Negócio eletrônico: a logística no comércio eletrônico business to consumer (B2C) em empresas nacionais

Abstract

The company's environment has been going through several changes due to the economy's globalization, the Internet development and due to the Electronic Commerce.This way, the companies will have to use new ways to make processes, and among these processes, the company's logistic is also adapting to these changes.With this context, this research studied how the companies in the retail sector that use the economic trade Business to Consumer (B2C) carry out their logistic activities.We have done studies of cases in eight national companies of electronic commerce B2C, trying to find out how they carry out their activities in the order procedures, stock control, deposit localization, packaging, transport, demand forecast, logistic contractors and reverse logistic.The results we got, shows that despite of the small companies find it hard to deal with logistic activities, they had a reasonable performance compared to bigger companies, using the internet to explore new opportunities.Besides, all companies that were studied consider the logistic an essential element to the success of the virtual retail.Even verifying that a big part of the virtual customers need fast delivery, some problems were detected that cause direct impact on the increase of the order's time such as: stopped orders waiting for payment, stopped orders because of the lack of products, warehouse transit difficulties and double work of load and unloading.Also, it hasn't been detected the use of tools and management concepts which could bring some kind of benefit to the operations such as ECR or SCM.All companies that were studied contract their transport activities in order to transport goods, to the reverse logistic and even to choose the logistic operators.According to the logistic operators, the use of the contractor's Service is due to the low price charged, followed by the Service quality and the large geographic area they attend.On the other hand, the results show that most part of the logistic operators isn't adapted to the electronic commerce necessities.This way, the results show some problems related to the logistic activities on the electronic commerce and the companies that were studied tried to solve these problems, trying to find Solutions to adapt to these new necessities.In this context, the companies' success on the virtual retail is still increasing, and will depend upon the abilities to recognize the problems and the capacity to solve them through the improvement and adaptation of their operations.

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