The thesis is focused on the problematic of outsourcing of a specific project within the logistics provided by Dymofracht CZ, s. r. o. for the company Vegna Exteriors & Interiors (Nymburk) s.r.o. After a theoretical introduction to outsourcing, both companies are introduced, including the mutual relationship. The practical part of the thesis is aimed at introduction of the current project and its two possible varieties. These three versions are described and analyzed in detail in terms of time and cost. Along with the possible changes of the project, positive features of logistics outsourcing are described, where its application brings benefits not only the potential financial cost savings.

Este trabalho apresenta uma metodologia para avaliação da satisfação de clientes em uma cadeia logística, que visa buscar a melhoria dos serviços logísticos. A metodologia utiliza técnicas estatísticas, técnicas de pesquisa de mercado e técnica de análise de decisão. A técnica de análise de decisão utilizada nesta metodologia é o Desdobramento da Função Qualidade (QFD) aplicada para planejar melhorias no serviço logístico, priorizando as características do serviço demandadas pelos clientes e os indicadores de desempenho para o mesmo. A aplicação desta metodologia em uma empresa do ramo alimentício resultou na confirmação da metodologia proposta como instrumento de apoio na elaboração de planos de melhorias para sistemas logísticos. / This work introduces a methotology to avaliate the customer’s satisfaction in a logistc chain which objetcs to achieve the logistic services improvement. The proposed methodology apply statistic technics, market researches technics as well as analyses of decision technic. The decision analyses technic used in this methodology is the Quality Function Deployment (QFD) applied to plan a logistic services improvements, giving priority to features of service required by customes and its performance indicator. The employment of this methodology on a food producer company resulted into confirmation of the proposed methodology as a support instrument to the working up of improvement schedules to logistic systems.

Este trabalho apresenta uma metodologia para avaliação da satisfação de clientes em uma cadeia logística, que visa buscar a melhoria dos serviços logísticos. A metodologia utiliza técnicas estatísticas, técnicas de pesquisa de mercado e técnica de análise de decisão. A técnica de análise de decisão utilizada nesta metodologia é o Desdobramento da Função Qualidade (QFD) aplicada para planejar melhorias no serviço logístico, priorizando as características do serviço demandadas pelos clientes e os indicadores de desempenho para o mesmo. A aplicação desta metodologia em uma empresa do ramo alimentício resultou na confirmação da metodologia proposta como instrumento de apoio na elaboração de planos de melhorias para sistemas logísticos. / This work introduces a methotology to avaliate the customer’s satisfaction in a logistc chain which objetcs to achieve the logistic services improvement. The proposed methodology apply statistic technics, market researches technics as well as analyses of decision technic. The decision analyses technic used in this methodology is the Quality Function Deployment (QFD) applied to plan a logistic services improvements, giving priority to features of service required by customes and its performance indicator. The employment of this methodology on a food producer company resulted into confirmation of the proposed methodology as a support instrument to the working up of improvement schedules to logistic systems.

Este trabalho apresenta uma metodologia para avaliação da satisfação de clientes em uma cadeia logística, que visa buscar a melhoria dos serviços logísticos. A metodologia utiliza técnicas estatísticas, técnicas de pesquisa de mercado e técnica de análise de decisão. A técnica de análise de decisão utilizada nesta metodologia é o Desdobramento da Função Qualidade (QFD) aplicada para planejar melhorias no serviço logístico, priorizando as características do serviço demandadas pelos clientes e os indicadores de desempenho para o mesmo. A aplicação desta metodologia em uma empresa do ramo alimentício resultou na confirmação da metodologia proposta como instrumento de apoio na elaboração de planos de melhorias para sistemas logísticos. / This work introduces a methotology to avaliate the customer’s satisfaction in a logistc chain which objetcs to achieve the logistic services improvement. The proposed methodology apply statistic technics, market researches technics as well as analyses of decision technic. The decision analyses technic used in this methodology is the Quality Function Deployment (QFD) applied to plan a logistic services improvements, giving priority to features of service required by customes and its performance indicator. The employment of this methodology on a food producer company resulted into confirmation of the proposed methodology as a support instrument to the working up of improvement schedules to logistic systems.

El presente trabajo de investigación se realizó con el objetivo de confirmar si existe una relación entre los servicios logísticos, la imagen corporativa, la confiabilidad del producto y el servicio al cliente con la satisfacción del cliente y la intención de recompra de los consumidores entre 18 a 35 años en las principales tiendas virtuales marketplace. La metodología incluye una investigación cuantitativa, no experimental de tipo Transaccional Correlacional. El tipo de muestreo es no probabilístico por conveniencia. Asimismo, como instrumento de investigación cuantitativa, aplicamos 414 encuestas para analizar la relación entre las variables de estudio. En el primer capítulo, presentamos el marco teórico, donde definimos las principales variables de estudio; servicios logísticos, imagen corporativa, confiabilidad del producto, servicio al cliente, satisfacción del cliente e intención de recompra. Asimismo, analizamos los papers consultados para la elaboración del estudio y sus principales hallazgos y conclusiones de investigación. En el segundo capítulo, presentamos las hipótesis, los objetivos y determinamos la problemática del estudio. Mientras que en el tercer capítulo hablamos de la metodología detallando el tipo de investigación, la operalización de las variables de estudio, el proceso de muestreo y los instrumentos metodológicos para el recojo de datos para la investigación. En el cuarto y quinto capítulo analizamos los resultados de la investigación, junto a los análisis estadísticos como el coeficiente de correlación de Spearman, y realizamos una comparativa entre los resultados y la teoría dentro de los papers de referencia. Por último, brindamos las conclusiones y recomendación de la investigación. / This research work was carried out with the aim of confirming whether there is a relationship between logistics services, corporate image, product reliability, customer service, customer satisfaction and consumer repurchase intent between 18 and 35 years in major marketplace virtual stores. The methodology includes quantitative, non-experimental research of the Correlal Transactional type. The sampling type is non-probabilistic for convenience. Also, as a quantitative research tool, we applied 414 surveys to analyze the relationship between study variables. In the first chapter, we present the theoretical framework, where we define the main study variables; logistics services, corporate image, product reliability, customer service, customer satisfaction and repurchase intent. We also analyze the papers consulted for the preparation of the study and its main research findings and conclusions. In the second chapter, we present the hypotheses, the objectives and determine the problem of the study. While in the third chapter we talk about the methodology detailing the type of research, the operation of study variables, the sampling process and methodological instruments for collecting data for research. In the fourth and fifth chapter we analyzed the results of the research, along with statistical analyses such as Spearman's correlation coefficient, and made a comparison between results and theory within the reference papers. Finally, the conclusions and recommendation of the investigation are provided. / Tesis

This thesis deals with facility management. The first part handles facility management as such, its nature, basic concepts, historical development, instruments, ways of providing services and participants. Level of provided services in the Czech Republic is analyzed. Based on received knowledge of the field the other part is focused on detailed specification of facility management services provided in the area of logistic centers management. On the example of individual services there are described differences in management of logistic centres and possible solutions of these situations. The benefit of this thesis consists in providing a comprehensive view of logistics centres management and suggesting possible improvements.