Planejamento de vendas e operações: uma proposta de implementação para recursos de rede demandados por clientes corporativos

Abstract

After the privatization of the telecommunications industry that occurred at the end of 90’s, the Brazilian market has become more dynamic and competitive, especially at the end of the State monopoly and free competition template creation. In this scenario, the tolerance for inefficient telco operators was reduced and was accelerated the search for methods, techniques and tools able to optimize operational and financial results of the companies. This dissertation intends to submit the Sales and Operations Planning (S&OP) as a concept able to aid in the decisionmaking process for resource allocation of enterprise customers and, thus, bring competitive advantages for the company. The S&OP is described as a structured tool in monthly meetings, in which each department involved in the steps of sales and operations provides information to be analyzed and discussed to obtain the commitment of each area to improve the process. In theoretical chapters, the thesis starts with the contextualization of the telecommunications market in Brazil, passes through the presentation of process maps used as a reference in the sector, covers the demand planning and ends with the discussion about production strategies. Already in discussion practice, network resources are identified as elements necessary to delivery the product/service, allowing the expansion of the concept of S&OP. Giving sequence, aspects related to the implementation of the proposed model are addressed, including results and improvement points identified. Finally, it is concluded that the sales and operations planning can contribute positively to appropriate allocation of network resources required for corporate customers.