ik ik sogd`-dc`g sogd`-dc`g ib ib prbiutb> b tgapb ig vcik qug k agrlkibrck —pgrigrck‑ fb gstbqug, —hkfok‑ fk prktgdgcrk ê vgfik. • \ukvczkib b `duxb ig egfs> b `duxb tbrfk-sg gstëvgd igvcib ês gflbagfiks `rgqugftgs g kb rgssuprcagftb lbftáfub.
Zrblgssb ig Cfspgèìb ig Aktgrckcs Lbab në besgrvkib, igftrg ks ktcvcikigs ig rglgpèìb, oë ig sg hkrkftcr k qukftcikig g k quk qukdci dcikig kig ibs akt aktgrc grckcs kcs rgl rglgec gecibs ibs,, ega lbab suks rgspgltcvks cf`brakè÷gs, pbcs gdks sgrvcrìb ig eksg pkrk lëdludb ig prbiuèìb bu ig gftrghks k ldcgftgs. Gstkabs `kdkfib ig cfspgèìb ig aktgrckcs. Cfspglcbfkr aktgrckcs gxchg k besgrvkèìb ig kdhuaks lkrkltgrástclks, ga `ufèìb ib tcpb ig krakzgfkhga k sgr rgkdczkik, pkrk gstkegdglcagftb ig pkir÷gs ig vgrc`clkèìb fb rglgecagftb iks agrlkibrcks. [uga ig`cfg gstgs pkråagtrbs ig cfspgèìb sìb igpkrtkagftbs gspglá`clbs iks gaprgsks, bu kcfik, bs bpgrkibrgs tîa, ga sgus lbftrbdgs, rghcstrbs ibs ocstürclbs ig rglgecagftb, hkrkftcfi tc fib b ua uak k `d `dgx gxce cecdcdci ciki kig g fb pr prbl blgs gssb sb ig cfspgèìb. Zkrk lkik lktghbrck ig aktgrckcs (aktãrcks-prcaks, aktgrckcs ga prblgsskagftb, prbiutbs sgacklkekibs, lbapbfgftgs g prbiutbs klkekibs), ua pkirìb ig cfspgèìb igvg sgr igsgfvbdvcib pkrk qug ks lkrkltgrástclks eësclks ig`cfciks, pkrk kprbvkèìb ik gftrkik ib aktgrckd fb gstbqug, scrvka ig rg`grîflck kb
Gestão Comercial - Módulo 4 -
Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
• cfspgèìb ;::% bu pbr kabstrkhga, lbf`brag pdkfb ig cfspgèìb= • qukftcikig rglgecik, vgrsus rglgecik, vgrsus pgicib= pgicib= • gaekdkhga ig klbficlcbfkagftb= • qukdcikig iks gaekdkhgfs rglgeciks lba aktgrckcs= • gaekdkhga pkrk krakzgfkhga= • aktgrckcs rgprbvkibs. e. Lbapbfg Lbapbfgftgs ftgs bu Zrbiutbs klkekibs klkekibs \ghucr ua pkirìb ig cfspgèìb ic`grgflckib, pbcs k qukdcikig ib prbiutb në gstë kprbvkik vk ik.. Fì Fìb b oë fg fglg lgss sscik cikig ig ib gf gflk lkacf acfok okagf agftb tb pkrk ërgks gspglá`clks pkrk kvkdckèìb ib aktgrckd. Fgstg lksb, k cfspgèìb gfvbdvg vgrc`clkr> • qukftcikig rglgecik, vgrsus rglgecik, vgrsus pgicib= pgicib= • gaekdkhga ig klbficlcbfkagftb= • qukdcikig iks gaekdkhgfs rglgeciks lba aktgrckcs= • gaekdkhga pkrk krakzgfkhga= • aktgrckcs rgprbvkibs.
Zrblgssb ig Abvcagftkèìb ig Aktgrckd B prblgssb ig abvcagftkèìb ig aktgrckd rg`grg-sg, gxlduscvkagftg, kb trkfspbrtg/trë`ghb cftgrfb ig aktgrckcs bfig sgus bpgrki bpg rkibrg brgss trk trkekd ekdoka oka,, hgr hgrkda kdagft gftg g pkr pkrk k ktgfigr bengtcvbs gspglá`clbs, igpgfigfib ik sctukèìb ig igstcfb ib aktgrckd. Pgnkabs gstgs igstcfbs> k. Zrbiu Zrbiu èìb> èìb> rgpbscèìb rgpbscèìb ig aktãrcks-prcaks bu lbapbfgftgs fks dcfoks bu lãdudks ig prbiuèìb ig uak `ëerclk= e. Zrbiuèìb> trkfspbrtg Zrbiuèìb> trkfspbrtg ig aktgrckd ga prblgsskagftb, qukfib gstg prblgsskagftb capdclk fk rgkdczkèìb ig bpgrkè÷gs igsgapgfokiks, ga pbstbs ig trkekdob ic`grgftgs. Gstks abvcagftkè÷gs sìb g`gtukiks pbr bpg-
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K ab abvc vcagf agftkè tkèìb ìb ig akt grc kd fìb sg dcactk kpgfks k abvcagftkr, gflkcxbtkr g krakzgfk krakz gfkr. r. K vgrc`cl kèì kèìb b g pbst grcbr kiacfcstrkèìb ib tgapb g gspkèb icspbfávgcs sìb tkrg`ks iglcscvks pkrk îxctb iks igakcs kè÷gs. Ktcvcikig Ktcvci kigss ig kp kpbcb bcb ê prb prbiu iuèìb èìb lba lbab b k ktc ktc-vcikig ig khrupkagftb - bpgrkèìb ig lkrhks `rkl `r klcb cbfk fkik ikss - g tb tbik ikss ks bu butr trks ks kè kè÷g ÷gss fì fìb b ig igvg vga a sgr vcstks ig `brak csbdkik g cfigpgfigftg ig prblgicagftbs, igvgfib sgr scstgaktclkagftg cftghrkiks, ig abib k akxcaczkr k prbiutcvcikig tbtkd ig uak cfstkdkèìb bu krakzãa. K abvcagftkè abvcagftkèìb ìb ig aktgrc aktgrckd kd igvg tgr ga lbftk b tgapb, gspkèb g kebrikhga ig scstgaks, ak s, ak akss ig igvg vg,, tk tkae aeãa ãa,, tg tgrr ga lb lbft ftk k bu butr trb b ks ks-pgltb, b sgr ouakfb. Ykftb fks bpgrkè÷gs scap sc apdgs dgs qu qukf kftb tb fk fkss bp bpgr grkè kè÷g ÷gss ak akcs cs lb lbap apdg dgxk xks, s, bs rg rglu lurs rsbs bs ou ouak akfb fbss prg prglcs lcska ka kt ktuk ukrr lb lba a pd pdgf gfb b ibaáfcb ibs scstgaks, gqucpkagftbs g agtbibdbhcks ig abvcagftkèìb ig lkrhks lba ua `brtg trgcfkagftb g igakcs lucikibs ik hgstìb ig pgssbks> rgaufgrkèìb kigqukik, abtcvkèìb, pgrspgltcvks prb`csscbfkcs gtl. Butrb kspgltb gxtrgakagftg rgdgvkftg sìb bs lustbs lba k kpurkèìb ib ecfùacb lustb/egfg`álcb. K gftrghk ig lbapbfgftgs g prbiutbs fb tgapb lgrtb g fb dblkd lgrtb igvg sgr rgkdczkik igftrb ig lustbs klgctëvgcs, ig abib qug k gaprgsk betgfok betgfok egfg`álcbs qug supgrga bs lustbs ig abvcagftkèìb.
Gestão Comercial - Módulo 4 -
Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
Gestão Comercial - Módulo 3 -
Lbflgctb ig abvcagftkèìb ig aktgrckcs —K abvca abvcagftkè gftkèìb ìb ig aktgrckd aktgrckd ã ua scstgak bu lbaecfkèìb ig aãtbibs, cfstkdkè÷gs, è÷g s, trk trkekd ekdob, ob, gqu gqucpk cpkagf agftb tb pkr pkrk k trk trkfsp fspbrt brtg, g, gaekdkhga g krakzgfkhga pkrk lbrrgspbfigr k bengtcvbs gspglá`clbs.‑
Gqucpkagftbs pkrk Gqucpkagftbs Abvcagftkèìb i g Lkrhks Lkrhks Kb gstuikrabs Aãtbibs g Yãlfclks Dbhástclks, fb qugsctb sberg Dbhástclk ig Icstrceucèìb g Yrkfspbrtg, kprgfigabs qug pkrk lkik sctukèìb ig trkfspbrtg gxtgrfb ig agrlkibrcks, oë ig sg gslbdogr ua vgáludb kigqukib, b qukd pbigrë vkrckr ig ua scapdgs lkacfoìb tblb, ktã ua ectrga. Fk abvcagftkèìb cftgrfk fìb ã ic`grgftg. Bs gspkèbs `ásclbs pbiga sgr icvgrsbs> sb s> dkr dkrhbs hbs,, gs gstrg trgctb ctbs, s, lb lba a lru lruzk zkagf agftbs tbs cftgrfbs gtl. Igstk `brak, igpgfigfib ik rgkdcikig `ásclk g rglursbs ik gaprgsk, oë ig sg sgdglcbfkr b abigdb akcs kigqukib ig gapcdokigcrks.
B tcpb ig bpgrkèìb bpgrkèìb g aktgrckd aktgrckd k sgr abvcagftkib s ìb `ktbrgs igtg igtgracfkftgs racfkftgs fk iglcsìb sberg k gslbdok ib gqucpkagftb ig trkfspbrtg. \g b krakzãa abvcagftkr vërcbs tcpbs ig aktgrckcs, ga lbftgftbrgs vkrckibs, pkdgtgs gtl., bs cfvgstcagftbs ga gqucpkagftbs ig trkfspbrtg pbigrìb sgr rgdktcvkagftg kdtbs. Kdãa ib tcpb ig bpgrkèìb g aktgrckcs krakzgfkibs, b hgstbr igvg vgrc`clkr kspgltbs lbab>
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Ycpbs ig gqucpkagftbs Bs gqucpkagftbs k lbaeustìb sìb utcdczkibs fk abvcagftkèìb ig lkrhks ga ërgks gxtgrfks, pkrk icspgrsìb ibs hksgs kb kr dcvrg= gfqukftb bs gqucpkagftbs gdãtrclbs igvga sgr utcdczkibs ga ërgks cftgrfks. Kpüs kfë Kpüs kfëdcs dcsg g lrc lrctgr tgrcbs cbsk k ibs abi abigdb gdbss ics icspbpbfávgcs fb agrlkib, lbfscigrkfib ks bpgrkè÷gs k sgrga rgkdczkiks, g tcpb ig prbpudsìb - lbaeustìb (hës, icgsgd (hës, icgsgd bu bu hksbdcfk) bu gdãtrclk - iglcig-s lci g-sg g pg pgdbs dbs ab abigd igdbs bs,, qu qug g ktg ktgfik fika a gst gstks ks fglgsscikigs. Zbigabs ldkssc`clkr bs gqucpkagftbs ig abvcagftkèìb ga quktrb `braktbs> ;. Pgá Pgáludb ludb s Cfius trc kcs Gqucpkagftbs, abtbrczkibs bu fìb, pkrk abvcagftkèìb ig lkrhks, ga pgrlursbs vkrcëvgcs lba supgr`álcgs g gspkèbs kprbprckibs, bfig k `ufèìb prcaërck ã trkfspbrtkr g/bu akfberkr. Gx.> lkrrcfobs cfiustrckcs, gapcdokigcrks, rgeblkibrgs g hucfikstgs. Gstgs vgáludbs sìb utcdczkibs fk krakzgfkhga, fìb sü pkrk trkfspbrtkr lkrhks, aks tkaeãa lbdblë-dks ga pbscèìb lbfvgfcgftg g nuftb kb prblgssb ig prbiuèìb. Gstgs trkfspbrtgs tîa auctk `dgxcecdcikig ig pgrlursb, ig lkrhk g igslkrhk.
Gestão Comercial - Módulo 4 -
Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
5. Gqu qucp cpk kag agft ftbs bs ig Gdg dgvk vkèì èìb b g Yrkfs`grîflck Igstcfkibs Igstc fkibs k abvgr abvgr lkrhk lkrhkss vkrckiks vkrckiks pkrk qukd qu kdqu qugr gr pb pbft ftb b ig igft ftrb rb ig ua uak k ër ërgk gk `c`cxk xk,, bf bfig ig k `ufèìb prcflcpkd ã trkfs`grcr. Bs tcpbs akcs lbaufs sìb> tkdoks, hucfikstgs `cxbs g pbftgs rbdkftgs. \ìb kpdclkibs pkrk trkfs`grîflck ig aktgrckcs pgskibs, vbduabsbs g igskngctkibs ga lurtks icståflcks igftrb ig uak `ëerclk. <. Yrkfspbrtkibrgs Lbftáfubs Yrkfspbrtka prbiutbs k hrkfgd bu vbduags ga pgrlursbs obrczbftkcs, vgrtclkcs bu cfldcfkibs, `kzgfib lurvks bu fìb, lba pbscèìb ig bpgrkèìb `cxk. \ìb `brakibs pbr ua dgctb, bfig b aktgrckd igsdczk ga ua scstgak ig lbrrgcks bu lbrrgftgs sga `ca, klcbfkiks pbr tkaebrgs bu pbdcks. Zrcflcpkcs tcpbs sìb> lbrrgcks pdkfks bu lùflkvks, gdgagftbs rbdkftgs (rbiázcbs, rbdbs bu gs`grks, lbrrgftgs kãrgks bu sbe b pcsb), tkdcslks g gdgvkibr gdgvki br ig lkèka lkèkaek ek lbftáfub. \ìb utcdczkibs bfig oë hrkfig `duxb ig aktgrckd k sgr trkfspbrtkib ga pgrlursbs `cxbs.
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9. Uglcpcgftgs, Uglcpcgftgs, Wfctczkibrgs g Gstrut urks pkrk Krakz Kra kzgfk gfkhga> hga> • Wfctczkèìb> schfc`clk —knuftkr‑ agrlkibrcks ga uak þfclk ufcikig lba icagfs÷gs pkirbfczkiks, b qug `klcdctk ks bpgrkè÷gs ig krakzgfkagftb g abvcagftkèìb ik lkrhk sbe `brak aglkfczkik. Fìb lbfstctuc prbprckagftg uak gaekdkhga, ã ua klgssürcb pkrk b igsdblkagftb bu trkfspbrtg ig lkrhk, fìb cftghrkfib cftgh rkfib b prbiu prbiutb tb bu b lbfnu lbfnuftb ftb ig prbiu prbiu-tbs krakzgfkibs. • Zkdgtczkèìb> pdktk`brak Zkdgtczkèìb> pdktk`brak ig akigcrk bu gstrkib igstcfkib k supbrtkr lkrhk, `cxkik pbr agcb ig lcftks, pgractcfib suk abvcagftkèìb aglåfclk lba b usb ig hkr`bs ig gapcdokigcrk bu hucfikstgs aglåfclbs gspglá`clbs pkrk gssg `ca. • Lbftg bftgcfgrcz cfgrczk kèì èìb> b> klbab klbabikè ikèìb ìb ig lkrhk ga lbftîcfgr - rglcpcgftg lbfstruáib ig aktgrc akt grckd kd rgs rgscst cstgf gftg, tg, pkr pkrk k su supbr pbrtkr tkr us usb b rgp rgpgtc gtctcv tcvb, b, igstcfkib k prbpclckr b trkfspbrtg ig agrlkibrcks lba sghurkfèk, cfvcbdkecdcikig g rkpcigz, pgractcfib `ëlcd lkrrghkagftb g igslkrrghkagftb agf tb g kig kigquk qukèìb èìb ê abv abvcag cagftk ftkèìb èìb agl aglåfc åfclk lk g kb trkfspbrtg, pbr ic`grgftgs gqucpkagftbs. Zkrk trkfspbrtg akrátcab, gxcstga lbftîcfgrgs ig 5:– g 9:– (pãs), lba `braktbs kigqukibs pkrk lkik tcpb ig lkrhk. Pgnkabs kdhufs tcpbs> ;. Ygtb kegrtb (Bpgf ( Bpgf Ybp)> Ybp )> pkrk pkrk lkrhks pgskiks, lba gflgrkib pkrk lbegrturk fk pkrtg ig lcak. Wtcdczkib pkrk aëqucfks g gqucpkagftbs akcbrgs qug ks icagfs÷gs ik pbrtk ib lbftîcfgr, qug sìb lbdblkiks pgdk pkrtg supgrcbr supgrcbr.. 5. Yãraclb Yãraclb (k (kquglcib quglcib bu rg`rchgrk rg`rchgrkib)> ib)> pkrk pkr k prb prbiut iutbs bs qug rgq rgqugr ugrga ga tga tgapgr pgrktu kturk rk lbfstkftg, iurkftg sgu trkfspbrtg, pkrk fìb kdtgrkr suk qukdcikig g kprgsgftkèìb, lbaua pkrk prbiutbs pgrglávgcs.
Gestão Comercial - Módulo 4 -
Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
Gestão Comercial - Módulo 3 -
Butrks @braktkè÷gs @braktkè÷gs ig Kl bficlcbf kagftb ig Lkrhks> Lkrhks> • Akrcfgr - \dcfhs> \dcfhs > \ìb lcftks ig aktgrckd scftãtclb qug `braka uak rgig lba icagfs÷gs pkirbfczkiks, hgrkdagftg utcdczkiks pkrk sklkrck. Igpgfigfib ib gaekrqug, sghuga lba k lkrhk ktã b igstcfb bu kpgfks ktã b pbrìb ib fkvcb, qukfib sìb rgtcrkibs.
• Ech-Ekh Ech-Ekh>> \ìb \ì b sk sklb lbss ig ak aktg tgrc rckd kd sc scft ftãt ãtcl clb b lb lba a `ufib hgrkdagftg lcrludkr bu qukirkib, utcdczkibs `rgqugftgagftg pkrk prbiutbs cfiustrckdczkibs ga hrìbs g püs, ga suestctucèìb k sklkrck. Zgractga b rgkprbvgctkagftb, g lkik ufcikig ig lkrhk tga uak vkrckèìb ig pgsb ig ?:: mh ktã 5,: t. B sgu lustb ã supgrcbr kb ibs akrcfgr-sdcfhs ibs akrcfgr-sdcfhs g, g, pbr cssb, ga bpgrkè÷gs ig lbaãrlcb gxtgrcbr, hgrkdagftg, fìb gaekrlka lba k lkrhk. K suk lkpklcikig hgrkdagftg ã supgrcbr k ibs akrcfgr-sdcfhs ibs akrcfgr-sdcfhs..
Abigdbs ig Gqucpkagftbs ;. Gapcdokigcrks k Lbaeustìb • Lkpklcikig klcak ig 8 tbfgdkiks>
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• Lkpklcikig ig 8 tbfgdkiks> abvcagftkèìb obrczbftkd g vgrtclkd, ga kaecgftgs vgftcdkibs bu kegrtbs, pbigfib bpgrkr ga icvgrsbs tcpbs ig pcsbs. Lbaeustìb k icgsgd, hës HDZ bu hksbdcfk, gqucpkiks lba rbikhga pfguaëtclk pfgu aëtclk,, supgrgdëstcl supgrgdëstclk k bu aklcèk. aklcèk. K kdturk ig gdgvkèìb ik lkrhk ã vkrcëvgd, pbigfib kdlkfèkr lgrlk ig 8 agtrbs, lba akstrbs ig 5, < bu 9 gstëhcbs. Ebk lkpklcikig ig vgflgr rkapks g bpgrkr ga lbrrgibrgs, lba dcactkè÷gs. \ìb utcdczkiks pkrk bs akcs icvgrsbs tcpbs ig trkfspbrtg ig lkrhk ga hgrkd.
• \tklmgrs \tklmgrs pkrk pkrk abvcagftkèìb ig lbftîcfgrgs> uskibs tîcfgrgs> uskibs pkrk abvcagftkèìb ig lbftîcfgr tîc fgrgs gs ga kae kaecgf cgftgs tgs keg kegrtb rtbs, s, pbi pbigfi gfib b bpgrkr, fbs akcs icvgrsbs tcpbs ig pcsbs. B abtbr ib gqucpkagftb hgrkdagftg ã k icgsgd icgsgd,, rbikfib lba pfgus lbaufs. Zbssuga lkpklcikig ig gapcdokr ktã lcflb lbftîcfgrgs g lkrrghkr ktã 97 tbfgdkiks., utcdczkibs ga pbrtbs, krakzãfs krakzãfs kd`kfighë kd`kfighërcb rcb g `grrbvcks. `grrbvcks. 5. Gapcdokigcrks lba gdgvkèìb akfukd g gdãtrclk \ìb gqucpkagftbs pkrk abvcagftkèìb obrczbftkd g vgrtclkd ig lkrhks ktã ; t. • Gdgvkèìb Gdgvkèìb akfukd> tîa lkpklcikig ig
Gestão Comercial - Módulo 4 -
Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
lbrrgftg kdtgrfkik. lbrrgftg kdtgrfkik. Ktcfhg Ktcfhga a ktã <,7: agtrbs ig gdgvkèìb g sìb utcdczkiks ga pgqugfks g aãicks cfiþstrcks g trkfspbrtkibrks. K rbikhga igssks gapcdokig gapcdokigcrks, crks, ga hgrkd, ã ga fëcdbf bu pbdcurgtkfb g gdks bpgrka ga pcsbs dcsbs g lbrrgibrgs gstrgctbs, ig lgrlk ig 5,9: agtrbs. <. Gapcdokigcrks Gdãtrclks • Lba Lba lbftrkpgsb lb ftrkpgsb>> `kzga trkfspbrtg obrczbftkd g vgrtclkd ig lkrhks, ga pcsbs dcsbs g rgscstgftgs g ga krakzãfs `glokibs bu kegrtbs. Gqucpkiks lba abtbrgs ig lbrrgftg kdtgrfkik bu lbftáfuk, kdcagftkibs pbr ektgrcks trklcbfërcks, rbika lba pfgus ig pbdcurgtkfb, pfguaëtclbs, supgrgdëstclbs bu ebrrklok aklcèk. Khugftk Khugftka a lkrhks ig ktã 57 tbfgdkiks g k kdturk ig gdgvkèìb loghk k ?,7: agtrbs. Bs akstrbs pbiga sgr ig 5, < bu 9 gstëhcbs. Lbfsghuga vgflgr rkapks `klcdagftg, aks tîa usb dcactkib ga lbrrgibrgs, sgfib auctb uskiks fk cfiþstrck kutbabecdástclk, scigrþrhclk, quáaclk, kdcagftálck gtl. • Zktbdkiks> kigqukiks Zktbdkiks> kigqukiks pkrk abvcagftkèìb obrczbftkd g vgrtclkd ig lkrhks pkdgtczkikss - pk ik pkdg dgtg tgss ke kegr grtb tbss ga ka kaec ecgf gftg tgss `g `glo loki kibs bs g pcsbs dcsbs g rgscstgftgs. Abtbrgs gdãtrclbs ig lbrrgf lbr rgftg tg lbf lbftáf táfuk, uk, kdc kdcagf agftki tkibs bs pbr ekt ektgrc grcks ks kutbabtcvks bu trklcbfërcks, lba rbikhga ga pbdcur pbd curgtk gtkfb, fb, fëc fëcdbf dbf bu ebr ebrrkl rklok ok akl aklcèk cèk.. K kdt kdturk urk ig gd gdgv gvkè kèìb ìb log loghk hk k 7 ag agtr trbs bs,, lb lba a ak akst strb rbss ig 5 bu < gstëhcbs. Bpgrka lba lkrhks ig ktã ;.?:: mh ga lbrrgibrgs gstrgctbs, ig kprbxcakikagftg 5,9: agtrbs ig dkrhurk. Gxcstga abigdb abi gdbss pkr pkrk k bpg bpgrki rkibr br k pã, bpg bpgrki rkibr br sgft sgftkib kib g bpgrkibr k ebrib. Zbssuga lkpklcikig dcactkik ig vgflgr rkapks g sìb auctb utcdczkiks ga lgftrbs ig icstrceucèìb g `ëerclks ig kdcagftbs, prbiutbs quáaclbs gtl. • Ugtrëtgcs bu pkftbhrë`clks> pkrk abvcagftkèìb obrczbftkd g vgrtclkd, ga db-
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lbrrgibrgs gstrgctbs lba kprbxcakikagftg 5,?: agtrbs ig dkrhurk g lkrrghkr lkrhks ig ktã 5.7:: mh. \ìb utcdczkiks ga lgftrbs ig icstrceucèìb g `ëerclks ig kdcagftbs, prbiutbs quáaclbs gtl.
Gestão Comercial - Módulo 4 -
Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
Gestão Comercial - Módulo 3 -
ê lbaeustìb bpgrka fbs akcs icvgrsbs tcpbs ig pcsbs.
7. \gdglcbfkibrks ig Zgicibs Gdãtrclks Pgrtclkcs g Obrczbftkcs
• Yrcdktgrkcs> trkfspbrtg obrczbftkd g vgrtclkd ig lkrhks pkdgtczkiks ga kaecgftgs `glokibs, bpgrkfib ga pcsbs dcsbs, pdkfbs g ig kdtk rgscstîflck. Zrbpudsìb pbr abtbrgs gdãtrclbs ig lbrrgftg lbftáfuk bu kdtgrfkik, lba rbikhga ga pbdcurgtkfb. K kdturk ig gdgvkèìb ik lkrhk loghk k ;9 agtrbs g b lbrrgibr ig bpgrkèìb ã ig lgrlk ig ;,0: agtrb ig dkrhurk. K lkpklcikig ig lkrhk loghk k 5.::: mh, g b bpgrkibr pbig `clkr kb fávgd ib sbdb bu sgr gdgvkib ga lbfnuftb lba k lkrhk. \ìb uskiks ga krakzãfs lba pã icrgctb auctb gdgvki gdgvkib b g lbrrgi lbrrgibrgs brgs auctb gstrgctbs. \gaprg utcdczkiks ga krakzãfs lba hrkfig igfscikig ig lkrhks, bfig k kdturk ig gdgvkèìb g k dkrhurk ibs lbrrgibrgs sìb gssgflckcs. 9. Ugeblk eblkibrg ibrgss Gdã dãtrclbs trclbs g ê Lbaeus baeustì tìb> b>
Gqucpkagftbs pkrk sgpkrkèìb ig lkrhks `rklcbfkiks ga kaecgftgs `glokibs, igvgfib bpgrkrr ga pcsbs bpgrk pcsbs dcsbs dcsbs g rgscstgft rgscstgftgs. gs. K kdturk ig lbdgtk iks sgdglcbfkibrks vgrtclkcs ã ig ktã ? agtrbs g gdks bpgrka ga lbrrgibrgs auctb gstrgctbs, ig lgrlk ig 5,9: agtrbs. K lkpklcikig ig lkrhk iks sgdglcbfkibrks vgrtclkcs ã ig ktã ;.7:: mh g iks obrczbftkcs, ig ktã 9.::: mh. Auctctb Au b þt þtgc gcss ga kr krak akzã zãfs fs g `ë `ëer ercl clks ks ig pr prbi biut utbs bs kdcagftálcbs, cfiþstrck `kraklîutclk g butrbs sgrvcèbs hgrkcs ig sgdgèìb ig pgicibs.
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ga lbrrgibrgs auctb gstrgctbs. B bpgrkibr pbig bpgrë-dbs k pã, k ebrib ga pã bu k ebrib sgftkib. \ìb auctb utcdczkibs ga krakzãfs `glokibs ig akfgcrk hgrkd. K gslbdok gftrg bs abigdbs lba bpgrkibr k pã, k ebrib ga pã bu k ebrib sgftkib igpgfig ib tgapb icërcb ig bpgrkèìb g ibs pgrlursbs k sgrga luaprcibs. • Akfukcs> gxlduscvbs pkrk abvcagftkèìb obrczbftkd ig lkrhks pkdgtczkiks. B lbakfib ã ocirëudclb lba klcbfkagftb ik gdgvkèìb g igsdblkagftb akfukcs. @kerclkibs fbrakdagftg lba lkpklcikig ig lkrhks ig 5.5:: mh, 5.7:: mh g <.::: mh, sgfib k prcagcrk k akcs `rgqugftgagftg `rgqugftgagftg utcdczkik. Bs trkfspkdgtgs bpgrka ga pcsbs rghudkrgs g pdkfbs lba rbikhga scapdgs bu iupdk, `grrb bu pbdcurgtkfb. Cficlkibs pkrk tbibs bs sghagftbs ig agrlkib, igstklkfib sgu usb ga supgragrlkibs, krakzãfs, dcfoks ig prbiuèìb icvgrsks, trkfspbrtkibrks, lgftrbs ig icstrceucèìb, bpgrkibrgs dbhástclbs gtl. \ìb `kerclkibs tkaeãa abigdbs lba ekdkfèk ekdkfè k cftghrk cftghrkik ik g pkftb pkftbhrë`clb hrë`clbs, s, vcskfi vcskfib b ê agdobr grhbfback ib bpgrkibr.
Gestão Comercial - Módulo 4 -
Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
Gstks iglcs÷gs, qukfib `kvbrglga b kuagft ag ftb b ib ibss ak aktg tgrck rckcs cs ab abvc vcag agft ftki kibs bs,, fu fua a agsab gspkèb ig tgapb, sga iþvcik, hgrka rgiuèìb ig lustbs. Gstgs lustbs pbigrìb sgr agfb ag fbrg rgss kc kcfi fik, k, lk lksb sb ok oknk nk ag agdo dobr br ut utcdcdcz czkè kèìb ìb ib ibss gqucpkagftbs g ik aìb-ig-berk ib krakzãa.
Icspbscèìb ibs gstbqugs, gxpgicèìb gxpgicèìb g rglgecagftb _ @duxb ig aktgrckcs @duxb ig Aktgrckcs ga `brak ig —W‑
G\YB[WG
Uglgecagftb
Gxpgicèìb
@duxb ig Aktgrckcs ga `brak ig —D‑
@duxbs pkrk Abvcagftkèìb ig Lkrhks Lbapdgagftkfib ks kfëdcsgs sberg abvcagftkèìb ig lkrhks, oë ig sg dgvkftkr g kvkdckr k gstruturk ib krakzãa qukftb ê lcrludkèìb ig pgssbks, gqucpkagftbs g agrlkibrcks, fkturkdagftg. Lbf`brag në gxpbstb fb tüpclb sberg Zrblgssb ig Uglgecagftb ig Agrlkibrcks b `duxb ga —W‑ ã b akcs rglbagfikib, pgdk `klcdcikig ik lcrludkèìb ig tbibs bs gdgagftbs gfvbdvcibs. Aks, igpgfigfib ik gstruturk g butrbs `ktbrg `kt brgss ik lba lbapbs pbscèì cèìb b ib dkybut, dkybut , pbi pbigrë grë blbrrgr k gxcstîflck ig butrks `braktkè÷gs ig `duxbs.
G\YB[WG
Gxpgicèìb
Uglgecagftb @duxb ig Aktgrckcs ga `brak ig —C‑ Gxpgicèìb
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Zrblgssb ig i g Gstb Gstblkhga lkhga Kpüs rglgpèìb g cfspgèìb, ks agrlkibrcks igvga sghucr pkrk gstblkhga.
Fb Erkscd b lustb ib icfogcrb ã auctb kdtb g, sghufib gspglckdcstks ib \gerkg, k pgrakfîflck ig prbiutbs klkekibs, pbr pgráb pg rábibs ibs klcak klcak ig quk quktrb trb agsg agsgs, s, pbig lbrrbgr lbapdgtkagftg b dulrb ik gaprgsk.
Gestão Comercial - Módulo 4 -
Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
Gestão Comercial - Módulo 3 -
Bs gstbqugs sìb akftcibs ga `ufèìb ig vërcbs `ktbrgs qug cfigpgfiga ik vbftkig ik gapr ga prgs gsk, k, lb lbab ab>> db dbtg tgss aá aáfc fcab abss ig vg vgfi fiks ks,, tgapb ig gftrghk ibs `brfglgibrgs, pgrcbiclcikig ik ig ig gf gftrg trghk hk ib ibss `b `brf rfgl glgi gibr brgs gs,, qu qug g be berch rchka ka ks brh brhkf kfcz czkè kè÷g ÷gss tg tgrga rga ua ig igtgr tgracf acfki kib b gs gstb tbqu qug. g. K vkdcikig ib prbiutb bu b lustb ig krakzgfkhga sìb `ktbrgs qug pbiga igtgracfkr pgrábibs ig gstblkhga, aks fìb gxcstga tkegdks lba bs tgapbs dcactgs. Ga kdhufs lksbs, gssks gftrghks sìb icërcks, cstb ã, sìb gftrghugs gftrg hugs sü fb abagftb abagftb ik vgfik bu usb. K tãlfclk utcdczkik pkrk gstk prëtclk fks cfiþstrcks ã igfbacfkik ig nust cf tcag, tcag, qug, ga pbrtuhuîs, schfc`clk fk "obrk lgrtk".
[ukftb agfbr `br b tgapb ig pgrakfîflck ibs prbiutbs fb gstbqug, agfbr k fglgsscikig ig lkpctkd pkrk ekflkr b gstbqug, cstb ã, b lkpctkd ig hcrb. Nust cf tcag, tcag, gxprgssìb cfhdgsk pkrk igschfkrr k prëtclk ig kek igschfk kekstglcag stglcagftb ftb fk qukd sg ktgfig kb ldcgftg cftgrfb bu gxtgrfb fb abagftb gxktb ig suk fglgsscikig, lba ks qukftcikigs fglgssërcks pkrk k bpgrkèìb/prbiuèìb.
Zkrk b lbaãrlcb schfc`clk tgr icspbfcecdcikig ig lkpctkd pkrk ua fþagrb akcbr ig prbiutbs k sgrga b`grglcibs, g pkrk k cfiþstrck rgiuzcr k fglgsscikig ig gspkèbs ig gstbqugs ig lbapbfgftgs g prbiutbs. Ugsuacfib, k hgstìb ibs gstbqugs igvg trkekdokr pkrk sg tgr b agfbr gstbqug pbssá-
\caudtkfgkagftg, k hgstìb ig gstbqugs g k pb pbdádátctclk lk ig lb lbap aprk rkss ig igvg vga a sg sgrr tr trkt ktki kiks ks lb lba a auctctb au b rc rchb hbrr, pb pbcs cs bs pr prbi biut utbs bs fì fìb b pb pbig iga a `k `kdtdtkr kr g fga pgr pgrakf akfglg glgrr fb gst gstbqu bqug g pbr pgr pgrábi ábibs bs auctb dbfhbs. Hrkfigs gaprgsks fb sgtbr ig vgfiks fb vkrgnb bu cfiþstrcks tîa klbribs pkrk pk rk gf gftrg trghk hkss pg pgrcü rcüicl iclks ks ibs prb prbiut iutbs bs ig akc akcbr br vgfik ga agfbrgs dbtgs pbssávgcs.
Lbflgctb Lbflg ctb ig Gstbqug Gstbqug ã k kluaudkèìb ig rglursbs aktgrckcs pkrk ktgfigr ês fglgsscikigs iks bpgrkè÷gs prbiutcvks ik gaprgsk bu ig sgus
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Gestão Comercial - Módulo 4 -
lustbs lust bs qu qug g gf gfhd hdbe beka ka au auctctbs bs ks kspg pglt ltbs bs.. Bs lu lust stbs bs tbtkcs ig gstblkhga sìb bs lustbs bpgrklcbfkcs gfvbdvcibs lba k krakzgfkhga g abvcagftkèìb ibs prbiutbs ga gstbqug. Lbf` Lb f`br brag ag në ke kebr brik ikib ib,, bs lu lust stbs bs sì sìb b hg hgrk rk-ibs pgdk blupkèìb ibs gspkèbs `ásclbs gfvbdvcibs, ib s, gq gqucp ucpka kagft gftbs bs g utg utgfs fsádc ádcbs bs ig abv abvcag cagftk ftkèì èìb, b, kdãa kd ãa ik aì aìbb-ig ig-b -ber erk k ut utcdcdcz czki kik k fb pr prbl blgs gssb sb ig gs gs-tblkhga. Ybibs gstgs ctgfs igvga sgr sbakibs kb lustb `cfkflgcrb, ib pgrábib ig pgrakfîflck ga gst stbq bqug ug ib db dbtg tg ga qu qugs gstì tìb. b.
Bengtcvbs Beng tcvbs ibs Gstbqugs B ki kiac acfcs fcstrk trkib ibrr ig gs gstb tbqu qugs gs ig igvg vg kn knus ustk tkrrsg kb pdkfgnkagftb ig prbiuèìb, pbcs b gstbqug qu g `u `ufl flcb cbfk fk lb lbab ab ka kabr brtg tglg lgib ibrr gf gftr trg g bs vë vërc rcbs bs gstëhcbs ik prbiuèìb ktã k vgfik ib prbiutb `cfkd. Fb lksb ig gstbqugs ig prbiutbs klkekibs, krakzgfkibs pbr bpgrkibrgs dbhástclbs, b bengtcvb ã knustkr-sg ê prbhrkakèìb ig gxpgicèìb ik ikss agr agrlk lkib ibrck rcks. s. Igv Igvg, g, tka tkaeã eãa, a, acf acfcac caczk zkr r b tbtkd ig lkpctkd cfvgstcib ga gstbqugs, btcaczkfib b cfvgstcagftb ga gstbqugs. Igpgfigfib ik ërgk ig hgstìb ik gaprgsk, bs gstbqugs tgrìb schfc`clkibs g cftgrgss rg ssgs gs ic ic`g `grg rgfl flck ckib ibs. s. B lb lbf` f`dcdctb tb gf gftr trg g k sghurkfèk qug b gstbqug trkz g k fglgsscikig ig igcxë-db fb agfbr fávgd pbssávgd, rg`dgtgsg fks ic`grgftgs vcs÷gs qug lkik igpkrtkagft ag ftb b tg tga a sbe berg rg b kss ssu uft ftb, b, lbf bf`b `bra rag g lbdblkib fb qukirb kekcxb>
2014 - Nivel de Servico Logistico
@ufèìb @ufèì b ib gstbqug \ga gstbqug \ga gstbqugs, s, k gaprg gaprgsk sk tgrë pr bedgaks pkrk ktgfigr sgus ldcgftgs, pbigfib ktã agsab pkrk pkrkrr tbtkdagftg suks ktcvcikigs. Gssk ã k prcagcrk `ufèìb ib gstbq stbqug ug>> hk hkrk rkftcr ftcr k lbft lbftcfuci cfucik kig ik ikss bpgrkè÷gs fbrakcs ig uak gaprgsk.
Aktgrckcs ga Gstbqugs Gspglckdagftg ga uak gaprgsk cfiustrckd, bs gstbqugs sìb hgrkdagftg akcs lbapdgxbs g pbiga sgr ldkssc`clkibs lbab sghug> ;. Aktãrcks-prcaks>> aktgrckcs eësclbs g ;. Aktãrcks-prcaks prcflcpkcs fk lbapbscèìb ig ua igtgracfkib prbiutb k sgr `kerclkib. Fk cfiþstrck ig pdëstclbs, pbr gxgapdb, b pbdcprbpcdgfb pbig sgr k prcflcpkd aktãrck-prcak. 5. Zrbiutbs sgacklkekibs > prbiutbs qug `brka trkfs`brakibs ktã lgrtb pbftb, aks qug kcfik fìb gstìb klkekibs, bu sgnk, kcfik fìb gstìb prbftbs pkrk k vgfik.
NW\YC@CLKYCPK ZKUK KWAGFYKU G\YB[WG\
• AKYÃUCK-ZUCAK
Gestão Comercial - Módulo 1 -
NW\YC@CLKYCPK ZKUK ICACFWCU G\YB[WG\
IGZYB. LBAZUK\>
IGZYB. @CFKFLGCUB>
Igslbftb sberg ks qukftcikigs k sgrga lbaprkiks.
Fávgd ig lkpctkd cfvgstcib g nurbs pgricibs.
IGZYB. ZUBIWÈÌB>
IGZYB. @CFKFLGCUB>
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<. Zrbiutbs klkekibs> prbiutbs `cfkdczkibs, ib s, ê ic icsp spbs bscè cèìb ìb ik ër ërgk gk lb lbag agrl rlck ckdd ik ga gapr prgs gsk, k, pkrk sgrga vgficibs g gftrghugs kbs ldcgftgs. 9. Gaekdkhgfs> igpgfigfib Gaekdkhgfs> igpgfigfib ib tcpb ig prbiutb g ib agrlkib kb qukd sg igstcfk, k gaek ga ekdk dkhg hga a ã qu quks ksg g sg sgap aprg rg ua ctctga ga ig hrkfig capbrtåflck. Ga igtgracfkibs prbiutbs, k gaekdkhga ã lbficèìb gssgflckd pkrk qug b prbiutb pbssk sgr vgficib. Ks gaekdkhgfs pbiga sgr ig ibcs tcpbs> gaekdkhga ib prbiutb `kerclkib g gaekdkhga ig trkfspbrtg (qug vcsk trkfspbrtkr ga sghurkfèk bs prbiutbs gaekdkibs). 7.Aktgrckcs icvgrsbs> tbibs icvgrsbs> tbibs bs igakcs aktgrckcs qug sìb utcdczkibs pgdk prbiuèìb, tkftb fbs prbiutbs qukftb fks aëqucfks g cfstkdkè÷gs `kercs> gtcqugtks, dåapkiks, üdgbs duerc`clkftgs, aktgrckcs ig dcapgzk g akfutgfèìb gtl.
Ycpbs ig Gstbqugs k. Gstbqugs ig Zrbiuèìb Eksclkagftg, `brakibs pbr aktãrcks-prcaks, prbiutbs sgacklkekibs, gaekdkhgfs g aktgrckcs icvgrsbs. Pcska hkrkftcr k lbftcfucikig ik `kerclkèìb. e. Gstbqugs Cftgragicërcbs @brakibs pbr aktgrckcs bu suelbfnuftbs, qug në sb`rgrka uak bu akcs bpgrkè÷gs g gstìb khukrikfib k prüxcak bpgrkèìb. @rgqugftgagftg, fuak dcfok ig prbiuèìb, uak sgèìb trkekdok fua lbapkssb akcs rëpcib ib qug butrk (igvcib k bpgrkè÷gs akcs scapdgs). \g uak sgèìb, ig lbapkssb rëpcib, igpgfig ib rglgecagftb ig aktgrckcs ig butrk sgèìb, ig lbapkssb dgftb, gftrg gssks iuks sgè÷gs igvg okvgr ua gstbqug cftgragicërcb.
Gestão Comercial - Módulo 4 -
;ª \gèìb> Zrgpkrb ib dgctg Ktcv Kt cvci ci kig> Zkstgurczkr Lkpklcikig> 5.::: C/o
Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
Gestão Comercial - Módulo 3 -
<ª \gèìb> 5ª \gèìb> Ug`rchgrkèìb ib Kicèìb ig skebr sbrvgtg Ktcv Kt cvci ci kig> Ktcv Kt cvci ci kig> Kiclcbfkr lkdik Zbr ga `braks g ig `rutks dgvkr kb `rggzgr kb `rggzgr Lkpklcikig> ;.7:: C/o
Lkpklcikig> <.?:: C/o
K prcagcrk sgèìb tga lkpklcikig lkpklcikig ig prblgsskr 5.::: dctrbs ig sbrvgtg pbr obrk. Në k sghufik sü pbig prblgsskr ;.7:: dctrbs ig sbrvgtg, në k tgrlgcrk sgèìb tga lkpklcikig ig prblgsskr <.?:: dctrbs. Gvcigflck-sg ua prbedgak ig scflrbfcsab ibs prblgssbs, pbcs, k þdtcak sgèìb ã akcs rëpcik ib qug ks butrks, g k vgdblcikig ig prbiuèìb gftrg ks trîs sgè÷gs ã lbapdgtkagftg ic`grgftg. B hgstbr ig prbiuèìb tga iuks kdtgrfktcvks> klgrtkr tgapbs chukcs pkrk bs prblgssbs, b qug pbig sc hfc` c lkr akc s cfvgstcagftbs ga akqucfërcb, bu iglcicr pgdk bpgrkèìb lba gstbqugs cftgragicërcbs. \g fìb `brga akftcibs gstbqugs gftrg gssks sgè÷gs, k prbiuèìb vkc pkrkr vërcks vgzgs kb ick> k þdtcak sgèìb vkc pkrkr pkrk khukrikr aktgrckd ik sghufik sgèìb, qug bpgrk lba lkpklcikig agfbr ib qug k prcagcrk g kssca pbr ickftg. K sbduèìb ã k `brakèìb ig gstbqugs cftgragicërc cftgragicërcbs. bs. K qukftcikig ig lkik ua igssgs gstbqugs cftgragicërcbs ã lkdludkik ga `ufèìb ik ic`grgfèk ig vgdblcikig (lbapkssb) ig prbiuèìb gftrg lkik sgèìb.
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Gestão Comercial - Módulo 4 -
Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
l. Gstbqugs Kft glcpk glcpkibs ibs Zrbiut Zrb iutbs bs klk klkeki ekibs, bs, prb prbftb ftbss pkr pkrk k k vgfi vg fik, k, qu qug g tg tgfo foka ka lb lbfs fsua uab b sk skzb zbfk fkd, d, pbiga pbi ga hgr hgrkr kr gst gstbqu bqugs gs kft kftglc glcpki pkibs. bs. \ìb prbiutbs qug tîa vgfiks gdgvkiks ga uak igtgracfkik ãpblk ib kfb, tkcs lbab aktgrckd gslbdkr, ercfqugibs fb Fktkd g Ick ik Lrckfèk, bvbs ik Zëslbk gtl. @ëerclks qug prbiuzga prbiuz ga prbiut prbiutbs bs skzbf skzbfkcs kcs lbstua lbstuaka ka `kerclkr g gdgvkr sgus gstbqugs ga abagftbs ga qug k vgfik kcfik fìb ã schfc`clktcvk, aks në prgvgfib ua pgrábib sghucftg ig kdtks vgfiks. Bs pg pgráb rábib ibss sk skzb zbfk fkcs cs ig vg vgfi fik k pb pbig iga a sg sgr r lurtbs - \gakfk \kftk - bu dbfhbs, lbab b vgrì vg rìb b - vg vgfi fiks ks ig sb sbrv rvgt gtgs gs,, ak aktg tgrc rckd kd ig pr prkc kck k gt gtl. l.
`. Gstbqugs Gspgludktcvbs Gspgludktcvbs \ìb bs gstbqugs `gctbs lba b bengtcvb ig betgr hkfob `cfkflgcrb. Kprbvgctkr k b`grtk ig ua prbiutb, kiqucrcfib-sg uak qukftcikig akcbr ib qug b fbrakd, ã uak `brak gspgludktcvk ig sg akftgr gstbqugs.
i. Gstbqugs Gstbqugs fb Lk Lkfk fkdd ig Icstrceuc-
k. lbb lbbrig rigfkè fkèìb ìb ig sup suprca rcagft gftb b g ig igakf akfik= ik= e. fglgsscikig e. fglgsscikig ig prbiuèìb= l. lbfscigrkè÷gs l. lbfscigrkè÷gs ig akrmgtcfh= i. rgiuèìb i. rgiuèìb ig lustbs ig trkfspbrtg g icstrceucèìb= g. betgfèìb g. betgfèìb ig glbfback ig gslkdk= `. hkfobs ig agrlkib pgdk gspglckdczkèìb tgrrctbrckd= h. klu kluaud audkèì kèìb b ig Gst Gstbqu bqugs gs Cftg Cftgrag ragicër icërcbs cbs== o. kiacfcstrkèìb iks Cflgrtgzks / Gstbqug ig \ghurkfèk= c. rghudkèìb ig `duxb ig aktgrckcs, k pkrtcr ib cfvgftërcb, pbsscecdctkfib akcbr lbftrbdg ig tbibs bs `duxbs> • @brfglgibr ↕ \up \uprca rcagf gftbs tbs (lb (lbapr aprks) ks) • \uprcagft \uprcagftbs bs ↕ Zrbiuèìb Zrbiuèìb • Zrbiuèìb ↕ Akrmgtcfh • Akrmgtcfh ↕ Icstrceucèìb • Ics Icstrce trceucè ucèìb ìb ↕ Cft Cftgra gragic gicërc ërcb b • Cftgragicërcb Cftgragicërcb ↕ Ldcgftg/usuë Ldcgftg/usuërcb rcb
è ìb Fgstgs gstbqugs, kpkrglga bs Bpgrkibrgs Dbhástclbs, pbcs hgrkdagftg sìb gstbqugs qug gstìb ga tråfsctb, bu fbs lgftrbs ig icstrceucèìb, krakzãfs gxtgrfbs bu gstkegdglcagftbs ktklkicstks bu vkrgncstks (lba prbiutbs vgficibs kb lbfsuacibr `cfkd). Gstbqug ga tråfsctb sìb bs prbiutbs qug gstìb sgfib trkfspbrtkibs pkrk kdhua pbftb-ig-vgfik pbr lkacfoìb, trga, fkvcb, kvcìb gtl. [ukdqugr gaprgsk pbig iglcicr pbr dblkcs cftgragicërcbs, lbab Lgftrbs ig Icstrceucèìb prüprcbs bu ig tgrlgcrbs, ktklkicstks, krakzãfs bu igpüsctbs. \ìb `braks ig klgdgrkr b ktgfica ktgficagftb gftb kbs ldcgftgs, bfig qugr qug gdgs gstgnka. Fkturkdagftg, fgstgs gstkegdglcagftbs, bs gstbqugs igvgrìb sgr kiacfcstrkibs lba tbik prglcsìb fglgssërck k tbibs bs gfvbdvcibs, prcflcpkdagftg, bs lbftrbdgs ib `kerclkftg.
Gstrktãhcks ig Gstbqugs K gx gxcs cstî tîfl flck ck ig gs gstb tbqu qug g pr prgs gssu sup÷ p÷g gk fglgsscikig ig gstrktãhcks, cfigpgfigftg ik qukftcikig, ctgfs bu rglursbs tkfhávgcs, ga abvcagftb bu fìb, qug gstìb ga pbigr ig br brhk hkfc fczk zkèì èìb, b, pb pbrr ua ig igtg tgra racf cfki kib b tgapb. Ks gstrktãhcks ig gstbqugs igvga prcbrczkr>
@ufèìb @ufèì b ib Gstbqug K akfutgfèìb ig gstbqug g b akfusgcb ig aktgrckcs sìb `ktbrgs-lokvgs pkrk k hgstìb
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Kaebs bs `ktbrgs pbssuga hrkfig capbrtåflck. Fgstgs prblgssbs, sg gxcstcr aë lbfsgrvkèìb bu abvcagftkèìb cfkigqukik, `ktkdagftg okvgrë pgriks ig prbiutbs pkrk k lbapkfock. Ks `ufè÷gs ig gstblk gstblkhga hga sìb> sìb> akfutgf akfutgfèìb, lbfsbdcikèìb g `rklcbfkagftb ig vbduag. Ks `ufè÷gs Ks `ufè÷gs ib akfusg akfusgcb cb sìb> lkrrghksìb> lkrrghkagftb agf tb g igs igslkr lkrrgh rghkag kagftb ftb,, abv abvcag cagftk ftkèì èìb b pkrk b gstbqug g ktgficagftb ib pgicib.
\cstgaks Cf`braktczk \cstgaks Cf`br aktczkibs ibs ig Lbftrbdg Lbftrbd g ig Krakz Kra kzãfs ãfs
Gestão Comercial - Módulo 4 -
Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
Gestão Comercial - Módulo 3 -
Fkqugdg abagftb, abagftb, k îf`ksg `clbu fk Cftgrfgt, lbab cfstruagftb ig khcdczkèìb fb gstkegdglcagftb ig rgdkl÷gs lbagrlckcs g `glokagftb ig fghülcbs, pgdk rkpcigz betcik fk lbaufclkèìb gftrg pkrlgcrbs lbagrlckcs. Lkrkltgrczkabs kdhuaks prëtclks lbab b g-euscfgss, b g-euscfgss, g-prblurgagft, g-prblurgagft , g-lbaagrlg g butrks `braktkè÷gs ig fghülcbs pgdk Cftgrfgt, lbab b E5E (Euscfgss-tb( Euscfgss-tbEuscfgss)) “trkfskè÷gs gftrg gaprgsks - g Euscfgss b E5L (Euscfgss-tb-Lbfsuagr ( Euscfgss-tb-Lbfsuagr )) - trkfskè÷gs gftrg gaprgsks g lbfsuacibrgs `cfkcs.
@gctb ig `brak akfukd bu lbaputkibrczkik, b rghcstrb ibs gstbqugs bengtcvk lbftrbdkr k abv abvcag cagftk ftkèìb èìb cfi cficvc cvciuk iukd,d, gft gftrki rkiks ks g skáiks ibs aktgrckcs ga gstbqug, bu sgnk, prbiutbs klkekibs, aktãrcks-prcaks gtl. Zkrk lkik prbiutb, gxcstg ua lbftrbdg gspglá`clb. Fbrakdagftg, rghcstrka-sg ks sghucftgs cf`brakè÷gs> • lüichb g igslrcèìb ib prbiutb/aktgrckd= • ufcikig ig lbfsuab (mh, a, pgèk gtl.)= • gstbqug aáfcab= • gfi gfigrg grgèb èb ig dbl dblkdc kdczkè zkèìb ìb fb kda kdabxk bxkrc`k rc`kib= ib= • iktk ib gvgftb ig gftrkik bu skáik ib prbiutb/aktgrckd= • qukftcikig ig gftrkik, skáik g skdib ib prbiutb/aktgrckd= • vkdbr ib lustb ig gftrkik, skáik g vkdbr ib gstbqug ktukd= • vkdbr ib lustb aãicb g kfukd ig kqucscèìb ib prbiutb/aktgrckd. B lbr lbrrgt rgtb b prg prggfl gfloca ocagft gftb b igs igssk sk `cl `clok ok gxchg qug bs rghcstrbs ig gftrkik sgnka `gctbs qukfib ib rglgecagftb ibs aktgrckcs, lba eksg fk ibluagftkèìb ig gftrkik> fbtk `cslkd, fbtk ig rglgecagftb bu lüpck ib pgicib. Bs rghcstrbs ig skáik igvga sgr `gctbs lba eksg
Pcabs qug, ga Dbhástclk, vërcks butrks tglfbdbhcks knuika fb kuagftb ik lbapgtctcvcikig> dgcturk pbr gslåfgr gslåfgr , Cftgrlåaecb Gdgtrùfclb ig Ikibs (GIC)-, Lbaufcl clk k è÷ g s A ü vg c s , H Z \ ( \ c s t g ak i g Zbsclcbfkagftb Hdbekd) g butrks cfbvkè÷gs tglfbdühclks. Ykcs cfbvkè÷gs tîa trkzcib hkfobs fk g`clcîflck ik hgstìb dbhástclk, ga tbibs bs gdbs ik lkigck, prcflcpkdagftg qukfib lbaecfkiks lba butrks prëtclks ig
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B NCY - ã uak prëtclk ig kekstglcagftb, fk qukd sg ktgfig kb ldcgftg cftgrfb bu gxtgrfb fb abagftb gxktb ig suk fglgsscikig, lba ks qukftcikigs fglgssërcks pkrk k bpgrkèìb/prbiuèìb. Kquc, b hgstbr ig aktgrckcs trkekdok lba gstbqugs gfxutbs, bu sgnk, k gaprgsk fìb igvg pbssucr gstbqugs pkrkibs, prgvkdglgfib b prcflápcb ig qug k `kdtk ib gstbqug ã ua prbedgak, lbab tkaeãa tî-db ga gxlgssb. B dkybut ik gaprgsk igvg egfg`clckr b trkekdob igftrb ik gaprgsk, cstb ã, b igsgfob ik pdkftk ik brhkfczkèìb igvg sgr ega icstrceuáib. B AUZ AUZ C - Aktgrckds - Aktgrckds Ugqucrgagft Zdkffcfh “ fcfh “ schfc`clk Zdkfgnkagftb ig Aktgrckcs Fglgssërcbs. Gstg scstgak, lrckib fbs kfbs ig ;30:, tbrfbu-sg `grrkagftk pkirìb pkrk hgstìb cftghrkik ig suprcagftbs g prbiuèìb. \uk prcflcpkd `ufèìb grk lkdludkr k fglgsscikig ig aktgrckcs, pkrk b prblgssb prbiutcvb, lba rgspgltcvbs rghcstrbs g lbaecfkè÷gs ik lkrtgcrk ig pgicibs lbf`crakibs pgdbs ldcgftgs, lba brigfs ig sgrvcèb, aktgrckcs ga gstbqug, brigfs ig lbaprk, gftrg butrks cf`brakè÷gs. Fbvks fglgsscikigs kpkrglgrka g bs tãlfclbs kpgr`gcèbkrka b AUZ, ktã surhcr b AUZ CC, rgdklcbfkfib cf`brakè÷gs sberg sb erg `cf `cfkf kfèk èks, s, lb lbap aprk rkss g akrmgtcfh. akrmgtcfh . Igstk `brak, fb fávgd CC, tgabs b —Zdkfgnkagftb ig tbibs bs Uglursbs ik Akfu`kturk‑. turk ‑. Ykae kaeãa ãa ã lba lbaua ua igf igfbacf bacfkrkr-sg sg AUZ CCC, qukfib sg bpgrk b AUZ CC ga lbfnuftb lba b Mkfekf. B AUZ CC ã lbapbstb pbr sb`twkrgs sb`twkrgs ig
Gestão Comercial - Módulo 4 -
Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
pkrk lbapbfgftgs `kerclkibs cftgrfkagftg. Yrktk-sg ib tgapb tbtkd fglgssërcb gftrg k lbdblkèìb/dcegrkèìb ig uak briga ig prbiuèìb ktã k `cfkdczkèìb lbapdgtk ik akfu`kturk bu k loghkik ig ua lbapbfgftg lbaprkib ig ua `brfglgibr.
• Gxpdbsìb Gxpdbsìb ib pr biutb - K gxpdbsìb ib prbiutb, bu ik dcstk ig aktgrckcs, ã ua prblgssb ig igtgracfkèìb ik qukftcikig g ib tgapb ga qug ks brigfs igvga sgr lbdblkiks pkrk tbibs bs lbapbfgftgs fglgssërcbs,, pkrk k lbf`glèìb ig ua ctga `cfkd. sërcbs Ybiks gstks bpgrkè÷gs igvga gstkr kdclgrèkiks ga ua pdkfb akcbr, cftctudkib Zrbhrkak Agstrg ig Zrbiuèìb, abftkib k pkrtcr ig vërcks cf`brakè÷gs hgrkiks g betciks ig igpkrtkagftbs icstcftbs> Zdkfb ig Pgfiks g Bpgrkè÷gs, Zgicibs ig Ldcgftgs, Zdkfb ig Gstbqug ig Zrbiutbs @cfkcs, \ctukèìb ib Gstbqugs, Ugstrcè÷gs ik Lkpklcikig Zrbiutcvk, g Zrgvcsìb ig Pgfiks. B Zrbhrkak Agstrg ig Zrbiuèìb ã uak prgvcsìb ik prbiuèìb, g fìb iks vgfiks. Ga-
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Bs bengtcvbs ib AUZ sìb> • Zdkfgnkr ks qukftcikigs g bs pgrábibs, fbs qukcs ks brigfs ig lbaprks igvga sgr rgkdczkiks= • Zdkfgnkr ks qukftcikigs g pgrábibs ga qug b lbftrbdg ig prbiuèìb igvg brigfkr k `kerclkèìb cftgrfk ig prbiutbs bu ctgfs. Ugsuacfib, b AUZ AUZ fbs fbs icz qukfib ks lbaprks igvga sgr rgkdczkiks g qukfib b lbftrbdg ik prbiuèìb igvg dcegrkr ks brigfs ig prbiuèìb , ig akfgcrk qug bs prbiutbs `cfkcs gstgnka icspbfávgcs, igftrb ib tgapb gspgrkib.
GUZ - Gftg - Gftgrpr rprcsg csg Ugsbu Ugsburlg rlg Zdkffcfh Zdkfgnkag Zdk fgnkagftb ftb ibs Ug Uglur lursbs sbs Gaprgskrckcs B GUZ tkaeãa ã ua fbag hgfãrclb pkrk scstgaks qug cftghrka tbiks ks `ufè÷gs gaprgskrckcs> pdkfgnkagftb, prbiuèìb, dbhástclk, vgfiks, `cfkfèks gtl. Zbr gstg abtcvb, ã lkrkl lkr kltgr tgrczk czkib ib lb lbab ab scs scstga tgak k ig hgr hgrgfl gflckckagftb, kuagftkfib b fávgd ig lbbrigfkèìb igstgs sgtbrgs pgdb lbapkrtcdokagftb ig cf`brakè÷gs. Gstgs scstgaks lrcka cftgrkè÷gs ig cf`brakè÷gs trkfsklcbfkcs bu hgrgflckcs iks icvgrsks ërgks ik brhkfczkèìb, pbsscecdctkfib kssca uak hgstìb cftghrkik, gdcacfkfib b igspgriálcb ig gs`brèbs lba k utcdczkèìb ig scstgaks cflbapktávgcs qug, hgrkdagftg, vîa ig ic`grgftgs gaprgsks prbiutbrks prbiu tbrks ig ig sb`twkrg sb`twkrg,, qug gstìb fbs icvgrsbs igpkrtkagftbs ig uak brhkfczkèìb. Capdkftkr ua scstgak GUZ gfvbdvg, eksclkagftg, ibcs `brfglgibrgs> • @brfglgibr @brfglgibr ib scstgak> scstgak> lrckibr/prb lrckibr/prbiutbr ib sb`twkrg= g • Gaprgsk ig lbfsudtbrck> capdkftk bs rglursbs, rgig`cfcfib g khcdczkfib bs prblgs-
Gestão Comercial - Módulo 4 -
Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
Gestão Comercial - Módulo 3 -
Gxgapdbs Gxg apdbs ig Aüiudbs Igstk `brak, gflbftrkabs lbab aüiudbs iud bs ib edb edblb lb `cf `cfkfl kflgcrb gcrb>> lbf lbftke tkecdci cdcikig kig,, lbftkss k pkhkr lbftk pkhkr,, lbftks k rglgeg rglgegrr g `duxb ig lkcxk. Fb hrupb ig rglursbs ouakfbs, gxcstga k `bdok ig pkhkagftb g b hgrgflcka gf t b i g r gl u r s bs ou a k f bs . Z k r k gxgapdc`clkr aüiudbs ig vgfiks g akrmgtcfh, tgabs prblgsskagftb ig pgicibs g b hgrgflckagftb g pdkfgnkagftb ig vgfiks. Fk ërgk pgrtcfgftg ê Dbhástclk, ã auctb utcdczkib b hgrgflckagftb ig krakzãfs ( XA\ Xkrgobusg Akfkhgagft \ystga ), b hgrgflckagftb ib trkfspbrtg (YA\ “ Yrkfspbrtktcbf Akfkhgagft \ystga) g b AUZ. XA\ - Xkrgobusg - Xkrgobusg Akfkhgagft \ystga B XA\ - ã b fbag tãlfclb ig ua scstgak cf`bra cf`braktczk ktczkib, ib, qug lbft lbftrbdk rbdk prbiu prbiutbs tbs igftrb ib krakzãa bu ërgk ig krakzgfkagftb ig uak gaprgsk.
Ga fbssk dáfhuk, XA\ schfc`clk Hgrgflckagftb Hg rgflckagftb ig Krakzãfs Krakzãfs g Igpüsctbs sgfib b sb`twkrg sb`twkrg akcs lbfoglcib, pkrk trkzgr agdobrgs rgsudtkibs fk kiacfcstrkèìb ig krakzãfs. B XA\ ã ua scstgak scstg ak ig hg hgstì stìb b ig krak rakzzãfs qug kpgr`gcèbk tbiks ks ktcvcikigs bpgrklcbfkcs (`duxb ig aktgrckcs) g kiacfcs-
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Wa XA XA\, \, ig þdt þdtcak cak hg hgrkè rkèìb ìb,, ics icspb pbfce fcecdc cdczk zk kbss us kb usuë uërc rcbs bs ua uak k sã sãrc rcg g ig bp bpè÷ è÷gs gs ig lb lbft ftrb rbdg dgs, s, ig cf`brak cf`brakè÷gs è÷gs g ikibs, ikibs, pkrk agdobrgs agdobrgs iglciglcs÷gs s÷ gs,, fk fkss tkr tkrg`k g`kss ib ibss bp bpgr grki kibrg brgss dbh dbhást ástcl clbs bs.. Pg nkabs uak rgdkèìb rgdkèìb igstks pbsscecdcik pbsscecdcikigs> igs> ;. Btcaczk ;. Btcaczk gspkèb fk ërgk ig gstblkhga, cigftc`cl cigf tc`clkfib kfib k agdobr ërgk ig krakzgfkh krakzgfkhga ga pkrk pk rk lk lkik ik pr prbi biut utb, b, gv gvctctkf kfib ib qu qug g b bp bpgr grki kibr br pg pgrrlbrr lb rrk k tb tbib ib b LI ga eu eusl slk k ig ua db dblk lkdd ic icsp spbf bfáv ávgd gd== 5. Begiglg 5. Begiglg k gvgftukcs rgstrcè÷gs= <. Lbftrbdk <. Lbftrbdk iktk ig vkdcikig, dbtg g dblkdczk rkpcikagftg qukdqugr ctga krakzgfkib= 9. Zbsscecdctk 9. Zbsscecdctk fávgcs rgiuzcibs ig gstbqugs, sga prgnuiclkr k icspbfcecdcikig igstgs, tgfib lbab lbfsgquîflck, ua cfvgftërcb aáfcab= 7. Khcdcikig 7. Khcdcikig lba sktcs`kèìb iks fglgsscikigs ibs ldcgftgs, gdcacfkfib ktrksbs, cftgrrupè tgrr upèìb ìb ik prb prbiuè iuèìb, ìb, kvk kvkrcks rcks,, grrb fb gfigrgèkagftb gtl.= 0. Abvcagftkèìb cftgdchgftg> rghcstrk b 0. `duxb ig vgáludbs g rgiuz b lustb ig trkfspbrtg> rbtgcrczkèìb pdkfgnkik, usb ig gspkèb vkzcb fb rghrgssb ib vgáludb, ufctczk kb aëxcab gtl.= 8. Khrg 8. Khrghk hk qukd qukdciki cikig g kbs prbi prbiutbs utbs/prbl /prblgsgssbs, gdcacfkfib trkekdobs iberkibs bu `kdoks= ?. Lbf`grg ?. Lbf`grg b pgsb rgkd ik lkrhk lba b pgsb cf`brakib fks ibluagftkè÷gs (fbtks `cslkcs, IC, rglceb ig cftgrlåaecb)= 3. Ug Ugdk dktü türcb rcbs> s> ig lk lkrh rhks ks ga lk lkrr rrgt gtks ks (s (sga ga lbf`grîflck `ásclk), lkrhks ga igpüsctbs (kpüs k lbf`grîflck `ásclk) g lkrhks ga lbftîcfgrgs= ;:. Pcsukdczkèìb ;:. Pcsukdczkèìb ik blupkèìb ibs igpüsctbs> dblkdczkèìb ig agrlkibrcks pbr ldcgftg, prbiutb, fkvcb, ibluagftb g dbtg= ;;. ;. Gtcqugtks Gtcqugtks ig cigftc`clkèìb> cfvgftërcb, ekcxk ig agrlkibrcks g dblkdczkèìb ig lkrhks= ;5. Zrbhrkak ;5. Zrbhrkak agrlkibrcks —ga tråfsctb‑ g lbftrbdk g —ig pëtcb‑ —ig lbftîcfgrgs‑= ;<. Zrblgss Zrblgssk k `kturk `kturkagftb agftb g prgs prgsgrvk grvk eba fávgd ig sghurkfèk= ;9. Ktgf ;9. Ktgfig ig gxch gxchîfl îflcks cks ik Ugl Uglgctk gctk @gi @gigrkd grkd==
Gestão Comercial - Módulo 4 -
Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
bu LI), fk prblurk ig rgiuèìb ig lustbs, agdobrck fks bpgrkè÷gs g kuagftb ib fávgd ib sgrvcèb prgstkib kbs ldcgftgs, igtgracfbu k lrckèìb ib XA\. Bs egfg`álcbs prbpbrlcbfkibs pgdb XA\ pgractga prglcsìb iks cf`brakè÷gs ig gstbqug, vgdblcikig g qukdcikig iks bpgrkè÷gs ib LI g prbiutcvcikig ib pgssbkd g gqucpkagftbs. Ks fbvks tglfbdbhcks ig cf`brakèìb ga agcbs `ásclbs (lba (lbaputk putkibrg ibrgs, s, pgrc pgrc`ãrcl `ãrclbs bs ig gftr gftrkik kik g skáik g agcbs ig krakzgfkhga ig ikibs) g fbvbs sb`twkrgs fbvbs sb`twkrgs (scstgaks (scstgaks g prbhrkaks kpdclktcvbs) tîa `brtg lbftrceucèìb fgstgs egfg`álcbs. K `kdtk ig prglcsìb fks cf`brak cf`brakè÷gs è÷gs sberg fávgcs ig gstbqug pbig prbvblkr sãrcbs prbedgaks ig ktgficagftb kb ldcgftg, në qug grrbs, pkrk akcs bu pkrk agfbs, lkuska gxlgssbs, bu kcfik, `kdtks ig gstbqug.
Lbaprks ga dbtgs agfbrgs K tgfiîflck ig lbaprks ga agfbrgs dbtgs g lba akcbr `rgquîflck `gz lba qug kuagftkssg k fglgsscikig ig g`clcîflck fks bpgrkè÷gs ig sgpkrkèìb ig pgicibs ig ldcgftgs (pclmcfh dcst). Cstb tkaeãa rgpgrlutcu fk euslk ib agdobr kprbvgctkagftb ibs gqucpkagftbs ig abvcagftkèìb kutbaktczkibs g lbdgtb dg tbrg rgss ig ik ikib ibs. s. Gs Gstk tk pr prët ëtcl clk k sg tb tbrf rfbu bu caprgslcfiávgd, pkrk qug ks trkfskè÷gs ig gstbqug `bssga rgkdczkiks vgdbzagftg g lba kdtb hrku ig lgrtgzk, gvctkfib-sg bs grrbs ig gxpgicèìb.
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Gstg lgfërcb, ig gdgvkèìb fks igspgsks, capudscbfk bs rgspbfsëvgcs pgdbs krakzãfs g LIs ê betgfèìb ig akcs prbiutcvcikig ib pgssbkd g ibs gqucpkagftbs ib igpüsctb. B XA\, ktrkvãs ib sgu hgrgflckagftb ig tkrg`ks g lkpklcikig ga trkekdokr lba gqucpkagftbs gqucpk agftbs ig abvcag abvcagftkèìb ftkèìb kutbakt kutbaktczkczkibs, prbpclck hrkfig rgiuèìb ig lustbs lba pgssbkd, në qug pbig rgiuzcr k fglgsscikig ig gqucpkagftbs, pkrk uak agsak qukftcikig ig abvcagftkè÷gs, lksb gstks `bssga `gctks ktrkvãs ig scstgaks trkiclcbfkcs.
Fbè÷gs ig Hgstìb ib Gstbqug
Zkrk g`gtcvk hgstìb ikqucdb qug pgrakfglg fb krakzãa, cfigpgfigftg ib tgapb ig krakzg kra kzgfkh fkhga, ga, ã fgl fglgss gssërc ërcb b b rgh rghcst cstrb rb cfi cficvc cvciuk iukdd g igtkdokib ig lkik lbapbfgftg, lkik ctga qug sg abvcagftk fbs gstbqugs. Kssca, tbik abvcagftkèìb ig aktgrckcs, qukfib ig suks bpgrkè÷gs, capdclk fb sghucftgs rghcstrbs ig> k. Gftrkiks> bpgrkè÷gs Gftrkiks> bpgrkè÷gs qug kuagftka
Gestão Comercial - Módulo 4 -
Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
Gestão Comercial - Módulo 3 -
è÷gs ik gaprgsk. \ìb —khgftgs lkuskibrgs‑ ig gstbqugs qug, gstuikibs, `braka b qug bs tgürclbs lokaka ig —Zrcflápcb ik Lkusk‑. B `ktb rgdgvkftg ã k lbfldusìb ig qug> —gstbqugs gxcstga igvcib k lkusks= gdcacfkfib k lkusk, lgssk k fglgsscikig ib rgspgltcvb gstbqug.‑ Kh gftgs Khgft gs bu lgf lgfërc ërc bs qu qug g c f` f`du dugfl gflcka cka k `brakèìb ig gstbqugs> • Cflgrtgzks= • @dutukè÷gs ik b`grtk= • Grrbs fks prgvcs÷gs g gxpgltktcvks= • Kusîflck ig lbapgtîflcks g okecdcikigs tãlfclks, pkrk hgstìb ig gstbqugs=
• Zbdátclks udtrkpksskiks= • Kusîflck ig cf`brakè÷gs bu scstgaks prglërcbs, sga lbf`ckecdcikig fbs ikibs. Ybib tcpb ig gstbqug, pbr akcs scapdgs qug sgnk, hgrk lustbs pkrk k gaprgsk g pkrk k lkigck ig kekstglcagftb.
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Gstbqugs gxlgsscvbs capdclka ga> Gstbqugs • gspkèb `ásclb akcbr, lba akcbrgs lustbs bpgrklcbfkcs= • `kdtk ig dcqucigz `cfkflgcrk= • pgriks pbr besbdgslîflck bu pbr igsvkdbrczkèìb ibs ctgfs ga gstbqug= • akcbr lustb lba sghurbs= • akcs igspgsks kiacfcstrktcvks iglbrrgftgs ig akcbr fglgsscikig ig pdkfgnkagftb, lbftrbdg, akfusgcb, cfvgftërcbs, cfspgè÷gs gtl.
Gstbqugs Ugiuzcibs _ Gstbqugs Nustc `clktcvks pkrk Nustc`clktcvks pkrk Gstbqugs Ug Ugiuzcibs> iuzcibs> Ybik gaprgsk tga pbr berchkèìb utcdczkr sgus rglursbs `cfkflgcrbs, ik `brak akcs prbiutctcvk vk pb pbss ssáv ávgd gd.. Zr Zrgl glcs csk k tg tgrr dcdcqu quci cigz gz pk pkrk rk ob obfr frkr kr sg sgus us lbap lb aprb rbac acss ssbs bs,, g ctg ctgfs fs pk pkrk rkib ibss fb gs gstb tbqu quga ga fì fìb b khrghka vkdbr pkrk bs ldcgftgs g pbigrcka gstkr ga `brak ig icfogcrb, kb cfvãs ig aktgrckd pkrkib. [ukfib oë k pbsscecdcikig ig sg bpgrkr lba gstbqug rgiuzcib, hkfok-sg fk hgstìb ik qukdcikig g betãa-sg rgspbstks rëpciks, fuak gvgf gv gftuk tukdd au auik ikfè fèk k fk dcf dcfok ok ig pr prbi biuè uèìb ìb.. Nustc` clktcvk Nustc`clk tcvkss pk pkrk rk G xcstî xcstîflck flck ig Gstbqugs> • Ugstrcè÷gs fk lkigck ig kekstglcagftb, gftrg k lkpklcikig prbiutcvk cfstkdkik g igakfik ig agrlkib= • Zgrscstîflck iks cflgrtgzks g `dutukè÷gs fk b`grtk g fk igakfik= • @k @kdtk dtk ig ak aktg tgrck rckcs cs lb lbap aprb rbag agtg tgfi fib b b kt ktgf gf-icagft ica gftb, b, rgi rgiuzc uzcfib fib `kt `kturk urkagf agftb, tb, lrc lrckfi kfib b lgf lgfërc ërcbs bs pkrk qug b ldcgftg achrg pkrk k lbflbrrîflck.
Ldkssc`clkèìb KEL Pcd`rgib Zkrgtb (;?9?-;35<), pbdátclb, sblcüdbhb, gstktástclb g glbfbacstk ctkdckfb, fb cfálcb ib sãludb __, ig`cfcu ua prblgic-
Gestão Comercial - Módulo 4 -
Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
GstkDg Gstk Dgcc ã us uski kik k fk fkss kf kfëd ëdcs csgs gsig iggs gstk tktátásstclks tcl ksig igvë vërck rckss lc lcîf îflck lcks, s,fk fkcfi cfiþs þstrc trck, k,lb lbaã aãrl rlcb cbg g butr bu trks ks ër ërgk gks. s. Ga Ga;? ;?38 38,, ua gs gstu tuib ib sb sber erg g k ic icsstrce tr ceuc ucèì èìb b ig rg rgfi fik k cf cfic iclb lbu u qu qug g k ic icst strcrceu eucè cèìb ìb ig rcqug rcq ugzk zk grk ig igsc schu hukd, kd, ok okvg vgfi fib b hr hrkf kfig ig lb lbfl flgf gf-trkè tr kèìb ìb ig rcrcqu qugz gzk k (? (?:% :%)) fk fkss aì aìbs bs ig ua uak k pg pg-qugf qu gfk k pk pkrl rlgdk gdk ik pb pbpu pudkè dkèìb ìb (5 (5:%) :%).. Ga Dbhástclk, besgrvkfib-sg b lbapbrtkagft ag ftb b ig iguf ufcv cvgr grsb sbss ig igik ikib ibs, s,lo logh ghkk-sg sgê ê Dg Dgcc ig igZk Zk-rgtb, rgt b, bu buZr Zrcfl cfláp ápcb cb?: ?:-5: -5:,, bf bfig ig,, fb fblk lksb sbig iggs gstb tbqu qugs gs,, ?:% ?: % ib ibss lu lust stbs bs gs gstì tìb b dcdchk hkib ibss k 5: 5:% % ib ibss ctctgf gfs. s. K ldkssc`c ldkssc`clkèìb lkèìb KEL ig gstbqug rgprgsgftk uak `grrkagftk hgrgflckd qug pgractg qug sg iî akcs ktgfèìb g qug sg tbag akcs lucikib lba ctgfs ig gstbqug qug pbssuka vkdbr akcs rgdgvkftg. Lbfscstg ga icvcicr bs aktgrckcs gstblkibs ga ldkssgs ig vkdbr g qukftcikig ik sghucftg `brak> Ldks dkssg sg K> ctctgf gfss ig kd kdtb tb vk vkdb dbrr, qu qug g rg rgpr prgs gsgf gf-tka lgrlk ig ?:% ib vkdbr ib gstbqug g kerkfhga lgrlk ig 5:% ik qukftcikig tbtkd ig ctgfs. \ìb \ì b bs pr prcf cflc lcpk pkcs cs ctctgf gfss ga gs gstb tbqu qug, g, `b `blb lb ig kt ktgf gf-èìb èì b ib hg hgst stbr br ig ak aktg tgrc rckc kcs, s, pb pbcs cs sì sìb b ak aktg tgrc rckc kcss vk vk-dcbsás dcb sássca scabs bs ig igvci vcib b ê suk cap capbrt brtåfl åflck ck glb glbfùa fùaclk clk.. Ldkssg E> ctgfs E> ctgfs ig vkdbr aãicb, qug rgprgsgftka lgrlk ig ;:% ib vkdbr ib gstbqug g kerkfhga lgrlk ig <:% ik qukftcikig tbtkd ig ctgfs. Ykaeãa sìb lbfscigrkibs glbfbaclkagftg lkag ftg prglcbsbs, prglcbsbs, dbhb kpüs bs ctgfs ig lktghbrck K rglgegfib lucikibs agickfbs. Ldkssg L> L> ctg ctgfs fs ig vk vkdb dbrr ek ekcx cxb, b, qu qug g rg rgpr prggsgftka lgrlk ig ;:% ib vkdbr ib gstbqug g kerk ke rkfh fhga ga lg lgrl rlk k ig 7: 7:% % ik qu qukf kftctcik ikig ig tb tbtk tkdd ig ctgfs. Fìb igcxka ig sgr capbrtkftgs tkaeãa, pbcs suk `kdtk pbig cfvckecdczkr k lbftcfucikig ib prblgssb, fb gftkftb b lrctãrcb gstkegdglg qug qu g sg sgu u ca capk pklt ltb b gl glbf bfùa ùacl clb b fì fìb b ã ir irka kaët ëtcl clb, b, b qug pbsscecdctk agfbs gs`brèbs.
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Gestão Comercial - Módulo 4 -
Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
Gestão Comercial - Módulo 3 -
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Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
Gestão Comercial - Módulo 3 -
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Gestão Comercial - Módulo 4 -
Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
Gestão Comercial - Módulo 3 -
@glokfib @glokf ib gst gstg g tüp tüpclb clb,, bes besgrv grvkrg krgabs abs qug, fb `cfkd, tgrgabs> • ;0, ;0,09 09% % (ibs ctgfs Ldkssg K) K) pgr`kzga pgr`kzga 83,:;% ib 83,:;% ib vkdbr kluaudkib= • <0,:: <0,::% % (ibs c tgfs Ldkssg E) pgr`kzga E) pgr`kzga ;3,33% ib ;3,33% ib vkdbr kluaudkib g • 98,<7 98,<7% % (ibs ctctgfs gfs Ldkssg Ldkss g L) pgr`kzga L) pgr`kzga ;,::% ib ;,::% ib vkdbr kluaudkib.
gxcstga icvgrsbs pbssávgcs pgr`cs pkrk k lurvk KEL, lbab vcabs fk `churk. Fb gftkftb, bs hgstbrgs ig gstbqugs, fk suk akcbrck, igtgracfka bs lbrtgs ga 87% g 37%, pbcs `clk akcs `ëlcd ig agabrczkr. B sgfsb prëtclb suhgrg qug ¶ ibs ctgfs sgnka Ldkssg L. Kssca Kssca,b ,b prblgicprblgicagftb k sgr rgkdczkib ã icvcicr ´ rgstkftg, ga ;/< pkrk k Ldkssg Ldkssg K g 5/< pkrk k Ldkss Ldkssg g E.
Wa scapdgs lëdludb rgvgdkrë qug 5:,33% ig vkdbrgs kluaudkibs gstkrìb ga ?<,<7% ibs ctgfs ib gstbqug g, ga lbftrkpkrtcik, 83,:;% ibs vkdbrgs ibs gstbqugs rg`grga-sg k kpgfks ;0,09% ibs ctgfs.
Ctgfs Ctg fs ig ua gstbqug
Ldkssc`cl Ldk ssc`cl kèì kèìb b ibs ctgfs K pkrtcr igstk ldkssc`clk ldkssc`clkèìb, èìb, prcbrczk-sg prcbrczk-sg bs ctgfs ldkssg K, fks pbdátclks ig gstbqugs igvcib ê akcbr capbrtåflck glbfùaclk. Igstk `brak, bs ctgfs Ldkssg K rglgegrìb scstgaktclkagftg akcbr ktgfèìb ib qug ctgfs Ldkssg L. Ga tgrabs ig kfëdcsgs akcs igtkdokibs, agfbrgs gstbqugs, akcbrgs hcrbs, agfbrgs dbtgs
Zkrk ua gs Zkrk gstb tbqu qug g lb lba a ;. ;.8: 8:: : ctctgf gfs, s, tgabs>¶ ig ;8:: 1 ;.587 ctgfs Ldkssg L, `clkfib ua skdib ig 957, ibs qukcs tgrákabs> ;/< ibs 957 1 ;95 ;95 Ldkssg K g 5/< ibs 957 1 5?< 5?< Ldkssg E Ct gf s Ld ks s g K ;95 Ct gf s Ld ks s g E 5?< Ct gf s Ld ks s g L ;.587 Yb t kd > ; 8::
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lba ek lba ekcx cxbs bs fá fávg vgcs cs ig gs gstb tbqu qugs gs,, b qu qug g lk lkus usk k gd gdggvkiks `rgquîflcks ig klgssbs, akcbrgs g sgrìb bs ab abag agft ftbs bs ig rg rglg lgec ecag agft ftb b g lb lbdo dogc gctk tks. s. Cs Cstb tb ku ku-agftk b rcslb ik caprglcsìb fbs rghcstrbs iks rgspgltcvks trkfskè÷gs trkfskè÷gs.. 5. Gstbrfbs> Igvg-sg lrckr uak ludturk qug cfcek k `brakèìb ig gstbqugs lbapdgagftkrgs. Bs usuërcbs igvga ktgftkr-sg pkrk gstk pbdátclk g, sg blbrrgr b `ktb, cagicktkagftg igvbdvgr b gxlgigftg kb gstbqug lgftrkd. <. @cãcs @cãcs Ig Igpbsctërcbs> pbsctërcbs> K pkrtcr ib abagftb ik gftrki gftrkik k ibs prbiu prbiutbs/ag tbs/agrlkibr rlkibrcks, cks, k rgspbfskecdcikig pgdk hukrik ibs agsabs ã ik gqucpg qug bpgrk fb krakzãa. 9. @crst-cf, 9. @crst-cf, `crst-but (@C@B)> `crst-but (@C@B)> Ugspgctkr Ugspgctkr b prcflápcb ig hgstìb ig gstbqugs, vgrc`clkfib k igtgra igt gracfk cfkèìb èìb ik pbd pbdátc átclk lk gxc gxcstg stgftg ftg.. Fgs Fgstg tg lksb, b prcagcrb ctga qug gftrk igvg sgr b prcagcrb qug skc iks prktgdgcrks. 7. Obusgmggpcfh 7. Obusgmggpcfh - 7 \'s> Yrktk-sg ig akcs uak `grrkagftk qug knuik fk kibèìb ik `cdbsb`ck g kpdclkèìb ig prcflápcbs ik qukdcikig, eksgkik fb sgfsb ig scapdc`clkèìb, brhkfczkèìb, dcapgzk, lbfsgrvkèìb g pkrtclcpkèìb. Ã uak tãlfclk pkrk cfclckr g akftgr bs prblgssbs ig qukdcikig g prbiutcvcikig ga uak gaprgsk. Fbs kdabxkrc`kibs, igpüsctbs g ërgks lbaufs, gstg oëectb akftãa tbibs bs ctgfs igvcikagftg cigftc`clkibs g gstblkibs ga ua kaecgftg dcapb g brhkfczkib. 0. \ghurkfèk> \ghurkfèk> Ybib hgstbr ig krakzãa igvg prcbrczkr prcbrczkr k sghurkfèk. sghurkfèk. Yu Yuib ib b qug `br rgkdcdczk zkib ib fb ka kaec ecgf gftg tg ig tr trke kekd kdob ob,, kf kftg tgss ig sgrga prbiutcvbs, prglcska sgr sghurbs. Zrgblupkè÷gs lba prblgssbs sghurbs g kigqukibs fávgcs ig gs`brèb `ásclb, cduacfkèìb g ruáib sìb `ufikagftkcs pkrk trkzgr sghurkfèk, prcflcpkdagftg kb lbdkebrkibr. Zþedclbs ig Cftg Cftgrgssg rgssg fk Klurklcikig Klurklcikig ib Gstbqug
Gestão Comercial - Módulo 4 -
Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
lbrrgtb. Lksb oknk ktrksb fk gftrghk, lbaprbagtg-sg auctb b rgdklcbfkagftb lbagrlckd. • Dbhástclk> kekstglgr, lbftcfukagftg, rgqugr cf`brakè÷gs prglcsks g ktukdczkiks, lbab prgvgfèìb ê akfutgfèìb ik pbftukdcikig g fávgd ig sgrvcèb. • Bpgrklcbfkd> cfvgftërcbs sgrvga pkrk kvkdckr kvk dckr k quk qukdcik dcikig ig ibs prbl prblgss gssbs bs bpg bpgrkl rklcbf cbfkcs kcs,, pbigfib kpbftkr fglgsscikigs ig agdobrcks g ig rglcldkhga ig trgcfkagftb ig bpgrkibrgs. • Lbftkecdcikig> lbftkibrgs lbftkibrgs kpurk kpurka, a, ktrkvãs ig vërcks `bftgs, lbab gstë k —skþig‑ ik gaprgsk. Ã prglcsb qug bs rghcstrbs ig vkdbrgs, gftrkiks, skáiks g skdibs sgnka dkfèkibs g prblgsskibs lbrrgtkagftg. • Ybd Ybdgråflck> gråflck> hrku hrku ig klgctkèìb ik icvgrhîflck, sga qug gstg igsvcb sgnk g`gtcvkagftg lbftkecdczkib lbab ua grrb bu ic`grgfèk fb scstgak.. Yrk scstgak Yrktk-sg tk-sg ig uak scapdgs kpdclkèìb kpdclkèìb ib eba sgfsb, pbcs k igtgracfkèìb ig uak tbdgråflck rgiuz k fglgsscikig ig rglbflcdckè÷gs g knustgs ig skdib igsfglgssërcbs, ga lbftrkstg lba k pbdátclk ig tbdgråflck zgrb. • Icvgrhîflck> agicr b hrku ib igsvcb rgdktcvb gftrg b ikib `ásclb g b ikib dühclb, gxprgsskfib-b lba uak pgrlgftkhga. Ã uak prëtclk qug vcsk agdobrkr k klurklcikig ig lkik ctga.
\gpkrkèìb ig Zgicibs - Zclmcfh - Zclmcfh Gaebrk në tgfokabs kebrikib kdhufs kspglt ksp gltbs bs ik sg sgpkr pkrkè kèìb ìb ig pgi pgicib cibs, s, lke lkeg g fgstg abagftb, uak akcbr prb`uficikig fk icslussìb sberg gstk capbrtkftásscak `ksg ik hgstìb ig gstbqugs.
Gestão Comercial - Módulo 3 -
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Gxcstga sgpkrkè÷gs ic`grgflckiks> pbr pkdgtg, pbr lkakiks ig prbiutbs, pbr lkcxks, sgpkrkèìb ga lkcxks kegrtks g lbaecfkè÷gs gftrg iuks bu akcs `braks. B cigkd sgaprg sga prg sgr sgrë ë trkz trkzgr gr icf icfkac kaclci lcikig kig fgs fgstks tks bpgrkè÷gs. Fb lksb ik sgpkrkèìb sgpkrkèìb akfuk akfukdd , b bpgrkibr k rgkdczk ig lbf`bracikig lba dcstk ig sgpkrkèìb pkrk pbulks bpgrkè÷gs, hgrkdagftg dgfib b lüichb ig ekrrks vcsukdagftg. Gxcstg k sctukèìb ga qug sg sgpkrk g sg kiclcbfk ks gtcqugtks ig lüichb ig ekrrks. [ukfib k sgpkrkèìb ã aglkfczk aglkfczkik ik,, ks `braktkè÷gs sìb icvgrsks. Gslåfgrs Gslåfgrs,, dgctbrgs ig lüichb ig ekrrks g butrbs cfstruagftbs kuxcdcka fk khcdcikig ib prblgssb. B lbftrbdg iks bpgrkè÷gs, pbr agcbs cf`braktczkibs,, ã gxtrgakagftg þtcd, vckecdczkf aktczkibs vckecdczkfib ib akcs ig uak kdtgrfktcvk ig sgpkrkèìb ig pgicibs. Wa scapdgs scstgak pbigrë, pbr gxgapdb, gxgap db, cficlk cficlkrr k fglgs fglgssciki scikig g ib pbsclc pbsclcbbfkagft fka gftb b ib gst gstbqu bqug g akc akcss abv abvcag cagftk ftkib, ib, prüxcab prüxca b ê gxpgi gxpgicèìb cèìb bu butrks iglcs÷gs. iglcs÷gs. B pclmcfh ã pclmcfh ã uak gspãlcg ig —bpgrkèìb lrátclk‑, igftrb ib krakzãa> • Lbf Lbfsba sbag g auc auctbs tbs rgl rglurs ursbs bs>> aìb aìb-ig -ig-berk, tgapb, icståflck gtl.= • Kftglgig k þdtcak ktcvcikig ib `duxb ig aktgrckcs. Ktrksbs ga `ksgs kftgrcbrgs sgrìb lbapgfskibs fgstk `ksg, tbrfkfib-k lrátclk= • @ksg sungctk k grrbs, fk rgtcrkik ibs ctgfs> qukftcikig, lkrkltgrástclks gtl. @uflcbfërcbs @uflcbfër cbs sgpk sgpkrkib rkibrgs rgs ig pgic pgicibs ibs igvga sgr kdtkagftg prbiutcvbs, gflurtkfib kb aëxcab ks icståflcks, fbs agfbrgs tgapbs pbssávgcs, pkrk khrghkr vkdbr kbs sgrvcèbs dbhástclbs prgstkibs. Fks ktc ktcvci vcikig kig ig pclmcfh gxc gxcstg stg
Gestão Comercial - Módulo 4 -
Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
Gestão Comercial - Módulo 3 -
l. Zbr zbfk> sgpkrkèìb brhkfczkik pbr zbfk, lba ua sgpkrkibr ga lkik uak, pkrk `kzgr k lbdgtk ig tbibs bs pgicibs. i. Zbr bfik> aãtbib scacdkr ê sgpkrkèìb ufctërck, k ic`grgfèk ã qug ua hrupb ig pgi pgicib cibss ã prb prbhrk hrkaki akib, b, lb lbf`b f`brag rag k prcbrcikig. Bs pgicibs qug igvga igcxkr k iblk, ga prcagcrb duhkr, sìb igstcfkibs pkrk k prcagcrk bfik ig sgpkrkèìb ig pgicibs.
Zrblgicagftbs pkrk \gpkrkèìb G`clcgftg ;. Zdkfgnkagftb ik \gpkrkèìb • Igvg-sg akftgr ikibs prglcsbs - klurklcikig - fb lbftrbdg ig gstbqug, capgicfib prblurk ig ctga fìb gxcstgf gxcstgftg tg fb gstbqu gstbqug. g. Ã b qug lokakabs tglfclkagftg ig klurëlck ibs gstbqugs. • Gxktciìb fk fk dcstk ig sgpkrkèìb, sgpkrkèìb, lba dblkdczkèìb gxktk ib ctga, ga sgquîflck dühclk. 5. Dkybut 5. Dkybut • Gvctk abvcagftkèìb akcbr ib qug fglgssërck. <. Yrgcfkagftb • Ibaáfcb ib scstgak ig dblkdczkèìb, pkrk skegr utcdczkr lbrrgtkagftg bs gqucpkagftbs. • Lbdblkr g cigftc`clkr ldkrkagftg bs ctgfs fbs lbftgfibrgs. • Lkpklctkr bs bpgrkibrgs pkrk skegrga> k) tgr lgrtgzk ig qug k agrlkibrck gstë icspbfávgd. e) dblkdczkr k agrlkibrck. l) kluaudkr ctgfs ib pgicib fk sgquîflck
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• Gfvckr b pgicib pkrk b `kturkagftb g gactcr fbtk `cslkd. • Ubtgcrczkr k lbdgtk, kpüs betgfèìb ibs gfigrgèkagftbs ibs ldcgftgs. • Kluaudkr fbtks `cslkcs `cslkcs pbr dblkd ig igsigstcfb g/bu fþagrb ig rbtk (pkrk kluaudkr vbduags aëxcabs pbr vgáludbs). 9. Gaekdkhgfs Zkirbfc zk zkiks> iks> • Icacfuc bpgrkè÷gs ig pgskhga bu lbftkhga ibs ctgfs k sgrga sgpkrkibs. 7.G 7. Gqucpkag qucpkagftbs ftbs Kig Kigquki qukibs bs g Akfutg kfutgfèì fèìb b • Gqucp Gqucpkagft kagftbs bs lbrrg lbrrgtbs tbs pkrk k sgpk sgpkrkrkèìb trkzga sbduè÷gs akcs g`clkzgs. • Akf Akfutg utgfèì fèìb b prg prgvgf vgftcv tcvk k ibs gqu gqucpk cpkagf agf-tbs kuagftk k icspbfcecdcikig iks aëqucfks.
Gestão Comercial - Módulo 4 -
Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
5. Akcbr Klg Klgsscecdci sscecdcik kig kbs ctg ctgfs fs —Zbpudkrgs‑ • Dbl Dblkdc kdczkr zkrig ig klb klbrib riblba lbavkr vkrckè ckè÷gs ÷gsskz skzbfk bfkcs= cs= • Gvctkr kfikr auctb= • Gvctkr kdbfhkagftb/`dgx÷gs. <. Gqucdáercb iks Bpgrkè÷gs ig Gftrkik g \káik • Gvctkr lbfhgstcbfkagftb= • Gstk Gstkegdgl egdglgr gr obrë obrërcbs rcbs ic`gr ic`grgftgs gftgs (gftrkik/skáik)= • Ubt Ubtks ks lb lba a `du `duxb xbss ig` ig`cfc cfcibs ibsfb fbss lb lbrrg rrgibr ibrgs gs.. 9. Ërgk Lbaua pkrk icstrceucèìb ig ctgfs qug skga skga nu ftbs • @brakèìb ig mcts ig mcts== • Lãdudks ig gstblkhga/sgpkrkèìb.
0. Lbfhgstcbfkagftb • Lbflgftrkr auctbs sgpkrkibrgs, ga uak agsak ërgk ig sgpkrkèìb, ã prgnuiclckd ê bpgrkèìb.
\cstgaks Lbfvg \cstgaks Lbfvgflcbf flcbfkcs kcs ig @duxbs ig Zclmcfh ig Zclmcfh • \gpkrkibr vkc ktã b ctga. • Ctga vga ktã b sgpkrkibr. • \gpkrkèìb fb fávgd cf`grcbr. • \gpkrkèìb fbs fávgcs supgrcbrgs. • \gpkrkèìb sga pkpãcs (gx> rglbfoglcagftb ig vbz, rkicb`rgquîflck, scstgak brcgftkib tk ibss pgdk pgdk duz duz - pclm-tb-dchot pclm-tb-dchot,, sgpkrkèìb pbr sba - pclm-ey-kuicb - pclm-ey-kuicb gtl. gtl.
Ebks Zrëtclks Zrëtclks pkrk hkfobs ig Zrbiutcvcikig fb Zclmcfh fb Zclmcfh ; Gdcacf dcacfk kèì èìb b bu Lbaec baecfk fkèì èìb b ig
7. Ërgk ig Gstbqug g Ërgk ig \gpkrkèìb cfigpgfigftgs • Obrczbftkd bu vgrtclkd= • Yrkfs`grîflck pbr mkfekf (lkrtìb) 0. Khr Khrupkèìb upkèìb ig Zg Zgici icibs, bs, pkrk rgiuzcr tgapb • \gpkrkèìb ig aþdtcpdbs pgicibs= • Lb Lbftg ftgftb ftbrgs rgs bu lk lkrrc rrcfo fobs bs lb lba a icv icvcsü csürck rcks. s. 8. Ubtk ig \gpkrkèìb Btcaczkik • Dcstkr ctgfs fk sgquîflck ik rbtk ig sgpkrkèìb, gdcacfkfib-sg ciks g vcfiks= • Icvcicr pclmcfh, pclmcfh, pbr zbfks ig sgpkrkèìb. ?. Wsb ig Lüichbs> Cigftc`clkèìb Pcsukd g ig Db lkdczkèì lkdczkèìb b
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•@brfglgr scapdclcikig kb sgpkrkibr vgrc`clkr fglgsscikig ig klgssürcbs fbs vgáludbs> hkr`bs, gslkiks gtl. ;:. Gqucdáercb fbs Gqucpkagftbs pkrk Gstblkhga g Abvcagftkèìb
Gestão Comercial - Módulo 4 -
Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
Gestão Comercial - Módulo 3 -
aks kt aks ktã ã kb kbss pr prbi biut utbs bs kl klke keki kibs bs.. B HY HYCF CF pb pbig igsg sgr r utcdc ut cdczk zkib ib fb fá fávg vgdd pr prcaë caërcb rcbig ig ga gaek ekdk dkag agftb ftbib ib prb prb-iutb iu tb,, fk fkss uf ufci ciki kigs gs vg vgfi fici ciks ks fb vk vkrg rgnb nb,, bu bufb fbss bu bu-trbs fávgcs ig gaekdkagftb, cflduscvg ks lkcxks lbagrl lba grlckdc ckdczki zkiks ks fk lki lkigck gck ig vkd vkdbr br,, igv igvgfi gfib, b, pkr pkrk k tkd,, utc tkd utcdcz dczkr kr gs gstru trutur turks ks ig iki ikibs bs gsp gspglá glá`cl `clbs. bs.
• Gs Gstkf tkftg tgss ig igftr ftrb b ig gs gstru trutur turks ks pb pbrtk rtk-pk -pkdg dgtgs tgs== • Gstkftgrcks icfåaclks lba trkfspbrtkibrgs lbftáfubs.
\cstgaks ig Cigftc`clkèìb K hdbekdczkèìb lrgslgftg tbrfbu fglgssërck k lrckèìb ig ua scstgak ig cigftc`clkèìb ufcvgrskd pkrk tbibs bs sghagftbs ig lbaãrlcb, cfiþstrck g sgrvcèbs. B scstgak GKF-WLL - (Gurbpgkf (Gurbpgkf Krtcldg Fuaegrcfh - Wfc`bra Lbig Lbig Lbuflcd),, vga ig iuks rghudkagftkè÷gs qug Lbuflcd) trkiuzcibs bs fbags, tgabs k Fuagrkèìb Gurbpgck ig Krtchbs g Lbfsgdob ig Lbic`clkèìb Wfc`brag, g `bc lrckib pkrk pbsscecdctkr cigftc`clkèìb gxlduscvk ig prbiutbs, qug pbiga sgr rglbfoglcibs aufickdagftg.
B GKFWLL GKFWLL ã ua scstgak igsgfvbdvcib fk Gurbpk urbpk,, qug kibtbu bs bs lbfogl lbfoglcibs cibs lüichbs lüic hbs ig i g ekrrks, ibs qukcs q ukcs sg `kz k lkptkèìb ig ikibs k ekcxb lustb kb dbfhb ig tbik k lkigck ig suprcagftbs. Fgstg scstgak, tbib ctga (prbiutb bu sgrvcèb), ib qukdd sg fg quk fglg lgssctk ssctk gs gspg pglc`clk lc`clkè÷g è÷gs, s, pbig sg sgr r cigftc`clkib pbr ua fþagrb gxlduscvb, b Fþag Fþ agrb rb Hdbek dbekdd ig Ctg Ctga a Lbag bagrlck rlckd,d, bu HYCF (Hdbekd (Hdbekd Yrkig Ctga Fuaegr ). ). Wa HYCF ã lbfstctuáib ig quktrb gstru-
Zkrk k cig Zkrk cigftc ftc`cl `clkèì kèìb b ig ufc ufcik ikigs igs dbh dbhást ástclk clks, s, kcfik ã utcdczkib b \\LL GKFWLL. B \\LL (Fþagr (Fþ agrb b \grckd \grckd ig ig Wfc Wfcik ikigs igs Dbhá Dbhástc stclk lk)) ã ua fþagrb ag rb ig ci cigf gftctc`c`clk lkèì èìb b pk pkir irìb ìb GK GKFW FWLL LL ig ;? iá iá-hctbs. Zbsscecdctk b lbftrbdg ik dblkdczkèìb iks agrlkibrcks fb gaekrqug, trkfspbrtg, rglgecagftb g krakzgfkhga. Gstg tcpb ig cigftc`clkèìb pgractg b hgrgflckagftb ik abvcagftkèìb `ásclk iks ufcikigs ig akfgcrk cficvciukd, lrckfib-sg ua váfludb gftrg b `duxb `ásclb ibs ctgfs g b `duxb ig cf`brakè÷gs lbrrgspbfigftg k gdgs. Ykaeãa kerg k pbsscecdcikig ig utcdczkr k dgcturk ütclk ga prblgssbs ig lrbss-iblmcfh lrbss-iblmcfh,, rbtgkagftb ig lkrhk g butrbs. B fþagrb ã `brfglcib pgdk prüprck gaprgsk rgspbfsëvgd pgdbs prbiutbs g ufcikigs dbhástclks.
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fks trkfskè÷gs lbagrlckcs gftrg gaprgsks vck Cftgrfgt bu pkrk trblk ig cf`brakè÷gs. Në bs sgrvcèbs prgstkibs pkrk ldcgftgs gspglá`clbs tkaeãa pbiga sgr cigftc`clkibs pbr agcb ib H\UF GKFWLL. B H\UF (Fþagrb Hdbekd ig Ugdkèìb ig \grvcèb) pgractg krakzgfkr ikibs sbe k `brak ig prgstkèìb ig sgrvcèb fua ekflb ig ikibs ikibs ik prgstkibrk prgstkibrk ib sgrvcèb g ib ldcgftg. Wa gxgapdb ã b trktkagftb ig pklcgftgs fua obspctkd, ga qug b H\UF pgractg gspglc`clkr qug tcpbs g lbficè÷gs ig sgrvcèb kbs qukcs b pklcgftg tga klgssb. Gxcstga tkaeãa fþagrbs gspglá`clbs pkrk k cigftc`clkèìb ig ktcvbs (rgtbrfëvgcs, aü-
Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
vgcs, gqucpkagftbs g butrbs egfs iurëvgcs) g pkrk kpdclkè÷gs gspglckcs. Lüichb ig Ekrrks B lüichb ig ekrrks ã uak `brak ig rgprgsgftkr k fuagrkèìb ig ctgfs ig akfgcrk qug bs dgctbrgs ütclbs pbsska lkptkr bs ikibs ig `brak kutbaëtclk. Bs HYCF GKFWLL pbssuga quktrb gstruturks ig fuagrkèìb pkirbfczkiks pgdk GKF g pgdb WLL, kprbprckiks pkrk cigftc`clkèìb ig ctgfs lbagrlckcs g ufcikigs dbhástclks, lba auctks igrcvkè÷gs, lbf`brag kekcxb>
\caebdbhck \caebdbh ck pkrk Gaekdkhgfs Gaekdkhgfs g Gtcqugtkhga Gtcqugtkhga • Lbfoglcib lbab "Lüichb < ig 3", ã b akcs pbpudkr. Wtcdczkib ga cfvgftërcb g lbftrbdg fìb vkrgncstk. • Lbfscstg ga trîs gdgagftbs gspgssbs (ekrrks bu gspkèbs), gaprghkib ga akfu`kturk, kpdclkè÷gs acdctkrgs g ig skþig. • B `braktb icstcftb ig lbaprcagftb vkrcëvgd klgctk bs 99 lkrkltgrgs sghucftgs> :;5<9708?3KEL :;5<970 8?3KELIG@HOC IG@HOCNMDAF NMDAFBZ[U\ BZ[U\ YWP X_S^. *$/+%. B kstgrcs kstgrcslb lb (*) ã utcdczkib lbab lkrkltgrg ig cfálcb/pkrkik, fìb pbigfib sgr utcdczkib fb lbrpb ik agfskhga. • Lokakib ig "Lüichb 5 ig 7", tga `braktb icstcftb, lba lbaprcagftb vkrcëvgd. • Iuks ekrrks gspgssks ga ua tbtkd ig lcflb ekrrks pkrk lkik lkrkltgrg lbic`clkib. Wtcdczkib ga akfusgcb ig cfvgftërcbs, `cloks ig lbapgfskèìb ekflërck, gfvgdbpgs ig klkekagftb ig `btbhrk`cks, pksskhgfs kãrgks, akfusgcb ig ekhkhgfs g lkrhks g ga igzgfks ig butrks kpdclkè÷gs. • Akcs kerkfhgftg qug bs igakcs lüichbs, b WLL/GKF-;5? ã lbapdgagftkr, eksgkib ga Cigftc`clkibrgs ig Kpdclkèìb (KC), cigftc`clkfib b schfc`clkib g b `braktb ig ikibs. • B WLL/GKF-;5? ã kpdclkib ga ufcikigs ig icstrceucèìb, pgractcfib k cigftc`clkèìb ib fþagrb ig dbtg, sãrcg, iktk ig `kercl `kerclkèìb, kèìb, vkdcikig, vkdcikig, tgxtbs dcvrgs g butrbs ikibs. • Kpdclkèìb aþdtcpdk> dbhástclk g kutbakèìb ig vërcbs sgtbrgs prbiutcvbs g lbagrlckcs> kdcagftálcb, `kraklîutclb, vgstuërcb, pkpgd gftrg butrbs. • Zbig sgr uskib fk icstrceucèìb, krakzgfkagftb, cfvgftërcbs g hgstìb ig gstbqug, prbpbrlcbfkfib khcdcikig fk lkpturk ig cf`brakè÷gs, lba agfbr akrhga ig grrbs. \uk kerkfhî kerkfhîflck flck pgractg betgfèìb ig hrkfigs hkfobs fk lkigck ics-
Gestão Comercial - Módulo 3 -
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Gestão Comercial - Módulo 4 -
Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
Gestão Comercial - Módulo 3 -
• Lbab b WZL(K), b WZL(G) ã utcdczkib ga kpdclkè÷gs ig vkrgnb. • B lüichb ig ekrrks ã agfbr, akcs kigqukib pkrk ctgfs agfbrgs. Ykaeãa lokakib ig "zgrb suprcacib", pbcs b WZL(G) lbapkltk ua lüichb ig ;5 iáhctbs WZL(K) ga ua lüichb ig sgcs iáhctbs. B WZL(G) suprcag b iáhctb ig scstgak fuaãrclb, bs iáhctbs `cfkcs fb lüichb ig `kerclkftg g bs zgrbs cfclckcs fk pkrtg ig cigftc`clkèìb ig prbiutb ib lüichb. • B scstgak GKF (Gurbpgkf ( Gurbpgkf Krtcldg Fuaegrcfh Fuaegrcfh)) ã uak vgrsìb gurbpgck ib lüichb WZL . • Ktukdagftg, gssg lüichb ã igfbacfkib Cftgrfktcbfkd Krtcldg Fuaegr, aks k kergvckèìb GKF pgrakfglg. Bs lüichbs GKF gflbftrka-sg ga ctgfs ig vkrgnb fk Gurbpk. • B GKF-;< ã k vgrsìb gurbpgck ib WZL(K). K ic`grgfèk gftrg b GKF-;< g b WZL WZL (K) ã qug b GKF-;< lbic`clk ua ;<º iáhctb fb pkirìb ig pkrcikig ibs sgcs iáhctbs ik gsqugrik ig ua sáaebdb WZL(K). Gssg ;<º iáhctb, lbaecfkib lba b ;5º, rgprgsgftk ua lüichb ig pkás. • Wtcdczkib ga ecedcbtglks, ekflbs ig skfhug g fk ktcvcikig ig gflbagfiks kãrgks. • @braktb ig lbaprcagftb vkrcëvgd, pgractg k lbic`clkèìb ibs 5: lkrkltgrgs sghucftgs> :;5<9708?3-$>/.+KELI. Bs lkrkltgrgs ig cfálcb g ig pkrkik ig uak agfskhga LbiEkr prglcska sgr K, E, L bu I. • @braktb kd`kfuaãrclb ig kdtk igfscikig g lbaprcagftb vkrcëvgd, utcdczkib fk cfiþstrck ig trkfspbrtg g gtcqugtkhga. • \ìb ;:0 pkir÷gs ig ekrrks g gspkèbs. Lkik pkirìb pbig tgr trîs schfc`clkibs, igpgfigfib ig qukd ibs trîs lbfnuftbs ig lkrkltgrgs ã gaprghkib. Wa lbf nuftb ig lkrkltgrgs lbic`clk tbibs bs lkrkltgrgs lkr kltgrgs ig lbftrbdg K\LCC g akcþsludbs, ua butrb lbic`clk tbibs bs lkrkltgrgs akcþsludbs g acfþsludbs g b tgrlgcrb lbf nuftb lbic`clk bs pkrgs ig iáhctbs fuaãrclbs ig i g :: k 33. B lbfnuftb ig lkrkltglkrk ltgrgs utcdczkib ã igtgracfkib pgdb lkrkltgrg cfclckd. B Lüichb ;5? tkaeãa pgractg lbic`clkr quktrb lüichbs ig `ufèìb> @FL;, @FL5, @FL< g @FL9. • @FL;- rgsgrvkib pkrk usb ga GKF= @FL5 utcdczkib pkrk cfstrucr b dgctbr ig lüichb ig ekrrks fk lbflktgfkèìb ik agfskhga ga ua sáaebdb ig lüichb ig ekrrks lba k agfskhga fb sáaebdb ig tgxtb= @FL< utcdczkib pkrk cfstrucr b dgctbr ig lüichb ig ekrrks k g`gtukr uak rgig`cfcèìb= @FL9 utcdczkib ga kpdclkè÷gs ig scstgaks `glokibs. • B pokraklbig ã uskib fb lbftrbdg ig sghurkfèk bf-dcfg (Bfdcfg ( Bfdcfg \glurcty Lbftrbd)) ib prblgssb ig gaekdkhga `kraklîutclb. \bagftg ks ekrrks (g fìb bs gstrbd pkèbs) trkfspbrtka ikibs
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Gestão Comercial - Módulo 4 -
Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
\uestctucèìb ib Lüichb ig Ekrrks Ekrrks
Zrblgssb ig Gaekdkhga Gaekdkhga
Gxcstga Gxcst gaau auctb ctbss gs gstui tuibs bs,, vcs vcskf kfib ibê ê ag agdob dobrck rckib ibss `bra `b rakt ktbs bs ig gt gtcq cqug ugtk tkhg hga. a. Në Në,, oë kd kdhu hua a tg tgap apb, b, pg pgssqucski quc skibrg brgss cfb cfbvkr vkrka kag g oba obabdb bdbhkr hkrka kakdh kdhufs ufsics icspbs pbsc-ctcvbs tcv bs cft cftgdc gdchgf hgftgs tgsig ig cig cigftc ftc`cl `clkèì kèìb b ig agr agrlki lkibrck brcks. s.
Icvgrsbs tcpbs ig agrlkibrck Icvgrsbs agrlkibrckss rglge rglgega ga kdhua tcpb ig —egfg`clckagftb‑, igftrb ib krakzãa. Wa ibs akcs `rgqugftgs prblgssbs ã k gaekdkhga ga ufcikigs agfbrgs, bu scapdgagftg, gaekdkhga pkrk gxpgicèìb. B prb prblg lgss ssb b ig igga gaekd ekdkh khga, ga,qu qukfi kfib b khr khrghk ghkib ib ês bpg bpgrkè÷ rkè÷gs gs dbh dbhástc ástclks lks,, gxg gxgrlg rlga a cf`d cf`duîf uîflck lck fb tgapb tgap b tbtk tbtkdd iks bpg bpgrkè rkè÷gs ÷gs,, schf schfc`cl c`clkfi kfib b cflr cflrgagf gagftb tb fb fá fávg vgdd ig lu lust stbs bs g pr prbi biut utcv cvci ciki kig g ib ibss bp bpgr grki kibr brgs gs.. Gstgs capkltbs pbigrìb sgr schfc`clktcvbs, igpgfigfi ig fib b ik g` g`cl clël ëlck ck fk gx gxgl gluè uèìb ìb ib pr prbl blgs gssb sb (k (kut utbbaktczkib bu akfukd), bu kcfik ik fglgsscikig sues su esgq gqug ugftg ftg ig ig igsl slkrt krtkr kr k pr prüp üprck rck ga gaek ekdk dkhg hga. a.
Lbflgctb ig Gaekdkhga
Hrkiktcvkagftg, b scstgak ig lüichb ig ekrr ek rrks ks qu qug, g, kt ktuk ukda dagf gftg tg,, ã k `b `bra rak k ak akcs cs ut utcdcdcz czki kik k fb au aufi fib b pk pkrk rk gt gtcq cqug ugtk tkhg hga, a, vg vga a sg sgfi fib b su sues estctc-tuáib pbr fbvks tglfbdbhcks, quksg qug tbiks kdclgrèkiks fb usb ig aclrblocps. Gstgs aclrblocps krakzgfka ikibs g sg lbaufclka, pbr agcb ig bfiks ig rëicb lba ua kpkrgdob dgctbr. dgctbr. K eksg igstk tglf tglfbdbh bdbhck ck sg loka lokak k Ukicb @rgqugflyy Cigftc`clktcb @rgqugfl Cigftc`clktcbf f (U@CI), qug ga pbrtuhuîs schfc`clk "Cigftc`clkèìb pbr Ukicb`rgquîflck" lc k".. Gs Gstk tk ci cigf gftctc`c`clk lkèì èìb b ab abig igrf rfk k lr lrgs gslg lg rkpcik rkp cikagf agftg tg fbs agr agrlki lkibs bs akc akcss igs igsgfv gfvbdv bdvcib cibs. s. B U@CI tga ua aclrblcrluctb gdgtrùfclb, qug krakzgfk cf`brakè÷gs sberg tbibs bs tcpbs ig bengtbs g ktã ig kfcakcs. Bpgrkibrgs dbhástclbs lbfsghuga dblkdczkr rkpcikagftg gstgs bengtb bengtbss g trkfs trkfsactcr actcr sgus sgus ikibs ikibs k ua icspbsctcvb rglgptbr sctukib k pbulbs agtrbs bu k vërcbs qucdùagtrbs ig icståflck.
K ga gaek ekdk dkhg hga a ã b ak aktg tgrck rckdd qu qug g kl klbf bfic iclc lcbf bfk, k, prbt pr btgh ghg g g hu hukr krik ik b pr prbi biut utb. b. Wa lb lbfl flgc gctb tb ka kapd pdb, b, igstg capbrtkftg gdgagftb dbhástclb, icz qug> —Gaekdkhga ã ua prbiutb qug gfvbdvg krtg, lcîflck g tãlfclks, pkrk prgpkrkr agrlkibrcks, `brfglgfib-dogs agdobrgs lbficè÷gs pkrk trkfspbrtg, krakzgfkhga, icstrceucèìb, vgfik g lbfsuab‑. Oë uak qukftcikig lbfscigrëvgd ig `ufè÷gs pkrk ks gaekdkhgfs. Fbs prcagcrbs kfbs ik grk cfiustrckd, ks gaekdkhgfs grka prbiuzcikss g ut ik utcdcdcz czki kiks ks lb lbab ab gd gdga gagf gftb tbss pk pkrk rk,, sc scap apdg dgssagftg, gxgrlgrga `ufè÷gs tãlfclks (prbtgèìb kb prbiutb, rgscstîflck= prgsgrvkèìb qukftb ê uacikig, lkdbr gtl.) bu k `ufè÷gs dbhástclks (gapcdokagftb, akfusgcb, trkfspbrtg gtl.) Obng, ks gaekdkhgfs, pkrk auctbs prbiutbs, gxgrlga k `ufèìb ig lbaufclkèìb, pbcs schfc`clka `brtg gdgagftb ig ic`grgflckèìb g lbaufclkèìb sberg b prbiutb. @braktbs, aktgrckcs ic`grgflckibs g igsgfobs cfbvkibrgs qug lbaufclka g ic`grgflcka bs prbiutbs.
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K prc prcfláp flápcb, cb, ks agrl agrlkibr kibrcks cks igvga sgr gaekdkiks pgdb prbiutbr pkrk prbtgèìb iurkftg trkfspbrtg, abvcagftkèìb, krakzgfkhga, lbag lbagrlck rlckdczkè dczkèìb ìb g lbf lbfsuab suab.. Igs Igstk tk `brak, ks gaekdkhgfs pbiga sgr> • Zrcaërcks> lbfoglciks Zrcaërcks> lbfoglciks tkaeãa lbab gaekdkhgfs ig lbfsuab. \grvga pkrk prbtghgr icrgtkagftg b prbiutb g cigftc`clë-db, cf`brakfib suks lkrkltgrástclks= igabfstrkr b abib ig usb= ikr kpkrîflck ktrkgftg pkrk k vgfik g kprgsgftë-db. Zbiga tgr vkrckibs tkakfobs tkakf obs g `braktbs, `braktbs, pbigfib pbigfib sgr lbfstclbfstctuáiks ig vërcbs tcpbs ig aktgrckcs> vcirb, pdëstclb, kduaáfcb, pkpgd, pkpgdìb, ZGY (pbdcgtcdgfb tgrg`tkdktb) gtl. • \glufiërcks> tkaeãa lokakiks ig gaekdkhgfs ig trkfspbrtg, prbtghga k gaekdkhga prcaërck. Pcska ufctczkr ks gaekdkhgfs prcaërcks ga pgqugfks ufcikigs, ig akfgcrk ufc`brag, pgractcfib suk lbagrlckdczkèìb, pbsscecdctkfib bu `klcdctkfib k akfcpudkèìb akcs kigqukik ik agrlkibrck. Gx.> lkcxk ig pkpgdìb lbegrtk pbr ua pdëstclb ráhcib, qug gfvbdvg lkcxks ig dgctg, auctb gflbftrkik fbs pbftbs-ig-vgfik k vkrgnb. • Ygrlcërcks> lkcxks Ygrlcërcks> lkcxks ig akigcrk, pkpgdìb g pdëstclb. • [uk [uktgrfërcks> tgrfërcks> gaekdkhgfs gaekdkhgfs qug `klcdctka k abvcagftkèìb g k krakzgfkhga, ga qukdqugr tcpb ig lbftgfgibr. Gx.> lbftîcfgrgs. • Gaekdkhgfs Gaekdkhgfs i g [ucf [ucf tb Fávgd> gaekdkhgfs —lbftgcfgrczkiks‑, bu gaekdkhgfs gspglckcs pkrk gfvcb ê dbfhk icståflck. Wa ibs hrkfigs abtcvbs ig pgriks bu kvkrck fks agrlkibrcks, iurkftg k krakzgfkhga, akfusgcb g trkfspbrtg, ã k lbflgpèìb ik gaekdkhga, qug pbig sgr cfkigqukik pkrk igtgracfkib prbiutb bu fìb ktgfigr kbs rgqucsctbs aáfcabs ig prbtgèìb g sghurkfèk, gstkfi tk fib b cf cftctcak akag agft ftg g dcdchk hkik ik ê Db Dbhá hást stcl clk k ig Icstrceucèìb ig Agrlkibrcks. Kb gae gaekdk kdkrr ua prb prbiut iutb, b, b `uf `uflcb lcbfër fërcb cb
Gestão Comercial - Módulo 4 -
Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
Gestão Comercial - Módulo 3 -
e. Yrkfspb Yrkfspbrtg> rtg> qukfib qukfib sb`rgrë bs g`gctbs ib sgu igsdblkagftb ig ua pbftb k butrb, cflducfib bs trkfsebribs= l. Igstcfb Igstcfb `cfkd> `cfkd> qukfib qukfib tgrë butrks akfcpudkè÷gs. B lu lust stb b ik ga gaek ekdk dkhg hga a `k `kzz pk pkrtg rtg ib lustb dbhástclb, dbhástclb, K gaekdk gaekdkhga hga ã ldkssc`clkik ldkssc`clkik ga gaekdkhga pkrk b lbfsuacibr, lba îf`ksg ga akrmgtcfh ga akrmgtcfh,, g gaekdkhga cfiustrckd, lba îf`ksg fk dbhástclk. • Gaekdkhga pkrk b Lbfsuacibr Akrmgtcfh K Akrmgtcfh K gaekdkhga ig lbfsuab igvg tgr sgu prbngtb icrglcbfkib pkrk k lbfvgfcîflck ib lbfsuacibr. lbfsuacibr. Fgstg lksb, k acssìb agrlkibdühclk icz qug k agsak igvg tgr kpgdb lbaufclklcbfkd, ebk klbabikèìb fks prktgdgcrks ibs vkrgncstks g ikr prbtgèìb kb prbiutb. Ubtcfgcrkagftg, bs prbngtbs `cfkcs ig gaekdkhg gaekdkhgfs fs lbfscigrka akcs ks fglgsscikigs ig `kerclkèìb g ig akrmgtcfh,, fghdchgflckfib ks fglgsscikakrmgtcfh igs ig dbhástclk.
• Gaekdkhga Cfiustrckd - Dbhástclk
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Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
agftb ik glbfback. Gstg `gfùagfb ã rg`dgxb ib lgfërcb glbfùaclb, pbcs, sg lrgslg k prbiuèìb, lrgslga ks vkrcgikigs ig prbiutbs b`grglcibs g, pbr lbfsgquîflck, fbvks gaekdkhgfs sìb igsgfvbdvciks. Gstks vkrcgikigs igvga ktgfigr ês `ufè÷gs në ksscfkdkiks, gspglckdagftg ês `ufè÷gs dbhástclks, igsig b pkpgdìb trkiclcbfkd ktã bs akcs vkrckibs tcpbs ig pdëstclbs. Pgnkabs kdhufs igstg aktgrckcs>
k. Aktgrckcs Aktgrckcs Yrkicl rkiclcbf cbfkcs kcs K capbrtåflck ik pkirbfczkèìb pkirbfczkèìb ik gaekdkhga sglufiërck prbpbrlcbfbu suestkflckd rgiuèìb ib lustb tbtkd, ega lbab k kibèìb ig ua scstgak ig akfusgcb akcs g`clcgftg, tkftb fb igpüsctb lbab fk dbnk vkrgncstk.
Gaekdkhgfs fb Erkscd gxtgrcbr Fb agrlkib ibaãstclb, bu sgnk, igftrb ib Erkscd Erk scd,, ks ksga gaek ekdk dkhg hgfs fsib ibss prb prbiu iutb tbss sì sìb b trk trktki tkiks ksig ig klbrib lba k dghcsdkèìb vchgftg fb pkás. Fb Lbaãrl aã rlcb cbGx Gxtgr tgrcbr cbr,, ig igvg vg-s -sg g dg dgvk vkrr ga galb lbft ftk k b trk trkfs fspb pbrtg rtg ig dbfhk icståflck, qug gxchg akcs rgscstîflck iks gaek ga ekdkh dkhgf gfs, s,pb pbcs csgs gstkr tkrìb ìbsu sung ngctk ctkss k lb lbfi ficè cè÷g ÷gss ig igsslbfo lb fogl glcik cikss ig akf akfcp cpudk udkèì èìb. b. Fb gx gxtgr tgrcbr cbr,, gv gvgf gftuk tukcs cs kvkrc kv krcks ks,, pb pbrr cfk cfkig igqu qukè kèìb ìb ik gae gaekd kdkh khga ga,, pb pbig igrìb rìb trkzgr prbedgaks kb dbtg gxpbrtkib, kssca lbab ê cakh ca khga ga ik ga gapr prgs gsk k g ê lb lbft ftcf cfuc ucik ikig ig ik ikss vg vgfi fiks ks.. Capbrtkftg rgsskdtkr qug k gaekdkhga pkrk gxpbrtkèìb igvg ktgfigr gxchîflcks g lkrkltgrástclks gspglckcs sbdclctkiks pgdbs capbrtkibrgs g ê dghcsdkèìb ga vchbr fgssgs pkásgs. Lkrhks pkrk b trkfspbrtg cftgrfklcbfkd igvga, sgaprg qug pbssávgd, sgr ufctczkiks pkrk ikr akcbr prbtgèìb ês agrlkibrcks g `klcdctkr b
• Zkpgd g pkpgdìb> sklbs, pkpãcs pkrk gaerudob, `braks ig gaekdkhga, lkcxks g lkrtulobs ig pkpgdìb dcsb, lkcxks ig pkpgdìb bfiudkib, utcdczkiks lbab gaekdkhga pbr tbibs bs sghagftbs ik cfiþstrck ik trkfs`brakèìb. Ks gae gaekdkh kdkhgfs gfs ig pkp pkpgd gd bu pkp pkpgdìb gdìb pbi pbiga ga sgr abdikiks ga vërcbs `braktbs, sìb rgdktcvkagftg dgvgs g blupka pbulb gspkèb ig krakzgfkagftb. Igvcib ê `kdtk ig rgscstîflck ê ëhuk, surhcrka pkpãcs gflgrkibs g butrks `braktkè÷gs pkrk rgscstcrga ê uacikig, lbab ks lkcxks ig lkrtìb rgscstgftgs ê ëhuk, ktrkvãs ig lkak lk akik ikss ig pb pbdcdcgt gtcdcdgf gfb. b. B sg sgtb tbrr kd kdca cagf gftá tálc lcb b - dg dgcctgs, sulbs g cbhurtgs pkrk egegr, pbr gxgapdb utcdcz utc dczk k lb lba a cf cftgf tgfsc scik ikig ig gs gstg tg tcp tcpb b ig ga gaek ekdkh dkhga ga.. B pk pkpg pgdd g b pk pkpg pgdì dìb b sì sìb b ak aktã tãrc rcks ks-p -prc rcak akss ;: ;::% :% ecbighrkiëvgcs g rglcldëvgcs. • Zdëstclbs> cftrbiuzcibs lbab gaekdkhgfs fb püs-hugrrk gfhdbekfib `cdags, sklbs, tuebs, gfhrkikibs, `rkslbs gtl. \ìb dgvgs g pbiga sgr abdikibs ga icvgrsbs `braktbs. Bs prcflcpkcs pdëstclbs uskibs sìb> k. Zbdcldbrgtb ig Pcfcdk (ZPL)> `kerclkèìb ig `rkslbs ráhcibs g akdgëvgcs - lbsaãtclbs, prbiutbs ig dcapgzk, edcstgrs dcapgzk, edcstgrs gtl gtl -, `cdags g butrks gaekdkhgfs pkrk ks qukcs gxcstg k fglgsscikig ig ekrrgcrks. e. Zbdcgstc rgfb (Z\)> (Z\)> trkfspkrgftg bu lbdbrcib, ã uskib fk prbiuèìb ig utgfsádcbs ig
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uskib, ga `rkslbs lba akcbr vbduag, igtgrhgftgs ig rbupk, erkfqugkibrgs, üdgb pkrk abtbr, lkcxks ig pdëstclb gtl. i. Zbdcgtcdgfb Ygrg`tkdkib (ZGY)> sgu prcflcpkd usb ã fk prbiuèìb ig hkrrk`ks pkrk rg`rchgrkftgs g ëhuks acfgrkcs. g. Zbdc Zbdcprbp prbpcdgfb cdgfb (Z (ZZ) Z)>> auctb gaprghkib fk abdikhga ig tkapks, pgqugfbs `rkslbs, rütudbs, pbtgs ig akrhkrcfk gtl.
e. Gaekdkhgfs Ic`grgflckiks Ks fglgsscikig fglgsscikigss dbhástc dbhástclks, lks, lkik vgz akcs gstrktãhclks, trbuxgrka pkrk k `kerclkèìb ig gaekdkhgfs fbvks tglfbdbhcks. Aktgrckcs, `braktbs, gaekdkhgfs kdtgrfktcvks, rgtbrfëvgcs g butrks lbflgpè÷gs gstìb ga lbftáfub prblgssb ig pgsqucsks g dkfèkagftb. Kdhuaks `braktkè÷gs në sìb lbfoglciks> • Klbd lobkag lobkagftb> ftb> prbtgèìb, trkiclcbfkdagftg, utcdczkik pbr gaprgsks ig auikfèks, ã cigkd pkrk gaekdkr prbiutbs ig `brak crrghudkr. crrghudkr. Gstg tcpb ig gaekdkhga `bc kibtkib pbr gaprgsks qug prgstka sgrvcèbs gspglckcs ig trkfspbrtgs sga lkcxks. Gdks pbssuga, `brfglga g kiacfcstrka aktgrckcs ig gaekdkhga, kdãa ig lkrrghkr g igslkrrghkr, kssuacfib k rgspbfskecdcikig pbr qukcsqugr qu gr kv kvkr krck ckss qu qug g bl blbr brrk rka. a. Pkf kftk tkhg hgfs fs>> kusîflck ig qukcsqugr aktgrckcs ig gaekdkhga g ig sgus rgsáiubs, rgiuèìb ik luekhga g akcbr `klcdcikig kb igsgaekdkr bs prbiutbs. • Ugtbr Ugtbrfëvgcs> fëvgcs> lbaufs lbaufs fbs scstgaks dbhástclbs, hgrkdagftg ig kèb bu pdëstclb. B cfvgst vg stca cagf gftb tb,, fu fua a sc scst stga gak k ig ga gaek ekdk dkhg hga a rgtbrfëvgd, rgqugr gstuib ik qukftcikig ig lcldbs ig gaekrqugs g ig lustbs ig trkfspbrtg vgrsus lustbs vgrsus lustbs ig lbaprk g igslkrtg ig gaekdkhga sga rgtbrfb, ega lbab bs lustbs `uturbs ig sgpkrkr, rkstrgkr g dcapkr ks gaekdkhgfs pkrk rgutcdczkèìb. • Zkdgtgs> ig Zkdgtgs> ig akigcrk, pdëstclbs bu rg`rc-
Gestão Comercial - Módulo 4 -
Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
Gestão Comercial - Módulo 3 -
• Gaek Gaekdkhg dkhga a sorcfm-wrkp -kvëlub> fgstg tcpb ig prblgssb, prblgssb, lbdblk-sg uak uak pgdáludk prã-gsprã-gstctclk lkik ik sb sber erg g k lk lkrh rhk k uf ufctc ctczk zkik ik ig ga gaek ekdk dkhg hgfs fs sg sg-lufi lu fiër ërck cks, s, pg pgdádálu ludk dk gs gssk sk qu qug g ã gf gflb lbdo doci cik k pb pbrr ag agcb cb ig kqu kquglc glcagf agftb, tb, pkr pkrk k `kz `kzgr gr ks gae gaekdk kdkhgf hgfss kig kigrcrcrga rg a ê pd pdkt ktk` k`br brak ak lb lbab ab ua vb vbdu duag ag þf þfcl clb. b. • Gaekdkhga st Gaekdkhga st rgtlo-wrk rgtlo-wrkp p > ã uak gaekdkhga tkaeãa k vëlub, aks gxglutkik gfvbdvgfib-sg k lkrhk k uak pgdáludk pdëstclk gstclkik, `kzgfib-sg k lkrhk rbikr g sgr gfvbdvcik pgdk pgdáludk, b qug rgsudtk fuak lkrhk þfclk, gaekdkik sbe prgssìb.
Capbrtåflck ik Zrbtgèìb lbftrk lb ftrk Kvkrcks Agsab sga auctbs abvcagftbs iurkftg b akfu ak fusg sgcb cb g kra krakz kzgf gfkh khga ga,, b us usb b ik ga gaek ekdk dkhg hga a sglufiërck ã `ufikagftkd, lbab gdgagftb ig prbtg pr btgèì èìb b kb kbss pr prbi biutb utbss lb lbftr ftrk k kv kvkrc krcks ks g gv gvgf gftuk tukcs cs `urtbs. Zkrk gstk prbtgèìb, oë ig sg kigqukr k gaek ga ekdk dkhg hga a kb prb prbiu iutb tb g sg sgdg dglc lcbf bfkr kr sg sgu u ak aktgr tgrck ckd,d, dgvkfib ga lbftk b hrku igsgnkib ig prbtgèìb kb prbiutb, sgfib gstk iglcsìb cf`dugflckibrk fbs lustbs ik gaekdkhga. Ykftb b prbiutb qukftb k gaekdkhga pbssuga lgrtb hrku ig `rkhcdcikig agicib pbr tgstgs tgs tgs gsp gspgl glá`c á`clb lbs> s> gqu gqucpk cpkagf agftbs tbs ig lo lobq bqug ug bu ig vcerkèìb gtl. gtl. Bs rgsudtkibs pgractga igtgrigtgracfkr b fávgd ig klbdlobkagftb bu ig `brrkèìb fks lkcxks. Fìb pbigabs igcxkr ig dkib b kaecgftg, fb qukd `clkrë klbabikib b prbiutb, pbcs cstb cftgr`grg fk pbsscecdcikig ig kvkrck. Fgstg Fg stg ka kaecg ecgftg ftg,, pb pbigr igrìb ìb kl klbft bftgl glgr gr kvk kvkrck rckss pb pbr r trkfs trk fspb pbrtg rtg,, kr krak akzg zgfk fkhg hgfs fs g ak akfu fusg sgcb cb.. Ga ig ig-püsctbs prüprcbs, bs prbiutbs sg abvga pkrk sgus igstcfbs, fua kaecgftg rgdktcvkagftg lbftrbdkib. Zbrãa, oë akcbr ic`cludikig fb lbftrbdg ig kvkrcks pkrk agrlkibrcks ga prblgssb ig trkfspbrtg `rgtkib.
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Gxcstga quktrb lkusks ldëssclks ig kvkrcks> vcerkè÷gs, capkltbs, pgr`urkè÷gs g lbaprgss÷gs. prgss÷g s. Cf`gdczagf Cf`gdczagftg, tg, tbibs gstgs prbedgaks pbiga blbrrgr scaudtkfgkagftg, ga tråfsctb bu sbe akfusgcb, lbab tkaeãa pbiga blbrrgrr `k rg `kdo doks ks fb ga gapc pcdo doka kagf gftb tb qu qug g hg hgrk rka a kv kvkr krck cks. s. K prgvgfè prgvgfèìb ìb ig kvkrcks ig prbiutbs ga tråfsctb sg ië pbr kdhufs prblgicagftbs lbaufs> kakrrkèìb ibs vbduags, `cxkèìb, kakrrkèìb ê lkrrblgrck ib vgáludb, lkdèbs pkrk capgicr b igsdczkagftb, k vcerkèìb g b lobqug gftrg ks agrlkibrcks bu, scapdgsagftg, utcdczkr, kb aëxcab, b gspkèb icspbfcecdczkib icspbfcecdczkib fbs vgáludbs. @ktbrgs gxtgrfbs Ygapgrkturks gdgvkiks, uacikig g aktgrckcss gstrk tgrckc gstrkfobs fobs pbig pbiga a klkr klkrrgtkr rgtkr kvkrc kvkrcks. ks. Yc p b i g Ga e kd kh ga
Gs p gl c ` c l kè ìb
Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
Gstgs `ktbrgs gstìb `brk ig lbftrbdg dbhástclb g k`gtka b lbftgþib iks gaekdkhgfs, pbigfib igrrgtgr, gstrkhkr, gapbdkr, igslkslkr g ktã `uficr-sg ufs lba bs butrbs, pgrigfib lbrgs bu butrks lkrkltgrástclks, tbrfkfib bs prbiutbs caprüprcbs pkrk usb, lkuskfib prgnuázbs.
Ybik lkrhk gaekdkik igvg rglgegr b aëxcab ig prbtgèì prbtgèìb, b, gspg gspglckdag lckdagftg ftg iurkftg suk abvcagftk abvcagftkèìb. èìb. Abvcag Abvcagftbs ftbs cfkigqukibs lbab krrkstkr, puxkr, nbhkr, bu pcskr igvga igvga sgr gvctk gvctkibs ibs k tbib lustb, gdcacfkfib-sg k pbsscecdcikig ig kvkrcks. Lu c i ki b s f b Akf u s gc b
Lkcxks ig pkpgdìb - prbiut prbiutbs bs dgvgs> kdc- • Gvctg dblkcs abdokibs bu þacibs, prbxcagftbs, ercfqugibs, dcvrbs, kdcagftbs, vc- acikig ig pbftks. irbs ig rgaãicb gtl. • Ugspgctg b gapcdokagftb aëxcab.
Lkcxks ig akigcrk - prbiutbs akcs pg- • Lucikib lba ks aìbs> `krpks, dkslks, skibs> `grrkagftks, aëqucfks, abtbrgs prghbs bu `ctks ig kèb. g gtl. • Wskr duvks kigqukiks.
Lkrrgtãcs> lkebs gdãtrclbs, lkebs ig kèb • Lkdlg, pkrk fìb rbdkr gtl.
Gestão Comercial - Módulo 3 -
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Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
Gestão Comercial - Módulo 3 -
Ekrrclks> vcfobs Ekrrclks> vcfobs,, kzgctb kzgctbfks, fks, egecik egecikss kd• Fìb rbdg, fga lbdbqu lbdbqug g pgrtb ig pbftks lbüdclks.
Ebecfk> pkpgd, lokpks ig kèb, kduaáfcb Ebecfk> • Lkdlg, pkrk fìb rbdkr. gtl.
Ebaebfks> dáqucibs lbab ëlcibs, igtgr• Fìb rbdg, fga lbdbqug pgrtb ig pbftks. hgftgs gtl.
Gfhrkikibs - agrlkibrcks lba `braks • Fìb lbd lbdbqu bqug g agr agrlki lkibrc brcks ks pgs pgskik kiks, s, crrghudkrgs> aüvgcs, eclcldgtks gtl. sberg gfhrkikibs.
@kribs - agrlkibrcks qug fìb gxchga gaekdkhgfs rgscstgftgs> tglcibs, kdhb- • Gvctg dblkcs lba pbftks bu abdokibs. iìb, pkpgd pkrk rglcldkr gtl.
@gcxgs - agrlkibrcks qug fìb prglcs prglcska ka • Fìb lbdbqug agrlkibrcks qug sg qugig prbtgèìb> pës, vkssburks, gspgtbs, erka bu sg kaksska kaksska sberg `gcxgs. `gcxgs. `grrkagftks gtl.
\klbs ga hgrkd - ig pkpgd, pkfb, ig pdëstc pdë stclb. lb. Agr Agrlki lkibrc brcks ks k hrk hrkfgd fgd>> lkr lkr-- • Gvctg dblkcs lba pbftks bu abdokibs. vìb,lcagftb, sgagftgs gtl.
Ykaebrgs - prbiutbs dáqucibs> üdgbs, sbd-
• Fìb rbdg, fga lbdbqug pgrtb ig pbftks.
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Wtcdcikig iks Gaekdkhgfs K utcdcikig ig uak gaekdkhga, ga Dbhástclk, rg`grg-sg ê suk cf`duîflck fk prbiutcvcikig ik ig ib ibss pr prbl blgs gssb sbss db dbhá hást stcl clbs bs.. Au Auctctks ks bpgrkè÷gs sìb k`gtkiks pgdk utcdcikig ik gaekdkhga, igsig b lkrrghkagftb ib lkacfoìb g k prbiutcvcikig fk sgpkrkèìb ig pgicibs ktã k utcdczkèìb ib gspkèb lþeclb fb krakzgfkagftb g fb trkfspbrtg. K g`clcîflck g`clcîflck ib akfus akfusgcb gcb ibs aktgrc aktgrckcs kcs ã `brtgagftg cf`dugflckik pgdk fkturgzk ib prbiutb, pgdk utcdczkèìb g pgdks lkrkltgrástclks ga tgrabs ig lbaufclkèìb. Kpgskr ig në tgrabs kprgsgf kprg sgftkib tkib auct auctks ks utcd utcdciki cikigs gs iks gae gaekdkh kdkhgfs gfs,, lbfvãa lbapdgagftkr lba akcs kdhuaks> • Kikptkèìb kbs Zrbiutbs> k gaekdkhga ibs prbiutbs (sbe igtgracfkiks lbf`churkè÷ rk è÷gs gs)) g ks qu qukf kftctcik ikig igss pk pkir irbf bfcz czki kiks ks lbftrceuga pkrk kuagftkr k prbiutcvcikig iks ktcvcikigs ktcvcik igs dbhástclks. dbhástclks. K rgiuèì rgiuèìb b ib tkakfob tkakfob ik gaekdkhga, pbr gxgapdb, pbig agdobrkr k utcdczkèìb ib gspkèb lþeclb. B pgsb pbig sgr rgiuzcib lba kdtgrkè÷gs ib prbiutb ik gaekdkhga. \uestctucfib-sg hkrrk`ks ig vcirb pbr hkrrk`ks ig pdëstclb, pbr gxgapdb, pbigabs kuagftkr schfc`clktcvkagftg k qukftcikig ig hkrrk`ks k sgrga trkfspbrtkiks. • Wfctczk Wfctczkèìb> èìb> khrupk khrupkagf agftb tb ig lkc lkcxks xks fuak lkrhk lkrhk þfclk, `brakfib `brakfib ua sü vbduag. vbduag. Ks lkrhks lkrh ks ufct ufctczki czkiks ks kprg kprgsgf sgftka tka auct auctks ks vkf vkftkhg tkhgfs> fs> rgiuèìb fb tgapb ig igslkrhk g ib lbfhgstcbfkagftb fb pbftb ig igstcfb. igstcfb. Ykaeãa `klcdctka b akfusgcb ig aktgrckcs, pgdk vgrc`clkèìb iks agrlkibrcks ga suk gftrkik g fb rëpcib pbsclcbfkagftb pkrk k sgpkrkèìb ig pgicibs. • Ukstrgkagftb> ua scstgak ig akfusgcb ig aktgrckcs, lba eba fávgd ig lbftrbdg, igvg tgr k lkpklcikig ig rkstrgkr b prbiutb fb rglgecagftb, fk krakzgfkhga, fk sgpkrkèìb \áa e b d b
Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
g fk gxpgicèìb. B lbftrbdg ig tbik abvcagftkèìb rgiuz bs fávgcs ig pgrik g `urtb g pbig sgr auctb þtcd pkrk abfctbrkr k prbiutcvcikig ibs `uflcbfërcbs. • Lbauf Lbauf clkèìb g Cfstruè÷gs Cfstruè ÷gs ig AkfuAkfusgcb> butrb sgcb> butrb pkpgd ig gaekdkhga pkrk k ktcvcikig ik ig db dbhá hást stcl clk k ã tr trkf kfsa sactctcr cr cf cfst stru ruè÷ è÷gs gs ig akfusgcb g ig prgvgfèìb lbftrk kvkrcks. \g b prbiutb ã pgrchbsb (lbab fb lksb ig prbiutbs quáaclbs), sg ã ig vcirb gtl. \áaebd \á aebd bs i g Brcgftkèìb pkrk Gaekdkhgfs Gaekdkhgfs Oë ua ictkib locfîs qug icz —uak cakhga vkdg akcs ib qug acd pkdkvrks‑. [uga vcvg ig rgikèìb sgftg-sg lbftrkrckib, aks lurvk-sg kbs sáaebdbs, qug ufcvgrskdagftg klgctbs, `kzga lba qug pbsskabs gftgfigr agdobr auctks cf`brakè÷gs. Gstg prcflápcb ã `ufikagftkd fk akfcpudkèìb dkè ìb ig gae gaekdkh kdkhgfs gfs.. Gxc Gxcstga stga,, fgs fgstg tg sgh sgh-agftb, uak sãrcg ig —scfkcs ig sghurkfèk‑, cficlkibrgs ig lucikibs lba ks lkrhks, cf`brags sberg agdobrgs prëtclks ig abvcagftkèìb, klb klbficl ficlcbfk cbfkagft agftb, b, tgap tgapgrkt grkturks urks aëxc aëxcaks aks g aáfcaks, `rkhcdciki `rkhcdcikig, g, gapcdokagftb gtl.
Ybib bpgrkibr, kb akfusgkr lkrhk k qukdd gstë quk gstë sg sga a fgfoua fgfoua tcpb ig cfstruèì cfstruèìb, b, g tcvgr kdhuak iþvcik, igvg igvg cagicktkag cagicktkagftg ftg prblurkr cf`brakè÷gs lba sgus supgrcbrgs. Auctks vgzgs, fk fbtk `cslkd, pbigrë gxcstcr kdhuak kfbtkèìb k rgspgctb. Gxgapdbs ig sáaebdbs g sgus schfc`clkibs> \c h f c ` c l ki b
Gestão Comercial - Módulo 3 -
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Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
• Cikig kigqukik pkrk usb
• \ghurkfèk ik gaekdkhga kdcagftkr
• \caebdbhck cftgrfklcbfkd
• Akfusgkr lba lucikib, aktgrckd `rëhcd
• Igspklokr urhgftg
• Akfusgkr lba lucikib, aktgrckd `rëhcd • Akftgr gstg dkib pkrk lcak
Gestão Comercial - Módulo 3 -
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Gestão Comercial - Módulo 4 -
Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
• Akfusgkr lba lucikib, aktgrckd `rëhcd
• Fìb gapcdokr
• Fìb cfldcfkr
• Akftgr gstg dkib pkrk lcak
Zrblgssb ig i g Gxpgicèìb Gxpgicèìb
Ga ua sghufib abagftb, gfigrgèkr k agrlkibrck pkrk b gstbqug, ega lbab gstblkr g prblgigr cfvgftërcbs vîa dbhb ga sghucik. G, lbab sgquîflck `cfkd ibs prblgssbs, sgpkrkèìb g kluaudkèìb ig pgicibs, lbf`grîflck g rghcstrb, gaekdkhga pkrk pbstgrcbr lkrrghkagftb g gxpgicèìb. Lbab `cfkdczkèìb iks rgspbfske pbf skecdc cdciki ikigs gs ib kra krakz kzãa, ãa, k gxp gxpgic gicèìb èìb klbftglg kpüs k agrlkibrck sgr igvcikagftg gaekdkik g prgpkrkik pkrk igspklob. Gxpgicr Gxpg icr aktg aktgrckcs, rckcs, capd clk ga> • Pgrc`clkr sg k agrlkibrck qug b ldcgftg
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• Cigftc`clkr, pbsclcbfkr g edbqugkr ks rbiks ib vgáludb= • Lkrrghkr b vgáludb= • Igspklokr b vgáludb.
2014 - Nivel de Servico Logistico
• Zgsb= • Pbduag= • Ctcfgrërcb= • Lustbs= • [ukdcikig= • \ghurkfèk= • Zbftukdcikig= • Lustbs.
K gxktciìb ib pgsb, vbduag, ctcfgrërcb k sgr sghucib g rgspgltcvbs lustbs sìb `ktbrgs igtgracfkftgs fk gslbdok ib pkrlgcrb, qukfib sg trktk ig trkfspbrtkibrk ig tgrlgcrbs.
à `ëlcd igiuzcr qug, ktrkvãs ibs ctgfs qug kftglgiga bs lustbs, b bpgrkibr skegrë b fávgd ig sgrvcèb b`grglcib pgdk trkfspbrtkibrk, fávgd gstg qug sg trkiuzcrë fbs vkdbrgs lberkibs pgdb prgstkibr dbhástclb. Gxcstga sctukè÷gs ga qug b khgftg, qug igtgracfk k trkfspbrtkibrk, ã b prüprcb ldcgftg ib bpgrkibr ib krakzãa. Bs lustbs ib trkfspbrtg gxtgrfb, bu sgnk, b `rgtg, sìb kssuacibs ig lbf`bracikig lba b qug `brk lbaecfkib gftrg ks pkrtgs gfvbdvciks.
[WKIUB G\[WGAËYCLB IB\ @DW_B\ IG KUAK^ÃA KUAK ^ÃA Igslkrhk Cigftc`clkèìb g Uglgecagftb
Ygstgs
Pgrc`clkèìb [ukdctktcvk g [ukftctktcvk
Ldkssc`clkèìb
Gfigrgèkagftb> Dblkd ig Gstblkhga Gstblkhga \gpkrkèìb ig Zgicibs
Gestão Comercial - Módulo 3 -
Kekcx Ke kcx b, rgd klc klcbf bfkab kabss gst ks vkr vkrcc ëvgc ëvgcs> s>
Zbdátclk ig Yrkfspbrtgs
à lgrtb ig qug b `ktbr pgrtcfgftg k lustbs sgaprg cf`dugflckrë fk pkdkvrk `cfkd, `cfk d, ak akss berch berchk ktbrck tbrckag agftg ftg ig igvg vgrì rìb b pgskr tkaeãa kspgltbs kspgltbs sber sberg g qukdcikig, sghurkfèk g pbftukdcikig.
Gestão Comercial - Módulo 1 -
Cfvgftërcbs Kl uaud Klua ud kèìb ig Zgicibs
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Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
Lkrkltgrástclks ib dblkd ig gxpgicèìb
Ycpbs ig `rgtgs Ig stk Igst k `b `bra rak, k, pr prcf cflc lcpk pkda dagf gftg tg,, fb lksb ig hrkfigs vbduags, hgrkdagftg akrátc akr átcabs abs bu kã kãrgb rgbs, s, tga tgabs bs kdh kdhuak uakss abikdcikigs> • @rgtg LC@ (Lbst, Cfsurkflg kfi @rgchot) @rgchot) - lustb lustb,, sghurb g `rgtg> b `brfglgibr sg rgspbfskecdczk pgdb `rgtg, lkegfib k gstg `brfglgr uak huck pkrk qug b lbaprkibr pbssk rgshktkr b prbiutb. Gstg lustb lbfstk fb brèkagftb ib `brfglgibr. • @rgtg @BE (@rgg (@rgg Bf Ebkri) b `brfglgibr fglg ibr sg rgsp rgspbfsk bfskecdcz ecdczk k (lbft (lbftrktuk rktukddagftg) pgdk agrlkibrck ktã k obrk ga qug gdk ã gftrghug, fk iktk g obrk, kb trkfspbrtkibr gslbdocib pgdb lbaprkibr. Gstg prgèb fìb `kz pkrtg ib brèkagftb ib `brfgl `br fglgib gibrr, igv igvgrë grë sgr lk lkdlu dludki dkib b pg pgdb db lbaprkibr ig klbrib lba b sgrvcèb ig `rgtg qug gslbdogu. Lbab pbigabs besgrvkr, pdkfgnkr k gxpgicèìb ig agrlkibrcks capdclk ga iglcs÷gs capbrtkftgs sberg trkfspbrtkibrks, ks qukcs prglcska sgr ega gslbdociks. K ktcvcikig ik ig ig gx gxpg pgic icèì èìb b lb lbag agèk èk g kl klke kek, k, qukfib k trkfspbrtkibrk pkssk k dcfok ik prbprcgikig ib krakzãa.
Dkybut p krk Gxpgicèìb Gxpgicèìb [ukfib sg `kdk ga krrkfnb ibs gspk-
• Ërgk su`clcgftg pkrk brigfkr ks gflbagfiks= • Gspkèb pkrk gslrctürcb, lba rghcstrbs g lbftrbdgs ig cf`brakè÷gs sberg tbiks ks bpgrkè÷gs g aktgrckcs gxpgicibs g gflbagfiks ibs ldcgftgs= • Ërgk su`clcgftg pkrk gstklcbfkagftb g akfberk ibs vgáludbs= • Ërgk lba iblks kigqukiks pkrk `klcdctkr b lkrrghkagftb ibs vgáludbs= • @duxb ig aktgrckcs dcfgkr gftrg bs vgáludbs, zbfk ig brigfkèìb ig agrlkibrck g ërgks ig krakzgfkhga= • @duxb lbftáfub sga pkrkhgfs (lbfhgstcbfkagftbs) gxlgsscvks= • Ërgk lbflgftrkik ig bpgrkè÷gs, qug acfcaczg k abvcagftkèìb ig aktgrckcs g kuagftg k g`clcîflck ik supgrvcsìb= • Bpgrkè÷gs sghurks= • Acfcaczkèìb ig gstrkhbs= • @klcdcikig ig dcapgzk.
Zrcflápcbs ik Gxpgicèìb Wa krakzãa, icvcicib ga trîs pkrtgs eësclks, lbaprggfigrck> dblkd pkrk rglgegr, dblkd pkrk pk rk kr krak akzg zgfk fkrr g db dblk lkdd pk pkrk rk gx gxpg pgic icrr. Zk Zkrk rk lk lkik ik ua igstgs lbapkrtcagftbs, gxcstga fbraks g rghrks aáfcaks pkrk akcbr g`clcîflck fks bpgrkè÷gs. Fb lksb ik gxpgicèìb, kdhufs prblgicagftbs sìb lbfscigrkibs ebks prëtclks ig bpgrkè÷gs. B bengtcvb prcflcpkd igstks prëtclks ã scapdc`clkr b `duxb ig aktgrckcs k sgrga igspklokibs g hkrkftcr qug, ktrkvãs ib aáfcab trkekdob, bs rgqucsctbs sgnka sktcs`gctbs. Pkabs lbfoglgr kdhuaks prëtclks> ;. \gdglcbfkr \gdglcbfkr ufcikigs ufc ikigs ig abvcagftkabvca gftkèìb, ig klbrib klbrib lba b lustb g gspkèb> gspkèb>
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• Gxpgicèìb ig krtchbs kvudsbs> tkeudgcrbs gapcdoëvgcs bu rgektávgcs g lkcxks ig lkrtìb. Fgstg tcpb ig agrlkibrck igvg-sg rgvgr gxchîflcks sberg fávgd ig dcapgzk ib prbiutb, capkltb kaecgftkd g lcldb ig vcik ib prbiutb g lustb cfclckd ig krakzgfkhga. 5. Gdcacfkr Gdcacfkr kvkrcks fbs prb iutbs> • Khrupkr g lbdblkr krtchbs kvudsbs ga lkcxks> be betãa tãa-sg -sg ua uak k lk lkrhk rhk uf ufctë ctërck rck pk pkrk rk ab abvgr vgr bs akt aktgrc grckcs kcs.. Akt Aktgrc grckcs kcs þtg þtgcs cs fgs fgstg tg prb prblg lgica icagf gftb> tb> pdëstclbs lba ebdoks, nbrfkd g kdab`kiks ig kr. • Khru Khrupkr pkr g klbficlcb klbficlcbfkr fkr lkcxks sbdt sbdtks ks ga pkdgtgs> gaerudokr ks lkcxks fb pkdgtg lba pdëstclb ráhcib, bu lba lcftks ig vërcks qukdcikigs. • Khrupkr g klbficlcbfkr pkdgtgs sbdtbs fbs lkacfo÷gs> utcdczkr pdklks ig gspuak g akigcrk, lbab gdgagftbs ig `cxkèìb ibs pkdktgs sbdtbs.
Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
Gestão Comercial - Módulo 3 -
• Gdcacfkr prgpkrkèìb g lkrrghkr icrgtkagftg bs lkacfo÷gs> k tkrg`k ik gxpgicèìb, qug usk akcs aìb-ig-berk g gspkèb, ã k prgpkrkèìb. @klcdctkr k lkrhk icrgtk ibs pkdgtgs, lba b usb ig gapcdokigcrks, pkrk rgtcrkr ks pkdgtgs ib krakzãa g lkrrghkr bs vgáludbs icrgtkagftg, pbig gdcacfkr k prgpkrkèìb. • Cfstruè÷gs kbs lbfiutbrgs sberg bs pgrlursbs> k hgstìb ik gxpgicèìb g ibs lbfiutbrgs ibs vgáludbs pbig sgr agdobrkik, lba b `brfglcagftb ig sakrt-lkris ig sakrt-lkris kbs kbs lbfiutbrgs g pbftbs ig klgssb bf-dcfg bf-dcfg,, sberg b gstkib ik gflbagfik g icspbfcecdcikig ig klgssb kbs lkcs. Gdcacfk-sg eurblrklck g hkfok-sg tgapb. • Zrktgdgcrks> uskr Zrktgdgcrks> uskr prktgdgcrks acfcaczk fglgsscikig ig ërgks pkrk prgpkrkèìb ik gxpgicèìb. \g `br fglgssërcb prgpkrkr k lkrhk, ks fglgsscikigs ig ërgk pbiga sgr acfcaczkiks `kzgfib k prgpkrkèìb ga prktgdgcrks.
Kudd k 5 Ku
;. K rglgpèìb ig agrlkibrcks fb krakzãa bengtcvk kssghurkr qug b `brfglgibr gftrghbu ;. K b prbiutb lgrtb, ga ebks lbficè÷gs, fks qukftcikigs lgrtks g fb abagftb lgrtb. K k`crakèìb gstë= (
) Grrkik
(
) Lbrrgtk
5. \MW 5. \MW - \tblm - \tblm Mggpcfh Wfct ã Wfct ã ua tgrab tãlfclb, qug schfc`clk> k. ( ) ufciki ufcikig g ig akfu akfutgfèì tgfèìb b ig gstbq gstbqug. ug. e. ( ) cfv cfvgft gftërc ërcb b pgr pgrakf akfgft gftg. g. l. ( ) mk mkri rigx gx.. i. ( ) kdab kdabxk xkrc rc`k `kib ib..
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Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
9. K hgstìb ik gxpgicèìb g ibs lbfiutbrgs ibs vgáludbs pbig sgr agdobrkik, lba b `br9. K fglcagftb ig sakrt-lkris ig sakrt-lkris kbs kbs lbfiutbrgs g pbftbs ig klgssb bf-dcfg bf-dcfg,, sberg b gstkib ik gflbagfik g icspbfcecdcikig ig klgssb kbs lkcs. Gdcacfk-sg eurblrklck g hkfok-sg tgapb. Gstk prëtclk pbig sgr rgsuacik lbab> k. ( e. ( l. ( i. (
) khrupkr khrupkr g lbdblk lbdblkrr krtchbs krtchbs kvuds kvudsbs bs ga lkcxks lkcxks.. ) cfstruè÷ cfstruè÷gs gs kbs kbs lbfiu lbfiutbrgs tbrgs sberg bs pgrlur pgrlursbs. sbs. ) khrupkr khrupkr g klbf klbficlcb iclcbfkr fkr pkdgtgs pkdgtgs sbdtb sbdtbss fbs lkacf lkacfo÷gs o÷gs.. ) gdcacfkr gdcacfkr prgpkr prgpkrkèìb kèìb g lkrrghkr lkrrghkr icrgtk icrgtkagftg agftg bs lkacfo lkacfo÷gs. ÷gs.
;- Ig klbrib lba k Dbhástclk, k khcdcikig fks bpgrkè÷gs igpgfig ib tgapb ig rgkdczkèìb iks tkrg`ks= dbhb ks icståflcks pgrlbrrciks g b tgapb ig abvcagftkèìb pkrk b `duxb ig agrlkibrcks hgrka rgiuèìb ig lustbs. Zbr cssb qug ua dkybut dkybut ig ig krakzãa cf`dugflck fk abvcagftkèìb g fbs lustbs. Zgfskfib sberg cssb, igsgfog ks trîs `braks ig `duxbs ig aktgrckd pkrk krakzãa. U>
5- K gaprgsk CWE CWE Krakzãa Dtik Dtik gstë lbfstrucfib lbfstrucfib ua krakzãa krakzãa ga ua tgrrgfb tgrrgfb ig gsqucfk, gsqucfk, lba iuks gftrkiks cfigpgfigftgs ga ruks ic`grgftgs. Gxpdcqug qukd b agdobr abigdb ig krakzãa pkrk lbfstruár, kdckfib khcdcikig fb `duxb ig aktgrckcs g rgiuèìb fbs lustbs.
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Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
Gestão Comercial - Módulo 3 -
Ugspbstks KWDK KWD K; ;. —\uprca —\uprcagft gftb b ã tbi tbib b g quk qukdqu dqugr gr ctg ctga a sb sbe e k hgs hgstìb tìb dbh dbhást ástclk clk>> RR RRRRR RRRRRR RRRRRR RRRRRR RRRR, R, RRRRRRRRRRRRRRR, RRRRRRRRRRRRR RR, RRRRRRRRRRRR RRRRRRRRRRRRRRR RRR g RRRRRRRRRRRRRR RRRRRRRRRRRRRRR. R. Ksscfkdg k kdtgrfktcvk qug prggflog ks dklufks> k. ( ) gaekdkh gaekdkhga, ga, rbtgcr rbtgcrczkèì czkèìb, b, prblgs prblgsskagf skagftb, tb, trkfsp trkfspbrtg brtg e. ( ) krakzgf krakzgfkhga, khga, igscf igscf`glè `glèìb, ìb, rgprbl rgprblgssk gsskagftb agftb,, trkfspb trkfspbrtg rtg l. ( ) krakzgf krakzgfkhga, khga, abvca abvcagftkè gftkèìb, ìb, gapkl gapklbtkag btkagftb, ftb, trkfs trkfspbrtg pbrtg i. ( x ( x ) ) krakzgfkhga, abvcagftkèìb, prblgsskagftb, trkfspbrtg <. —Gspkèb `ásclb ga qug sg igpbsctka aktãrcks-prcaks, prbiutbs sgacklkekibs bu klk<. —Gspkèb ekibs, ê gspgrk ig sgrga trkfs`grcibs kb sghucftg lcldb ik lkigck, b qukd pbigrë sgr prbiuèìb bu icstrceucèìb.‑ Ygabs kquc b lbflgctb ig> k. ( ) rg rglg lgpè pèìb ìb.. e. ( x ( x ) ) krakzãa. l. ( ) kd kdab abxk xkrc rc`k `kib ib.. i. ( ) pët ëtcb cb.. <. Ksscfkdg kpgfks ks kdtgrfktcvks qug lbrrgspbfika k igsvkftkhgfs igsvkftkhgfs gxcstgftgs gxcstgftgs fk kiacfcstrkèìb ig krakzãfs. Ga sghucik, akrqug k kdtgrfktcvk lbrrgtk. C. ( x ( x ) ) K krakzgfkhga rgqugr sgrvcèbs kiacfcstrktcvbs. CC. ( x ( x ) ) Ctgfs krakzgfkibs fìb hgrka rgtbrfb, gfqukftb fìb `brga prblgsskibs. CCC. ( ) Agdob Agdobrr kprbv kprbvgctkag gctkagftb ftb ib gspk gspkèb. èb. CP.. ( ) Ugiuèìb CP Ugiuèìb ibs ibs lustbs lustbs ig abvca abvcagftkè gftkè÷gs ÷gs g ibs ibs gstbqug gstbqugs. s. P. ( x ( x ) ) Krakzgfkr rgqugr k utcdczkèìb utcdczkèìb ig rglcftbs rglcftbs prüprcbs bu kduhkibs qug hgrka lustbs. ( ) C - CC - CCC ( ) CC - CCC - P ( x x ) ) C - CC - P ( ) C - CP - P
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7. Ks lkrk 7. Ks lkrkltgr ltgrástc ástclks lks `áscl `ásclks ks ibs aktg aktgrckcs rckcs gxgr gxgrlga lga cf`du cf`duîfl îflck ck fks igl iglcs÷g cs÷gss ig krak krakzgfk zgfkhga. hga. Ksscfkdg k kdtgrfktcvk qug kprgsgftk k ldkssc`clkèìb gstuikik ig aktgrckcs, sbe gstg kspgltb> k. ( ) aktgrckcs aktgrckcs icspgrsb icspgrsbs, s, aktgrckcs aktgrckcs ig pkpgd, pkpgd, pdëstcl pdëstclbs bs g prbiutbs prbiutbs hksbsb hksbsbs. s. e. ( ) aktgrckcs aktgrckcs icvgrsbs icvgrsbs,, aktgrckcs aktgrckcs vbdëtgcs vbdëtgcs,, prbiutbs prbiutbs südcibs südcibs g prbiutb prbiutbss hksbsbs. hksbsbs. l. ( ) aktgrckcs aktgrckcs icvg icvgrsbs, rsbs, prbiu prbiutbs tbs oáercib oáercibss g prbiut prbiutbs bs hksbsb hksbsbs. s. i. ( x ( x ) ) aktgrckcs icvgrsbs, icvgrsbs, aktgrckcs k hrkfgd, prbiutbs prbiutbs dáqucibs g prbiutbs hksbsbs. hksbsbs. 0. Zkrk ua eba icagfscbfkagftb g brhkfczkèìb ibs gspkèbs `ásclbs pkrk krakzãfs, ã fg0. Zkrk lgssërcb agicr k lkpklcikig fbacfkd, qug ã b lëdludb ib> k. ( x ( x ) ) lbaprcagftb audtcpdclkib pgdk dkrhurk g pgdb pã-icrgctb. e. ( ) kdturk kdturk icvcici icvcicik k pgdk pgdk dkrhurk dkrhurk,, autcpdclk autcpdclkib ib pbr pbr ibcs. ibcs. l. ( ) sbak sbak ib luaprc luaprcagftb agftb,, pã icrgct icrgctb b g dkrhu dkrhurk. rk. i. ( ) lkpklcik lkpklcikig ig ig ig rgscstî rgscstîflck flck audtcp audtcpdclki dclkik k pbr pbr ibcs. ibcs. 8. [ukfib ibs gstuibs sberg cfstkdkè÷gs pkrk krakzgfkhga ig prbiutbs dgvgs, lbfog8. [ukfib lgabs k gstkftg `dbw-rklm gstkftg `dbw-rklm.. Ksscfkdg k kdtgrfktcvk qug agflcbfk agflcbfk kdhuaks ig suks lkrkltgrástclks> lkrkltgrástclks> k. ( ) Ggstkftg Ggstkftg gstët gstëtclk, clk, pkdgtg pkdgtgss `cxbs, `cxbs, lba lba dgvg dgvg cfldcfkè cfldcfkèìb. ìb. e. ( x ( x ) ) Gstruturk ga pdkfb cfldcfkib lba trcdobs g rbiázcbs. l. ( ) Gstkftg Gstkftg icfåac icfåaclk, lk, pkdgtg pkdgtgss `cxbs, `cxbs, lba lba dgvg dgvg cfldcfkè cfldcfkèìb. ìb. i. ( ) Gstkftg Gstkftg gstëtclk, gstëtclk, pkdgtg pkdgtgss lbdblkibs lbdblkibs ga trcdobs, trcdobs, sga sga cfldcfkèì cfldcfkèìb. b. ?. —... ã uak dcstk ig tbibs bs aktgrckcs, egfs bu prbiutbs, icspbfávgcs ga gstbqug, pkrk ?. —... vgfik fb prblgssb fbrakd ig ua fghülcb, bu pkrk sgrga utcdczkibs fk `kerclkèìb ig prbiutbs lbagrlckdczkibs pgdk gaprgsk.‑ Gstg lbflgctb rg`grg-sg kb> k. ( ) `c`clo loër ërcb cb.. e. ( x ( x ) ) cfvgftërcb. l. ( ) mk mkri rigx gx.. i. ( ) kd kdab abxk xkrc rc`k `kib ib..
KWDK KWD K5 ;. K rglgpèìb ig agrlkibrcks fb krakzãa bengtcvk kssghurkr qug b `brfglgibr gftrghbu ;. K b prbiutb lgrtb, ga ebks lbficè÷gs, fks qukftcikigs lgrtks g fb abagftb lgrtb. K k`crakèìb gstë> (
) Grrkik
( x x ) ) Lbrrgtk
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Gestão Comercial - Módulo 3 -
<. Fk kfëdcsg ibs prcflápcbs ik rglgpèìb ig aktgrckcs, oë k pbsscecdcikig ib bpgrkibr —fìb <. Fk rglgegr‑ agrlkibrcks. Ksscfkdg k nustc`clktcvk pkrk gstk iglcsìb. k. ( ) Ibluagftb Ibluagftbss bu cf`brakè cf`brakè÷gs ÷gs ichctkcs ichctkcs,, pkrk cigftc cigftc`clkè `clkèìb ìb ib prbiut prbiutb. b. e. ( x ( x ) ) Gftrghk icrgtk ib `brfglgibr kb ldcgftg, sga krakzãa cftgragicërcb. l. ( ) Uëpcik Uëpcik bpgrkèìb bpgrkèìb ig abvcag abvcagftkèì ftkèìb b ig prbiutbs prbiutbs klkeki klkekibs bs pkrk gxpg gxpgicèìb icèìb.. i. ( ) Zbftbs Zbftbs ig ig krakzg krakzgfkagf fkagftb tb pkrk pkrk rglgeg rglgegrr b aktgr aktgrckd. ckd. 9. K hgstìb ik gxpgicèìb g ibs lbfiutbrgs ibs vgáludbs pbig sgr agdobrkik, lba b `br9. K fglcagftb ig sakrt-lkris ig sakrt-lkris kbs kbs lbfiutbrgs g pbftbs ig klgssb bf-dcfg klgssb bf-dcfg,, sberg b gstkib ik gflbagfik g icspbfcecdcikig ig klgssb kbs lkcs. Gdcacfk-sg eurblrklck g hkfok-sg tgapb. Gstk prëtclk pbig sgr rgiuacik lbab> k. ( ) khrupkr khrupkr g lbdblkr lbdblkr krtchb krtchbss kvudsb kvudsbss ga lkcx lkcxks. ks. e. ( x ( x ) ) cfstruè÷gs kbs lbfiutbrgs sberg bs pgrlursbs. l. ( ) khrupkr khrupkr g klbf klbficlcb iclcbfkr fkr pkdgtg pkdgtgss sbdtbs sbdtbs fbs fbs lkacfo÷ lkacfo÷gs. gs. i. ( ) gdcacfkr gdcacfkr prgpkr prgpkrkèìb kèìb g lkrrghkr lkrrghkr icrgtk icrgtkagftg agftg bs lkacfo÷ lkacfo÷gs. gs.
Ugspbstk
KWDK KWD K; Ugdklcbfg bs prbiutbs lctkibs kb tcpb ig cfstkdkèìb cftgrfk akcs kigqukib pkrk sgu krakzgfkagftb, fuagrkfib-bs lbrrgtkagftg. ( < < ) ) Dáqucibs fìb pgrchbsbs ( 9 9 ) ) Hrìbs g lgrgkcs ga hgrkd ( ; ; ) ) Aktgrckcs utcdczkibs fb prblgssb ig prbiuèìb ( 7 7 ) ) Dáqucibs pgrchbsbs ( 5 5 ) ) Aktgrckcs klkekibs g pkrk lbfsuab
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Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
KWDK KWD K5 ;. Ig klbrib lba k Dbhástclk, k khcdcikig fks bpgrkè÷gs igpgfig ib tgapb ig rgkdczkèìb ;. Ig iks tkrg`ks= dbhb, ks icståflcks pgrlbrrciks g b tgapb ig abvcagftkèìb pkrk b `duxb ig agrlkibrcks hgrka rgiuèìb ig lustbs. Zbr cssb qug ua dkybut dkybut ig ig krakzãa cf`dugflck fk abvcagftkèìb g fbs lustbs. Zgfskfib sberg cssb, igsgfog ks trîs `braks ig `duxbs ig aktgrckd pkrk krakzãa.
@duxb ig Aktgrckcs ga `brak ig —W‑
G\YB[WG
Uglgecagftb
@duxb ig Aktgrckcs ga `brak ig —D‑
Gxpgicèìb
@duxb ig Aktgrckcs ga `brak ig —C‑ Gxpgicèìb
G\YB[WG
Gxpgicèìb
G\YB[WG
Uglgecagftb Uglgecagftb
5. K gaprgsk CWE Krakzãa Dtik gstë 5. K gstë lbfstrucfib ua krakzãa krakzãa ga ua tgrrgfb ig gsqucfk, gsqucfk, lba iuks gftrkiks cfigpgfigftgs ga ruks ic`grgftgs. Gxpdcqug qukd b agdobr abigdb ig kr-
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Gestão Comercial - Módulo 3 -
IC\YUCEWCÈÌB G YUKF\ZBUYG
Gstg aüiudb tga b bengtcvb ig kfkdcskr bs `ktbrgs qug k`gtka ks ktcvcikigs ig icstrce icstrceucèìb ucèìb g trkfsp trkfspbrtg, brtg, cigftc`clkfib cigftc`clkfib ks agdobrgs prëtclks gxcstgftgs= gxcstgftgs= kvkdckr bs prblgssbs g agcbs ig icstrceucèìb g trkfspbrtg, prgblupkfib-sg lba bs prkzbs gstcpudkibs g sbdulcbfkfib ks pbssávgcs lbftcfhîflcks. K Kudk ; `kdk sberg k kapdctuig iks bpgrkè÷gs rgdklcbfkiks ê Icstrceucèìb @ásclk g suk rgdgvåflck fk lkigck ig suprcagftbs. @kz, tkaeãa, uak kfëdcsg ibs abikcs ig trkfspbrtgs, lctkfib ks vkftkhgfs g igsvkftkhgfs ig lkik ua. Fk Kudk 5, kprgfig-sg kprgfig-sg qug, qug, pkrk sg betgr îxctb îxctb fks bpgrkè÷gs bpgrkè÷gs ig icstrceucèìb, icstrceucèìb, bs prgstkibrgs dbhástclbs prglcska gxgrlgr lbftrbdg bu abfctbrkr ks vkrcëvgcs qug cftgr`grga ga ua prblgssb ig icstrceucèìb `ásclk. Gstk kudk kebrik bs \cstgaks ig Icstrceucèìb, lustbs, `rbtks g rbtgcrczkèìb g igakcs `ktbrgs qug cftgr`grga fks
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Ebdsìb> Ërgk, fuak lcikig, rgsgrvkik gxlduscvkagftg pkrk lcrludkèìb g gstklcbEbdsìb> Ërgk, fkagftb ig vgáludbs. Lkebtkhga> Fkvghkèìb Lkebtkhga> Fkvghkèìb lbstgcrk. Lkacfoìb-tblb> Lkacfoìb, Lkacfoìb-tblb> Lkacfoìb, lba lkrrbèkrck agfbr qug lkrrghk agfbs pgsb, fgYrulmkib tga lkrrbèkrck akcbr g prglcsk ig lgssctkfib kpgfks ig ua gcxb. B lkacfoìb B lkacfoìb Yrulmkib tga akcs ua gcxb (lkrrghk akcs pgsb). Fk vgrsìb —tblb‑, ua ibs gcxbs gstë kekcxb ik lkecfg g fb trulkib fìb - gstë fk agtkig trksgcrk. Lbftîcfgr> Lkcxk Lbftîcfgr> Lkcxk ig kèb, kduaáfcb bu `cerk, pkrk b trkfspbrtg ufctczkib ig agrlkibrcks g su`clcgftgagftg `brtg pkrk rgscstcr kb usb lbfstkftg. B lbftîcfgr ã cigftc`clkib lba akrlks ib prbprcgtërcb g dblkd ig rghcstrb, fþagrb, tkakfob, tcpb, ega lbab ig`cfcèìb ig gspkèb g pgsb aëxcab qug pbig lbapbrtkr gtl. Glbfback ig gslkdk> Brhkfczk gslkdk> Brhkfczk b prblgssb dbhástclb, pkrk qug sg kdlkflg k aëxcak utcdczkèìb ibs `ktbrgs prbiutcvbs gfvbdvcibs fb prblgssb, euslkfib ekcxbs lustbs g vkdbr khrghkib fb fávgd ig sgrvcèb. Gstcvk> \grvcèb Gstcvk> \grvcèb ig lkrhk g igslkrhk ig fkvcbs= brhkfczkèìb ik lkrhk. Hrke> Gqucpkagftb ibtkib ig iuks bu akcs hkrrks qug, lba kuxádcb ig ua hucfikstg, lkrrghk g igslkrrghk hrkfãcs südcibs iks gaekrlkè÷gs. Dcaátrb`g> [ug Dcaátrb`g> [ug `kz dcactg lba= `rbftgcrk lba. Abghk> Igpüsctb Abghk> Igpüsctb ig hrìbs= krakzãa bfig sg hukrika agrlkibrcks pkrk gaekrqug fb lkcs. Bdchbpbdczkib> Ib Bdchbpbdczkib> Ib vgreb bdchbpbdczkr, `kzgr bdchbpüdcb= scstgak ig agrlkib lkrkltgrczkib pgdb fþagrb rgiuzcib ig prbiutbrgs bu vgfigibrgs qug lbftrbdka prgèb g qukftcikig ik b`grtk. Butebufi dbhcstcls> Gxprgssìb ig brchga cfhdgsk qug schfc`clk ga trkiuèìb dcvrg> —bpgrkè÷gs dbhástclks `brk iks `rbftgcrks ik ik gaprgsk‑. Zkydbki > Lkrhk þtcd. \prcftgr > Pgáludb tcpb `urhìb lbagrlckd dgvg, pkrk trkfspbrtg ig lkrhks dgvgs g pksskhgcrbs.
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KWDK ; IC\YUCEWCÈÌB @Á\CLK
@duxb ib @kturkagftb iks Gaprgsks
Gestão Comercial - Módulo 4 -
Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
Gestão Comercial - Módulo 3 -
prbiutbr, ua icstrceucibr vkrgncstk g b lbfsuacibr. Aks, lbab në gstuikabs fks kudks kftgrcbrgs, vërcks sìb ks kdtgrfktcvks ig lkfkcs ig icstrceucèìb, bs qukcs igvga sgr iglcicibs gstrktghclkagftg, ig lbf`bracikig lba bs cftgrgssgs ig quga prbiuz, kdcfokibs lba rglursbs lur sbs,, ics icspb pbfce fcecdci cdcikig kig ig lkf lkfkcs kcs g but butrbs rbs cfvgstcagftbs. Iglcic Igl cicib ibss quk qukcs cs sg sgrck rcka a gst gstgs gs lkf lkfkcs kcs,, pkrk icstrceucèìb g vgfik iks b`grtks ik brhkfczkèìb, oë ig sg vbdtkr ês gstrktãhcks pkrk ua gdb capbrtkftásscab ik lkigck, k icstrceucèìb `ásclk, qug ã b prblgssb dbhástclb qug abvcagftk k b`grtk ktã b lkfkd sgdglcbfkib.
Bengtcvb Hgrkd g Lbficlcbfkftgs ik Icstrceucèìb @ásclk —Dgvkr bs prbiutbs lgrtbs, pkrk bs duhkrgs lgrtbs, fb abagftb lgrtb g lba b fávgd ig sgrvcèb igsgnkib, pgdb agfbr lustb pbssávgd‑ ã b bengtcvb hgrkd ik icstrceucèìb `ásclk. Gstk k`crakèìb, k`crakèìb, prgsg prgsgftg ftg fb dcvrb Dbhás-
Lbflgctb ig Icstrceucèìb
tclk g Hgrgflckagftb ik Lkigck ig Icstrceucèìb, ib prb`gssbr Kftbfcb Hkdvìb Fbvkgs,
Icstrceucèìb, icstrceucèìb `ásclk, dbhástclk ig skáik bu butebufi dbhcstcls rg`grgasg ês bpgrkè÷gs ibs `duxbs ig prbiutbs klkekibs, igsig suk krakzgfkhga, ktã b abagftb ga qug sìb gftrghugs kbs ldcgftgs, ga ktgficagftb k sgus pgicibs bu lbftrktbs ig `brfglcagftb lbftáfub.
gvcigflck bs `ktbrgs prgpbfigrkftgs pkrk b îxctb igstg prblgssb>
Gstk ig`cfcèìb ik gqucpg ig gspglckdcstks ik @ufikèìb Hgtþdcb Pkrhks, fk berk Hgstìb ig Dbhástclk, Icstrceucèìb g Yrkig Akrmgtcfh, igcxk ldkrk k kapdctuig ig bpgrkè÷gs qug gstìb ktrgdkiks ê icstrceucèìb, cflducfib sctukè÷gs pgrtcfgftgs ê icstrceucèìb pkrk cftgragicërcbs, bs qukcs tîa lbftrktb lba ldcgftgs pgssbk pgs sbkss `ás `ásclk clkss (lb (lbfsu fsuaci acibrg brgs) s) g tka tkaeãa eãa
;. Abvcagftkèìb lbrrgtk= 5. Dblkcs ega ig`cfcibs= <. Ygapb btcaczkib= 9. \grvcèb lba vkdbr khrghkib= 7. Lustbs btcaczkibs. B igsk`cb ã gxktkagftg akftgr lustbs rgiuzcibs g sgrvcèbs lkik vgz agdobrgs. Zkrk agdobrck ib fávgd ig sgrvcèbs dbhástclbs, ks Z\D\ - Zrgstkibrks ig \grvcèbs Dbhástclbs prglcska `kzgr `kzgr cfvgstcagftbs. Ks agdobrcks fb scstgak capdclka ga cfvgstcagftbs, auctks vgzgs ga tglfbdbhck ik cf`brakèìb, trkfs-
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Lkigck ig Pkdbr ã b lbfnuftb ig ktcvcikigs rgdklcbfkiks, cftgrdchkiks g igsgfvbdvciks pbr uak gaprgsk, k `ca ig sk sktcs tcs`k `kzg zgrr ks fg fglg lgss ssci ciki kigs gs ib ibss ldcgftgs, igsig ks rgdkè÷gs lba `brfglgibrgs, lcldbs ig prbiuèìb g vgfik ktã k `ksg ik icstrceucèìb pkrk b lbfsuacibr `cfkd. K icstrc icstrceucèìb eucèìb `ásclk gfvbdvg bpgrkè÷gs qug sg cfclcka fk skáik ib prbiutb, fb khgftg prbiutbr (`ëerclk), ktã k loghkik igstg kb lbfsuacibr. K gxcstîflck ig cftgragicërcbs ã fbrakd, lbab blbrrg fb gfvcb ibs prbiutbs pkrk b igpüsctb ig ua ktklkicstk, bu kcfik, k abvcagftkèìb pkrk ua Lgftrb ig Icstrceucèìb, qug pbigrë pgrtgflgr k ua khgftg vkrgncstk. Oë sctukè÷gs ga qug b `kerclkftg `kz k gftrghk icrgtkagftg kb vkrgnb. Ks pbsscecdcikigs sìb vkrckiks, sgaprg igpgfigfib ik rgkdcikig ig lkik gaprgsk, sgus cftgragicërcbs, lustbs, qugst÷gs ig cf`rkgstruturk gtl.
Gestão Comercial - Módulo 4 -
Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
hgrkr vkdbr khrghkib, igpgfigfib ig lbab gdk ã pdkfgnkik, g tkaeãa ibs icspbsctcvbs, qug pbsska kuxcdckr b bpgrkibr dbhástclb ga suk acssìb. Gstgs icspbsctcvbs cflduga k kfëdcsg ik agdobr `brak ig icstrceucr g, lba lgrtgzk, b kuxádcb ik tglfbdbhck ik cf`brakèìb.
B Erkscd, lbab fkèìb gagrhgftg, tga tg a sg ig igst stkl klki kib b pg pgdk dk gv gvbd bduè uèìb ìb ga tb tbib ibss bs sgtbrgs ik glbfback. Ga pkásgs qug ktrkvgsska ktrkvg sska pdgfb igsgf igsgfvbdvca vbdvcagftb, gftb, ã fkfkturkd k euslk lbfstkftg pbr cfbvkè÷gs, fks ktcvcikigs ig abvcagftkèìb ik prbiuèìb cfiustrckd ib sgtbr prcaërcb (khrcludt lu dtur urk, k, pg pglu luër ërck ck g gx gxtr trkt ktcv cvcs csab ab)) g tkaeãa iks abvcagftkè÷gs rgkdczkiks pgdb sgtbr ig lbaãrlcb.
Bpgrkibr Dbhástclb \g fbs trkfspusgrabs pkrk uak dbnk ig gdgtrbgdgtrùfclbs, pbr gxgapdb, oë lksbs ga qug qu g fü füs s ag agsa sabs bs dg dgvk vkab abs s b pr prbi biut utb b pk pkrk rk lk lksk sk.. Ga butrbs lksbs, b vkrgncstk prglcsk ig ua bpgrkibr dbhástclb pkrk igspklokr b gdgtrbgdgtrùfclb pkrk fbssk rgsciîflck, igvcib kb pgsb gdgvkib, vbduag hrkfig, bu sg k vgfik `bc rgk-
Kpgskr ibs hrkvgs prbedgaks ig cf`rkgstruturk (prbedgaks fk `brakèìb ig uak kapdk rgig `grrbvcërck), ks bpè÷gs ig trkfspbrtg akrátcab lkrglg ig agdobrcks, gftrg butrks ic`cludikigs. Bs lokakibs —abikcs ig trkfspbrtg‑ sìb kapdkagftg utcdczkibs.
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Lkeg kb khgftg gaekrlkibr k iglcsìb pgrtcfgftg ê agdobr `brak ig trkfspbrtkr b prbiutb, gxcstcfib sgaprg k pbsscecdcikig ig lbaecfkè÷gs icvgrsks.
Lbaecfkè÷gs ig Yrkfspbrtg Cakhcfgab Cakhcf gabs s uak uakgap gaprgs rgsk k `ke `kercl rclkft kftg g ig agiclk ic lkag agft ftbs bs,, sg sgic icki kik k fb cf cftg tgrc rcbr br ib Uc Ucb b ig Nk Nkfg fgcr crb, b, \ìb Nbìb ib Agrctc. Ichkabs qug gstk gaprgsk lbaprg lrcstkcs gspglckcs, pkrtg lbapbfgftg ig sgus kftcecütclbs g, ga pgsqucsk ig `brfglgibrgs ig su supr prca cagf gftb tbs, s, gd gdgh ghgu gu ua uak k `ë `ëer ercl clk k ig igst stk k ak aktã tãrck rck-prcak, fk lcikig ig Dþxbr, fb Ghctb. Fgstg lksb, pbigrë okvgr uak lbaecfkèìb ig trkfspbrtg `grrbvcërcb (Dþxbr/Lkcrb)= rbibvcërcb (Lkcrb/Zbrtb ig Kdgx Kd gxkf kfir irck ck)= )= ak akrá rátc tcak ak (K (Kdg dgxk xkfi firc rck/ k/\g \gpg pgtc tcek ek>> Uc Ucb b ig Nkfgcrb) rbibvcërcb (Gstrkik ig \gpgtcek k \ìb Nbìb Nb ìb ib Ag Agrct rctc). c). Yui uib b css cssb b ã ocp ocpbt btãtc ãtclb lb,, ak aks s lk lkeg egrë rë kbs rgs rgspbf pbfsëv sëvgcs gcs pgd pgdbs bs lus lustbs tbs dbh dbhástc ástclbs lbs,, ig `bra `brak k kfkdátclk, lbftkecdczkr bs lustbs tbtkcs igstk iglcsìb, bu vgrc`clkr k pbsscecdcikig ig rgiuèìb ibs abikcs g cflducr trkfspbrtg kãrgb, b qukd pbigrë, quga qu ga sk skeg eg,, lu lust stkr kr ag agfb fbs s g sg sgrr au auct ctb b ak akcs cs rë rëpc pcib ib..
Fb lgfërcb erkscdgcrb, lbab fìb pbigrck igcxkr ig sgr, k bpèìb pbr rbibvcks blupk dkrhb gspkèb fb trkfspbrtg ig akfu`kturkibs, lbapbfgftgs icvgrsbs, prbiutbs ik khrcludturk g pgluërck. K sghufik bpèìb akcs utcdczkik ã k `grrbvck. B qukirb kekcxb, rg`grgftg ê aktrcz ig trkfspbrtgs ib Erkscd g ib Gstkib ig \ìb Zkudb, cigftc`clk ua igsgqucdáercb gftrg bs ic`grgftgs abikcs, rgvgdkfib k fglgsscikig ig rgkigqukè÷gs, fb tgrrctürcb fklcbfkd, prbabvgfib vgfi b akcb akcbrr lbap lbapgtctcv gtctcvciki cikig g g igsg igsgfvbd fvbdvcvcagftb glbfùaclb pkrk tbiks ks ërgks ib pkás.
Gestão Comercial - Módulo 4 -
Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
Gestão Comercial - Módulo 3 -
Kftgs ig kprb`ufikrabs fbssbs lbfoglcagftbs sberg bs abikcs, prglcskabs dgaerkr qug b trkfspbrtg ig lkrhk, prcflcpkdagftg b rbibvcërcb, pbig sgr rgkdczkib ga iuks sctukè÷gs ig lkrrghkagftb> ;. Dbt Dbtkèì kèìb b Lba Lbapdg pdgtk> tk> lkrrghkagftb lbapdgtb, qukfib b vgáludb trkfspbrtk kpgfks ua dbtg ig igspklob, ig kpgfks ua gaekrlkibr.. Fbs GWK, usk-sg k schdk @YD ( @udd Yrulm lkibr Dbki - Lkacfoìb lba Lkrrghkagftb Logcb). 5. Dbtk Dbtkèìb èìb @rk @rklcbf lcbfkik> kik> fg fgst stg g lk lksb sb,, b gs gs-pkèb icspbfávgd ib vgáludb ã icvcicib lba k lkrh lk rhk k ig ib ibcs cs bu ak akcs cs ga gaek ekrl rlki kibr brgs gs.. Fb Fbss GW GWK, K, usk-sg usk -sg k schdk DYD DYD (Dgss Yokf Yrulm Dbki - Lkacfoìb acf oìb lb lba a Lkr Lkrrgh rghkag kagftb ftb Agf Agfbr/ br/ga ga @rk @rkè÷g è÷gs). s). Zkrk gstks iuks `braks ig trkfspbrtg, ic`grgftgs bpgrkè÷gs sìb rgkdczkiks. Zkrk k lkrhk `rklcbfkik, pbigrgabs tgr ks sghucftgs kè÷gs> • Ugtcrkik ib dbtg k sgr trkfspbrtkib, fb igpüsctb ib ldcgftg= • Abvcagftkèìb ib dbtg, ktã ua lgftrb ig icstrceucèìb dblkd ik trkfspbrtkibrk= • Igslkrrghkagftb, vgrc`clkèìb, rbtudkhga g trckhga iks agrlkibrcks, pkrk bs icvgrsbs igstcfbs= • Yrkfs`gr Yrkfs`grîflck îflck ik agrlkibrc agrlkibrck, k, ktã k lcikig ig igstcfb= • Igslkrrghkagftb, vgrc`clkèìb g trckhga ik agrlkibrck, fbs igstcfbs `cfkcs= • Icstrceucèìb dblkd> gftrghk ik agrlkibrck kb ldcgftg `cfkd. Ga kd kdhu hufs fs lk lksb sbs, s, pb pbig igrìb rìb ok okvg vgrr ak akcs cs bp bpggrkè÷gs, b qug, `ktkdagftg, blkscbfkrë akcs lustbs, tb s, lb lbab ab fb fblk lksb sb ik fg fglg lgss ssci ciki kig g ig pk pkrk rkik ikss ga tgracfkcs tgracfk cs cftgrag cftgragicërcbs icërcbs.. Agsab kssca, k utcdczkèìb èì b ik db dbtkè tkèìb ìb `rk `rklc lcbf bfki kik k tga su suk k nu nustc stc`cl `clkt ktcv cvk> k> • Auctbs ldcgftgs gxchga gftrghks akcs `rgqugftgs (bpgrka lba gstbqugs rgiuzcibs)= • Zudvgrczkèìb ibs pbftbs ig igstcfb fb kapdb tgrrctürcb erkscdgcrb, berchkfib bs trkfspbrtkibrgs k abvcagftkrga dbtgs ig igspk-
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Gestão Comercial - Módulo 4 -
Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
\ctukè÷gs ga qug k trkfspbrtkibrk utcdczk lkrhk lbapdgtk Dbtkèìb lbapdgtk ã akcs lbaua fk abvcagftkèìb gftrg uak `ëerclk g ua lgftrb ig icstrceucèìb, qug pbig sgr ig tgrlgcrbs bu prüprcb.
Lgftrb ig icstrceucèìb prüprcb Lbab kl Lbab klbf bftg tglg lg lb lba a k Pbd bdms mswk wkhg hgf f ib Er Erkkscdd g sgu Lg sc Lgf ftr trb b ig Ic Ics str trce ceu ucè cèìb ìb - PX Zkr krts ts & Kllgss lg ssbrc brcgs gs Lg Lgftg ftgrr (Z (ZKL KL), ), lg lgftr ftrb b ig ics icstrc trceu eucèì cèìb b ig pgèks g klgssürcbs dblkdczkib fk lcikig ig Pcfog fo gib, k 80 ma ig lkp kpct ctk kd ig \ì \ìb b Zk Zku udb db,, ks bpgrkè÷gs pbsscecdctka k krakzgfkhga ig ;;: acd ctgf ct gfs s ib lk lktë tëdb dbhb hb ig pg pgèk èks s g kl klgs gssü sürc rcbs bs ib Hrupb PX fb Erkscd, `klcdctkfib b prblgssb ig kekstglcagftb ik rgig ig 0:: lbflgsscbfërcks ig kutbaüvgcs iks akrlks PX, Kuic g \gkt, kdãa iks ;;: rgvgfiks ig lkacfo÷gs g ùfceus PX ga tb tbib ib b pk pkás ás.. B lg lgft ftrb rb ig ic icst strc rceu eucè cèìb ìb gs gstë të lkpklctkib pkrk rglgegr ickrckagftg ig 9: k 7: lkacfo÷gs lkacf o÷gs (trkfs (trkfspbrtkf pbrtkfib ib kprbx kprbxcaki cakikagft kagftg g 07: ctgfs) lba pgèks g klgssürcbs brchcfkcs, vcfiks ig `br `brfgl fglgi gibrg brgs s icv icvgrs grsbs bs,, g gfl gflkac kacfo fok k ;? lk lkacacfo÷gs pbr ick pkrk k rgig ig icstrceucèìb.
Lbab pbigabs besgrvkr fb gxgapdb, ã pdgfkagftg nustc`clëvgd k dbtkèìb lbapdgtk, pbcs, fgstg lksb, ks qukftcikigs trkfspbrtkiks sìb akcbrgs, b qug tbrfk fglgssërcb b lkrrghkag rgh kagftb ftb lb lbapd apdgtb gtb ibs vgá vgálud ludbs. bs. Ygab gabss vgáludbs akcbrgs, lba lustb akcs ekcxb pbr ufcikig ufcik ig trkfspbrtki trkfspbrtkik, k, akcbr `klcdcikig `klcdcikig ig krruakr k lkrhk (pbcs ã obabhîfgk) kprbvgctkfib-sg agdobr b gspkèb icspbfávgd g, pbr þdtcab, fìb gxcstga bpgrkè÷gs cftgragicërcks. Fb Erkscd, hrkfig pkrtg ik `rbtk ã ig prb-
@rbtk ig trkfspbrtg prüprck Gxcstga gxlgè÷gs, ga qug k gaprgsk fìb tgrlgcrczk b trkfspbrtg. Lbab gstrktãhck ig fghülcbs, kssblckik prcflcpkdagftg prcflcpkdagftg kb akrmgtcfh ig `cigdczkèìb ig ldcgftgs, k Lksks Ekock, trkiclcbfkd brhkfczkèìb ib agrlkib vkrgncstk, tga suk prüprck `rbtk, sgfib rbtudkik lbab ua ibs akcbrgs lbaprkibrgs ig lkacfo÷gs ib Erkscd. \ghufib sgu sctg, ‑pkrk hkrkftcr k gftrghk ibs prbiutbs kbs ldcgftgs fb prkzb aëxcab ig ktã 9? obrks, k Lksks Ekock fìb tgrlgcrczk suk `rbtk. K rgig lbftk lba 5.835 vgáludbs pgskibs prüprcbs qug, ga 5::?, pgrlbrrgrka ;<: acdo÷gs ig qucdùagtrbs, b gqucvkdgftg k <.550 vbdtks kb rgibr ik tgrrk, lba uak aãick agfskd ig ;,5 acdoìb ig gftrghks‑. K dbhástclk klkek luaprcfib uak gtkpk capbrtkftg fk `cigdczkèìb ib ldcgftg. \kaugd Mdgcf, `ufikibr ik rgig, `bc g kcfik ã lrctclkib pbr akftgr uak `rbtk prüprck pkrk gftrghks, aks ã `cra `c rag g ga sg sgus us pr prbp bpüs üsct ctbs bs ik ak akfu futg tgfè fèìb ìb igstk `rbtk, lba `uflcbfërcbs ig suk gaprgsk gftrghkfib bs prbiutbs.
Abikd Ubibvcërcb Yrkfspbrtg rbibvcërcb ã kqugdg rgkdczkib ga gs gstr trki kiks ks ig rb rbik ikhg hga, a, lb lba a ut utcdcdcz czkè kèìb ìb ig vg vgááludbs lbab lkacfo÷gs g lkrrgtks, igftrb ib pkás, pk ás, bu cf cftgr tgrfk fklc lcbf bfkd, kd, ke kerkf rkfhg hgfi fib b ib ibcs cs bu akc akcss pkásgs. Fb pdkfb cftgrfklcbfkd, ã ua abikd utcdczkib, fbrakdagftg, pkrk g`gtukr trkfspbrtg gftrg pkásgs dcaátrb`gs, pbigfib blbrrgr gftrg pkásgs qug fìb `kèka `rbftgcrks gftrg sc.
Lkrkltgrástclks
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Pkftkhgfs • @dgxcecdcikig= • Akcs ëhcd fb klgssb ês lkrhks= • @klcdcikig fk suestctucèìb ig vgáludbs, fb lksb ig klcigftg bu qugerk= • Cftghrk rghc÷gs, agsab ks akcs k`kstkik tk iks, s, eg ega a lb lbab ab b cf cftg tgrc rcbr br ib ibss pk pkás ásgs gs,, fk ku ku-sîflck sîf lck ig kdt kdtgrf grfktc ktcvks vks ig abi abikcs kcs ics icspb pbfáv fávgcs gcs.. • \capdclcikig ib `uflcbfkagftb> fìb kprgsgftk qukdqugr ic`cludikig g gstë sgaprg icspbfávgd pkrk ktgficagftbs urhgftgs. K `dgxcecd `dgxcecdcikig cikig ib abikd rbibvcër rbibvcërcb cb b`grglg vkftkhgfs ês gaprgsks, sgnka gdks gxpbrtki pbr tkibrk brks, s, cap capbrt brtkib kibrks rks bu kqu kqugdg gdgss qug kpgfks ktuga fb agrlkib cftgrfb> • Pgfiks fk lbficèìb ig gftrghk pbrtk k pbrtk= • Agfbs akfusgcb ik lkrhk> akcs sghurkfèk, në qug b lkacfoìb ã dklrkib fb dblkd ig lkrrghkagftb g kegrtb fb dblkd ig gftrghk= • Ukpcigz fk gftrghk ik lkrhk, ga lurtk icståflck= • B trkfspbrtg vkc ktã k lkrhk, ga vgz ig berchkr b gxpbrtkibr k dgvë-dk ktã gdg= • K lkrhk vkc ktã b capbrtkibr, kb cfvãs ig berchë-db k cr rgtcrë-dk= • Zbsscecdcikig ig utcdczkèìb ig gaekdkhgfs akcs scapdgs g ig agfbr lustb= • Zgèk `ufikagftkd ik audtcabikdcikig g ik cftgrabikdcikig.
Igsvkftkhgfs • @rgtg akcs kdtb, ib qug butrbs abikcs lbflbrrgftgs= • Agfbr lkpklcikig ig lkrhk gftrg tbibs bs abikcs=
Gestão Comercial - Módulo 4 -
Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
Gestão Comercial - Módulo 3 -
Pgáludbs g Lkpklcikigs Fb agcb rbibvcërcb, auctbs sìb bs tcpbs g lkpklcikigs ibs vgáludbs ig trkfspbrtg. K prcflápcb, pbiga trkfspbrtkr qukdqugr tcpb ig lkrhk, igpgfigfib ik vckecdcikig glbfùaclk g ib sgu tkakfob. Besgrvg bs prcflcpkcs vgáludbs utcdczkibs fb trkfspbrtg rbibvcërcb> • Lkacfo÷gs> vgáludbs `cxbs, abfbedblb - uak þfclk pkrtg qug cflbrpbrk k lkecfg, abtb ab tbrr g k uf ufci ciki kig g ig lk lkrh rhk k (l (lkr krrb rblg lgrc rck) k).. Zbiga tgr ibcs bu trîs gcxbs, pbigfib ktcfhcr k lkpklcikig ig lkrhk ( pkydbki), ig ktã 5< tbfgdkiks. Kprgsgftka-sg ga vërcbs abigdbs, pkrk pk rk ic icvg vgrsb rsbss tcp tcpbs bs ig lk lkrhk rhks> s> lk lkrrb rrblg lgrck rck kegrtk, pdktk`brak, ekþ, rg`rchgrkibs gtl. • Lkrrgtks> vgáludbs krtcludkibs, lba ufcikigs ig trkèìb g lkrhk ga aüiudbs sgpkrkibs, rgspgltcvkagftg> lkvkdbs aglåfclbs g sgacrrgebqugs. Bs sgacrrgebqugs sìb gqucpkagftbs qug fìb kprgsgftka qukdqugr gcxb fk ickftgcrk, aks tìb sbagftg fk trksgcrk, igvgfib sgr klbpdkibs kbs lkvkdbs aglåfclbs. Zbiga sgr kegrtbs, ga `brak ig hkcbd hk cbdk, k, pdk pdktk` tk`bra brak, k, ek ekþ, þ, lki lkik k qu qukd kd kpr kprbbprckib k uak igtgracfkik lkrhk. Akcs vgrsëtg tgcs cs qug bs lkac acfo fo÷ ÷gs gs,, pbi big ga sgr igskrtcludkibs ib sgacrrgebqug, pkrk sgrga lkrrghkibs g rglbdocibs pbstgrcbragftg. Gfqukftb cssb, b lkvkdb pbig sgr utcdczkib pkrk trkfspbrtg ig butrbs sgacrrgebqugs. Kssca, uak qukftcikig ig sgacrrgebqugs akcbr ib qug k ig lkvkdbs pbsscecdctk b kuagftb ib fþagrb ig vckhgfs. • Ebbhcgs - Yrkcdgrs - Loksscs> lkrrgtks pdktk`brak pdktk `brak pkrk trkfs trkfspbrtg pbrtg ig lbftî lbftîcfgrg cfgrgs. s. Zbiga lbapbrtkr lbftîcfgrgs ig 5:– g 9:– (vcftg g qukrgftk pãs). • Yrgacfo÷gs> vgáludbs krtcludkibs gspglckcs, lbfstctuáibs pbr lkvkdbs aglåfclbs, sgacrrgebqugs g rgebqugs, bu sgnk, pbssuga trîs pkrtgs. \ìb kigqukibs pkrk trkfs-
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Lkacfo÷gs g lkrrgtks, igpgfigfib ik lkrrblgrck g ib tcpb ib sgacrrgebqug, pbiga trkfspbrtkr lkrhks hgrkcs bu gspglá`clks, lbab hrkfãcs südcibs bu dáqucibs, prbiutbs pgrglávgcs, kfcakcs vcvbs, prbiutbs quáaclbs, lbftîcfgrgs gtl. Fìb sg igvg chfbrkr k kfëdcsg ib icagfscbfkagftb icagfscbfkagf tb g pgsb iks lkrhks, bs qukcs sgrìb lbfnuhkibs tkaeãa fk gslbdok ib tcpb g lkpklcikig ib vgáludb.
Pgnk gnkabs abs kdh kdhuf ufss gxg gxgapd apdbs bs ig pgs pgsb b erutb aëxcab>
Lbab në gstuikib, k akfutgfèìb hgrkd, pfgus g lbaeustávgcs kapdcka ks igspgsks bpgrklcbfkcs pbr gstg tcpb ig abikd, cf`dugflckfib lckfi b fb prgèb `cfkd ib prbiutb b`grglcib b`grglcib kb lbfsuacibr. Oë aufclápcbs ga qug k dghcsdkèìb klkek cftgr`grcfib fgstks iglcs÷gs, lbab blbrrg fk lcikig ig \ìb Zkudb, bfig obuvg
Gestão Comercial - Módulo 4 -
YCZB IG LKUHK
Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
G[WCZ G[W CZKA KAGF GFYB YB KIG KIG[W [WKIB KIB
• rg`r rg`rchgrk chgrkftgs ftgs/egec /egeciks iks • lkacfoìb tcpb scigr • prbi prbiutbs utbs fks lcik lcikigs igs • lkacfoìb-tblb • lk lkrh rhk k k hr hrkf kfgd gd
• lk lkrr rrgt gtk k hr hrkf kfgd gdgc gcrk rk
• aüvgcs
• lkacfoìb-ekþ
• lk lkrh rhks ks dádáqu quci ciks ks
• lk lkac acfo foìb ìb-t -tkf kfqu qug g
• lbftîcfgrg rgss
• lkrrgtk lba lkvkdb aglåfclb
Gestão Comercial - Módulo 3 -
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Gestão Comercial - Módulo 4 -
Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
Gestão Comercial - Módulo 3 -
@rgtgs Ubibvcërcbs
[ukf [u kftb tb kb pk pkhk hkag agft ftb, b, bs `r `rgt gtgs gs pb pbig igrì rìb b sg sgr> r>
K lbapbscèìb ib `rgtg rbibvcërcb ã k sghucftg> `rgtg eësclb - tkrc`k x pgsb ik agrlkibrc ib rck. k. \g k lk lkrh rhk k `b `brr vb vbdu duab absk sk,, pb pbig ig-s -sg g lbfscigrkr b vbduag fb duhkr ib pgsb. Zkhk-sg tkaeãa k tkxk ki vkdbrga, pgrlgftukd lberkib sberg b vkdbr ik agrlkibrck, g b sghurb rbibvcërcb berchktürcb. Gstks tkxks sìb pgrlgftukcs kpdclkibs sberg b prgèb @BE ik agrlkibrck. @cfkdczk-sg lba uak tkxk ig gxpgicgftg. B usuërcb igvg lbfsudtkr k trkfspbrtkibrk pkrk lbfoglgr qukcs ldëusudks ik kpüdclg ig sghurb iìb lbegrturk g qukcs gdg igvg lbapdgagftkr lba suk sghurkibrk. sghurkibrk. Kssca, b `rgtg fb trkfspbrtg rbibvcërcb ã lbapbstb, fbrakdagftg, ik sghucftg akfgcrk>
`rgchot ot prgp prgpkci kci )> k- @r @rgt gtgg pr prãã-pk pkhb hb (`rgch )> pkhb fk brchga, bu sgnk, fk blkscìb ib gaekrqug, pgdb gxpbrtkibr. e- @rgtg k pkhkr (`rgchot lbddglt )> )> pkhb fb igstcfb pgdb capbrtkibr, aks cstb pbigrë blbrrgr ga qukdqugr duhkr.
• @rgtg eësclb> lkdludkib sberg b pgsb (tbfgdkik), vbduag ik agrlkibrck (agtrb lþeclb), ufcikig ig trkfspbrtg (lkrrgtk, lkacfoìb gtl.) bu pgdk icståflck pgrlbrrcik= • Ykxk ki vkdbrga> lkdludkik sberg b vkdbr @BE ik agrlkibrck= @BE - @rgg bf Ebkri > prgèb sga `rgtg cfldusb. Pkrckè÷gs> @BE @ëerclk, ga qug b aktgrckd ã rgtcrkib, g @BE Lcikig, bfig b `brfglgibr lbdblk b aktgrckd ga trkfspbrtkibrk gslbdocik pgdb ldcgftg. • Ykxk ig gxpgicgftg> igspgsks lba gacssìb ig Lbfoglcagftb ig Gaekrqug. Lbfoglcagftb ig gaekrqug ã b ibluagftb gactcib pgdb trkfspbrtkibr, lba tcpb g qukftcikig ig agrlkibrck gaekrlkik, cigftc`clkèìb ib gaekrlkibr gaekrlkibr,, lbfschfktërcb, dblkd ig gaekrqug g igslkrhk,
Yrkfspbrtg Cftgrfklcbfkd> prcflcpkcs ibluagftbs Capbrtkftg dgaerkr qug, pkrk bpgrkr fb trkfspbrtg cftgrfklcbfkd ig lkrhks, k gaprgsk trkfspbrtkibrk igvgrë betgr nuftb ês kutbrcikigs ib pkás, ga qug gstë sbe nurcsicèìb uak kutbrczkèìb igfbacfkik —ibluagftb ig cibdclgfèk k brchcf brchcfërck ërck‑. Gstkr fgcikig‑, qug ã k — dclgfè sbe k nurcsicèìb ig ua pkás schfc`clk tgr b lkpctkd sblckd g lbftrbdg g`gtcvb ik gaprgsk ga aìbs ig lcikiìbs fklcbfkcs. Wak gaprgsk qug gstë sbe nurcsicèìb ib pkás pk ás,, fb qu qukd kd dg dghk hkda dagf gftg tg sg lb lbfs fstctctu tucu cu,, sg sgus us vg vgááludbs, utcdczkibs fb trkfspbrtg, prglcska gstkr rghcstrkibs g tgr sgu ibacládcb rgkd ig klbrib lba ks dgcs igssg pkás. Kpgfks k dclgfèk brchcfërck fë rck fì fìb b dcdceg egrk rk b tr trkf kfsp spbr brtg tg cf cftg tgrf rfkl klcbf cbfkd kd.. K ga ga-prgsk igvg betgr kutbrczkèìb fb pkás kdvb ig suk su k bpg bpgrkè rkèìb. ìb. Yrkt rktk-s k-sg g ik —dc —dclg lgfè fèk k lb lbapd apdgag gagfftkr‑ tk r‑,, qu qug g ig igvg vg sg sgrr sb sbdcdclc lctk tkik ik kt ktã ã ;5 ;5: : ic icks ks kp kpüs üs k lbflgss lbf lgssìb ìb ik dclg dclgfèk fèk brchcfërck brchcfërck.. K dclg dclgfèk fèk lbapdgagftkr igvg sgr lbaprbvkik lbaprbvkik fb IYU IYU ktã <: icks kpüs suk betgfèìb fb pkás ig igstcfb. B fìb luaprcagftb igstk prbvciîflck klkrrgtk b lkflgdkagftb lkflgdka gftb ik dclgfèk brchcfërck. K gf gftrk trkik ik g sk skái áik k ig vg vgál áludb udbss ig lk lkrhk rhk sg iìb iì b pg pgdbs dbs pb pbftb ftbss ig `rb `rbftg ftgcrk crk ok okecd ecdctk ctkibs ibspgd pgdks ks kutbrcik tbr cikigs igs kd`k kd`kfig fighër hërcks cks,, igv igvcib cib ê fgl fglgss gsscik cikig ig ig lbftrbd lbf trbdg g gxg gxgrlc rlcib ib sbe sberg rg bs vgá vgálud ludbs, bs, agr agrlki lkibrc brcks, ks, pgss pg ssbk bkss g bp bpgr grkè kè÷g ÷gss ig lb lbaã aãrlc rlcb b gx gxtg tgrcb rcbrr.
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Abikd @grrbvcërcb K akcbr lkpklcikig ig lkrrghkag lkrrghkagftb ftb tbrfk b trkfspbrtg `grrbvcërcb gxtrgakagftg lbapgtctcvb, fbs qugsctbs lbfsuab ig lbaeustávgd g lustbs bpgrklcbfkcs icrgtbs.
Aks, ã fg Aks, fglg lgss ssërc ërcb b kp kpbf bftkr tkrqu qug g —lu —lust stbs bs `cx `cxbs bs‑‑ pkhb pk hbs, s,ag agsa sab b qu qug g k `g `grr rrbv bvck ckfì fìb b gs gstg tgnk nk sg sgfi fib b ut utc-cdczkik ga suk lkpklcikig aëxcak, lbab k lbfsgrvkèìb ik vck pgrakfgftgagftg g icspbfcecdcikig ig gdgtrc`clkèìb, gdgvka bs lustbs tbtkcs igstg tcpb ig abikd. K qugstìb ib tgapb igvg ig vg sg sgrr ic icsl slut utci cik= k= fb fbra rakd kdag agft ftg g k vc vckh khga ga ig ua trga tr ga ig iglk lkrh rhk k ã dg dgft ftk, k, lb lbap apkr krki kik k lb lba a b ab abik ikdd rb rb-ibvc ib vcër ërcb cb g kg kgrb rbvc vcër ërcb. cb.Ga Ga lk lkik ik gs gstkè tkèìb ìb,, bp bpgrk grkè÷ è÷gs gs icvg ic vgrs rsks ks sì sìb b kl klcb cbfk fkik iks, s, lb lbab ab pb pbrr gx gxga gapd pdb, b, k gs gs-pgrk ik skáik ig butrbs vkh÷gs qug pbrvgfturk gstg gs tgnk nka a be best stru rucf cfib ib k vc vck k `ã `ãrr rrgk gk.. \g k lk lkrh rhk k `b `brr `r `rkklcbfkik, lbab në gstuikabs, k igabrk ã akcbr kcfi kc fik, k, ig igvc vcib ib k tb tbib ib b pr prbl blgs gssb sb ig lb lbf` f`gr grîf îflc lck. k. Akcs ua gftrkvg> fga sgaprg vkh÷gs gspglá`clbs (lbaeustávgcs, `grtcdczkftgs gtl.) vbdtka lkrrg lk rrghk hkib ibss kp kpüs üs b ig igsg sgae aekr krqu qug, g, bl blks kscb cbfk fkfi fib bk `duxb ig vkh÷gs vkzcbs, b qug ã cfigsgnëvgd, pbcs capdclk fb kuagftb ibs lustbs bpgrklcbfkcs g, lbfsgq lbf sgqugf ugftgag tgagftg ftg,, fbs `rgt `rgtgs gs lbe lberki rkibs. bs.
Gestão Comercial - Módulo 4 -
Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
tkiks `clka prgsks ga vkh÷gs-pdktk`brak, kssblckfib k rkpcigz ib trkfspbrtg fks rbibvcks (lkrhk g igslkrhk) g b agfbr lustb ufctërcb ibs trgfs, pkrk dbfhks icståflcks.
Fks icst icståfl åflcks cks pgrl pgrlbrrc brrciks, iks, qukf qukftb tb akcb akcbrgs rgs bs igsdblkagftbs, akcbrgs sgrìb ks vkftkhgfs lbapkr lba pkrktc ktcvk vks, s, ga rgd rgdkè kèìb ìb kb trk trkfsp fspbrt brtg g rbi rbibv bvcëcërcb.. Ga sg trk rcb trktk tkfi fib b ig lu lurtk rtkss ics icståf tåflc lcks ks,, pg pgrig rig-s -sg g vkftkhga, pbcs bs lustbs `cxbs ic`clcdagftg sìb icduáibs ga pgqugfbs igsdblkagftbs. igsdblkagftbs. Zkrk Zk rk ks `gr `grrbv rbvcks cks,, kdt kdtbs bs vb vbdua duags gs ig prb prbiut iutbs bs k hrkfgd (acfãrcbs, hrìbs, `grtcdczkftgs, lbaeustávgcs g hrìbs) klbficlcbfkibs ga vkh÷gs gspglá`clbs, bs qukcs sìb lkrrghkibs g igslkrrghkibs ga tgracfkcs tkaeãa lbfstruáibs gspglckdagftg pkrk pk rk gs gstg tg tctcpb pb ig iglk lkrh rhk, k, tb tbrf rfka kaak akcs cs ëh ëhgc gcss ks bp bpggrkè÷gs rkè ÷gs,, cf` cf`dug dugflc flckfi kfib b fk rgi rgiuèì uèìb b ib ibss lu lustb stbs. s. B trkfspbrtg ig prbiutbs akfu`kturkibs gxchg bpgrkè÷gs ig gaekrqug g igslkrrghkagftb akcs igabrkiks g icspgficbsks, fìb sgfi sg fib b rg rglb lbag agfi fiëv ëvgd gd b us usb b ig vk vkh÷ h÷gs gs ig tr trgf gfs. s.
Pkh÷gs g `grrbvcks prüprcks Fb Erkscd, vërcks gaprgsks pbssuga vkh÷gs g ktã `grrbvcks `grrbvcks prüprcks prüprcks.. K gap gaprgsk rgsk Lkrhcdd Lkrhcdd Khrálbdk Khrá lbdk \/K g k Pkdg - kftc kftchk hk Pkdg ib Ucb Iblg - sì sìb b eb ebfs fs gx gxga gapd pdbs bs.. Ks `g `grr rrbv bvck cks s ki kiac acfc fcst strk rkik iks s pgdk pg dk Pkd kdg g trk trkfs fspb pbrtk rtkrk rka a <: ec ecdo do÷g ÷gs s ig tb tbfg fgdki dkiks ks qucdùagtrb þtcd (YMW) ig lkrhk hgrkd pkrk ldcgftgs, ga 5::8. Ks prcflcpkcs lkrhks trkfspbrtkiks ik s `b `brk rka a pr prbi biut utbs bs kh khrá rálb lbdk dks, s, cf cfsu suab abs s g prbiut prb iutbs bs ik cfi cfiþst þstrck rck ib kè kèb, b, lb lbae aeust ustávg ávgd, d, cfs cfsuuabs pkrk lbfstruèìb lcvcd g prbiutbs `dbrgstkcs.
@rgtgs @grrbvcërcbs
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B trkfspbrtg `grrbvcërcb fìb ã tìb ëhcd g fìb pbssuc tkftks vcks ig klgssb qukftb kb rbibvcërcb, pbrãa ã akcs ekrktb, prbpclckfib agfbr `rgtg, pbcs trkfspbrtk qukftcikigs akcbrgs g fìb gstë sungctb k rcslbs ig lbfhgstcbfkagftbs. Fìb gxcstga tkxks ig krakzgfkhga, akfusgcb bu qukdqugr butrk. Zbig sgr lberkik tkxk ig gstkick ib vkhìb.
Lkrkltgrástclks K akdok `grrbvcërck `grrbvcërck erkscdgc erkscdgcrk rk pbssuc pbssuc kprbxcakikagftg 53.::: ma. \ìb Zkudb lbftk lba lgrlk ig 7.9:: ma. K prcvktc prcvktczkèìb zkèìb ib scstgak, cfclckik ga ;330, trkfs`grcu ebk pkrtg ik hgstìb ik akdok kb sgtbr prcvkib, b qukd kssuacu uak cf`rkgstruturk lba auctbs prbedgaks. Aks, ig qukdqugr `brak, k trkfs`grîflck ik bpgrkèìb iks `grrbvcks pkrk b sgtbr prcvkib `bc `ufikagftkd pkrk fbvbs cfvgstcagftbs. Ktukdagftg, ks gaprgsks, gaprgsks, qug bpgrka bpgrka k akdok `grrbvcërck erkscdgcrk sìb> • KDD - Kaãrclk Dktcfk Dbhástclk • L@F - Lbapkfock @grrbvcërck ib Fbrigstg • LPUI/G@L - Lck. Pkdg ib Ucb Iblg Gstrkik ig @grrb Lkrknës • LPUI/G@PA - Lck. Pkdg ib Ucb Iblg - Gstrkik ig @grrb Pctürck Acfks • @LK - @grrbvck Lgftrb Ktdåftclk • @grrbekf - @grrbvck Ekfigcrkftgs • @grrbfbrtg - @grrbvcks Fbrtg Erkscd • @grrbpkr - @grrbvcks ib Zkrkfë • @grrbvck Fbrtg-\ud • @grrbvck Fbvbgstg • @YL - @grrbvck Ygrgzk Lrcstcfk • AU\ Dbhástclk • Zbrtb`gr
Gestão Comercial - Módulo 4 -
Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
Gestão Comercial - Módulo 3 -
Igsvkftkhgfs • Ic`grgfèk fk dkrhurk ig ectbdks= • Agfbr `dgxcecdcikig fb trkngtb= • Fglgsscikig akcbr ig trkfspbrtg.
Abikd Kãrgb B abikd kãrgb kprgsgftk `rkflb igsgfvbdvcagftb fbs þdtcabs kfbs. kfbs. K vgdblcikig kdtk kssblckik k áficlgs ekcxbs ig kvkrcks g gxtrkvcbs sìb ktrceutbs qug nustc`clka gstg lrgslcagftb, agf tb, pbc pbcss sch schfc` fc`clk clka a lbf lbf`ck `ckecd ecdcik cikig ig fbs sgrvcèbs g sghurkfèk fb trkfspbrtg.
Zrbiutbs pkrk trkfspbrtg kãrgb B Erkscd tga cftgfsc`clkib b trkfspbrtg kãrgb pkrk prbiutbs ig kdtk pgrglcecdcikig> pgslkibs, `rutks, `dbrgs, igrcvkibs ig lkrfgs g kvgs, pbr gxgapdb. Ykaeãa akfu`kturkibs lba kdtb vkdbr khrghkib sìb trkfspbrtkibs pbr vck kãrgk> kpkrgdobs gdgtrùfclbs, ig tgdg`bfck g gqucpkagftbs icvgrsbs.
K qugerk ig `rbftgcrks, qug klbftglg ga tbibs bs sgtbrgs, cflducfib k lbfstkftg euslk ig `brfglgibrgs akcs lbapgtctcvbs g ldcgftgs fbs akcs icstkftgs rgiutbs, tkaeãa lbftrceucu pkrk qug ks lbrpbrkè÷gs bpgrga lba b trkfspbrtg kãrgb lbab uak iks bpè÷gs ig sgus prblgssbs dbhástclbs, `kvbrglgfib ga auctb fbs prkzbs lbftrktkibs. Kpgskr Kpg skr ig, prk prktcl tclkag kagftg ftg,, tbi tbibs bs bs kvc kvc÷gs ÷gs lbagrlckcs, trkfspbrtkrga lkrhks, kdãa iks ekhkhgfs hkhg fs ibs pkss pksskhgc khgcrbs, rbs, gapr gaprgsks gsks lbfs lbfstrutb trutbrks rks ig kgrbfkvgs igsgfvbdvgrka kvc÷gs lkrhugcrbs
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Në oë kdhua tgapb, fb Erkscd, khîflcks rghudkibrks tîa ktukib ga ërgks gstrktãhclks, lbab gfgrhck, trkfspbrtg, tgdg tg dg`b `bfc fckk gt gtl. l. Fb lk lksb sb ib tr trkf kfsp spbr brtg tg kãrgb, k rghudkagftkèìb g lbftrbdg sìb ig rgspbfskecdcikig ik KFKL (Khîflck Fklcbfkd ig Kvckèìb Lcvcd). B Gstkib ig \ìb Zkudb tga obng <5 kgrbpbrtbs sbe suk kiacfcstrkèìb g lcflb kgrbpbrtbs lba k CF@UKGUB kiacfcstrkfib (Hukrudobs, Lbfhbfoks, Pcrklbpbs, \ìb Nbsã ibs Lkapbs g Lkapb ig Akrtg). Pkftkhgfs • Yrk rkfs fspb pbrt rtg g ak akcs cs rë rëpc pcib ib g ak akcs cs sg sghu hurb rb== • Fìb fglgssctk gaekdkhga akcs rg`brèkik (akfusgcb akcs lucikibsb)= • Agfbrgs bs lustbs lba sghurb, gstblkhga g gaekdkhga= • Kigqu Kigqukèìb kèìb pkrk trkfspbrtg trkfspbrtg ig> kabstrks, ercfigs, ekhkhga igsklbapkfokik, pkrtgs g pgèks ig rgpbscèìb, agrlkibrck pgrglávgd, kfcakcs gtl.
Gestão Comercial - Módulo 4 -
Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
Gxcstg uak brhkfczkèìb, igfbacfkik CKYK, gftcikig cftgrfklcbfkd qug lbfhrghk hrkfig pkrtg iks trkfspbrtkibrks kãrgks ib aufib. \uk ktukèìb `ufikagftk-sg fb lbfogl fo glca cagf gftb tb,, gs gstu tuib ib g pr prbl blur urk k ig sb sbdu duè÷ è÷gs gs ig prbedgaks tãlfclbs, kiacfcstrktcvbs, glbfùaclbs bu pbdátclbs surhcibs lba b igsgfvbdvcagftb ib trkfspbrtg kãrgb. Zkrk tkftb, k CKYK ktgfig kb pþedclb ga hgrkd, hbvgrfbs, tgrl tg rlgc gcrb rbss lb lbab ab kh khgf gftg tgss ig vc vckh khga ga g ig lk lkrh rhk k bu `brfglgibrgs ig gqucpkagftbs g scstgaks. K CKY CKYK tkaeãa tkaeãa ktuk fbs pkråagtrbs pkråagtrbs utcdczkibs pkrk bs lëdludbs ibs `rgtgs kãrgbs.
@rgtgs Kgrbvcërcbs Zkrk lë Zkrk lëdlu dludb db ib `rg `rgtg tg kãr kãrgb, gb, tba tbak-s k-sg g lbab eksg, b pgsb bu b vbduag ik agrlkibrck, sgfib lbfscigrkib kqugdg qug prbpbrlcbfkr b akcbr vkdbr. Zkrk skegr sg igvgabs lbfscigrkr b pgsb bu b vbduag, k CKYK ( Cftgrfktcbfkd fktcbf kd Kcr Yrkfspb Yrkfspbrt rt Kssbl Kssblcktcbf cktcbf) gstkegdglgu k sghucftg rgdkèìb>
Ugdkèìb CKYK (pgsb/vbduag)> ; mh 1 0.::: la¼ bu ; tbfgdkik 1 0 a¼.
Igsvkftkhgfs • Agfbr lkpklcikig ig lkrhk= • Pkdbr ib `rgtg akcs gdgvkib ga rgdkèìb kbs butrbs abikcs.
Wsb ik Ugdkèìb CKGK Zkrk uak lkrhk lba b pgsb ig ; mh, klbficlc ic lcbf bfki kik k ga ua vb vbdu duag ag ak akcb cbrr ib qu qug g 0. 0.:: ::: : la la¼, ¼, lbfscigrk-sg b vbduag lbab eksg ig lëdludb ib `rgtg `rg tg,, lk lksb sb lb lbft ftrë rërcb rcb,, lb lbfs fscig cigrkrk-sg sg b pg pgsb sb..
Ks tkr tkrc`ks c`ks,, eks eksgki gkiks ks ga rbtk rbtks, s, trë` trë`ghb ghbss g lustbs lus tbs sì sìb b gs gstke tkegdg gdglci lciks ks fb åae åaectb ctb ik CK CKY YK pgd pgdks ks gaprgsks kãrgks, pkrk sgrga lberkiks ufc`br-
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agrlkibrcks gspglá`clks (prbiutbs pgrchbsbs, rgstbs abrtkcs g urfks, kfcakcs vcvbs, nbrfkcs g pgrcüiclbs g lkrhks ig vkdbr vkdbr,, kssca lbfscigrkiks kqugdks klcak ig W\$ ;.:::/mh), kpurkibs fb kgrbpbrtb ig lkrhk=
Gestão Comercial - Módulo 4 -
Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
Gestão Comercial - Módulo 3 -
Igsvkftkhgfs • Fgl Fglgss gsscik cikig ig ig trk trkfse fsebri brib b fbs pbr pbrtbs tbs== • Icståflck ibs lgftrbs ig prbiuèìb= • Akcbr gxchîflck ig gaekdkhgfs= • Agfbr `dgxcecdcikig fbs sgrvcèbs= • @rgqugftgs lbfhgstcbfkagftbs fbs pbrtbs. B ab abik ikdd ak akrá rátctcab ab tg tga a ak akcb cbrr rg rgdg dgvå våfl flck ck ga fbssb fbs sb pká pkás, s, sgf sgfib ib ldk ldkssc ssc`cl `clkib kib ik sgh sghucf ucftg tg `br `brak> ak>
• Ykrc`ks Gspglá`clks ig Lkrhk (spglc- `cl lbaabicty rktgs)> sìb tkrc`ks rgiuzciks kpdclëvgcs k igtgracfkiks agrlkibrcks, gftrg ibcs pbftbs igtgracfkibs (trkfspbrtg rghudkr). Zbssuga pgsb aáfcab= Wfct ct Db Dbki ki Ig Igvc vclg lg)> • Ykr krc` c`ks ks WD WDI I (Wf trkfspbrtg ig ufcikig ibacládcb k ibacládcb, kpdclëvgd k lkrhks ufctczkiks, ga qug b lkrrghkagftb g b igslkrrghkagftb iks ufcikig s ` c lka p br lbf t k ib r g agt gft g g igstcfktërcb (prgvcstk k lberkfèk ig audtk pbr ktrksb, pbr ick bu `rkèìb, ktã qug k ufctczkè ufctczkèìb ìb gstgnk lbflduáik)= • Ykrc`k Aáfcak> rgprgsgftk b vkdbr aáfcab k sgr pkhb pgdb gaekrlkibr. Fìb ã ldkssc`clkik pgdk CKYK.
Abikd Kqukvcërcb K igfbacfkè igfbacfkèìb ìb —kqu —kqukvc kvcërck ërck‑‑ bu —oci —ocirbvc rbvcëërck‑ rc k‑ ut utcdcdcz czki kik k pk pkrk rk kh khrg rghk hkrr tb tbib ibss bs tctcpb pbss ig tr trkf kfsspbrtg sberg k ëhuk> `duvckd, dklustrg (rgkdczkib
;- Yrk rkfs fspb pbrt rtgg ak akrá rátc tcab ab ig db dbfh fhb b lursb> dcfoks ig fkvghkèìb, qug cftghrka b Erkscd k pkásgs icstkftgs= rgkdczki zkik k fk 5- Fkv Fkvghk ghkèìb èìbig ig lk lkebt ebtkh khga> ga> rgkdc lbstk erkscdgcrk, igrcvkfib-sg ga pgqugfk lkebtkhga - kpgfks pbrtbs erkscdgcrbs - g hrkfig lkebtkhg ebt khga a - fkv fkvghk ghkèì èìb b gxt gxtgfs gfscvk cvkk k pká pkásgs sgsprü prüxca xcabs bs ikKa ik Kaãr ãrcl clk k ib \u \ud,d, lb lbab abKr Krhg hgft ftcf cfk, k, pb pbrr gx gxga gapd pdb. b. [ukftb ê tcpbdbhck ibs fkvcbs, b akcs lbaua ã b tápclb fkvcb ig lkrhk hgrkd. Pgnkabs bs tcpbs ga bpgrkèìb>
• Lkrhugcrbs - fkvcbs lbfstruáibs pkrk b trkfspbrtg ig lkrhk hgrkd, bu sgnk, lkrhk klbficlcbfkik. \gus pbr÷gs sìb icvcicibs obrczbftkdagftg, `brakfib b qug pbigrákabs lokakr ig prktgdgcrks (lbfvgsgs), bfig icvgrsbs tcpbs ig lkrhks pbiga sgr gstcvkibs bu klbabikibs pkrk b trkfspbrtg. \ìb lokakibs tkaeãa ig fkvcbs lbfvgflcbfkcs. Lkrhk hgrkd ã qukdqugr prbiutb qug pbig sgr trkfspbrtkib gaekdkib, bu, sg fìb gstcvgr gaekdkib, pbig tgr lbficè÷gs ig sgr klbabikib prüxcab k butrks lkrhks.
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pbsscecdcik pbsscec dcikig ig ig lbf lbftkac tkacfkè fkèìb, ìb, pbr gxga gxgapdb, pdb, ercf ercf-qugi qu gibs bs ga gaek ekdki dkibs bs.. Wa fk fkvcb vcb ig lk lkrhk rhk pb pbig ig dg dgvk vkr r tkae tk aeãa ãa lb lbft ftîc îcfg fgrg rgs s fb db dbfh fhb b lu lurs rsb. b.
• Zbr Zbrtktk-Lbf Lbftîc tîcfg fgrr - fkvcbs gspglckdczki gspglckdczkibs, bs, utcdczkibs gxlduscvkagftg gxlduscvkagftg pkrk trkfspbrtk trkfspbrtkrr lbftîcfgrgs, icspbfib ig gspkèbs lgdudkrgs. Bs lbftîcfgrgs sìb abvcagftkibs lba gqucpkagftb ig ebrib bu ig tgrrk. Fgdgs sìb trkfspbrtkiks agrl rlk kibrck ckss ig akcbr vkdbr khrghkib, lbab gdgtrbgdgtrùfclbs, pbr gxgapdb. Ks ufcikigs sìb trkfspbrtkiks tkftb fks lãdudks lbab fb lbfvãs, b qug tbrfk ks bpgrkè÷gs ig gaekrqug g igsgaekrqug auctb akcs rëpciks.
Gestão Comercial - Módulo 4 -
Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
suárga icvcs÷gs, tîa lkftbs krrgibfikibs, b qug `klcdctk k gstcvk ik lkrhk. Lbfscigrkfib qug trkfspbrtka agrlkibrcks ig ekcxb vkdbr, igvga tgr ekcxb lustb bpgrklcbfkd. K suk vgdblcikig ã cf`grcbr k ibs lkrhugcrbs. Ks bpgrkè÷gs ig lkrrghkagftb ibs fkvcbs, fgstgs lksbs, sìb agfbs icspgficbsks, pbcs kpgfks —igspgnk-sg‑ k lkrhk fbs pbr÷gs, ktrkvãs ig iutbs bu gstgcrks rbdkftgs, sga fglgsscikig ib usb ig hucfikstgs. Aks, qukfib ib igslkrrghkagftb, b lustb capdclk fb usb ig hrkes - lkèkaeks ig kdtb vbduag, klbpdkiks k hucfikstgs, bs qukcs rgtcrka k lkrhk ib pbrìb ib fkvcb ktã butrb vgáludb, qug pbigrë sgr ua lkacfoìb, vkhìb bu butrb rglcpcgftg kprbprckib (abghk, gstgcrk rbdkftg gtl.). Ga kdhufs lksbs, utcdczk-sg ua gqucpkagftb lokakib iutb suhkibr ig hrìbs. Fb lksb ib trkfspbrtg trkfs pbrtg ig pgtrüd pgtrüdgb gb g sgus igrcvkibs, igrcvkibs, utcdczka-sg bs lokakibs fkvcbs pgtrbdgcrbs. • Ubdd-bf/Ubdd-b`` (Ub-Ub) (Ub-Ub) - fkvcbs gspglckcs pkrk b trkfspbrtg ig vgáludbs, lkrrgtks, ebec ecfk fks. s. Ic Icsp sp÷g ÷ga a ig rk rkap apks ks fk pr prbk bk,, trkcdgrs g eb pbpk g/bu fk dktgrkd, pbr bfig k lkrhk, sberg rbiks, igsdblk-sg pkrk gftrkr bu skcr ik gaekrlkèìb. Cftgrfkagftg pbssuga rkapks g gdgvkibrgs qug cftgrdchka bs icvgrsbs lbfvgsgs. Iká, tkaeãa sgrga lokakibs ig fkvcbs rbdd-bf, rbdd-b`` . Uglgega tkaeãa b fbag ig gaekrlkè÷gs ebx-sokpgi (`braktb ig lkcxk), dctgrkdagftg, fkvcbs ga `brak ig lkcxk. Gstg tcpb ig gaekrlkèìb ã auctb þtcd pkrk tkcs prbiutbs, gxktkagftg pbr pbssuárga dcfoks akcs rgtks, `klcdctkfib k krakzgf krakzgfkhga khga fb fkvcb. • Audtcpurpbsg - fkvcbs prbngtkibs pkrk dcfoks rghudkrgs g trkfspbrtg ig lkrhks icvgrsks> fgb-hrkfãcs (kèb, tuebs gtl.) g lbftîcfgrgs, gaebrk tkaeãa pbsska sgr prbngtkibs pkrk trkfspbrtg ig hrkfãcs dáqucibs, ga kicèìb k butrks `braks ig klbficlcbfkagftb, lbab hrkfãcs südcibs g lbftîcfgrgs.
Gestão Comercial - Módulo 3 -
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K fkvghkèìb fkv ghkèìb ig dbfhb pgrlursb ã rgkdczkik sbe `brtgs cf`duîflcks lbagrlckcs g glbfùaclks. Igstk `brak, gaprgsks rghudkrgs ig fkvghkèìb, qug b`grglga trkfspbrtg ig lkrhk hgrkd lbfvgflcbfkd bu ig lbftîcfgrgs, lrckrka b tgrab trkfspbrtg lbf`grgflckib.
B lbaãrlcb akrátcab ã rghcib pgdb prcflápcb `ufikagftkd ik dcegrikig ibs akrgs> akr gs> quk qukdqu dqugr gr fkv fkvcb, cb, ig quk qukdqu dqugr gr fkè fkèìb ìb bu ekfigcrk, igsig qug oknk rgspgctb ês fbraks ig sghurkfèk, pbig gftrkr g skcr ig qukdqugr pbrtb, lkrrghk lkrrghkrr g igslkrrg igslkrrghkr hkr agrlkibrcks g lberkr ks tkxks ig `rgtg gstcpudkiks pgdb prbprcgtë prbprcgtërcb rcb ib fkvcb. K —dcegrikig ibs akrgs‑ ktrkpkdok bs hbvg hb vgrf rfbs bs fk lr lrck ckèì èìb b ig ak akcb cbrr lb lbft ftrb rbdg dg,, ga tgrab tgr abss ig rg rghu hudk dkag agftk ftkèì èìb b ib ab abik ikdd ak akrárátcab tc ab g rg rgsp spgl gltc tcvk vkss tk tkxk xkss ig `r `rgt gtg. g. Ek Ekfi figc gcrk rk ig fkvcb fkvcb cfic cficlk lk dblkd dblkd ig rghcstrb rghcstrb igstg. igstg. Fìb fglgss fglgsskrc krckagf kagftg tg cfic cficlk lk b dblkd dblkd ik sgig ik gaprgsk ig fkvghkèìb (krakibrk ib rk). ). Zk Zkfk fkaë aë g Dc Dceã eãrc rck, k, pb pbrr gx gxga gapd pdb, b, b` b`ggrgl glgga vk vkf ftk tkh hgfs `c `csslkcs cs,, pkrk qug gaprgsks ig fkvghkèìb `kèka rghcstrbs ig sgus fkvcbs agrlkftgs fgstgs pkásgs. Zkrk k Akrcfok Agrlkftg Cftgrfklcbfkd, fìb gxcstg ürhìb rghudkibr, lbab klbftglg ga butrbs abikcs. B qug gxcstg sìb lbf`grîflcks ig `rgtg rgkdczkiks, ig tgapbs ga tgapbs, pbr kssblckè÷gs iks gaprgsks rghudkrgs ig fkvghkèìb cftgrfklcbfkd, hgrkfib b lokakib trkfspbrtg akrátcab lbf`grgflckib. Lkik kssblckèìb ig krakibrgs ã lbapbstk pbr gaprgsks ig fkvghkèìb qug akftîa dcf dcfoks oks ig fkv fkvghk ghkèìb èìb bpg bpgrkf rkfib ib fua fuak k
Gestão Comercial - Módulo 4 -
Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
Gestão Comercial - Módulo 3 -
• @rgtg tkegdkib ga `ufèìb ib tcpb ig lkrhk, igstcfb g qukftcikig trkfspbrtkik= • Ks gaprgsks ig fkvghkèìb trkfspbrtka qukdqugr prbiutb ldkssc`clkib lbab lkrhk hgrkd, lba brchga/igstcfb, fbs pbrtbs sgrvcibs pgdks gaprgsks.
B vkdbr ik lkrhk tga akcs capbrtåflck rgdktcvk fb `rgtg akrátcab lbf`grgflckib ib qug b lustb ib trkfspbrtg. Kpgskr ig b trkfspbrtg akrátcab cftgrfklcbfkd sctukr-sg sbe b ibaáfcb ig pbulks, aks hrkfigs lbrpbrkè÷gs, b qug lkrkltgrczk ua sgtbr bdchbpbdczkib, fb qukd prgvkdglg k iglcsìb igstks hrkfigs gaprgsks, b Erkscd tga fglgsscikig iks bpgrkè÷gs igstg tcpb ig abikd, igvcib kb `rkflb igsgfvbdvcagftb ib lbaãrlcb gxtgrcbr.
Ebk pkrtg ig fbssks capbrtkè÷gs g gxpbrtkè÷gs, ks qukcs blbrrga ktrkvãs ig fghblckè÷gs lba cfþagrbs igstcfbs g brchgfs, lba vërcbs vbduags ig lkrhk, capgiga qug utcdczgabs, ga tbibs bs lksbs, fkvcbs lba dbtkèìb lbapdgtk.
Lkrhk Lbapdgtk ga Fkvcbs Kdhuak s sctuk Kdhuaks sctukè÷gs è÷gs ig trkfs trkfspbrtg pbrtg akrátcab nustc`clka k dbtkèìb lbapdgtk, prcflcpkdagftg, qukfib gxcstg uak prcbrcikig pbr pkrtg ib gaekrlkibr, lbab ã lbaua ga gaprgsks pgtrbdá`grks, qug lbaprka sgus fkvcbs g bs utcdczka þfclk g gxlduscvkagftg pkrk gstk `cfkdcikig> trkfspbrtg ig pgtrüdgb g sgus sueprbiutbs.
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Agrlkib ig @rgtgs - Ebdsk ig K`rgtkagftb ig Dbfirgs K Ebdsk ig @rgtgs ig Dbfirgs lbflgftrk vërcbs krakibrgs qug b`grglga sgus prgèbs ê prkèk, fk qukd usuërcbs ib abikd akrátcab `kzga suks prbpbstks. Gxcstga fghblckftgs ig `rgtgs fb aufib tbib cftgragickfib ks fglgsscikigs dblkcs ig trkfspbrtg akrátcab. @glokib b fghülcb, sìb gactcibs bs lbftrktbs ig k`rgtkagftb, qug pbiga sgr pbr vckhga bu pbr tgapb igtgracfkib.
Yrkfspbrtg Akrátcab ig Lkebtkhga Fk fkvghkèìb ig lkebtkhga, bpgrka fìb kpgfks dcfoks rghudkrgs ig fkvghkèìb, aks tkaeãa fkvcbs cfigpgfigftgs, lbab pbigabs besgrvkr fbs fkvcbs ik Zgtrberës. K ic`grgfèk pkrk ks dbfhks icståflcks ã qug fk lkebtkhga erkscdgcrk oë pdgfk rghudkagftkèìb. Ga fbssb fbssb pkás, k Khîflck Fklcbfkd Fklcbfkd ig Yrkfspbrtgs Kqukvcërcbs lbbrigfk, rghudkagftk g lbftrbdk ks bpgrkè÷gs kqukvcërcks. Ktukdagftg, trîs gaprgsks rgkdczka b trkfspbrtg ig lkebtkhga> lkebtkhga> Kdckfèk, Iblgfkvg g Agrlbsud Dcfg. K Khîflck Fklcbfkd ig Yrkfspbrtgs Kqukvcërcbs Kqukvcërc bs ã uak gftcikig, vcfludkik kb Acfcstãrcb ibs Yrkfspbrtgs, lba sgig fb Icstrctb @gigrkd, qug tga pbr `cfkdcikigs> C - capdgagftkr, ga suk gs`grk ig ktukèìb, ks pbdátclks `braudkiks pgdb Acfcstãrcb ibs Yrkfspbrtgs g pgdb Lbfsgdob Fklcbfkd ig Cftghrkèìb ig Zbdátclks ig Yrkfspbrtg (LBFCY) sghufib bs prcflápcbs g icrgtrczgs gstkegdglcibs fk Dgc f¾ ;:.5<<, ig 5::;= CC - rghudkr, supgrvcscbfkr g `cslkdczkr ks ktcvci ktc vcikig kigss ig prg prgstk stkèìb èìb ig sg sgrvc rvcèbs èbs ig trkfspbrtg kqukvcërcb g ig gxpdbrkèìb ik cf-
Gestão Comercial - Módulo 4 -
Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
e) okrabfczkr bs cftgrgssgs ibs usuërcbs lba bs iks gaprgsks lbflgsscbfërcks, pgracsscbfërcks, kutbrczkiks g krrgfiktërcks, g ig gftcikigs igdghkiks, prgsgrvkfib b cftgrgssg pþedclb= g l) krectrkr lbf`dctbs ig cftgrgssg g capgicr sctukè÷gs qug lbf`churga lbapgtcèìb capgr`gctk bu cf`rkèìb lbftrk k briga glbfùaclk.
Yrkfspbrtg Ocirbvcërcb ga Ucbs Wak ocirbvck, dctgrkdagftg, schfc`clk vck akrátcak, `duvckd bu dklustrg, qug sgrvg kb trkfspbrtg g ês lbaufclkè÷gs. Fb Erkscd, pkás ig cfþagrbs rcbs gxtgfsbs g dkrhbs, ega lbab auctks rgprgsks g kdhufs dkhbs, b igsgfvbdvcagftb ig trkfspbrtg pbr gstgs rglursbs kcfik lkrglg ig auctbs cfvgstcagftbs g kdhufs igstgs në prbiuzga ebfs rgsudtkibs.
Wak ekrlkèk trkfspbrtk ktã ;.7:: tbfgdkiks ga lkrhks. Lbapkrkik lba b abikd rbibvcërcb, lkik ekrlkèk gqucvkdg k 0: lkrrgtks, qug pbiga trkfspbrtkr fb aëxcab ktã 57 tbfgdkiks. Fks ocirbvcks fìb gxcstga pgiëhcbs, gstrkiks gseurklkiks qug ikfc`clka lkacfo÷gs g lkuska igspgriálcb ik lkrhk, kdãa ib rcslb ig rbueb. K Ocirbvck Ycgtî Ycgtî-Zkrkfë -Zkrkfë abvcagftk hrkfãcss g cfs fãc cfsuab uabss prb prbiuz iuzcib cibss ga \ìb Zku Zkudb, db, sgfib rgdgvkf rgdgvkftg tg abikd fk dbhástclk dbhástclk iks aktãrcks-prcaks rcks-prc aks fghbl fghblckiks ckiks fb Gstkib Gstkib.. K cftgrdch cftgrdchkk-
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\bnk, üdgb vghgtkd, trchb, acdob, kèþlkr, lkfk-ig-kèþlkr, sbrhb g akigcrk sìb bs prcflcpkcs prbiutbs trkfsp trkfspbrtkib brtkibs. s. Përcks gaprgsks ig fkv fkvgh ghkèì kèìb b bpg bpgrka rka fgs fgstk tk oci ocirbv rbvck> ck> \krtclb, Ickakftg, [ucftgddk, LFK g GZF. Zrcflcpkcs Zbrtbs/Ygracfkcs igstk ocirbvck> • LFKHK - Lbfloks • Fbvk Aglk - Kfogaec • Lkfk Akrkaekck - Ekrcrc • GZF - Kfogaec • Hksk - Kfirkicfk • \krtclb - \kftk Akrck ik \grrk • Wscfk Ickakftg - Nkþ • [ucftgddk - Zgigrfgcrks • Lkrhcdd - Yrîs Dkhbks (A\) Ygracfkd Cftgrabikd - Zkfbrkak • Ygrac gracfkd fkd Cft Cftgrab grabikd ikd-- Zrg Zrgsci scigft gftg g Gpc Gpctël tëlcb cb • Ygra gracfk cfkdd Cft Cftgra grabik bikdd - Ekt Ektkhu khukss kssu u (A\ (A\))
@rgtgs Kqukvcërcbs K tkrc`k ib `rgtg akrátcab ã lbapbstk eksclkagftg ibs sghucftgs ctgfs>
• @rgtg eësclb> lberkib sghufib b pgsb bu b vbduag ik agrlkibrck (luekhga), prgvkdglgfib sgaprg b qug prbpclckr akcbr rglgctk kb krakibr=
Gestão Comercial - Módulo 4 -
Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
Gestão Comercial - Módulo 3 -
`rgtg eësclb, igstcfkib k lbercr lustbs lba lbaeustávgd= • Ykxk pkrk vbduags pgskibs ( ogkvy dc`t lokrh lokrhg g)> vkdbr ig abgik ktrceuáib ês lkrhks lun lunbs bs vb vbdua duags gs cfi cficvc cvciuk iukcs, cs, gxl gxlgss gsscvk cvk-agftg pgskibs (fbrakdagftg klcak ig ;.7:: mh), gxcnka lbficè÷gs gspglckcs pkrk gaekrqug/igsgaekrqug bu klbabikèìb fb fkvcb= • Ykxk pkrk vbduags lba hrkfigs icagfs÷gs (gxtrk dgfhto lokrhg)> kpdclkik hgrkdagf rkd agftg tg k agr agrlki lkibrc brcks ks lba lba lbaprc prcagf agftb tb supgrcbr k ;5 agtrbs= • \b \ber ergt gtkx kxkk ig lb lbfh fhgs gstcb tcbfk fkag agft ftb b ( pbrt lbfhgstcbf surlokhg )> cflcig sberg b `rgtg eësclb, pkrk pbrtbs bfig gxcstg igabrk pkrk ktrklkèìb ibs fkvcbs= • @ktbr ig knustg lkaeckd - LK@ ( lur- rgfly kinustagft `kltbr )> )> utcdczkib pkrk abgiks qug sg igsvkdbrczka scstgaktclkagftg ga rgdkèìb kb iüdkr fbrtg-kagrclkfb= • Kiclcbfkd ig pbrtb> tkxk lberkik qukfib k agrlkibrck, tga lbab brchga bu igstcfb, kdhua pbrtb sglufiërcb bu `brk ik rbtk.
Abikd Iutbvcërcb Abikd pbulb lbfoglcib g utcdczkib ga pgqugfk gslkdk fb Erkscd. Wtcdczk k `brèk ik hrkvci hrk vcikig kig bu prg prgssì ssìb b agl aglåfc åfclk, lk, pkr pkrk k qug iutbs `kèka b `duxb ig hrkfãcs. \uks prcflcpkcs lkrkltgrástclks> fìb lbftrceuc pkrk pbducèìb, fìb lbfhgstcbfk g ã rgdktcvkagftg ekrktb. Iutbs sìb tueudkè÷gs igsgfvbdvciks g lbfstruáiks ig klbrib lba fbraks cftgrfklcbfkcs ig sghurkfèk, pkrk trkfspbrtkr pgtrüd tr üdgb gb g sg sgus us ig igrcv rcvki kibs bs,, ëd ëdlb lbbd bd,, hë hëss g prbiutbs quáaclbs icvgrsbs, pbr icståflcks gspglckdagftg dbfhks, sgfib pbrtkftb lokakiks ig bdgbiutbs, hksbiutbs, acfgrbiu-
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• Acfgrbiutbs - kprbvgctk k `brèk ik hrkvcikig, pkrk trkfspbrtkr acfãrcbs gftrg rghc÷gs prbiutbrks, scigrþrhclks g pbrtbs. scstgak ig eba ebaegk egk-• Bd Bdgb gbiu iutb tbss - scstgak agftb pkrk trkfspbrtg ig pgtrüdgb erutb g igrcvkibs kbs tgracfkcs pbrtuërcbs bu lgftrbs ig icstrceucèìb. • Zbdciutbs - sìb lkpkzgs ig trkfspbrtkr akcs ig ua prbiutb. Ugqugr ua lucikib akcbr fks iglcs÷gs sberg agdobr iglcsìb ig qukd prbiutb trkfspbrtkr ga igtgracfkib abagftb, bu sgnk, ig lbab bs prbiutbs sìb sgqugflckibs igftrb ib pbdciutb. • Kiu Kiutbr tbrks ks - tueudkè÷gs utcdczkiks pkrk trkfspbrtg ig ëhuk pbtëvgd, tkftb k pkrtcr ik lbdgtk pkrk trktkagftb qukftb pkrk icstrceucèìb ê pbpudkèìb. Fbrakd Fbr akdagf agftg, tg, ga quk qukdqu dqugr gr duh duhkr kr ib aufib, b abikd iutbvcërcb ig pgtrüdgb g igrcvkibs ã lbfstctuáib g bpgrkib pgdks hrkfigs gaprgsks pgtrbdá`grks g pgtrbquáaclks ig lkik pkás, prcflcpkdagftg pgdb `ktb igstks igtgrga bs prblgssbs cfiustrckcs g lbagrlckcs iks iuks pbftks ib abikd, qug pbiga sgr> gxpdbrkèìb, gxpbrtkèìb, capbrtkèìb, rg`cfb g pbftbs ig icstrceucèìb. Igstk `brak, ã lbaua kpgfks ua usuërcb igstg tcpb ig cf`rkgst cf`rkgstruturk. ruturk. Bs iutbs tîa uak ldkssc`clkèìb ga rgdkèìb kb agcb qug ktrkvgsska, pbigfib sgr Yrkfspbrtg pbrtg bu ldkssc`clkibs lbab iutbs ig Yrkfs ig Yrkfs`grîflck.
Gestão Comercial - Módulo 4 -
Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
K akd akdok ok iut iutbvc bvcërc ërck k erk erkscd scdgcr gcrk k ã igt igtcik cik ga suk quk quksg sg tbtk tbtkdci dcikig kig pgd pgdk k Zgt Zgtrber rberës, ës, sgfib k akcbr pkrtg ibs sgus iutbs ig trkfspbrtg g kdhufs iutbs ig trkfs`grîflck hgrcibs pgdk suescicërck Yrkfspgtrb, qug bpgrk bfzg acd qucdùagtrbs ig bdgbiutbs g hksbiutbs. Bs prbiutbs trkfspbrtkibs pgdbs bdgbiutbs sìb> pgtrüdgb, üdgb, lbaeustávgd, hksbdcfk, icgsgd, ëdlbbd, HDZ, qugrbsgfg, fk`tk g butrbs.
K gstrut g struturk urk ig kekst kekstglcagf glcagftb tb ig pgtrü pgtrü-dgb g igrcvkibs cftgrdchk, ktrkvãs ig vërcks abikdcikigs ig trkfspbrtg, trîs pbftbs icstcftbs> `bftgs ig prbiuèìb, rg`cfkrcks g lgftrbs ig lbfsuab. Bs bdgbiutbs tbrfkrka-sg ua agc agcb b ig trkf trkfspb spbrtg rtg prg prg`grg `grgflc flckd kd tkf tkftb tb pkrk ktgfigr kb kekstglcagftb iks rg`cfkrcks lbab suprcr k fglgsscikig ibs hrkfigs lgftrbs lbfsuacibrgs ig igrcvkibs.
Gxtgfsìb ib hksbiutb B Hksbiutb Erkscd-Ebdávck (Hksebd), bpgrkib, fb Erkscd, pgdk Yrkfspbrtkibrk Erkscdgcrk Hksbiutb Erkscd-Ebdávck \/K (YEH), ã lbfscig-
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Gxcstga tkaeãa fb Erkscd kdhufs iutbs cftgrgssk cftgr gsskftgs, ftgs, lbab acfg acfgrbiut rbiutbs, bs, —dkrkf —dkrkfnbnbiutb‑ g —vcfo —vcfobiutb biutb‑. ‑.
Gestão Comercial - Módulo 4 -
Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
Gestão Comercial - Módulo 3 -
Fk þdtcak iãlkik, k pkrtclcpkèìb iutbvcërck fk aktrcz fklcbfkd ig trkfspbrtg ig lkrhk fìb sb`rgu vkrckè÷gs rgprgsgftktcvks, akftgfib-sg prüxcak k 9,7%.
K ldkssc`clkèìb ibs iutbs pbig sgr `gctk> Ycpbs ig Iutbs, qukftb kb agcb • pgdb aktgrckd ig lbfstctucèìb> kèb, aktgrckcs "fìb agtëdclbs", • pgdk suk dblkdczkèìb ga rgdkèìb kb agcb> gftgrrkib, kãrgb, sueakrcfb, `dutukftg= • pgdk rchcigz> ráhcib bu `dgxávgd= • pgdk tgapgrkturk ig bpgrkèìb> fbrakd bu kquglcib= • pgdb prbiutb qug trkfspbrtk> bdgbiutb bu hksbiutb. Bs iutbs ig trkfspbrtg g trkfs`grîflcks sìb pbftbs lrátclbs fk dbhástclk ig tbib b prblgssb ik cfiþstrck pgtrbdá`grk= ua klcigftg cftgrr tg rrba bapg pg b pr prbl blgs gssb sb lk lkus uskf kfib ib pr prgn gnuá uázb zbs, s, gfbrags trkfstbrfbs bpgrklcbfkcs, lbftkacfkè÷gs kaecgftkcs g gxpbscèìb ig pgssbks kb rcslb rcs lb ig lb lbftk ftkacf acfkè kè÷g ÷gs, s, cfl cflîf îficb icbss g gx gxpdb pdbs÷g s÷gs. s. Gstg Gs tg rc rcsl slb b ã cf cftg tgfs fsc`c`cl clki kib b qu qukf kfib ib bs iu iutb tbss pgrlbrrga dbfhks icståflcks pbr ërgks bfig gstìb sungctbs ês ktukè÷gs `ásclb-quáaclks, cf`duîflcks ib agcb, lbab vkrckè÷gs tãraclks g abvcagftkè÷gs ib sbdb g ê kèìb ig tgrlgcrbs.
• \uetgrråfgbs/Gftgrrkibs> gftgrrkibs pkrk fìb `clkrga vudfgrëvgcs k klcigftgs lkuskibs pbr aëqucfks khrálbdks, lurcbscikig g vkfikdcsab ig abrkibrgs prüxcabs ê dcfok iutbvcërck= • Kpkrgftgs/Kãrgbs> sìb vcsávgcs, akcs lbauagftg dblkdczkibs fks gftrkiks g skáiks iks gstkè÷gs ig ebaegcb, kdãa ig lkrrghkagftb g igslkrrghkagftb= • \ueakrcfbs> sìb kqugdgs ga qug k akcbr pkrtg ik tueudkèìb gflbftrk-sg sueagrsk. Akcs utcdczkibs pkrk trkfspbrtg ig pgtrüdgb iks pdktk`braks akrátcaks. • @dutukftgs> tueudkè÷gs qug `clka ê tbfk,, bu sgnk tbfk sgnk,, supgr`álc supgr`álcg g ik ëhuk ëhuk.. K pgtrb pgtrbdá`grk dá`grk fbrtg-kagrclkfk LogvrbfYgxklb, LogvrbfYgxklb, ga 5::9, tbrfbu pþedclb sgu cftgrgssg ga bpgrkr fk Eklck ig Lkapbs, fb Ucb ig Nkfgcrb, ktrkvãs ig ua prbngtb igsgfvbdvcib lba ua iutb `dutukftg g uak ufcikig ig gstblkhga. Lkrkltgrástclks
Ga fkè÷gs, ga qug lbf`dctbs cftgrfbs, kè÷gs tgrrbrcstks g butrbs icstþrecbs pbiga klbftglgr, k akdok iutbvcërck ã ua ibs kdvbs lbauagftg gslbdocibs, pbcs ã prktclkagftg capbssávgd "vchckr", lbftcfukagftg, tbibs bs iutbs pbr tbik suk gxtgfsìb.
• Gxcstg agfbr pbsscecdcikig ig pgrik bu rbueb ib prbiutb= • Zr Zrbl blgs gssb sb ig lk lkrh rhk k g ig igsl slkr krhk hk sc scap apdc` dc`cl clki kib= b= • Zbiga icspgfskr krakzgfkagftb= • Klcbfkagftb, pkrk capudsìb ib prbiutb, `gctb pbr abtbebaeks gdãtrclks, b qug gdcacfk prbedgaks ig gacssìb ig hksgs= • @ëlcd ig sgr capdkftkib, lba kdtk lbf`ckecdcikig, ekcxb lustb bpgrklcbfkd g pbulb lbfsuab ig gfgrhck= • Gdg Gdgag agftb ftb ig trk trkfs fspb pbrtg rtg ã `cx `cxb, b, gf gf-qukftb k lkrhk sg igsdblk, rgiuzcfib rcslb
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Gestão Comercial - Módulo 4 -
Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
• Zbulk `dgxcecdcikig qukftb kbs sgus prbiutbs= • Kdtb lustb `cxb g ekcxb lustb vkrcëvgd= • Zbssávgcs klcigftgs kaecgftkcs= • Ugig ig iutbs erkscdgcrk ã auctb pgqugfk sg lbapkrkik lba k fbrtg-kagrclkfk (lgrlk ig 9:x agfbr)= • Zrgèb ib trkfspbrtg iutbvcërcb kcfik ã auctb lkrb kquc fb Erkscd “ W\$ 5?,:: x W\$ 3,<8 fbs GWK= • Zgqugfbs vbduags g kdtb lustb ib lkpctkd (pbigfib sgr k lkusk ibs kdtbs vkdbrgs).
Kudk ;
;. —Icstrceucèìb `ásclk rg`grg-sg ês bpgrkè÷gs ibs `duxbs ig prbiutbs klkekibs, igsig suk krakzgfkhga ktã b abagftb ga qug sìb gftrghugs kbs ldcgftgs, ga ktgficagftb k sgus pgicibs bu lbftrktbs ig `brfglcagftb, igsig igsig qug sgnka lbftrktbs lbftrktbs gspbrëiclbs.‑ K k`crakèìb gstë> ( ) Grrkik
(
) Lbrrgtk
5. K kapdctuig ig bpgrkè÷gs, ktrgdkiks ê icstrceucèìb, cflduc sctukè÷gs pgrtcfgftgs ê icstrceucèìb pkrk cftgagicërcbs. Gstgs cftgragicërcbs tîa rgdkè÷gs lbagrlckcs lba> k- ( ) lbftrktbs lbftrktbs ig ig gftrghk gftrghk ig suprc suprcagftb agftbss pkrk pgss pgssbks bks nuráicl nuráiclks. ks. e- ( ) ldcgftg ldcgftgss pgss pgssbks bks `ásclk `ásclkss - lbfsu lbfsuacibrg acibrgs. s. l- ( ) ldcgftgs ldcgftgs pgssbks pgssbks `ásclks `ásclks - lbfsuaci lbfsuacibrgs brgs - g lbftrktbs lbftrktbs ig ig gftrghk gftrghk ig suprcagft suprcagftbs bs pkrk pgssbks nuráiclks. i- ( ) kpgfks kpgfks ldcgftgs ldcgftgs pgss pgssbks bks nuráicl nuráiclks, ks, sga sga ibluagft ibluagftkèìb kèìb fglgs fglgssërck sërck..
<. —Lbfnuftb ig ktcvcikigs rgdklcbfkiks, cftgrdchkiks g igsgfvbdvciks pbr uak gaprgsk, k `ca ig sktcs`kzgr ks fglgsscikigs ibs ldcgftgs, igsig ks rgdkè÷gs lba `brfglgibrgs, lcldbs ig prbiuèìb g vgfik, ktã k `ksg ik icstrceucèìb pkrk b lbfsuacibr `cfkd.‑ Ybib hgrgflckagftb ik lkigck ig suprcagftbs prglcsk sghucr gstg lbflgctb, qug sg rg`grg k> k- ( e- ( l- ( i- (
) lkigck lkigck ig suprc suprcagftb agftbss ) rgig rgig ig ig `brfg `brfglgi lgibrg brgss ) rgig rgig ig ldcgf ldcgftgs tgs cftgra cftgragicër gicërcbs cbs ) lkig lkigck ck ig vkd
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KWDK 5 \C\YGAK\ IG IC\YUCEWCÈÌB
Gestão Comercial - Módulo 4 -
Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
Gestão Comercial - Módulo 3 -
èìb k pbftbs rgabtbs, lba icståflcks vkrckiks ik sgig, bfig sg `kerclk b prbiutb. [ukftb k icstrceucèìb `ásclk, b icagfscbfkagftb g pgsb iks lkrhks sgrìb lbfscigrkibs, fks iglcs÷gs sberg b tcpb ig vgáludb kigqukib pkrk trkfspbrtg.
\cstgaks ig Icstrceucèìb> Lustbs, @rbtks g Ubtgcrczkèìb —\cstgak ã ua lbfnuftb ig gdgagftbs, cftgrkhgftgs g cftgrigpgfigftgs, lkik qukd lba lb a su suk k `u `ufè fèìb ìb gs gspg pglá lá`c`clk lk,, qu qug g trk trkek ekdo doka ka ga scftbfck, pkrk ktcfhcr igtgracfki igtgracfkib b bengtcvb.‑ Lbab në gstuikabs, fk Dbhástclk, pkrk qug sgnk g`clcgftg, auctbs —khgftgs‑ sg rgdklcbfka. Fk `ksg ig icstrceucèìb tkaeãa. Zbrtkftb, ua scstgak ig icstrceucèìb tga k agsak lkrkltgrástclk> uak lbaecfkèìb ig bpgrkè÷gs, qug `braka ua lbapdgxb brhkfczkib, qug tîa ua bengtcvb> gxlgdîflck fbs sgrvcèbs prgstkibs, hgrkfib vkdbr khrghkib. Capbrtkftg skdcgftkr qug, lbab qukdqugr scstgak g, prcflcpkdagftg, ga icstrceucèìb `ásclk, oë lbfstkftg cftgrkèìb lba b agcb gxtgrfb. Igstk `brak, vkabs lbfoglgr agdobr bs gdgagftbs qug lbap÷ga ua scstgak ig icstrceucèìb.
Gdgagftbss ig Icstrceuc Gdgagftb Icstrceucèìb èìb • Cfstkdkè÷gs @cxks> tbib scstgak ig icstrceucèìb icstrceuc èìb gstë vcfludk vcfludkib ib k cfstkdkè cfstkdkè÷gs ÷gs igstcfkiks ê rglgpèìb ig agrlkibrcks, hgrkdagftg cftgragicërcbs - lgftrbs ig icstrceucèìb, krakzãfs g dbnks, qug `krìb b sgqugflckagftb ktã k loghkik ibs prbiutbs kbs ldcgftgs `cfkcs. Ga tbiks gstks cfstkdkè÷gs, oë igslkrhk igslkrh k ig prbiutb prbiutbs, s, abvcagf abvcagftkèìb tkèìb cftgrfk g, pbr `ca, lkrrghkagftb ibs vgáludbs, ga pdk-
Ycpbs ig Pgáludbs pkrk Icstrceucèìb K düh dühclk clk pgi pgig g qug fb trk trkfsp fspbrt brtg g ik `ëerclk k sgus prcagcrbs cftgragicërcbs, lgftrbs trb s ig ics icstrce trceucè ucèìb, ìb, pbr gxg gxgapd apdb, b, sgn sgnka ka utcdczkibs vgáludbs ig hrkfig pbrtg. Në fk abvcagftkèìb pkrk dbnks g vkrgncstks, b fbrakd ã utcdczkr vgáludbs agfbrgs, qug pbiga sgr akfberkibs lba akcs `klcdcikig, igftrb iks ërgks urekfks iks lcikigs, g qug ktgfiga ês rgstrcè÷ rgstrcè÷gs gs pkrk lcrlud lcrludkèìb kèìb ig vgálu vgálu-dbs db s pg pgsk skib ibs. s. K fg fglg lgss ssci ciki kig g ig ak akcb cbr r `rgquîflck fks gftrghks ig prbiutbs `rklcbfkibs kbs dbncstks, tkaeãa gxchg qug sg usga vgáludbs ig agfbr pbrtg, lbab b PWL - Pgáludb Wrekfb ig Lkrhk.
• \cstgak ig Cf`brakè÷gs, Okriwkrgs g \b`twkrgs> k lbapgtctcvcikig iks gaprgsks abigrfks pkssk, berchktbrckagftg, pgdk hgstìb ig ua scstgak ig cf`brakè÷gs, pbr akcs scapdgs qug sgnk. Lkikstrb ig ldcgftgs, cf`braktczkèìb aktcz kèìb iks gspg gspglc`cl lc`clkè÷g kè÷gss iks lkrh lkrhks> ks> qukftciki qukf tcikigs, gs, obrë obrërcbs rcbs ig gftrg gftrghk, hk, gaek gaekdkdkhgfs, prblgiîflck, prblgiîflck, igstcfb, ctcfgrërcb ctcfgrërcb gtl. Yui Yuib b b akcs cf`braktczkib pbssávgd pkrk prbpbrlcbfkr akcs khcdcikig kb hgstbr dbhástclb. Fgstk fglgsscikig cflduga-sg scstgaks cf`braktczkibs ig rbtgcrczkèìb lba lbbrigfkiks hgbhrë`clks, akpks gtl. Ybib b pdkfgnkagftb ig icstrceucèìb, fks
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Gestão Comercial - Módulo 4 -
Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
• Gstruturk ig Lustbs> quga icstrceuc, g fìb lucik ibs lustbs, lbrrg auctbs rcslbs. Kb sg kfkdcskr k scapdgs trkfs`grîflck ig prbiutbs, lkrrghkfib-sg agrlkibrcks ga dbtkèìb lbapdgtk, qukfib uak `ëerclk igsdblk suk prbiuèìb prbiu èìb ig ua ua —pbftb —pbftb K‑ pkrk ua ua —pbft —pbftb b E‑, Ubakfgcb ã b ibluagftb qug cfprktclkagftg ks vkrcëvgcs akcs capbrtkftgs ig `brak lbab b prbiutb gstë brhkfczkib lustgcb sìb icståflck g qukftcikig ig lkrhk (gaekdkib) ga rgdkèìb kbs igakcs vbduigsdblkik. Gstgs lëdludbs sìb kdvb ig kfëdcsg ags> cigftc`clk ga qukd vbduag gflbftrkpbr pkrtg iks trkfspbrtkibrks, hgstbrgs ig sg ua prbiutb, bu kcfik, b lbftgþib ig trkfspbrtg ibs prbiutbrgs g iks gaprgsks qug igtgracfkib vbduag. lbagrlckdczka bs prbiutbs cftgragicërcbs. Fks lkrhks `rklcbfkiks, ga qug bs B tgrab "rbakfgcb" tkaeãa pbig sgr vgáludbs fga sgaprg pkrtga dbtkibs, tkauskib pkrk ig`cfcr ua lkrrghkagftb ig agr- eãa ã lbaua b `rgtg sgr lberkib pgdk icslkibrckss k sgrga gftrghugs, lkibrck gftrghugs, ktrkvãs ig rbtk tåflck g qukftcikig ig lkrhk, aks, pkrtcfib lbapdgxcikig ik icstrce icstrceucèìb ucèìb `áprã-igtgracfkik, k ua bu akcs rglgptbrgs pkrk k rgkd lbapdgxcikig lbapkrtcdokibs,, pkrk vë(ldcgftgs). Hgrk-sg uak dcstkhga igtkdokik sclk, lba rbtgcrbs lbapkrtcdokibs ibs prbiutbs qug lbapbrìb k gftrghk, lba rcbs igstcfbs g ldcgftgs, oë ig sg pdkfgnkr qukftcikig, prgèb, pgsb gftrg butrbs. B rb- ua rbtgcrb sgqugflckd ig gftrghks kdclgrakfgcb acfcaczk grrbs fk gftrghk g pbig èkib ga kpgfks uak vckhga. Zbig Zbi g klb klbftg ftglgr lgr qug gx gxcst cstka ka ldc ldcgft gftgs gs knuikr k prgvgfcr `urtbs bu rbuebs ig lkrhks. Zkrk qug bs prbh prbhrkak rkakss - sb`twkrgs - sga pdkfgnkagftb pkrk rglgecagftb, b qug pbsska `uflcbfkr, gftrka ga lgfk bs gquc- pbig hgrkr dbfhk gspgrk pkrk igslkrrghkr, pkagftbs - okriwkrgs, qug, ga prblgssbs k`gtkfib sgfscvgdagftg ks gftrghks sgqugfdbhástclbs, vìb kdãa ig scapdgs caprgssb- tgs, pgrigfib vkdbr khrghkib, hgrkfib lustbs rks g aclrblbaputkibrgs. Fb aüiudb ig kiclcbfkcs, pbcs k blcbscikig ib pgssbkd, gfAãtbibs g Yãlfclks Dbhástclks, lbfoglg- qukftb fìb igslkrrghk, g ib tgapb cfktcvb ib abs qug ga Dbhástclk sìb gxtrgakagftg lkacfoìb ã prgnuczb lgrtb. Kpgskr igstg lgfërcb kpkrgftgagftg ig þtgcs prblgssbs ig dgcturk pbr gslåfgr, hgstìb lba b kuxádcb ib GIC - Cftgrlåaecb Gdg- vkrcëvgcs cflbftrbdëvgcs, sgaprg sgrë capbrtrùfclb ig Ikibs, lbaufclkèìb aüvgd pbr tkftg agdobrkr bs prblgssbs ig kpurkèìb, rkicb`rgquîflck g HZ\ - \cstgak ig Zbsc- lbftrbdg g icacfucèìb ibs lustbs. Igstk `brak, lcbfka lcb fkagft gftb b Hdb Hdbekd ekd,, tbi tbibs bs bpg bpgrki rkibs bs pbr `brka igsgfvbdvcibs sb`twkrgs g prbhrkaks ig lustgcb, gspglckdagftg pkrk gstg hgrgflckgqucpkagftbs gspglckcs. agftb ibs lustbs ig icstrceucèìb. • Gqucpgs ig Yrkekdob> fgfouak ga• Gstbqugs ig Zrbiutbs> k hgstìb ig gstbqugs ã `ktbr lrátclb ig sulgssb fb prb- prgsk `uflcbfk su`clcgftgagftg ega, sga uak gqucp ucpg g ig lbd lbdkeb kebrki rkibrg brgs, s, trg trgcfk cfkik ik kig kigqu qukklgssb ig icstrceucèìb. Ybib hgstbr, igftrb ig ebk gq suk rgkdc rgkdcikig ikig brhk brhkfczkl fczklcbfkd cbfkd,, prgb prgblupk lupk-sg -sg ikagftg pkrk b igsgapgfob ig suks tkrg`ks. brhkfczkèì czkèìb b pbig cfvgstcr cfvgstcr ga gqucpkagftbs gqucpkagftbs,, lba b lustb ibs prbiutbs gstblkibs fb igpü- K brhkf sctb ik `ëerclk, `ëerclk, fbs ktklk ktklkicstks icstks,, fbs icstrceucicstrceuc- sb`twkrgs g okriwkrgs, aks, sga uak gqucpg
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Gestão Comercial - Módulo 4 -
sgu sgtbr. B abtbrcstk ib lkacfoìb, sgu knuikftg, ks gqucpgs ig rglgpèìb g gxpgicèìb, tbib tb ibss ig igvg vga a gs gstk tkrr pr prgp gpkr krki kibs bs,, pk pkrk rk pd pdgf gfk k sk sktctcss`kèìb ig sgus lbdghks ig trkekdob (ldcgftg cftgrfb tgr fb)) g, prc prcfl flcpk cpkdag dagftg ftg,, bs ldc ldcgft gftgs gs gxt gxtgrf grfbs bs,, pb pbcs cs tbibs gspgrka ua gdgvkib fávgd ig sgrvcèb. K ludturk ik kprgficzkhga lbftáfuk sberg Dbhástclk igvg gstkr cfstkdkik ga tbibs bs fávgcs.
\cstgaks ig Icstrceucèìb K akcbrck ibs kutbrgs sgpkrk ga iuks abikdcikigs bs scstgaks ig icstrceucèìb. B prb`gssbr Kftbfcb Hkdvìb Fbvkgs, ga Dbhástclk g Hgrgflckagftb ik Lkigck ig Icstrceucèìb, gicèìb ig 5::8, kebrik gstk icvcsìb>
Lbf`crak-sg qug, fb prcagcrb lksb, k dbtkèìb ã lbapdgtk - lokakik ig trkfs`grîflck ig prbiutbs, kprbvgctkfib-sg kb aëxcab b gspkèb ib vgáludb. Në fk lbapkrtcdokik, fga sgaprg sg blupk, ik agdobr `brak, bs gspkèbs icspbfávgcs fb vgáludb, k lbagèkr pgdb lkrrghkagftb qug ã cfvgrsb> prcagcrb klbabik-sg ks agrlkibrcks ib þdtcab igstcfb.
Icstrceucèìb
2014 - Nivel de Servico Logistico
Gestão Comercial - Módulo 3 -
k- Icståflck Zgrlbrrcik g Pgdblcikig Bpgrklcbfkd K icståfl icståflck ck gftrg k skáik skáik ik lkrhk - pbftb pbftb ig brchga - ktã b pbftb ig igstcfb ã `ktbr lbficlcbfkftg ik gslbdok ib tcpb ig vgáludb, lbapbscèìb g tkakfob ik `rbtk, lustb g `rgtg k sgr lkdludkib g lberkib ib usuërcb. K Pgdblcikig Bpgrklcb Bpgrklcbfkd fkd ã lkdludkik pgdk vgdblcikig aãick gftrg bs pbftbs ig brchga g igstcfb, bu sgnk, kpgfks gfvbdvg b trkfspbrtg ga sc. Kssca, sg igslbftk igslbftk bs pgrábibs ga qug obuvgr lkrhk, igslkrhk, tgapb ig gspgrk pkrk lkrrghkagftb gtl. Cstb schfc`clk qug, kquc, tgabs kpgfks ibcs pbftbs> —K‑ g —E‑, gxprgssbs fk `üraudk> Pbp 1
k- Icstrceucèìb —Wa pkrk Wa‑> vgáludb tbtkdagtfg lkrrghkib fb igpüsctb ik `ëerclk, bu fb LI (Lgftrb ig Icstrceucè Icstrceucèìb) ìb) ib vkrgncstk. K dbtkèìb lbapdgtk ã trkfspbrtkik pkrk butrb pbftb, pbigfib sgr ua butrb Lgftrb ig Ictrceucèìb, ua pbftb-ig-vgfik - dbncstk - bu butrb pbftb qukdqugr= e- Icstr Icstrceucè ceucèìb ìb Lbapk Lbapkrtcdo rtcdokik kik —Wa pkrk Auctbs‑> lkrrghk-sg b vgáludb fb LI ib ktklkicstk, lba agrlkibrcks igstcfkiks k icvgrsbs ZIP¹s ZIP¹s - pbftbs-ig-vgfik pbftbs-ig-vgfik - bu ldcgftgs. ldcgftgs. Gstg trkfspbrtg igpgfig ib pdkfgnkagftb ig ua rbtgcrb ig gftrghks.
Gestão Comercial - Módulo 1 -
icståflck gftrg K g E. ]tKE - (tgapb lkrrghkagftb + tgapb igslkrhk + gspgrks)Q
Zgdb gxpbstb, k vgdblcikig bpgrklcbfkd ã lkdludkik icvcicfib-sg k icståflck gftrg bs pbftbs pgrlbrrcibs pgrlbrrcibs (K g E), pgdb tgapb tbtkd tbtkd ik vckhga, igslbftkfib-sg bs tgapbs ig pkrkik (lkrrghkr + igslkrrghkr + gspgrk). Igvcib kbs hrkfigs prbedgaks ig cf`rkgstruturk vcërck, gstrkiks gseurklkiks, pbr gxgapdb, k vgdblcikig bpgrklcbfkd ik akcbrck ibs trkfspbrtkibrgs klkek sgfib rgiuzcik ga kdhufs lksbs, prgnuiclkfib k prbiutcvcikig, lba agfbs tbfgdkiks pbr qucdùagtrb kb kfb, hgrkfib akcs lustbs ig akfutgfèìb.
e- Ygapb Zkrkib> Lkrhk g Igslkrhk g Klbficlcbfkagftb Ks rbtcfks ig pgskhga, lbf`grîfl lbf`grîflck, ck, gacssìb ig ibluagftkèìb g bpgrkè÷gs ig lkrrghkagftb g igslkrrghkagftb `braka b tgapb pkrkib ig ua vgáludb ig trkfspbrtg. Fb scstgak —ua pkrk ua‑, qukfib b pgrlursb ã pgqugfb, gstg tgapb ã auctb prgnuiclckd.
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lbrrg lbrr g kp kprb rbxc xcak akik ikag agft ftg g 38 ma ma,, `k `kzg zgfi fib b ua tb tbtk tkdd ig ;3 ;39 9 ma (c (ci ik g vbd bdtk tk). ). \g k vgd gdbl blci cik kig aãi ãick ck `b `br r ig 9: ma/o, ktcfhcrë prktclkagftg 7 obrks fb tgapb ig cik g vbdtk. Oë k prbekecdcikig ig `clkr akcs tgapb pkrkib lkrrghkfib, igslkrrghkfib, pgskfib, `kzgfib b prblgicagftb ig lbf`grîflck gtl., ib qug g`gtcvkagftg fk gstrkik.
Zkrk acfcaczkr gstg prbedgak, iurkftg b klbficlcbfkagftb, b cigkd ã ufctczkr ks lkrhks, ktrkvãs ig pkdgtgs. Pgnk> uak lkrrgtk gxchg ga tbrfb ig trîs obrks pkrk sgr igslkrrghkik akfukdagftg, lba quktrb pgssbks trkekdokfib. \g k agsak lkrrgtk trkfspbrtkr k lkrhk pkdgtczkik ga, kprbxcakikagftg, <: acfutbs, lba b gaprghb ig kpgfks ua `uflcbfërcb bpgrkfib uak gapcdokigcrk, sgrë `gctb b igslkrrghkagftb.
l- Ygapb Zbrtk k Zbrtk Ktrksbs, Ktrk sbs, pkrkiks pkrkiks caprgvcst caprgvcstks ks g rgtg rgtgfè÷ fè÷gs gs fb sbdb pbiga tgracfkr lba tbik k khcdcikig g vgdblcikig ig ua trkfspbrtg pgdb abikd kãrgb. Fb ab abik ikdd ak akrá rátctcab ab,, gf gftì tìb, b, b tg tgap apb b pg pgri rici cib b fb fbss pbrt pb rtbs bs g b tg tgap apb b ig vc vckh khga ga sì sìb b ig iglc lcsc scvb vbs, s, pk pkrk rk qug gaekrlkibrgs bptga pbr butrks abikdcikigs ig trkfspbrtg. Gspglckdagftg qukfib b vkdbr vk dbr uf ufctë ctërcb rcb ik agr agrlk lkib ibrck rck `br kdt kdtb, b, hg hgrkd rkdag agftg ftg akfu`kturkibs, fìb lbapgfsk utcdczkr fkvghkèìb, fga qug sgnk ig lkebtkhga fk lbstk erkscdgcrk. Fb abikd rbibvcërcb b tgapb Zbrtk k Zbrtk tkaeãa ã rgdgvkftg. Kpkrgftgagftg, bs lustbs ibs trkfspbrtkibrgs sìb gqucpkrkibs, aks pbiga klbftglgr sctukè÷gs ga qug oknk —vkrckecdcikig‑ —vkrckecdcik ig‑ ig ua pkrk butrb prgstkibr. prgstkibr.
Lbficè÷gs ic`grgflckiks ig `rgtg
Gestão Comercial - Módulo 4 -
Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
vcèb db vcèb dbhá hást stcl clb, b, pb pbcs cs lr lrck ck k pb pbss ssce cecdc cdcik ikig ig ig ak akcb cbr r tgapb ik agrlkibrck `clkr gstblkik. Në k trkfspbrtkibrk —E‑ b`grglg tgapb ig Zbr brtk tk k Zb Zbrt rtk k aãic icb b akcb cbrr (9 ick cks s) aks ks,, ga suk prbpbstk, kprgsgftk pkirìb `cxb pgrakfgftg. Igstk `brak, k kfëdcsg iks prbpbstks igvgrë ig`cfcr lbab agdobr bpèìb k gaprgsk —E‑, pkrk prgstkèìb ib sgrvcèb. Pgnka b qukirb kekcxb> Pkrckèìb ib Ygapb Zbrtk k Zbrtk Yrkfs`grîflck ig Zrbiutbs> Gaprgsk Gaprgsk Yrkfs`grîflck Ugzgfig k Ucegcrìb Zrgtb K E Ygapb aãicb (ga icks)
<,7
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i- [u [ukf kftc tcik ikig ig/P /Pbd bdua uagg ik Lk Lkrh rhkk g Lkrhk ig Ugtbrfb Pkrcëvgd cfqugstcbfëvgd, k qukftcikig ik lkrhk, qug pbig sgr trkiuzcik ga tbfgdkiks, agtrbs lþeclbs bu qukftcikig ig pkddgts, ã `ktbr iglcscvb fk icstrceucèìb `ásclk. Zkrk vbduags auctb kdtbs, kdhuaks gaprgsks iglciga cfvgstcr ga sgrvcèb prüprcb ig icstrceucèìb (`rbtk prüprck), lbab klbftglg lba k gaprgsk Lksks Ekock, trkiclcbfkd vkrgncstk, lba sgig fb KEL pkudcstk. Butrb eba gxgapdb ã b scstgak ig icstrceucèìb ik Lblk-Lbdk, qug ã prüprcb g ktgfig tkftb tkf tb vkr vkrgnc gncstk stkss ig pgq pgqugf ugfb b pbr pbrtg tg lba lbab b ekrgs g rgstkurkftgs ig pgrc`grck g hrkfig hrkfigss rgigs ig supgragrlkibs. K qukftciki qukftcikig g ig pbftbs-igpbftbs-ig-vgfik vgfik k sgrga suprcibs, tcpbs ig agrlkibrck g butrbs `ktbrgs pbiga igtgracfkr b usb ig `rbtks tgrlgcrczkiks g abtbrcstks kutùfbabs. Ã b lokakib usb lbapkrtcdokib ibs vgáludbs, qug bpgrk lba igslkrhk aþtuk ga tgracfkcs lbaufs k akcs ig uak gaprgsk. Fgstg lksb, b akcbr prbedgak ã b lbftrbdg ib fávgd ig sgrvc-
Gestão Comercial - Módulo 3 -
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qukdcikig lbaprbvkik ga sgrvcèbs, b qug pbigrë lbaprbagtgr b fávgd ib sgrvcèb dbhástclb.
Lkacfoìb —rbikfib vkzcb‑ ã pgrik ig icfogcrb. Ybik trkfspbrtkibrk fghblck lkrhk ig rgtbrfb, pkrk qug pbssk lberkr butrb `rgtg. Lksb tgfok qug vbdtkr kb igstcfb sga lkrhk, lba lgrtgzk, rgpksskrë b lustb kb `rgtg pkhb pgdb gaekrlkibr. Ga butrks sctukè÷gs, b qug fìb ã rglbagfiëvgd, b trkfspbrtkibr pbigrë lbdblkr lkrhks gxlgigftgs, —sghurkr‑ k lkrhk ga sgu igpüsctb ktã betgr lbf`crakèìb ik gxcstîflck ig lkrhk ig rgtbrfb, —rgpksskr‑ b sgrvcèb k trkfspbrtkibrgs lba vkdbrgs akcs ekcxbs, sga qug b lbftrktkftg skcek gtl.
g- Igfscikig, Icagfs÷gs g Abr`bdbhck iks Wfcikigs Yrkfspbrtkiks Yrkfspbrtkiks K qugstìb ik igfscikig igfscikig ã `ëlcd ig sgr gftgficik. Lbapkrg b vbduag ig agrlkibrcks, lbab kdhbiìb, lba b vbduag ig dcfhbtgs ig louaeb lou aeb,, pbr gxg gxgapd apdb. b. Kss Kssca, ca, prb prbiut iutbs bs ig agfbr igfscikig dbtka b vgáludb pbr vbduag g fìb pbr pgsb. \g k igfscikig aãick iks lkrhks `br auctk ekcxk, bptk-sg pbr ekþs gspglckcs, lba akcbr vbduag. Në fb lksb iks icagfs÷gs g abr`bdbhck, pbigabs lbf`crakr suk cf`duîflck fb trkfspbrtg. Yrkfspbrtkr iutbs, lkfbs, ekrrks ig kèb g tuebs, pbr gxgapdb, gxchg lucikibs lba b lbap lb aprc rcag agft ftb b ik lk lkrh rhk, k, b qu qug g k` k`gt gtk k b ak akfu fusg sgcb cb,, krrkfnb g trkfspbrtg. \g, abr`bdbhclkagftg, k lkrhk `br vkrckik, lbab aüvgcs në abftkibs> lkig lk igcr crks ks,, pb pbdtdtrb rbfk fkss g sb sb`ë `ës, s, bu kc kcfi fik, k, ag agsk skss ig ic`grg ic` grgftg ftgss tka tkakf kfob obs, s, ok okvg vgrë rë prb prbedg edgak akss fk kl klbb-
Gestão Comercial - Módulo 4 -
Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
Gestão Comercial - Módulo 3 -
hurkfèk hurkf èk bu sc scst stga gak k ig rks rkstrg trgka kagf gftb tb ig vg vgál áludb udbs. s. Fìb oë iþvcik ig qug tkcs igspgsks kiclcbfkcs sgnka cflduáiks fb `rgtg, lbab tkxk ki vkdbrga.
h- @rkhcdcikig g Zgrcludbscikig> Ybib prb prbiutb iutb tga suk gsp gspglc glc`clk `clkèìb èìb,, qukftb k gapcdokagftb, `brak ig trkfspbrtg, lucikibs ig krakzgfkhga gtl. Zrgvgfcr kvkrcks fk lkrhk ã berchktbrcgikig ib bpgrkibr dbhástclb, gspglckdagftg, vcirkrck, bvbs, aktgrckcs igdclkibs bu scacdkrgs. Zbig sgr qug tuib gstgnk sbe lbftrbdg, aks k akfutgfèìb prglërck ib vgáludb pbigrë klkrrgtkr pgriks ig agrlkibrcks, b qug `ktkdagftg, cf`dugflck fb fávgd ig sgrvcèbs prgstkibs. [ukftb ê lkrhk pgrchbsk, b qug sg gspgrk ib bpgrkibr ã b ktgficagftb ê dghcsdkèìb iks dblkdcikigs ga qug trk`ghk. Fb Erkscd, vërcks fbraks prgvkdglga pkrk trkfspbrtg ig lkrhks pgrchbsks. Lbaeustávgcs, prbiutbs quáaclbs, tcftks, `üs`brbs g igakcs lkrhks qug b`grgèka rcslb ê pbpudkèìb g kb agcb kaecgftg ecg ftg prg prglcs lcska ka gst gstkr kr klb klbfic ficlcb lcbfki fkiks ks ig `brak lbrrgtk, ega lbab bs bpgrkibrgs prglcska ktgfigr ês gxchîflcks ig sghurkfèk. Fgstg trkfspbrtg, sg pbssávgd, b rbtgcrb igvg prcvcdghckr vcks qug acfcaczga bs rcslbs ig trkfspbrtg, b qug pbigrë gflkrglgr b `rgtg.
Fbè÷gs ig Lustbs Dbhástclbs Bs lustbs tbtkcs ga Dbhástclk cflduga tbibs bs prblgssbs (rglgpèìb, krakzgfkhga g icstrceucèìb) sgfib auctb lbapdgxbs. Fgstg Fgstg abagftb, b bengtcvb ã trkèkr ua pkfbrkak ergvg ig lbab pbigabs lbapbr bs lustbs, fks bpgrkè÷gs ig icstrceucèìb.
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Lustbs @cxbs \ìb lustbs qug cfigpgfiga ib vbduag ig prbiuèìb bu fávgd ig ktcvcikig ik gaprgsk. Agsab qug k gaprgsk fkik prbiuzk bu fkik vgfik, b lustb `cxb sg akftãa lbfstkftg. Fb lksb ig khgftg dbhástclb, prgstkfib bu fìb sgrvcèbs, k gaprgsk tgrë qug krlkr lba kdhufs lbaprbacssbs. Pgnk> • Kduhugd ibs igpüsctbs= • @cfkflckagftb ik `rbtk= • Ygdg`bfg, ëhuk g gfgrhck gdãtrclk= • \ghurbs g igprglckèìb= • \kdërcb g gflkrhbs rg`grgftgs kbs abtbrcstks g knuikftgs= • CZPK CZPK ik `rbtk= `rbtk= • \kdërcbs g gflkrhbs ik log`ck= • Akfutgfèìb.
Lustbs Pkr Pkrcëvgcs cëvgcs \ìb lus lustbs tbs icr icrgtk gtkagf agftg tg rgd rgdklc klcbfk bfkibs ibs lba b vbduag ig prbiuèìb bu fávgd ig ktcvcikig ik gaprgsk. Pkrcka prbpbrlcbfkdagftg ê prbiuèìb bu vgfiks rgkdczkiks. Fb lksb ig trkfspbrtkibrks> • pgèks ig rgpbscèìb= • lbaeustávgd g duerc`clkftgs= • pfgus= • dkvkhgfs gtl. • Kh Khbr brk k vk vkab abss `k `kdk dkrr ua pb pbul ulb b sb sber erg g lb lbab ab cssb klbftglg fks bpgrkè÷gs ig icstrceucèìb.
Lustb Ybtkd> • Fìb ã ic`álcd pgrlgegr qug, fb trkfspbrtg —ua pkrk ua‑, betãa-sg glbfback ig gslkdk.
Gestão Comercial - Módulo 4 -
Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
Zgfsgabs ga ua lbftrktb qug gfvbdvk trkfs`grîflcks ig prbiutbs ig uak `ëerclk ig gdgtrbibaãstclbs (aëqucfks ig dkvkr) sgickik ga Zgdbtks (U\), pkrk ua igpüsctb ig ua khgftg vkrgncstk, sctukib ga \ìb Zkudb (\Z), pgr`kzgfib ;.;5: ma, lbapdgtkfib 5.59: ma (cik g vbdtk), lbfsuacfib lkik vckhga quktrb icks. Cakhcfgabs qug lkik aëqucfk ig dkvkr pgsg 99 mh g k `ëerclk `brfgèk 5: acd pgèks pbr kfb kb vkrgncstk. Zkrk lkdludkr b lustb `cxb pbr ick, vgrc`clkabs qug k lkrrgtk bpgrg 57 icks pbr aîs. B lustb `cxb lbrrgspbfigrë k uak vckhga ig cik g vbdtk. Dgvkftk-sg b lustb `cxb agfskd, prgvckagftg kpurkib (vgnk tkegdk fk prüxcak pëhcfk) icvcig-sg pbr 57 icks g audtcpdclk-sg b rgsudtkib pbr 9 icks (iurkèìb ib lcldb ig gftrghk). Zkrk betgr-sg b lustb vkrcëvgd ig uak vckhga lbapdgtk, lbapdgtk, audtcpdcl audtcpdclk-sg k-sg b lustb pbr qucdùagtrb prgvckagftg kpurkib (vgnk tkegdk fk prüxca prü xcak k pëh pëhcfk cfk)) pgd pgdk k ics icståf tåflck lck pgr pgrlbr lbrrci rcik, k, fgstg gxgapdb (;.;5: x 5 1 5.59: ma). Zkrk `glokr b lustb tbtkd, prglcskabs sbakr kdhufs butrbs vkdbrgs> lustbs ig kiacfcstrkèìb g b dulrb ik gaprgsk trkfspbrtkibrk qug, ga aãick, tbtkdczka 57% sberg k sbak ib lustb `cxb g ib lustb vkrcëvgd. Kpüs Kpü s k sbak igst igstgs gs ctg ctgfs, fs, icv icvcic cicabs abs b tbt tbtkd kd betcib pgdk qukftcikig ig lbapbfgftgs gaekrlkibs ekrlki bs ga uak vckhga. Gstk lbftk ã `gctk icvcicfib k lkpklcikig þtcd ib vgálu vgáludb db ga qucdbs qucdbs,, pgdb pgsb ig uak pgèk gaekrlkik, 99 mh. B rgsudtkib ibs lustbs ufctërc ufctërcbs bs ã capbrtk capbrtkftássca ftásscab. b.
Zbr gstgs lëdludbs lbflduc-sg qug, sg b trkfspbrtg `br rgkdczkib pbr ua pgqugfb lkacfoìb, lba lkpklcikig pkrk agck tbfgdkik, b lustb ib trkfspbrtg, pbr pgèk, sgrck ig U$ ;:;,57. \g k iglcsìb bptkr pbr ua vgáludb vgálud b ig hrkfig pbrtg - ua rbibtrg rbibtrga, a, qug
Gestão Comercial - Módulo 3 -
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Gestão Comercial - Módulo 4 -
Lustb @cxb g Pkrcëvgd pkrk Pgáludbs ig Lkrhk Pgáludbs Lkpklcikig Lustb @cxb Lustb Pkrcëvgd Icvgrsbs Þtcd (mh) (U$/aîs) (U$/ma) ;
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Ycpb ig Lkacfoìb Lustb Lustb @cxb/aîs Pkrcëvgd/ma Lkpkl. ga U$ ga U$ tbfgdkiks
Gestão Comercial - Módulo 3 -
Lkpkl. Lkrhk Aëqucfks ig Dkvkr
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Zkrk `klcdctkr b gftgficagftb,v gftgficagftb,vkabs kabs igs-
2014 - Nivel de Servico Logistico
<- K icståflck gftrg Zbrtb Kdghrg g \ìb Zkudb ã ig ;.;5: ma. Cik g vbdtk, sbaka 5.59: ma= 9- B tgapb ig vckhga ã ig 9 icks (cik g vbdtk)= [ukf kftctcik ikig ig ig vc vckh khgf gfss pb pbrr aî aîs> s> 57 ic icks ks== 7- [u 0- Zkrk ua lkacfoìb ig ± tbfgdkik, b lustb `cxb ã ig U$ 5.:8;,::/aîs g b lustb vkrcëvgd ã ig U$ :,50
;
Pkrckèìb ib Lustb Wfctërcb Yrkfspbrtg Yrkf spbrtg Zbrtb-Kdghrg/\ìb Zkudb
Gestão Comercial - Módulo 1 -
;
U$ 7?3,;5
U$ :,50< x 5.59: ma
U$ ;,
Lustbs Ybtkcs /5 tbfgdkik
;
97 tbfgdkiks
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Lustb Wfctërcb ; /5 tbfgdkik
Gestão Comercial - Módulo 4 -
Lustb Wfctërcb 97 tbfgdkiks
Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
ebds÷gs ig gftrghk, pkrk bs qukcs, prg`grgflckdagftg, igvg sgr utcdczkib ua þfclb vgáludb.
Lustb Lustb Ybtkd/Aëqucfks Ybtkd/Aëqucfks U$ ;:;,57 U$ 7,;? trkfspbrtkiks trkfspbrtkiks (;;,<0<0) (;.:55,8585)
Igpbcs igstks gxpdclkè÷gs, `clbu akcs ldkrk k rkzìb pbrqug k akcbrck ibs trkfspbrtgs, scacdkrgs scacdkrgs kb kprgs kprgsgftki gftkib b fb gxgapdb, gxgapdb, ã rgkdczkik pbr vgáludbs ig hrkfig pbrtg. Dgaergabs qug k kfëdcsg `cxbu-sg fk vkrcëvgd vgáludb utcdczkib, cigftc`clkfib sgrga akcs rgftëvgcs lkacfo÷gs akcbrgs. \g b `rgtg pbr pgèk, k qug tga icrgctb k trkfspbrtkibrk, `bssg `c`cxb xb,, g k ig iglc lcsì sìb b pg pgdb db tctcpb pb ig lk lkac acfo foìb ìb `b `bss ssg g gx gx-ldus ld uscv cvk k ik tr trkf kfsp spbr brtk tkib ibrk rk,, b vg vgál álud udb b ak akcs cs gl glbf bfùùaclb ac lb,, lb lba a lg lgrt rtgz gzk, k, sg sgrc rck k b qu qug g su supb pbrt rtk k 97 tbfgdkiks (rbibtrga).
\cstgak Icstrceucèìb Lbapkrtcdokik —Wa pkrk Auctbs‑ Fb scstgak lbapkrtcdokib, vërcbs sìb bs igstcfbs iks agrlkibrcks> dbnks g ldcgftgs `cfkcs. Kssca qug ã lkrrghkib, lkrrghkib, fb Lgftrb ig Icstrce tr ceuc ucèèìb ìb,, b vgá gállud udb b lua uapr prg g ua rb rbtg tgcr crb b prã-gstkegdglcib. Ykd ctcfgrërcb ã rgprgsgftkib pbr uak icståflck —I‑ ktã ua ebdsìb ig gftrghk. Igftrb igstk —zbfk ig gftrghk‑, b lkacfoìb rgkdczk vërcks vcsctks, prgstkfib sgrvcèbs ig gftrghks g lbdgtks kbs ldcgftgs. K rbtcfk igstg vgáludb ã lbftáfuk. Kpüs b luaprcagftb iks bpgrkè÷gs, vbdtk kb igpüsctb g fbvkagftg fbvkagftg pgrlbrrg pgrlbrrg b ctcfgrërcb ctcfgrërcb,, lbf`brag lbf`brag igtgracfkib> icståflck —I‑ pkrk —F‑ vcsctks. Ik agsak `brak ga qug, icstrceucr lba lkacfoìb pkrk ua þfclb igstcfb, igpgfigfib ig lbf lbficè icè÷gs ÷gs gsp gspglá glá`cl `clks, ks, k ics icstrc trceuc eucèìb èìb lba lbapkr pkr-tcdokik gxchg qug sg ktgftg pkrk vërcbs `ktbrgs.
e- Icståflck —I‑ gftrg b LI g b Ebdsìb ig Gftrghk K icståfl icståflck ck sgaprg sgrë sgrë `ktbr lbftrceucftg lbftrceucftg pkrk akcbr bu agfbr lustb ig trkfspbrtg. Lbab në icslutcib, uak icståflck auctb lurtk pbigrë gflkrglgr b lustb, agsab fb lksb ib trkfspbrtg lbapkrtcdokib, pbcs b tgapb iks —pkrkiks‑ pbig sgr akcbr ib qug b ig tråfsctb ib lkacfoìb. l- Pgdblcikigs Bpgrklcbfkcs Aãicks Fb scstgak —Wa pkrk Auctbs‑, oë ig sg dgvkr ga lbftk iuks vgdblcikigs • P; - Pgdblcikig Bpgrklcbfkd ;> vgdblcikig fb pgrlursb ib igpüsctb, pkrk b ebdsìb ig gftrghk= • P5 - Pgdblcikig Bpgrklcbfkd 5> vgdblcikig igftrb ib ebdsìb ig gftrghk. i- Ygapb ig Zkrkik g Ygapb ig Lcldb Fk gftrghk lbapkrtcdokik, lbapkrtcdokik, b tgapb ga qug b vgáludb `clk gstklcbfkib pkrk pgskr, lbf`grc lbf `grcrr, gac gactcr tcr ibl ibluag uagftk ftkèìb èìb,, lkrr lkrrghk ghkrr g igslkrrghkr sìb prbpbrlcbfkcs ê qukftcikig ig pbftbs qug igvgrë vcsctkr. Kssblckib k gstg `ktbr gstë b tgapb tbtkd fglgssërcb fglgssërcb pkrk
Gestão Comercial - Módulo 3 -
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agftk-sg k fglgsscikig ig prglcsìb fb dgvkftkagftb ibs lustbs g igtgracfkèìb ig lbab sgrìb vcsctkibs.
`- [ukftcikig ig Agrlkibrck Ybfgdkiks, agtrbs lþeclbs, lkcxks bu pkdgtgs. Igvcib ê pbsscecdcikig ig prbiutbs ic`grgftgs, gftrghugs k ldcgftgs ic`grgflckibs, agicr k qukftcikig ik lkrhk fb trkfspbrt pb rtg g —u —ua a pk pkrk rk au auct ctbs bs‑‑ ã ic ic`g `grg rgft ftg g ib scstgak —ua pkrk ua‑. K qukftcikig qukftcikig ig pbftbs-ig-vgfik k sgrga suprcibs pbigrë schfc`clkr vkrckibs dbtgs ig agrlkibrck. h- Igfscikig, Icagfs÷gs g Abr`bdbhck ibs Zrbiutbs Yrkfspbrtkibs Yrkfspbrtkibs Ugpgtg-sg, Ugpg tg-sg, fb scstg scstgak ak lbapk lbapkrtcdoki rtcdokib, b, k vkrcëvgd qug k`gtk b scstgak —ua pkrk ua‑. K ic`g ic `grg rgfè fèk k kqu qucc ã qu qug g fg fga a sg sgap aprg rg tb tbib ibss bs pr prb biutbs tîa k agsak igfscikig, igfscikig, tbrfkfib akcs ic`álgcs ks iglcs÷gs. \g ks lkrhks pbssuárga igfsci igf scikig kigss ekc ekcxks xks,, igv igvgrì grìb b sgr utc utcdcz dczkib kibss ekþ ekþss gspglckcs, trkfspbrtkfib akcbr vbduag. Aks, tkd lgfërcb, lba ua vgáludb gftrghkfib pkrk vërcbs igstcfbs, ã pbulb prbvëvgd. Nuftg-sg ê qugstìb ik igfscikig, ks vkrckiks icagfs÷gs g abr`bdbhcks, ks qukcs lkrkltgrczka lkrhks lbapkrtcdokiks. Zrbedgaks fk klbabikèìb igftrb ibs vgáludbs, qug icstrceuga trceug a lkrhk lkrhkss pkrk auctbs igstcfbs, igstcfbs, sìb `rgqugf qu gftg tgs. s. Ak Akcs cs ê `rg `rgft ftg g gs gstu tuik ikrg rgab abss ua uak k icstrceucibrk ig prbiutbs ig dcapgzk, ochcgfg pgssbkd g kdcagftbs, k qukd tga sãrcbs prbedgaks, pbcs auctbs ldcgftgs supgragrlkicstks sbdcdclc sb lctk tka a bs trî trîss tctcpb pbss ig ag agrl rlki kibr brck ckss kb agsab tgapb. o- Pkdbr Wfctërcb g Klbficlcbfkagftb ik Agrlkibrck Zrbiutbs ig kdtb vkdbr ufctërcb, fkturkdagftg, rglgega akcbrgs lucikibs. Zrbvciîflcks pgrtcfgftgs ê sghurcikig iks agrlkibrcks
Gestão Comercial - Módulo 4 -
Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
Gestão Comercial - Módulo 3 -
k sgu igstcfb. Igftrg vërcks agiciks, pkrk prbtghgr b prbiutb, k akfutgfèìb ib vgáludb sgrë `ktbr lrátclb ig sulgssb. Lkrhks pgrchbsks fìb pbiga sgr trkfspbrtkiks ig qukdqugr `brak. \ghucr k dghcsdkèìb pgrtcfgftg ã cficspgfsëvgd. Zkrk gstgs tcpbs ig abvcagftkèìb, bs lucikibs hgrka lustbs kiclcbfkcs.
n- Lbapktcecdcikig gftrg Zrbiutbs Ic`grgflckibs [ukftb agdobr k lbapktcecdcikig ibs ic`grgftgs `grgft gs prbiutbs trkfspbrtki trkfspbrtkibs, bs, agdobr pkrk b khgftg trkfspbrtkibr. [ukfib, pbr gxgapdb, vkrc vk rcki kibs bs tctcpb pbss ig pr prbi biut utbs bs ig oc ochc hcgf gfg g g dcdcap apgz gzk k sìb klbficlcbfkibs, tuib `clk akcs `ëlcd. Aks, sg b ldcgftg pgig prbiutbs cflbapktávgcs, bs lustbss tgfiga lustb tgfiga k suecr suecr,, pbrqug fga fga sgaprg sgaprg pbigrë trkfspbrtkr prbiutbs fua agsab vgáludb.
Ughcstrb ig prbiutbs K gaprgsk Icstrceuci Icstrceucibrk brk —_‑ pbssuc akcs ig <: acd ctgfs lkikstrkibs fb scstgak. Lkik ctga ã ua rghcstrb qug cigftc`clk lkik uak iks kdtg kd tgrf rfkt ktcv cvks ks ig b` b`gr grtk tk ig ua pr prbi biut utb. b. Wa Wak k vg vgdk dk,, pbr gxgapdb, tgrë vërcbs lüichbs pkrk vërcbs ctgfs, lkik ua gspglc`c gspglc`clkfib lkfib ic`grgftgs `braktbs, lbrgs, krbaks g rgspgltcvbs klbficlcbfkagftbs> tcpbs g tkakfobs ig gaekdkhgfs. B khrupkagftb ig prbiutbs, ga pklbtgs bu lkcxks, hgrk ua fbvb ctga ig rghcstrb. K icstrceucèìb sgrë igtgracfkik, gssgflckdagftg, pgdb tcpb tc pb ig pr prbi biut utb b k sg sgrr gf gftr trgh ghug ug g pb pbrt rtg g ib ldcgftg. Kdcagftbs Kdcagftbs rg`rchgrki rg`rchgrkibs bs pgiga lkacfo÷gs lba rg`rchgrkèìb. Gxcstga lkacfo÷gs lba pkrtgs rg`rchgrkiks g fìb rg`rchgrkiks.
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Ks gap gaprg rgsks sks ldc ldcgft gftgs gs ik ics icstr trceu ceucib cibrk rk sìb ig ic`grgftgs gstruturks. Gstg lgfërcb hgrk prblgicagftbs ig sgpkrkèìb g gftrghk, lbf`brag lkik fghülcb rgkdczkib> lbf`grîflck g tgapb ig gspgrk pkrk igslkrhk, tcpb ig pkhkagftb gtl.
Gestão Comercial - Módulo 4 -
Ugprgsgftktcvcikig ibs prbiutbs icstrceuáibs K Ic Icst strr ce ceuc uc ib ibrr k — _‑ gf gftr trgh ghk k hr hrkf kfig ig vkrcgikig ig prbiutbs pkrk ua fþagrb gxprgsscvb ig ldcgftgs. Wa agsab ldcgftg sbdclctk ig quktrb k sgcs gftrghks agfskcs ig prbiutbs. K abvcagftkèìb lbfstkftg, sbakik k ldcgftgs g prbiutbs ig vkrckibs
2014 - Nivel de Servico Logistico
Ochcgfg Zgssbkd
Kdcagftbs
Dcapgzk
• kesbrvgftgs • lbficlcbfkibrgs • igsbibrk igsbibrkftgs ftgs • `rkdiks • pkpgd ochcîfclb • pkstks ig igftgs • skebfgt skebfgtgs gs • xkapus
Ug`rchgrkibs • kdcagftbs prãlbzcibs • lkrfgs g igrcvkibs • akrhkrc akrhkrcfks fks • sbrvgtg sbrvgtgss
• ëdlbbd • kftcab` kftcab`b b • kutbabtcvbs • lgrks • igsgf igsgfhbriu hbriurkfrkftgs • igscf`gtkftgs • igtgrhgftgs • skeìb ga pü
Fìb rg`rchgrkibs • ecslbctbs • akssks lbaufs • üdgbs • pü pkrk rg`rgslbs • skdhkicfobs • sulbs • tgapgrbs
Gftrghk & Lbf`grîflck Ldcgft Ldcg ftgs gs ig pb pbrt rtg, g, lb lbab ab hr hrkf kfig igs s rgigs ig ocpgragrlkibs, gxchga prbiutbs pkdgtczkibs, kdcfokibs dkib k dkib pkrk k lbf`grîflck. Uchbr fk lbf`grîflck, k nkfgdk ig gftrghk - obrërcb prgvckagftg igtgracfkib - prglcsk sgr luaprcik pgdb lkacfobfgcrb. Gxcstga rbtcfks ga qug b lkacfoìb gftrk ga uak `cdk fb cfálcb ib ick, lunk briga ig gftrghk pbig sgr kdtgrkik pgdb ldcgftg, hgrkfib rgtgfèìb ib lkacfoìb b ick cftgcrb fb ldcgftg, pkrk igslkrhk g lbf`grîflck ibs prbiutbs. [ukfib sìb ldcgftgs ig pgqug pgqugfk fk gstrut gstruturk, urk, gstgs rglgeg rglgega a rkpcikagftg ks agrlkibrcks, sga auctks prgblupkè÷gs lba k briga bu khrupkagftb. B prblgssb `clk scapdgs> lbftkhga pkrk lbf`grîflck lba k Fbtk @cslkd g igslkrrghkagftb rëpcib.
Gestão Comercial - Módulo 1 -
57% @kturkagftb hdbekd
57% @kturkagftb hdbekd
7:% @kturkagftb hdbekd
Zkrk k Dbhástclk, fìb ã g`clcgftg `kzgr lba qug ibcs lkacfo÷gs vcsctga b agsab ldcgftg, ga uak agsak sgakfk, sbagftg pkrk gftrghkr ks ic`grgftgs dcfoks ig prbiutbs. Aks, igpgfigfib ik rgdkèìb lbagrlckd lba bs ldcgftgs, gstg prblgicagftb tgrë ig sgr rgkdczkib ik agdobr `brak pbssávgd. Lbflcdckr Lbflcd ckr gss gssgs gs ksp kspgl gltbs tbs g cft cftghr ghrkr kr prblgssbs lbagrlckcs, lba bs ig dbhástclk, sgrë ua igsk`cb lkik vgz akcs `rgqugftg, pkrk bs khgftgs ig icstrceucèìb fb scstgak —ua pkrk auctbs‑.
Gestão Comercial - Módulo 3 -
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Gestão Comercial - Módulo 4 -
\caudkèìb ig Bpgrkèìb fk Icstrceucèìb Lbapkrtcdokik Igstk vgz, tgabs butrks vkrákvgcs, fk `brak ig icstrceucèìb, qug vkc pkrk auctbs igstcfbs. Zgfsgabs ga ua gxgapdb ocpbtãtclb> ;- Wak Wak `ëerclk ig rg`rchgrkftgs, sgickik fk Hrkfig \ìb Zkudb - Ickigak= 5- Përcbs ldcgftgs, ga \ìb Zkudb, lbaprka vërcks ufcikigs pbr kfb, icstrceuáiks sgakfkdagftg, qucfzgfkdagftg gtl. <- @ktbrgs Lbficlcbfkftgs pkrk igtgracfkèìb iks Bpgrkè÷gs ib \cstgak> • Icståflck —I‑ 16 qucdbagtrkhga ib igpüsctb (LI) ktã b ebdsìb (zbfk ig gftrghk). • Igfscikig (pbftbs pbr ma 5) 16 fþagrb ig pbftbs vcsctkibs pbr ma 5. • Lustbs pkrk k icståflck i 16 tkegdk lba kapdctuig ig 5,7 ma ktã <: ma “ lba cftgrvkdbs ig 5,7 ma. • Igfscikig 16 7 gftrghks/ma5, ;: gftrghks/ma5 g ;7 gftrghks/ma5. • Lkr Lkrhk hk igs igslkr lkrrgh rghkik kik fbs pbf pbftbs tbs 16 aãick ig ;0: mh, k lkik vcsctk. • Yga gapb pb Aã Aãic icb b ig Ig Igsl slkr krhk hk 16 ;5 ac acfu futb tbs= s= • Pgdblcikigs Aãicks> k) Gftrg b LI g b Ebdsìb> <7 ma/o - icståflcks ig ktã 5: ma - tråfsctb fk lcikig= e) Yrë`ghb Cftgraufclcpkd> 77 ma/o - icståflcks klcak ig 5: ma=
Zkrk lkik sctukèìb, cftgraufclcpkd bu tråfsctb urekfb, igvg-sg prblurkr b vgáludb ig agfbr lustb ufctërcb. Igvga sgr lbfscigrkiks rgstrcè÷gs ig tgapb, lkpklcikig ig lkrhk g butrks pbsscecdcikigs qug cf`dugflcka k bpgrkèìb pgdb scstgak lbapkrtcdokib. Ichkabs qug k trkfspbrtkibrk bpgrg k `rbtk lba ibcs tcpbs ig vgáludbs> ua qug tga
Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
Gestão Comercial - Módulo 3 -
\gdgèìb ig Pgáludbs Icstrceucèìb ig Ug`rchgrkftgs Igfscikig - pts/ma5 Icståflck ma
7 gftrghks
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Dgaerkfib qug> Lustb @cxb g Pkrcëvgd pkrk Pgáludbs ig Lkrhk Lkpklcikig Þtcd (mh)
Lustb @cxb (U$/aîs)
Lustb Pkrcëvgd (U$/ma)
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B vg vgál álud udb b ig ak akcb cbrr pb pbss ssce cecdcdci ciki kig g ig lkrhk, 8.?:: mh, gstë sgfib utcdczkib pkrk icståflcks tåflc ks akcs lurtks. lurtks. K `rbtk, qug qug gstë lba lba rgstrcèìb ib tgapb ig bpgrkèìb bpgrkèìb,, kprbvgctk agdobr b vgáludb fbs igsdblkagftbs pkrk ebds÷gs akcs prüxcabs kb igpüsctb lgftrkd, në qug hkstk-sg agfbs tgapb fb igsdblkag igsdblkagftb ftb gftrg b LI g gstks zbfks zbfks ig gftrghk. gftrghk. K pkrtcr ibs ibs 5: ma, bptbu-sg pgdbs lkacfo÷gs akcs dgvgs, aks, pkrk lkrhks ig ;: g ;7 gftrghks pbr ma 5, iglcicu-sg utcdczkr lkacfo÷gs ig <.?:: mh, fks
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gftrghks pbr ma5 cficlka k fglgsscikig ig rbikr b vgáludb akcs qucdùagtrbs gftrg pkrkiks, rgiuzcfib k lkpklcikig ig gftrghk g berchkfib k utcdczkèìb ig vgáludbs agfbrgs.
Iglcs÷gs sberg @rbtk, Lgftrbs ig Icstrceucèìb g Lustbs \g, fgstg scstgak ig —Wa pkrk Auctbs‑ tgabs iuks gtkpks ig vckhga> uak pkrk skcr ib igpüsctb ktã b ebdsìb ig gftrghk g butrk qug sg rg`grg ê lcrludkèìb igftrb ib ebdsìb= ã scapdgs lbflducr qug iglcicr b tcpb ig vgáludb ã gxtrgakagftg rgdgvkftg. Fgstk iglcsìb tgabs, lbab prcflcpkcs lbficlcbfkftgs> • Icståflck ib igpüsctb/LI ktã b ebd- sìb/zbfk ig gftrghk= • Igfscikig gspklckd> fþagrb ig pbf- tbs k sgrga vcsctkibs pbr ma5 = • Ygapb aãicb ig pkrkik, ga lkik ldcgftg vcsctkib= • [ukftcikig aãick ig agrlkibrck gf- trghug ga lkik vcsctk= • Pgdblcikig aãick ig pgrlursb.
Kpgskr ig gstks lbficlcbfk lbficlcbfkftgs ftgs sgrga gssgflckcs, ua rbtgcrb ig icstrceucèìb fua ebdsìb ig gftrghk gspglá`clb sb`rg rgstrcè÷gs pgdk lkpklcikig ib vgáludb, bu pgdb tgapb icspbfávgd igftrb ik nbrfkik ig trkekdob, bu kcfik igftrb ib prüprcb ebdsìb sbe dghcsdkèìb dblkd, pkrk lkrhk g igslkrhk.
Bpè÷gs ig Lkrrghkagftb K ig iglc lcsì sìb b pb pbrr ua lk lkacf acfoì oìb b ig ak akcbr cbr lk lkpk pk--
Gestão Comercial - Módulo 4 -
Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
ua vgáludb vgáludb sueutcdcz sueutcdczkib. kib. K iglcs iglcsìb ìb lkacfok lkacfok pkrk pkrk ua vgáludb agfbr, lba agfbr lustb bpgrklcbfkd ga tgsg g, fk agicik ib pbssávgd, `krë akcs ig uak vckhga pbr ick. Zkrk agdobrkr gstk supbscèìb, èì b, ic ichk hkab abs s qu qug g ki kibt btkr krák ákab abs s ua vg vgál áludb udb ig pg pg-qugf qu gfk k lk lkpk pklc lcik ikig ig ig lk lkrh rhk, k, gs gspg pglc lckd kdag agft ftg g prbhrkakib pkrk rëpciks igslkrhks ig agrlkibrcks. K cigck ã qug gstg sãludb, skck dbtkib ib Lgftrb ig Icstrceucèìb, `kèk rkpcikagftg ks gftrgh tr ghks ks,, g vb vbdt dtg g pk pkrk rk rg rgkd kdcz czkr kr ak akcs cs ua uak k vc vckh khga ga,, bt btccaczkfi acz kfib b pgs pgssbk sbks, s, aëq aëqucf ucfks ks g gqu gqucpka cpkagft gftbs. bs.
Zkrk bs ibcs lksbs klcak, b qug sg igsgnk ã qug oknk gqucdáercb gftrg ks iuks sctukè÷g tuk è÷gs, s, gdc gdcacf acfkfi kfib b blc blcbsc bsciki ikig, g, ig pgs pgssbk sbks, s, aëqu aë qucf cfks ks g ib ibss pr prüp üprcb rcbss vg vgál álud udbs bs.. \g \grck rck kl klbbabikr agrlkibrcks ga ua vgáludb, qug sgnk pdgfkagftg pdgfk agftg utcdczk utcdczkib ib ga suk lkpkl lkpklcikig cikig,, rbikfib b aëxcab ig obrks pbssávgcs, ktgfigfib lba sgrvcèbs ig fávgd gdgvkib kb aëxcab ig ldcgftgs pbssávgcs. pbssávgcs.
Iglcs÷gs sberg @rbtk Pgnkabs uak sctukèìb ig iglcsìb pgrtcfgftg ê `rbtk. Wak trkfspbrtkibrk bpgrk iuks `rbtks, lba vgáludbs tcpb \prcftgr , Lkacfo÷gsekþ g Lkrrgtks. K @rbtk ; ã lbapbstk pbr ? \prcftgrs, ; Lkacfoìb-ekþ g 5 Lkrrgtks, lba lustb bpgrklcbfkdd aãicb ig U$ ;.:::,::/i lcbfk ;.:::,::/ick. ck. K @rbtk 5 ã lbapbstk pbr 5 \prcftgrs, ; Lkacfoìb-ekþ g 8 Lkrrgtks, lba lustb bpgrklcbfkdd aãicb ig U$ 5.:::,::/i lcbfk 5.:::,::/ick. ck.
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\g k trkfspbrtkibrk `br prblurkik pbr ua ldcgftg qug fglgssctg, fb aáfcab, ig ;0 \prcftgrs, 7 Lkacfo÷gs-ekþ g 5: Lkrrgtks, lbab igvgrë sgr `glokib gstg lbftrktb, ga tgrabs ig icks ig bpgrkèìb pkrk lkik `rbtk, lba b agfbr lustb bpgrklcbfkd pbssávgd2 Kftgs ig tbakr k iglcsìb `cfkd, k trkfspbrtkibrk prglcsk lbdblkr fb pkpgd sgus rglursbs g, k pkrtcr iká, sgpkrë-dbs, ig `brak k qug sg lbfstruk uak cfgqukèìb, k qukd igvgrë sgr gxprgssk pgdks cflühfctks —x‑ g —y‑, pkrk sg euslkr uak sbduèìb aktgaëtclk> Pgáludb
@rbtk ;
@rbtk 5
Lbftrktb
\prcftgr
? pbr ick
5 pbr ick
;0
Lkacfoìb Ekþ
; pbr ick
; pbr ick
7
Lkrrgtk
5 pbr ick
8 pbr ick
5:
Lustbs Lus tbs Icë Icërcb rcbss U$ ;.:: ;.:::,:: :,:: U$ ;.: ;.:::,: ::,:::
@kèkabs kssca>
_ 16 fþagrb ig icks ik @rbtk ;= S 16 fþagrb ig icks ik @rbtk 5.
Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
Gestão Comercial - Módulo 3 -
Lbfstrucfib-sg k cfgqukèìb, tgabs> • ?x + 5 y ≧ ;0 (? \prcftgrs ik @rbtk ; + 5 \prcftgrs ik @rbtk 5). • ;x + ;y ≧ 7 (; Ekþ ik @rbtk ; + ; Ekþ ik @rbtk 5). • 5 x + 8y ≧ 5: (5 Lkrrgtks ik @rbtk ; + 8 lkrrgtks ik @rbtk 5).
Lustb Ybtkd 1 ;.:::x + 5.:::y Bes.> pkrk lkik lksb, pgig-sg qug k qukftcikig sgnk — ≧ (akcbr bu chukd)‑, ê sbdclctkèìb ib ldcgftg. Zkrk igtgracfkr ks lbbrigfkiks ib hrë`clb lkrtgsckfb, rgsbdvg-sg k cfgqukèìb> Lbbrigfkiks _
Lbbrigfkiks S
Zkrk ?x + 5y 1 ;0, tgabs> Zkrk ?x + 5y 1 ;0, tgabs> ≧ ;0 ø ?x 1 :5 ≧ ;0 ø 5y 1 ? Zkrk ;x + ;y 1 :7, tgabs> Zkrk ;x + ;y 1 :7, tgabs> ≧ :7 ø ;x 1 :7 ≧ :7 ø ;y 1 7 Zkrk 5x + 8y 1 5:, tgabs> Zkrk 5x + 8y 1 5:, tgabs> ≧ 5: ø 5x 1 ;: ≧ 5: ø 8y 1 5,?78
Pgnkabs lbab `clk b hrë`clb>
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B gflbftrb iks pbsscecdcikigs ig x g y kpbftk ks sghucftgs lbbrigfkiks> K ≧ (: = ?) E 16 ( ; = 9) L ≧ (< = 5) I 16 (;: = :)
K ≧ Lustb Ybtkd> Ybtkd> (;.::: x :) + (5.::: x ?) 1 U$ ;0.:::,::
Zbftbs Pcsctkibs Agrlkibs Lbfsuacibrgs
Fbè÷gs sberg Gstrktãhcks ig Icstrceucèìb K lbapdgxcik lbapdgxcikig ig ik icstrc icstrceucèìb eucèìb `ásclk ã gxtgfsk. Akcbr kcfik ga lksbs bfig uak gaprgsk pbssuc vërcbs igpüsctbs ib agsab prbiutb g prglcsk ktgfigr k ldcgftgs ga vërcks dblkdcikigs. Lbab rgiuzcr lustbs pkrk icstrceucèìb ig prbiutbs, qukfib tgabs icvgrsbs pbftbs k sgrga ktgficibs, k pkrtcr ig vërcbs igpüsctbs kdtgrfktcvbs2 Ybagabs akcs ua gxgapdb> Cakhcfgabs uak rg`cfkrck ig pgtrüdgb lba trîs hrkfigs icstrceucibrks prüprcks> Icstrceucibrks ;, 5 g < (ga lcikigs icstcftks). Fgstgs LIs, k lkpklcikig aëxcak ig gstbqug ã ig 5:.::: dctrbs, 57.::: dctrbs g <:.::: dctrbs, rgspgltcvkagftg agf tg pk pkrk rk ks ics icstrc trceuc eucibr ibrks. ks. K rg` rg`cfk cfkrck rck
UN
ZK Gstbqug
5 U$ U$ <9 <9,: ,:: : U$ <9 <9,: ,:: : U$ <0 <0,: ,:: : U$ <8 <8,: ,:: : 5:.:::
G s t b q u g
< U$ U$ <7 <7,: ,:: : U$ ,: ,:: : U$ <; <;,: ,:: : U$ 9: 9:,: ,:: : 57.::: ;?.::: Dctrbs
L ≧ Lustb Ybtkd> (;.:: (;. ::: : x <) + (5.:: (5.::: : x 5) 1 U$ 8.: 8.:::, ::,:: ::
Kpüs bs lëdludbs, fks quktrb bpè÷gs, bpè÷gs, vgrc`clk-sg b vkdbr ig U$ 8.:::,::, qug ã b agfbr. Fgdg, kpbftk-sg k bpèìb ig < icks pkrk @rbtk ; g 5 icks pkrk k @rbtk 5.
EO
; U$ U$ <0 <0,: ,:: : U$ 95 95,: ,:: : U$ <5 <5,: ,:: : U$ << <<,: ,:: : ;7.::: s I L
E ≧ Lustb Ybtkd> (;.:: (;. ::: : x ;) + (5.:: (5.::: : x 9) 1 U$ 3.: 3.:::, ::,:: ::
I ≧ Lustb Ybtkd> (;.::: x ;:) + (5.::: x :) 1 U$ ;:.:::,::
2014 - Nivel de Servico Logistico
Lustbs ga Ugkcs pbr acd dctrbs
\Z
Kpdclkfib gstks lbbrigfkiks, fk gqukèìb ib Lustb Ybtkd, tgrákabs>
Gestão Comercial - Módulo 1 -
;:.::: Dctrbs
;5.::: Dctrbs
;9.::: Dctrbs
Igakfik ibs Lbfsuacibrgs
\gdglcbfkabs bs agfbrgs lustbs pbr acd \gdglcbfkabs dctrbs, ksscfkdkfib bs vkdbrgs. Fgstg lgfërcb, k icstrceucèìb k lkik ufcikig/lcikig lbfsuacibrk, k pkrtcr ib Lgftrb ig Icstrceucèìb, pgig qug b lustb ig trkfspbrtg sgnk b akcs ekcxb pbssávgd, gftrghkfib k qukftcikig qug ktgfik ês fglgsscikigs ib agrlkib lbfsuacibr. Pgrgabs qug fga tbibs bs gstbqugs sgrìb gshbtkibs. Cstb pbrqug, k tgfiîflck ig prblurk pbr lustbs agfbrgs `krë lba qug bs skdibs ga gstbqug `cquga fbs igpüsctbs ig prgèbs akcs gdgvkibs. Yrkiuzcabs gstg prblgssb pkrk uak Ykegdk ig Btcaczkèìb ig Icstrceucèìb> Lust Lu stbs bs ga Ug Ugkc kcss pb pbrr ac acdd dc dctr trbs bs Zbftbs Pcsctkibs Agrlkibs Lbfsuacibrgs \Z
; s I L
5
<0
EO
95
;:x<9 ;:x<9 U$ U$ <9:,:: <9:,::
UN
<5
<0
\kdib ZK Gstbqug Gstbqug ;9x<< U$ ;7.:: :::: 905,:: <8
5:.:::
;.:::
:
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\bakfib-sg \bakfibsg bs pbft pbftbs bs sgdg sgdglcbfk lcbfkibs, ibs, tgabs b Lustb Ybtkd ig U$ ;.839,::, pkrk gstk bpgrkèìb ig icstrceucèìb, lba b agfbr lustb pbssávgd. Ygabs qug besgrvkr qug fk kfëdcsg pkrk \ìb Zkudb, dblkdczkabs b agfbr lustb ib LI 5, qug tcfok 5:.::: dctrbs ga gstbqug, pkrk k fglgsscikig ig ig ;?.::: dctrbs. Aks, sg akfiëssgabs tuib pkrk \Z, k fglgsscikig ig EO ig ;:.: ;: .::: :: dct dctrb rbss `c`clk lkrck rck vu vudf dfgr grëv ëvgd gd k lu lust stbs bs ak akcb cbrg rgss ib qug U$ <9,::, fbs vkdbrg rgss ig U$ 95,:: g U$ ,::, ,: :, rgs rgspgl pgltcvk tcvkagf agftg. tg. Igs Igstk tk `bra `brak, k, ics icstrce trceucu ucu-sg ;: acd dctrbs pkrk EO, lbapdgtkfib suk fglgsscikig, pbrqug sg tkd bpgrkèìb fìb `bssg rgkdczkik, sgus lustbs ga rgdkèìb kbs igakcs LIs sue suecrck crck cagi cagicktk cktkagf agftg. tg. Igp Igpbcs, bcs, lba lbapdgt pdgtbubusg b pgicib ig \Z lba ? acd dctrbs k U$ <7,:: ib igpüsctb <. Zkrk Zk rk qu qug g sg lb lbap aprg rggf gfik ik eg ega a gs gstk tkss qugst÷ qug st÷gs gs ig ics icstrce trceucè ucèìb, ìb, kfk kfkdcs dcsgab gabss akc akcss uak sctukèìb, qug capdclk ga iglcs÷gs sberg k capbrtåflck ik dblkdczkèìb ibs Lgftrbs ig Icstrceucèì eu cèìb b ig uak lba lbapk pkfoc fock k qu qukdq kdqug ugrr. Zgf Zgfsg sgabs abs ga uak agtbibdbhck aáfcak ig iglcsìb sberg dblkdczkèìb g bpgrkè÷gs ibs LIs, ig uak gaprgsk ocpbtãtclk. Lksb tbib b lustb ig trkfs-
Gestão Comercial - Módulo 4 -
Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
Gestão Comercial - Módulo 3 -
pbrtg g sghurb sgnk pkhb pgdb gaekrlkibr (prgèb LC@ - `rgtg g sghurb), ks iglcs÷gs sberg bpgrkè÷gs pbiga sgr eksgkiks ga ua butrb tcpb ig aktrcz ig lustbs. Yrktk-sg ig uak aktrcz qug lbaecfk cfsuabs g lustbs, pkrk gstcakr-sg qukd b agdobr pbftb ig cfstkdkèìb ig ua lgftrb ig icstrceucèìb, ig ua prbiutb ga `ufè `u fèìb ìb ib ibss lu lust stbs bs ig tr trkf kfsp spbr brtg tg,, `k `klc lcdcdctk tkfi fib b ig ig-lcs÷gs ig lbab icstrceucr icstrceucr,, k lustbs agfbrgs. Pgn gnka kabs bs b qu quki kirb rb ke kekc kcxb xb,, b qu qukd kd cf cfic iclk lk vk vk-rckiks icståflcks gftrg dblkcs/sgig ibs LI¹s g rgspgltcvbs igstcfbs ig lgftrbs lbfsuacibrgs, ga qucdùagtrbs qucdùagtrbs>> Lbapd Lb apdgtk gtkfi fib b ks cf` cf`bra brakè kè÷g ÷gs, s, tga tgabs bs b lustb pbr ma rbikib, ig U$ 7,::, pbr tbfgdkik trkfspbrtkik.. Ks lcikigs igakfika trkfspbrtkik igakfika ks sghucfsghucftgs qukftcikigs ga tbfgdkiks> Lcik Lc ikig ig
Igak Ig akfi fik/ k/Y Ybf bfgd gdki kikk
K
?::
E
87:
L
3::
I
8?:
K Aktrcz Cfsuab/Lu Cfsuab/Lustbs stbs `clkrck `clkrck icstrceuáik icstrceuáik ik sghucftg `brak>
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Gestão Comercial - Módulo 4 -
Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
B Zbftb K kprgsgftk b agfbr lustb ig icstrceucèìb, tbrfkfib-sg b agdobr lgftrb dbhástclb ig icstrceucèìb, pbcs b hkstb pkrk ktgfigrr ês fg ig fglg lgsssc sci iki kigs gs iks qukf kftc tci iki kigs gs igakfiks pgdbs ldcgftgs/lbfsuacibrgs, iks igak ig akcs cs db dblk lkdci dciki kigs gs,, kt ktcf cfhg hg b vk vkdb dbrr ig U$ ;.??5.7::,::.
5- Pgrc`clkr qug b prbiutb L igakfik 5 tbfgdkiks= <- Dgaerkr qug prglcskrë icstrceucr bs < prbiutbs (K, E g L)= 9- Ktgfigr ê rgstrcèìb ig ;: tbfgdkiks.
Fbè÷gs sberg Zrbhrkakèìb Icfåaclk ig Icstrceucèìb
Aëxcab ig ;: tbfgdkiks ≩ ;: ø 5L - (;K + 5E), tkd qug>
K vkrcëvgd lkpklcikig ig trkfspbrtg pbigrë sgr b prcflcpkd `ktbr, pkrk uak iglcsìb ig icstrceucèìb. Gxcstga trkfspbrtkibrks qug bpgrka lba ua þfclb tcpb ig vgáludb. Ykd iglcsìb, pbr ua tcpb þfclb ig vgáludb, pbigrë gstkr `ufikagftkik ga ua cfvgstcag vgs tcagftb ftb cfc cfclck lckd,d, ig ua gap gaprgg rggfig figibr ibr,, qug lbfsghucu lgrtk vkftkhga fk kqucscèìb ibs lkacfo÷gs, lbab ã lbaua fgstg tcpb ig fghblckèìb. \g, fgstg trkfspbrtkibr, bs lkacfo÷gs pbss pb ssuá uárg rga a lk lkpk pklc lcik ikig ig pk pkrk rk lk lkrh rhk k þt þtcdcd ig ;:.::: mh (;: tbfgdkiks) g tîa bpgrkè÷gs lba trkfspbrtg ig trîs tcpbs ig prbiutbs gxchcibs pgdb ldcgftg, bs qukcs kprgsgftka vkdbrgs ufctërcbs ic`grgftgs, lbab igtgracfkr b lkrrghkagftb pkrk akxcaczkr b vkdbr tbtkd2 Pgnkabs, kekcxb, k rgprgsgftkèìb iks gspglc`clkè÷gs ik lkrhk - pgsbs g vkdbrgs rgspgltcvbs. \upbfib qug, pgdb agfbs, ua tcpb ig lkik agrlkibrck igvk sgr gxpgicib, lbab rgsbdvgr b prbedgak2 Ycpb
Pkdbr Ybfgdkiks Wfctërcb/tbfgdkik
K
U $ 5 : ,: :
;
E
U $ 7 : ,: :
5
L
U $ 0 : ,: :
5
Fgstg lksb, uak rgstrcèìb ã gvcigftg> ;:
Lba bs ikibs, abftk-sg uak gqukèìb>
• Aëxcab ;>
;x K (5:,::) + 5 x E(7:,::) + 5 x L (0:,::) 1 U$ 59:,:: (dcactg ig 3 tbf)
• Aëxcab 5>
;x K (5: (5:,: ,::) :) + ; x E (7 (7:, :,:: ::)) + < x L (0:,::) 1 U$ 57:,:: (dcactg ig 3 tbf)
• Aëxcab <>
5 x K (5:,::) + ; x E (7:,::) + < x L (0:,::) 1 U$ 58:,:: (dcactg ig ;: tbf)
Ktcfhg-s g b tbtkd ig ;: tbfgdkiks, pgdk Ktcfhg-sg bpèìb <, trkfspbrtkfib-sg 5 tbfgdkiks ib prbiutb K, 5 tbfgdkiks ib prbiutb E g 0 tbfgdkiks ib prbiutb L g betãa-sg b vkdbr ig U$ 58:,::, akxcaczkfib-sg k rgfik. Gftrghk-sg tbik k vkrcgikig igsgnkik pgdb ldcgftg. Ks igakcs bpè÷gs gxpbstks fìb ktcfhga ks ;: tbfgdkiks g butrks lbaecfkè÷gs gsekrrkrcka ga lkrhks klcak ib dcactg, bu ga rglgctks agfbrgs.
Fbè÷gs sberg Ubtgcrczkèìb ig Pgáludbs Ybib trkekdob ig gstuikr, kfkdcskr g iglcicr rbtgcrbs ig trkfspbrtgs gfvbdvg gtkpks ldëssclks> • Bengtcvbs k sgrga ktgficibs= • Ugstrcè÷gs= • Iglcs÷gs pgrtcfgftgs.
sgrv rvcè cèb b ig kd kdtb tb fá fávg vgdd kb kbss ld ldcg cgffBengtcvbs> sg tgs, akftgfib-sg lustbs bpgrklcbfkcs g ib lk-
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gxtgrfbs (ldcgftgs, dghcsdkèìb, vgdblcikig pgractcik, obrërcbs ig lkrhk ig igslkrhk capbstbs pgdbs ldcgftgs gtl). Iglcs÷gs> b bpgrkibr prglcsk tbakr iglcs÷g lcs ÷gss qu qug g ok okrab rabfcz fczga ga bs cft cftgrg grgss ssgs gs ib ibss ld ldcgf cgf-tgs lba suk rgkdcikig brhkfczklcbfkd. Kssca, tbak tb ak ig iglc lcs÷ s÷gs gs sb sberg erg lb lbap apbs bscè cèìb ìb ig eb ebds ds÷g ÷gss ig gftrghk, hrupbs ig ldcgftgs, gqucpg ig abtbrcstks, tk s, ab abft ftkh khga ga g ak akfu futg tgfè fèìb ìb ik `r `rbt btk k g lb lbfs fsggqugftg qug ftg prb prbhrk hrkakè akèìb, ìb, sgq sgqugf ugflck lckagf agftb tb iks gftrghks g cfstruè÷gs kbs gfvbdvcibs.
Gestão Comercial - Módulo 4 -
Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
Gestão Comercial - Módulo 3 -
Ubtgcrczkèìb vgrsus Ugstrcè÷gs GdcacfkaGdcacf ka-sg sg ks prc prcflc flcpkc pkcss rgs rgstrcè trcè÷gs ÷gs,, qukfib, kftgs ik sgpkrkèìb g khrupkagftb ibs ldcgftgs, në `brga kfkdcskiks g rgsbdvciks ks qugst÷gs sberg dcactg ig tgapb g lkpklcikig ig lkrhk. Ugtcrkiks gstks rgstrcè÷gs, pkssk-sg kb gstk gs tkeg egdg dglca lcagf gftb tb ig ua uak k br brig iga a ig gf gftrg trghk hk,, qu qug g sgnk k akcs kigqukik pbssávgd, lba b aáfcab ig pgrlursb, igftrb ib ebdsìb k sgr vcsctkib. Gxcstcfib pbulbs ldcgftgs k sgrga vcsctkibs, b rbtgcrb ã rkpcikagftg iglcicib pbr cfspgèìb ibs ldcgftgs qug gspgrka k gftrghk. AbftkAbf tk-sg sg uak gsp gspãlc ãlcg g ig pgr pgrlur lursb sb dcf dcfgkr gkr,, ktgfigfib-sg k tbibs ig `brak ekstkftg scapdgs g rëpcik.
Zkrk lk Zkrk lkik ik tc tcpb pb ig bp bpgr grkè kèìb ìb,, oë k pr prbbekecdcikig ik fglgsscik fglgsscikig ig ig rbtgcrczkè rbtgcrczkèìb ìb gspglckdagftg prbhrkakik, pkrk k scfhudkrcikig iks fglgsscikigs ib ldcgftg. Ks gspglc`clcikigs gspglc`clci kigs sìb caprgvcsá caprgvcsávgcs. vgcs.
Lkik lksb ã ua lksb
Fb Erkscd, gstg tcpb ig rbtgcrb ã lokakib ig ZLP - Zrbedgak ib Lkcxgcrb Pck nkftg. Ã lbab sg `bssg ua vgfigibr ig ruk> k gaprgsk tga qug vcsctkr ua igtgracfkib fþagrb ig ldcgftgs dblkdczkibs fuak rghcìb, igvgfib klokr k agdobr sgquîflck qug qug icacfuk b pgrlursb pgrlursb tbtkd.
• Ibluagftbs pkrk sgrga gftrghugs lba urhîflck= • \grvcèb ig gftrghks ga ibacládcb, ig prbiutbs vgficibs pgdk Cftgrfgt= • Ics Icstrc trceuc eucèìb èìb ig lch lchkrr krrbs, bs, eg egeci eciks ks bu prbiutbs kdcagftálcbs fìb pgrglávgcs k ekrgs, dkflobfgtgs g rgstkurkftgs= • Icstrceucèìb ig prbiutbs ibs LIs k vkrgncstks= • Icstrceucèìb ig lbaeustávgcs k pbstbs ig hksbdcfk=
Lksb oknk uak qukftcikig akcbr ig ldcgftgs vcsctkibs, k lbapdgxcikig pkssk k ibacfkr ks iglcs÷gs. Fbs bpgrkibrgs dbhástclbs ig pbrtg, lba gstruturks lbapdgxks g abigrfks, bs rbtgcrbs sìb tbtkdagftg cf`braktczkibs, `ktbr gssgflckd pkrk gquklcbfkr tkcs prbedgaks. @clk ldkrb qug, qukfib ik gxcstîflck ig aþdtcpdbs ldcgftgs, ks rgstrcè÷gs ig tgapb k lkpklcikig sg kapdcka, aks tbiks ks butrks rgstrcè÷gs ic`cludtka kcfik akcs gquk-
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Kdgrtka bs qug, fk icstrce Kdgrtkabs icstrceucèìb ucèìb `ásclk, tgapb g lkpklcikig pbiga kssuacr b lkrëtgr ig `ktbrgs lrátclbs ig sulgssb, auikfib k sbduèìb ib prbedgak ga `ufèìb ig vkrckè÷gs ga kdhufs ibs butrbs `ktbrgs, qug hbvgrfka b prblgssb. Ê igtgracfkèìb gxktk ibs ebds÷gs ig gftrghk, nuftka-sg auctks rgstrcè÷gs. Ã pbssávgd rbtgcrczkr bs vgáludbs sga qug oknk uak prãvck icvcsìb ik rghcìb ga ebds÷gs. Oë k pbsscecdcikig ig qug ks iuks lbcsks sgnka rgkdczkiks scaudtkfgkagftg, bu sgnk, b prblgssb ig icvcsìb ik ërgk ga ebds÷gs bu zbfks ig gftrghks klbftglg kb agsab tgapb ga qug sg iglcig b rbtgcrb. Bpgrkibrgss dbhás Bpgrkibrg dbhástclbs tclbs lbap lbapgtctcv gtctcvbs, bs, qug ktuka ga agrlkibs ig hrkfig pbrtg, tîa sg brhkfczkib lba lbapdgxbs supbrtgs cf`braktczkibs, pkrk qug tbibs sgus rglursbs sgnka utcdczkibs ik agdobr `brak pbssávgd, khrghkfib vkdbr kb sgrvcèbs prgstkibs kapdckfib g sbdcic`clkfib sgus fghülcbs.
Cficlkibrgs pkrk Zbdátclk ig Yrkfspbrtg Ygrlgcrczkib K gxktciìb ib pgsb, vbduag, ctcfgrërcb k sgr sghucib g rgspgltcvbs lustbs sìb `ktbrgs igtgracfkftgs ik gslbdok ib pkrlgcrb, qukfib sg trktk ig trkfspbrtkib trkfspbrtkibrk rk ig tgrlgcrbs. Ã lgrtb ig qug b `ktbr pgrtcfgftg k lustbs sgaprg cf`dugflckrë fk pkdkvrk `cfkd, aks berchktbrckagftg igvgrìb pgskr tkaeãa kspgltbs sberg qukdcikig, sghurkfèk g pbftukdcikig. Kekcxb, rgdklcbfkabs gstks vkrcëvgcs> • Zgsb= • Pbduag= • Ctcfgrërcb= • Lustbs= • [ukdcikig= • \ghurkfèk=
Gestão Comercial - Módulo 4 -
Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
Gxcstga sctukè÷gs ga qug b khgftg, qug igtgracfk k trkfspbrtkibrk, ã b prüprcb ldcgftg ib bpgrkibr ib krakzãa. Bs lustbs ib trkfspbrtg gxtgrfb, bu sgnk, b `rgtg, sìb kssuacibs, ig lbf`bracikig lba b qug `brk lbaecfkib gftrg ks pkrtgs gfvbdvciks. Igstk `brak, prcflcpkdagftg, fb lksb ig hrkfigs vbduags, hgrkdagftg akrátcabs bu kãrgbs, tgabs kdhuaks abikdcikigs> • @rgtg LC@ (Lbst, Cfsurkflg kfi @rgchot) - lustb, sghurb g `rgtg> b `brfglgibr sg rgspbfskecdczk pgdb `rgtg, lkegfib k gstg `brfglgr uak huck pkrk qug b lbaprkibr pbssk rgshktkr b prbiutb. Gstg lustb lbfstk fb brèkagftb ib `brfglgibr. • @rgtg @BE ( @rgg Bf Ebkri) - dcvrg k ebrib> b `brfglgibr sg rgspbfskecdczk (lbftrktukdagftg) pgdk agrlkibrck, ktã k obrk ga qug gdk ã gftrghug, fk iktk g obrk, kb trkfspbrtkibr gslbdocib pgdb lbaprkibr. Gstg prgèb fìb `kz pkrtg ib brèkagftb ib `brfglgibr, igvgrë sgr lkdludkib pgdb lbaprkibr ig klbrib lba b sgrvcèb ig `rgtg qug gslbdogu.
Zdkfgnkr k gxpgicèìb ig agrlkibrckss cap rck capdcl dclkk ga igl iglcs÷ cs÷gs gs cap capbrt brtkft kftgs gs sberg trkfspbrtkibrks, ks qukcs prglcska sgr ega gslbdociks. K ktcvcikig ig gxpgicèìb lbagèk g klkek, qukfib k trkfspbrtkibrk pkssk k dcfok ik prbprcgikigg ib kra iki krakzã kzãa, a, aks pbi pbigrë grë trk trkzgr zgr cakhga fghktcvk sg, fk icstrceucèìb, kdhb fìb ktgfigr kigqukikagftg kb ldcgftg, b qukd gspgrk gdgvkib fávgd ig sgrvcèb.
Abikcs g suks Lbaecfkè÷gs Wa abikd ã b igsdblkagftb ig lkrhk
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bu pbrtb `cfkd. Igpgfigfib ig lbab k rgspbfskecdcikig pgdb trkfspbrtg tbtkd `bc icvcicik, ic`grgftgs tcpbs ig ibluagftbs sìb utcdczkibs. Yrkfspbrtg Yr kfspbrtg Audtcabikd> Audtc abikd> b trkfspbrtkibr, qug brhkfczk b trkfspbrtg, kssuag cftgcrk rgspbfskecdcikig pgdb trkfspbrtg —pbrtk-k-pbrtk". Gactg ua ibluagftb þfclb ig trkfspbrtg, b LYAL (Lbfoglcagftb (Lbfoglcagftb ig Yrkfs Yrkfspbrtg pbrtg Audtcabikd ig Lkrhk). Ã, pbrtkftb, ua lbflgctb qug lbdblk k rgspbfskecdcikig iks ktcvcikigs ig trkfspbrtg sbe ua þfclb bpgrkibr, b qukd hgrgflck g lbbrigfk b prblgssb tbib igsig b gaekrlkibr ktã b capbrtkibr. Yrkfspbrtg Lbaecfkib> trkfspbrtg ig lkrhk ga ua þfclb lkrrgh lkrrghkagft kagftb b bu vgáludb, ktrkvãs ig uak lbaecfkèìb gftrg abikcs rbibvcërcb/`grrbvcërcb/kqukvcërcb= Yrkfs rkfspbrt pbrtgg \gha \ghagftki gftkib> b> qukf qukfib ib k prgstkèìb ig sgrvcèbs `br rgkdczkik pbr akcs ig ua ag agcb cb ig tr trkf kfsp spbr brtg tg,, ga gactc ctcfi fib b lk lkik ik trkfspbrtkibr b Lbfoglcagftb ig Yrkfspbrtg g kssuacfib k rgspbfskecdcikig ig trkfspbrtkr k agrlkibrck fb trkngtb qug dog lbapgtcr. Yrkfspbrtg \ulgsscvb> qukfib k agrlkibrck, pkrk kdlkfèkr b igstcfb `cfkd, fglgssctkr sgr trkfspbrtkik pkrk prbssghucagftb ga vgáludb ik agsak abikdcikig ig trkfspbrtg, rghcib pbr ua þfclb lbftrktb.
Ycpbs ig Lkrhks K lkrhk, ga rghrk, ã lbapbstk ig agrlkibrc lki brcks ks prb prbtgh tghcik cikss pbr gae gaekdk kdkhga hga kpr kprbbprckik, sg `br b lksb, ig abib qug `cquga prbftks pkrk b trkfspbrtg. Ga rkzìb icssb, ã lbstuag ldkssc`clkr ks lkrhks ig klbrib lba k suk fkturgzk. Kekcxb, ldkssc`clkè÷gs eësclks ig lkrhk> Lkrhk Hgrkd> lkrhk gaekrlkik g trkfspbrtkik pbrt kik lba klb klbfic ficlcb lcbfka fkagftb gftb (gae (gaekdkh kdkhga ga ig trkfspbrtg bu ufctczkèìb), lba akrlk ig cigftc`clkèìb g lbftkhga ig ufcikigs. Zbig sgr>
Gestão Comercial - Módulo 4 -
Gestão Comercial - Módulo 1 -
2014 - Nivel de Servico Logistico
Gestão Comercial - Módulo 3 -
Wfctczkik> lkrhk lbfstctuáik ig aktgrckcs (gaekdkibs bu fìb) krrkfnkibs g klbficlcbfkibs ig abib k pbsscecdctkr k abvcagftkèìb g krakzgfkhga pbr agcbs aglkfczkibs lbab uak þfclk ufcikig. Lkrhk k Hrkfgd> lkrhk dáqucik bu sglk gaekrlkik g trkfspbrtkik sga klbficlcbfkagftb, sga akrlk ig cigftc`clkèìb g sga lbftkhga ig ufcikigs, tkcs lbab pgtrüdgb, trchb gtl. Lkrhk @rchbrc`clkik> lkrhk rg`rchgrkik bu lbfhgdkik pkrk lbfsgrvkr ks qukdcikigs gssgflckcs ib prbiutb iurkftg b trkfspbrtg, tkcs lbab `rutks `rgslks, lkrfgs gtl. Lkrhk Zgrchbsk> ga vcrtuig ig suk fkturgzk, pbig prbvblkr klcigftgs, ikfc`clkfib butrks lkrhks bu bs agcbs ig trkfspbrtg g lbdblkfib ga rcslb ks pgssbks qug k akfcpudka. Ks rglbagfikè÷gs pkrk b Yrkfspbrtg ig Zrbiutbs Zgrchbsbs iks Fkè÷gs Wfciks, lba eksg fb tcpb ig rcslb qug kprgsgftka, icvciga gssg tcpb ig lkrhk fks sghucftgs ldkssgs> gxpdbscvbs, hksgs, dáqucibs cf`dkaëvgcs, vgc s, süd südcib cibss cf` cf`dkaë dkaëvgc vgcss g sga sgagdo gdokftg kftgs, s, sueståflcks bxcikftgs g pgrüxcibs brhåfclbs, sueståflcks tüxclks (vgfgfbsks) g sueståflcks cf`gltkftgs, aktgrckcs rkicbktcvbs, lbrrbscvbs g vkrcgikigs ig sueståflcks pgrchbsks icvgrsks. Fgbhrkfgd> lkrrghkagftb `brakib pbr lbfhdbagrkibs obabhîfgbs ig agrlkibrcks, ig lkrhk hgrkd, sga klbficlcbfkagftb gspglá`clb, lunb vbduag bu qukftcikig pbsscecdctk b trkfspbrtg ga dbtgs, ga ua þfclb gaekrqug (gxgapdb> vgáludbs).
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Kudk 5
;. Kb lbfnuftb ig gdgagftbs, cftgrkhgftgs g cftgrigpgfigftgs, lkik qukd lba suk `ufèìb gspglá`clk, qug trkekdoka ga scftbfck pkrk ktcfhcr igtgracfkib bengtcvb, ikabs b fbag ig> k- ( ) `d`dgx gxce cecdcdci ciki kig g e- ( ) scs cstg tgak ak l- ( ) hr hrup upb b ig tr trke kekd kdob ob i- ( ) gqucpk gqucpkagf agftbs tbs khr khrupk upkibs ibs
5. Kb lbfnuftb ig cfstkdkè÷gs igstcfkiks ê rglgpèìb ig agrlkibrcks, hgrkdagftg cftgragicërcbs (Lgftrbs ig Icstrceucèìb, krakzãfs g dbnks), qug `krìb b sgqugflckagftb ktã k loghkik ibs prbiutbs kbs ldcgftgs `cfkcs, lokakabs ig> k- ( ) vg vgál álud udbs bs e- ( ) scs cstg tgak ak l- ( ) cfs cfstkd tkdkè÷ kè÷gs gs `cx `cxks ks i- ( ) okriwkrgs g sb`twkrgs
<. Kb gstuikrabs lustbs ik icstrceucèìb, cigftc`clkabs qug fk scapdgs trkfs`grîflck ig prbiutbs, lkrrghkfib-sg agrlkibrcks ga dbtkèìb lbapdgtk, qukfib uak `ëerclk igsdblk suk prbiuèìb prbiu èìb ig ua —pbft —pbftb b K‑ pkrk ua —pbft —pbftb b E‑, prktc prktclkagf lkagftg, tg, ks vkrcë vkrcëvgcs vgcs akcs capbrtkftgs capbrtkftgs ig lustgcb sìb> k- ( e- ( l- ( i- (
) cfsuabs, cfsuabs, agrlk agrlkibrck ibrckss bu prbiu prbiutbs tbs qug qug lbfstka lbfstka ga gstbqug gstbqug ) quk qukftc ftciki ikig g ig igs igstcf tcfbs bs ) icståflc icståflck k g qukf qukftciki tcikig g ig ig lkrhk lkrhk igsdb igsdblkik lkik ) `uflc `uflcbfë bfërcb rcbss ik ik aktrcz aktrcz g `cdck `cdckcs cs
9. Fìb capbrtk b pbstb ig trkekdob, tbibs igvga trkekdokr okrabfczkibs lba pdgfb lbfoglcagftb ig suks rgspbfskecdcikigs g rgspgltcvbs cftgr-rgdklcbfkagftbs ig suks ktcvcikigs lba lb a bu butrb trbss ig igpk pkrt rtka kagf gftb tbs. s. Gs Gstk tk fg fglg lgss ssci ciki kig, g, ga sc scst stga gaks ks ig ic icst strce rceuc ucèì èìb, b, gs gstë të kt ktrg rgdk dkik ik kb `k `ktb tbr> r> k- ( ) ag agrl rlki kibr brck ckss e- ( ) ics icståf tåflck lck iks vck vckhgf hgfss l- ( ) gqu gqucpg cpgss ig trk trkekd ekdob ob i- ( ) tgapb tgapb ics icspbf pbfávg ávgdd
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Gestão Comercial - Módulo 3 -
0. \cstgak ga qug ua vgáludb ã tbtkdagtfg lkrrghkib fb igpüsctb ik `ëerclk, bu fb LI (Lgftrb ig Icstrceucèìb) ib vkrgncstk, bfig k dbtkèìb lbapdgtk ã trkfspbrtkik pkrk butrb pbftb, pbigfib sgr ua butrb Lgftrb ig Icstrceucèìb, ua pbftb-ig-vgfik (dbncstk) bu butrb pbftb qukdqugr. @kdkabs ib scstgak> k- ( e- ( l- ( i- (
) icstrceu icstrceucèìb cèìb lbap lbapkrtcdo krtcdokik kik —ua pkrk pbul pbulbs‑ bs‑ ) icstrce icstrceucèìb ucèìb lbap lbapkrtcdo krtcdokik kik —ua pkrk auctb auctbs‑ s‑ ) icst icstrce rceucè ucèìb ìb —ua pkr pkrk k ua‑ ua‑ ) icst icstrce rceucè ucèìb ìb lba lbapkr pkrtcdo tcdokik kik
8. \cstgak ga qug sg lkrrghk b vgáludb fb LI ib ktklkicstk, lba agrlkibrcks igstcfkiks k icvgrsbs ZIPs - pbftbs-ig-vgfik - bu ldcgftgs. Gstg trkfspbrtg igpgfig igpgfig ig ua pdkfgnkagftb ig ua rbtgcrb ig gftrghks. @kdkabs ib scstgak> k- ( ) icst icstrce rceucè ucèìb ìb lba lbapkr pkrtcdo tcdokik kik e- ( ) icst icstrce rceucè ucèìb ìb —ua pkr pkrk k auct auctbs‑ bs‑ l- ( ) icst icstrce rceucè ucèìb ìb —ua pkr pkrk k ua‑ ua‑ i- ( ) i icstrce cstrceucèìb ucèìb lbap lbapkrtcdo krtcdokik kik —auctb —auctbss pkrk ua‑
?. Fb scstgak —ua pkrk ua‑, ktuka auctks vkrcëvgcs. K vgdblcikig bpgrklcbfkd ã igtgracfkik pgdk> k- ( e- ( l- ( i- (
) vgdblci vgdblcikig kig aãick fbs ebds÷ ebds÷gs gs ig ig gftrghk gftrghk ) vgdblc vgdblcikig ikig aãick fk lcik lcikig ig ik `ëercl `ëerclk k ) vgdblciki vgdblcikig g aãick aãick gftrg gftrg brchga brchga g igstcfb igstcfb,, agfbs agfbs b tgapb tgapb iks iks pkrkiks pkrkiks ) vgdblc vgdblcikig ikig aãick igftr igftrb b ib krakz krakzãa ãa
Ugspbstks KWDK ; ;. —Icstrceucèìb `ásclk rg`grg-sg ês bpgrkè÷gs ibs `duxbs ig prbiutbs klkekibs, igsig suk krakzgfkhga ktã b abagftb ga qug sìb gftrghugs kbs ldcgftgs, ga ktgficagftb k sgus pgicibs bu lbftrktbs ig `brfglcagftb, igsig igsig qug sgnka lbftrktbs lbftrktbs gspbrëiclbs.‑ K k`crakèìb gstë> ( x ) Grrkik
( ) Lbrrgtk
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<. Lbfnuftb ig ktcvcikigs rgdklcbfkiks, cftgrdchkiks g igsgfvbdvciks pbr uak gaprgsk, k `ca ig sktcs`kzgr ks fglgsscikigs ibs ldcgftgs, igsig ks rgdkè÷gs lba `brfglgibrgs, lcldbs ig prbiuèìb prbiuèì b g vgfik ktã k `ksg ik icstrceucèìb pkrk b lbfsuacibr `cfkd.‑ Ybib hgrgflckagftb hgrgflckagftb ik lkigck ig suprcagftbs prglcsk sghucr gstg lbflgctb, qug sg rg`grg k> k- ( ) lki lkigck gck ig sup suprca rcagft gftbs bs e- ( ) rgi rgig g ig `br `brfgl fglgib gibrgs rgs l- ( ) rgig rgig ig ldc ldcgft gftgs gs cftg cftgrag ragicë icërcb rcbss i- ( x ) lkigck ig vkdbr
9. [ukfib b trkfspbrtg gfvbdvg k fglgsscikig ig igslkrrghkagftb, vgrc`clkèìb, rbtudkhga g trckhga iks agrlkibrcks pkrk bs icvgrsbs igstcfbs, tgabs ua gxgapdb ig> k- ( ) lk lkrh rhk k ki kiud udtg tgrk rkik ik e- ( x ) lkrhk `rklcbfkik l- ( ) lk lkrh rhk k lb lbap apdg dgtk tkik ik i- ( ) lk lkrh rhk k pg pgrg rglá lávg vgdd
KWDK 5 ;. Kb lbfnuftb ig gdgagftbs, cftgrkhgftgs g cftgrigpgfigftgs, lkik qukd lba suk `ufèìb gspglá`clk, qug trkekdoka ga scftbfck pkrk ktcfhcr igtgracfkib bengtcvb, ikabs b fbag ig> k- ( ) `d`dgx gxce cecdcdci ciki kig g e- ( x ) scstgak l- ( ) hr hrup upb b ig tr trke kekd kdob ob i- ( ) gqu gqucpk cpkagf agftbs tbs khr khrupk upkibs ibs
5. Kb lbfnuftb ig cfstkdkè÷gs igstcfkiks ê rglgpèìb ig agrlkibrcks, hgrkdagftg cftgragicërcbs(Lgftrbs ig icstrceucèìb, krakzãfs g dbnks), qug `krìb b sgqugflckagftb ktã k loghkik ibs prbiutbs kbs ldcgftgs `cfkcs, lokakabs ig> k- ( ) vg vgál álud udbs bs e- ( ) sc scst stga gak k l- ( x ) cfstkdkè÷gs `cxks i- ( ) okriwkrgs g sb`twkrgs
<. Kb gstuikrabs lustbs ik icstrceucèìb, cigftc`clkabs qug fk scapdgs trkfs`grîflck ig prbiutbs, lkrrghkfib-sg agrlkibrcks ga dbtkèìb lbapdgtk, qukfib uak `ëerclk igsdblk suk
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9. Fìb capbrtk b pbstb ig trkekdob, tbibs igvga trkekdokr okrabfczkibs lba pdgfb lbfoglcagftb ig suks rgspbfskecdcikigs g rgspgltcvbs cftgr-rgdklcbfkagftbs ig suks ktcvcikigs lba lb a bu butr trbs bs ig igpk pkrt rtka kagf gftb tbs. s. Gs Gstk tk fg fglg lgss ssci ciki kig, g, ga sc scst stga gaks ks ig ic icst strce rceuc ucèì èìb, b, gs gstë të kt ktrg rgdk dkik ik kb `k `ktb tbr> r> k- ( ) ag agrl rlki kibr brck ckss e- ( ) ics icståf tåflck lck iks vck vckhgf hgfss l- ( x ) gqucpgs ig trkekdob i- ( ) tga tgapb pb ics icspbf pbfávg ávgdd
7. Bs scstgaks ig icstrceucèìb, pkrk k akcbrck ibs kutbrgs, gstìb icvcicibs ga iuks abikdcikigs. Ksscfkdg k kdtgrfktcvk qug agflcbfk gstks abikdcikigs. k- ( ) Icstrceucè Icstrceucèìb ìb —ua pkrk ibcs‑ g lbapkrtcd lbapkrtcdokik okik —ua pkrk pkrk auctbs‑ auctbs‑ e- ( ) Icstrceucè Icstrceucèìb ìb —ua pkrk trîs‑ g lbapkrtc lbapkrtcdokik dokik —ua pkrk pkrk auctbs‑ auctbs‑ l- ( ) Icstrceucè Icstrceucèìb ìb —ua —ua pkrk ua‑ g lbapk lbapkrtcdok rtcdokik ik —ua —ua pkrk pbul pbulbs‑ bs‑ i- ( x ) Icstrceucèìb —ua pkrk ua‑ g lbapkrtcdokik —ua pkrk auctbs‑
0. \cstgak ga qug ua vgáludb ã tbtkdagftg lkrrghkib fb igpüsctb ik `ëerclk, bu fb LI (Lgftrb ig Icstrceucèìb) ib vkrgncstk, bfig k dbtkèìb lbapdgtk ã trkfspbrtkik pkrk butrb pbftb, pbigfib sgr ua butrb Lgftrb ig Icstrceucèìb, ua pbftb-ig-vgfik (dbncstk) bu butrb pbftb qukdqugr. @kdkabs ib scstgak> k- ( ) icstrceu icstrceucèìb cèìb lbap lbapkrtcdo krtcdokik kik —ua pkrk pbul pbulbs‑ bs‑ e- ( ) icstrce icstrceucèìb ucèìb lbap lbapkrtcdo krtcdokik kik —ua pkrk auctb auctbs‑ s‑ l- ( x ) icstrceucèìb —ua pkrk ua‑ i- ( ) icst icstrce rceucè ucèìb ìb lba lbapkr pkrtcd tcdoki okik k
8. \cstgak ga qug sg lkrrghk b vgáludb fb LI ib ktklkicstk, lba agrlkibrcks igstcfkiks k icvgrsbs ZIPs - pbftbs-ig-vgfik - bu ldcgftgs. Gstg trkfspbrtg igpgfig igpgfig ig ua pdkfgnkagftb ig ua rbtgcrb ig gftrghks. @kdkabs ib scstgak> k- ( ) icst icstrce rceucè ucèìb ìb lba lbapkr pkrtcd tcdoki okik k e- ( x ) icstrceucèìb —ua pkrk auctbs‑ l- ( ) icst icstrce rceucè ucèìb ìb —ua pkr pkrk k ua‑ ua‑ i- ( ) icstrce icstrceucèìb ucèìb lbap lbapkrtcdo krtcdokik kik —auctb —auctbss pkrk pkrk ua‑
?. Fb scstgak —ua pkrk ua‑, ktuka auctks vkrcëvgcs. K vgdblcikig bpgrklcbfkd ã igtgracfkik pgdk>
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Ecedcbhrk`ck> EKDDBW, Ubfkdi O. Dbhástclk Gaprgskrckd - trkfspbrtgs, kiacfcstrkèìb ig aktgrckcs, icstrceucèìb `ásclk. ;ª gi. \ìb Zkudb> Ktdks, 5::8. EGUYKHDCK, Zkudb Ubegrtb & EGUYKDIG, Bigtg Hkspkrgdob. Dbhástclk (g Hgrgflckagftb ig Lkigck ig Kekstglcagftb). \ìb Zkudb> \krkcvk, 5::9. EBXGU\B_, Ibfkdi N. & LDB\\, Ikvci N. Dbhástclk Gaprgskrckd - b prblgssb ig cftghrkèìb ik lkigck ig suprcagftb. ;ª gi. \ìb Zkudb> Ktdks, 5::;. LKC_GYK @CDOB, Nbsã Pclgftg. Hgstìb Dbhástclk ib Yrkfspbrtg ig Lkrhks. \ìb Zkudb> LKC_GYK Ktdks, 5::5 LKPKFOK @cdob, Krakfib Bslkr. Dbhástclk - Fbvbs Abigdbs. \ìb Zkudb> [ukdcLKP tyakrm, 5::;. LOCFH, Obfh Suo. Hgstìb ig Gstbqugs fk Lkigck ig Dbhástclk Cftghrkik. \ìb Zkudb> Ktdks, 5::;. LOUC\YBZOGU, Akrtcf. Dbhástclk ib Akrmgtcfh. \ìb Zkudb> @uturk, ;333. LOWULOCDD NU. Hcdegrt & ZGYGU, N. Zkud. Akrmgtcfh> lrckfib vkdbr pkrk b ldcgftg. 5ª gi. \ìb Zkudb> \krkcvk, 5:::. ICK\, Akrlb Kurãdcb Zgrgcr Zgrgcrk. k. Kiacfcstrkèìb ig Aktgrckcs> uak kebrikhga dbhástclk. 9ª gi. \ìb Zkudb> Zkudb> Ktdks Ktdks,, ;33<. IBUFCGU, Zocdcppg-Zcgrrg. Dbhástclk g Bpgrkè÷gs Hdbekcs. \ìb Zkudb> Ktdks, 5:::. OKFIKEKMK, Kdegrtb Uucekd. Hgstìb Dbhástclk ik Icstrceucèìb @ásclk Cftgrfk. \ìb Zkudb> Gictbrk 5;, ;339. OKUUC\BF, Kdkf, OBGM, Ugamb Pkf. Gstrktãhck g Hgrgflckagftb ig Dbhástclk. \ìb Zkudb> @uturk, 5::<. NWFCBU, Kdlgeákigs @grfkfigs. Lrbfbdbhástclk. \ìb Zkudb> D.L.D. Icstrceucibrk ig Dcvrbs Dtik., 5::<. MBEKSK\OC, \ouf'cloc. Ugfbvkèìb ik Dbhástclk. \ìb Zkudb> Zkudb> Ktdks Ktdks,, 5:::.
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FBPKG\, Kftbfcb Hkdvìb. Dbhástclk g hgrgflckagftb ik lkigck ig icstrceucèìb. Ucb ig Nkfgcrb> Lkapus, 5::;. BUYBDKFC, D. @. E. Zrbiutcvcikig ik Yglfbdbhck ik Cf`brakèìb> gvciîflck g cficlkibrgs ik kiacfcstrkèìb pþedclk fb Zkrkfë. ;338. Icssgrtkèìb (Agstrkib) - GKG\Z, @ufikèìb Hgtþdcb Pkrhks, \ìb Zkudb, ;338. SKFK^G, Actsuru Ochuloc. Hgstìb ig Akrmgtcfh g Lbaufclkèìb> kvkfèbs g kpdclkè÷gs . \ìb Zkudb> \krkcvk, 5::8.
\ctgs lbfsudtkibs> www.kecdcty.cfi.er www.kfibrcfokocpgragrlkib.lba.er www.iod.lba.er www.hrupbpkbigklulkr.lba.er www.huckdbh.lba.er www.cftgdbh.fgt www.cftgrdbhcs.lba.er www.cvkfskftbs.lba.er www.nudcbscabgs.lba.er www.dgkf.brh.er www.akhkzcfgduczk.lba.er www.fgstdg.lba.er www.pbrtkdigdbhcstclk.kia.er www.s`rkflcslb.giu.er www.sburlgnuclg.lba www.tglfbdbhcstclk.lba.er www.vkdg.lba www.wgee.lba.er/dbhcstclk
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