Desenvolvimento de indicador logístico para análise de cortes e cancelamentos de pedidos em um centro de distribuição de um supermercado varejista e atacadista do norte do Paraná

Abstract

The use of Key Performance Indicators (KPIs) in logistics has become essential for monitoring and controlling failures within distribution centers, particularly in complex operations such as those found in the supermarket sector. This study aimed to develop and implement a logistics KPI to analyze order cuts and cancellations at a distribution center belonging to a supermarket chain in Northern Paraná, Brazil. The research adopted a quantitative approach and was conducted using a case study methodology, based on operational data extracted from the Warehouse Management System (WMS) for the month of April 2025. The data analysis indicated that the main logistical issues were caused by inaccurate product master data, stock shortages, and delivery constraints—factors that significantly impacted operational performance and service levels to retail units. The implementation of the performance indicator enabled close monitoring of such occurrences, supporting the development of dashboards, the optimization of workflows, and the formulation of solutions to identified bottlenecks. It is concluded that the use of specific and context-appropriate KPIs contributes to continuous improvement, enhances cross-functional integration, and supports strategic decision-making grounded in empirical data, emphasizing the critical role of Production Engineering in the effective management of the logistics chain.