Service Roadmapping (SRM): planejamento de novos serviços para o varejo supermercadista com base no Technology Roadmapping (TRM)

Abstract

The objective of this paper is study the contribution of the Method Service Roadmapping to the new services planning, based on the Technology Roadmapping (TRM), at a Brazilian supermarket chain located on Parana State. The changes suffered for the retail trade sector contributes for the alteration of the domestic supermarket model. The survey variables in this study indicates an emergencial innovation in services. Big multinational corporations groups and the rising force of association between national groups changes the Brazilian retail trade scenario in the last decades. Supermarkets whose has better management process and evaluating constantly its performance against the competition has more competitive advantage, offer and supply better services to the customers, are more productive, delivery more value on their operations and they are better prepared to follow the market tendencies to become one stop shopping stores. The consolidation of the supermarkets are related to the capacity to visualize what will be the key process whose guarantee the competitive advantage and delivery more value to the operations and services on the supermarkets for the next years. The investigation is exploratory according the objectives, about the technical procedures is experimental, about the nature is applied, about the approach the investigation is qualitative and quantitative, however is predominantly qualitative. The TRM has the capacity to make easier the long-term view helping on improvement development and future scenario's analysis, also making easier process and information flow. The method TRM presents the plan results through graphic maps called roadmaps which making easier visualization of the variables printed it and connected between the same. In this investigation the TRM was considered a flexible and interactive method with objective to help the planning to develop new integrated services in a time scale. The application of TRM in an organization is a structured process by workshops that create a propitious environment to problems resolutions and sharing of knowledge. The main benefit of the method SRM was construction map process (Roadmapping) and also the final product (Roadmap).To build the map was adopted the method TPlan. The connection of roadmap layers make possible the foresight view that collaborate to the development of future actions. The method shows very flexible and the results exploitation on the retail trade sector tends to be a new approach helping on the consumers' well-being to attempt and predict expectations, wishes and necessities for more quality on serving and for more delivered services on the Brazilian supermarkets.