Implicações do uso de sistemas integrados de gestão de estoques no nível de serviço em uma organização

Abstract

The growth of Information Technology has been a significant differentiator in the daily lives of organizations. Entities that use this technology efficiently tend to gain a competitive advantage. Another crucial factor is effective stock management, which is essential for both operational and financial planning. These two aspects directly influence the activities of employees, who are the organization's internal customers, affecting the end product and, consequently, customer service. Attention to customer satisfaction has increased, and companies recognize the importance of building customer loyalty in order to remain competitive. The aim of this study was to analyse the impact of a computerized stock management system on productivity and the level of service provided by employees, who are considered to be the organization's internal customers. The research was qualitative and descriptive, conducted by means of a case study, in which an interview with a semi-structured script was carried out with the person responsible for the organization's stock sector. During the case study, it was concluded that the use of computerized systems can improve the level of service provided, as well as reducing errors in stock management.