Quality management and sustainability in logistics service providers: case study in brazilian company

Abstract

Logistics operators have become important agents in supply chains, due to the current trend of outsourcing logistical activities by companies. In this way, the level of quality of the services provided is an important aspect for the competitiveness of companies. In addition, the sustainability aspect has become relevant, given the environmental impact caused by logistics activities. Studies have shown that there are points of convergence between quality management approaches and sustainable practices. The objective of this work was to analyze aspects of quality management and sustainability in Brazilian logistics operators, from the perspective of the company contracting these services. To this end, a case study was conducted at a large company that outsources its logistics activities. The five main logistics operators providing services to the company were considered. The analysis was carried out on the basis of a model that integrates sustainability and quality management criteria. Quality assets, processes and dimensions were considered.  It was found that the contracted logistics operators have a wide portfolio of services offered, quality assets and well-defined processes. However, sustainability practices are still in their infancy.