Purpose This study aims to investigate the internal elements that influence service offering. A better understanding of these elements can improve interaction between organizational structure, corporate culture and human resource management, and can leverage interdepartmental collaboration. Design/methodology/approach In total, 12 global manufacturers that sell products and services to the automotive or to the chemical supply chains were investigated on multiple case studies. Findings The lack of interdepartmental processes and indicators may induce other departments to not prioritize the demands of the service department, thus lowering the service level. Service professionals who do not combine technical and commercial skills may hinder sales increase (product + service). The isolation of service professionals prevents the dissemination of knowledge among departments, thus reducing manufacturer’s innovativeness. Research limitations/implications Further research must focus on how to manage/redesign processes to improve sales and innovativeness; how to hire, qualify and motivate service professionals who possess commercial skills; and how to mitigate the isolation of service professionals. Originality/value New interdepartmental processes and indicators can turn on new and better organizational structures, improve the service management and reduce internal conflicts. Service professionals who possess and use only technical skills can hamper the incorporation of the new demands presented by the customers. Isolated professionals may negatively affect the efficacy of the market strategy.
Este artigo descreve um estudo de caso sobre a substituição de embalagens descartáveis por embalagens reutilizáveis no fluxo internacional de materiais em uma indústria de autopeças no Mercosul. O estudo diz respeito a peças automotivas exportadas do Brasil para a Argentina pelo modal rodoviário. Inicialmente, apresenta-se uma revisão teórica a respeito de logística reversa, embalagens retornáveis e logística internacional. A seguir descreve-se o caso, de acordo com as informações colhidas pelos pesquisadores junto à empresa estudada. Descrevem-se os fatos, investigam-se as causas que os originaram e compara-se o processo anterior ao que contempla a utilização de embalagens descartáveis, com um novo processo, baseado em embalagens retornáveis. O presente artigo visa responder a seguinte questão de pesquisa: como pode ser implementado um fluxo internacional de retorno de embalagens reutilizáveis na indústria automotiva? Expressivos ganhos econômicos, logísticos e ambientais foram observados.
O presente ensaio apresenta os principais contornos acerca do inquérito civil, destacando sua relevância para a tutela dos interesses transindividuais. De outro lado, apresenta algumas propostas de aprimoramento, de forma a ajustá-lo à complexidade das novas demandas. Ao final, destaca as ameaças de retrocessos que podem advir do PLS nº 233/2015, em trâmite perante o Senado Federal.
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