Made available in DSpace on 2014-12-17T14:09:18Z (GMT). No. of bitstreams: 1 ClaudiaACF_TESE.pdf: 6242500 bytes, checksum: 7a857ce8be46bd85b252fca3bf3fa45c (MD5) Previous issue date: 2013-05-24 / The increasing use of fossil fuels in line with cities demographic explosion carries out to huge environmental impact in society. For mitigate these social impacts, regulatory requirements have positively influenced the environmental consciousness of society, as well as, the strategic behavior of businesses. Along with this environmental awareness, the regulatory organs have conquered and formulated new laws to control potentially polluting activities, mostly in the gas stations sector. Seeking for increasing market competitiveness, this sector needs to quickly respond to internal and external pressures, adapting to the new standards required in a strategic way to get the Green Badge . Gas stations have incorporated new strategies to attract and retain new customers whom present increasingly social demand. In the social dimension, these projects help the local economy by generating jobs and income distribution. In this survey, the present research aims to align the social, economic and environmental dimensions to set the sustainable performance indicators at Gas Stations sector in the city of Natal/RN. The Sustainable Balanced Scorecard (SBSC) framework was create with a set of indicators for mapping the production process of gas stations. This mapping aimed at identifying operational inefficiencies through multidimensional indicators. To carry out this research, was developed a system for evaluating the sustainability performance with application of Data Envelopment Analysis (DEA) through a quantitative method approach to detect system s efficiency level. In order to understand the systemic complexity, sub organizational processes were analyzed by the technique Network Data Envelopment Analysis (NDEA) figuring their micro activities to identify and diagnose the real causes of overall inefficiency. The sample size comprised 33 Gas stations and the conceptual model included 15 indicators distributed in the three dimensions of sustainability: social, environmental and economic. These three dimensions were measured by means of classical models DEA-CCR input oriented. To unify performance score of individual dimensions, was designed a unique grouping index based upon two means: arithmetic and weighted. After this, another analysis was performed to measure the four perspectives of SBSC: learning and growth, internal processes, customers, and financial, unifying, by averaging the performance scores. NDEA results showed that no company was assessed with excellence in sustainability performance. Some NDEA higher efficiency Gas Stations proved to be inefficient under certain perspectives of SBSC. In the sequence, a comparative sustainable performance and assessment analyzes among the gas station was done, enabling entrepreneurs evaluate their performance in the market competitors. Diagnoses were also obtained to support the decision making of entrepreneurs in improving the management of organizational resources and promote guidelines the regulators. Finally, the average index of sustainable performance was 69.42%, representing the efforts of the environmental suitability of the Gas station. This results point out a significant awareness of this segment, but it still needs further action to enhance sustainability in the long term / A crescente utiliza??o de combust?veis f?sseis alinhada ? explos?o demogr?fica em centros urbanos tem ocasionado grandes problemas de impacto ambiental na sociedade. Para mitigar esses impactos, as exig?ncias dos ?rg?os reguladores t?m influenciado positivamente na consci?ncia ambiental da sociedade, bem como no comportamento estrat?gico das empresas. Com essa consci?ncia ambiental, os ?rg?os t?m conquistado maiores respaldos e formulado novas legisla??es no controle de atividades potencialmente poluidoras, sobretudo no setor dos postos revendedores de combust?veis. Em busca de aumentar a competitividade no mercado, esse segmento precisa responder rapidamente ?s press?es (externas e internas), adequando-se aos novos padr?es exigidos de maneira estrat?gica na obten??o do selo verde. Os postos t?m incorporado novas estrat?gias para atrair e fidelizar clientes cada vez mais exigentes. No ?mbito social, esses empreendimentos auxiliam a economia local com a gera??o de empregos e distribui??o de renda. Mediante esse contexto, o presente trabalho tem como objetivo alinhar as dimens?es social, econ?mica e ambiental caracterizando a mensura??o do desempenho sustent?vel nos postos de revenda de combust?vel na cidade do Natal/RN. As perspectivas do Balanced Scorecard Sustent?vel (SBSC) foram fundamentadas por meio de um conjunto de indicadores para mapear o processo produtivo dos postos. Esse mapeamento visou identificar a inefici?ncia operacional por meio de indicadores multidimensionais. Na condu??o desta pesquisa, elaborou-se um sistema de avalia??o do desempenho sustent?vel com aplica??o do Data Envelopment Analysis (DEA), uma abordagem quantitativa para detectar o n?vel de efici?ncia do sistema. Com o intuito de compreender a complexidade sist?mica, os sub processos organizacionais foram analisados por meio da t?cnica Network Data Envelopment Analysis (NDEA) com o desmembramento das suas micro atividades para identificar e diagnosticar as reais causas de inefici?ncia. O tamanho amostral foi composto por 33 postos de revenda de combust?vel e o modelo conceitual contemplou 15 indicadores distribu?dos nas tr?s dimens?es da sustentabilidade: social, ambiental e econ?mica. Essas tr?s dimens?es foram mensuradas por meio de modelos cl?ssicos DEA-CCR com orienta??o input. Visando unificar o escore de desempenho individual das dimens?es, foi elaborado um ?nico ?ndice considerado parcialmente agrupado por meio de duas m?dias: aritm?tica e ponderada. Posteriormente, outra an?lise foi realizada para mensurar as quatro perspectivas do SBSC: aprendizado e crescimento; processos internos; clientes; e, financeira, unificando, por meio da m?dia os escores de desempenho. Os resultados do modelo NDEA apontaram que nenhuma empresa foi avaliada com excel?ncia no desempenho sustent?vel. Os postos com maiores ?ndices de efici?ncia mostraram-se ineficientes em determinadas perspectivas do SBSC. Na sequ?ncia, as an?lises apresentaram uma avalia??o do desempenho sustent?vel e das perspectivas de maneira comparativa entre os postos, possibilitando aos empres?rios avaliarem seu desempenho entre os concorrentes. Foram tamb?m obtidos diagn?sticos para subsidiar a tomada de decis?o dos empres?rios na melhoria do gerenciamento dos recursos organizacionais e promover diretrizes balizadoras nos ?rg?os regulamentadores. O escore m?dio do desempenho sustent?vel foi 69,42% representando os esfor?os empreendidos na adequa??o ambiental dos postos. Isso sinaliza uma consider?vel consci?ncia desse segmento, por?m ainda necessita de novas a??es para incrementar a sustentabilidade no longo prazo

The growing demand for commerce has disrupted the market's supply chains. To manage the customer demands, contracting a third-party logistics (3PL) can help make the chain more resource efficient. Actions such as implementing sustainable technology and IT infrastructure are important to invest in. This can make a positive impact on operational performance and financial indicators. However, it is unclear what motivates clients to sign on more sustainable technical solutions inside a logistics warehouse. The creation of a warehouse takes years, which requires a forefront strategy and technical solutions with multiple attributes. By evaluating key performance indicators (KPIs) that are important for both clients and 3PL, a co-align strategy for a sustainable competitive advantage can materialize. This by creating a sustainable balanced scorecard (SBSC) and from those evaluating attributes required by the technology and IT infrastructure. The purpose of this master's thesis is to identify the attributes required from the technology and IT infrastructure by the clients of a 3PL for their technical solution inside the warehouses. To be a sustainable logistic service provider requires a client with a sustainability mindset. Sustainable initiatives are only interesting if there is a guarantee of return on investment. The priority for clients is the operational activities – a direct value for the end customer. One challenge is that the clients do not have insight into what sustainable indicators to use inside the warehouses. Providing a sustainable strategy for the warehouses is identified as the logistic service provider's responsibility. A number (39) of KPIs were identified as important when evaluating the previous strategy at a case company and interviewing 11 respondents. All respondents were clients of a 3PL, working at a 3PL, or suppliers to a 3PL. An additional feature to the known framework of SBSC was developed by the author, named "attribute aiding". With the additional feature of "attribute aiding", additional (22) attributes from technology and IT infrastructure could be identified from the created SBSC. Future research can evaluate how accurate this procedure is. Practical implications are that the future technology and IT infrastructure will require abilities to show and act depending on when it is most beneficial to be resource-efficient or cost-efficient. What can be done inside the warehouses are adding services to the client's business, showing transparency and secure control over the operations, acting with ergonomic considerations, and improving the partnership. / Den växande efterfrågan på handel har stört marknadens leveranskedjor. För att hantera kundernas krav kan kontraktering av en tredjepartslogistikpartner (3PL) hjälpa till att göra kedjan resurseffektiv. Åtgärder som att implementera hållbar teknik och IT-infrastruktur är viktigt att investera i eftersom det har en positiv inverkan på det operativa resultatet och de finansiella indikatorerna. Det är dock oklart vad som motiverar kunderna att teckna mer hållbara tekniska lösningar i ett logistiklager. Skapandet av ett lager tar år, vilket kräver strategi och tekniska lösningar i framkant med flera olika egenskaper. Genom att utvärdera resultatindikatorer (KPI:er) som är viktiga för både kunder och 3PL, kan en samordnad strategi med en hållbar konkurrensfördel skapas. Detta genom att konstruera ett hållbart balanserat styrkort (SBSC) och utifrån det utvärdera egenskaper/krav för teknik och IT-infrastruktur. Syftet med detta examensarbete är att identifiera vilka egenskaper hos teknologi och IT-infrastruktur som kunderna kräver av en 3PL i de tekniska lösningarna för lagren. För att vara en leverantör av hållbara logistiktjänster krävs en kund med ett hållbarhetstänk. Den viktigaste anledningen för hållbara initiativ är att de ger en positiv avkastning. Prioriteringen för kunderna är den operativa verksamheten – ett direkt värde för slutkunden. En utmaning är att kunder inte har insikten att exemplifiera vilka hållbarhetsindikatorer de vill fokusera på i lagren. En hållbarhetsstrategi för lagren anses vara leverantörens ansvar. Ett antal (39) nyckeltal identifierades som viktiga mått när strategin hos ett case-företag utvärderades och 11 respondenter intervjuades. Respondenterna var alla kunder till en 3PL, arbetar med 3PL eller är leverantörer till en 3PL. En ytterligare funktion till det kända ramverket för SBSC utvecklades av författaren, kallat "Attribut". Med den extra funktionen "Attribut" kunde 22 egenskaper från teknik och IT-infrastruktur identifieras. Framtida forskning får utvärdera hur exakt denna procedur är. Praktiska implikationer är att den framtida tekniken och IT-infrastrukturen kommer att kräva förmåga att bevisa och agera efter när det är mest fördelaktigt att vara resurseffektiv eller kostnadseffektiv. Det som kan göras inne i lagren är att tillföra tjänster till kundens verksamhet, att visa transparens och kontroll över kedjan, agera mer ergonomiskt och att förbättra partnerskapet.