Gerenciamento do relacionamento com fornecedores: um estudo de caso em uma indústria de telecomunicações

Abstract

In the current environment of high competitiveness, the Supply Chain Management has a basic role in costs reduction and customer care improvement, in order to get competitive advantages for the organizations. Within this management methodology, the relationship management with customers and suppliers are two of the main operational strategies for the improvement of the competitiveness in the organizations. The objective of this work is to confront theoretical and practical aspects of the Supplier Relationship Management in an organization from the telecommunication area. Due to deep dependency on its nets of suppliers, this organization uses the SRM (Supplier Relationship Management) methodology. This is a direct consequence of the outsourcing of some stages of its productive process, happened in the last years. The main treated aspects at work were the relationship processes, the strategic alliances, the human factor involved with the relationships and the use of information technology between the companies. Survey results indicate that, in a general way, the concepts of relationship with the suppliers found in literature are well lined up with the desire of the leaders (management). However, an imbalance exists between these desires and what is currently happening in the company. This imbalance happens when the organization is in an intermediary state with relation to the degree of development of the strategic alliances with its suppliers, partially applying techniques and tools of integration. In the same way, the human factor in relationship with the suppliers does not receive in the company the same value given by scientific literature. On the other hand, exists a deep inclination of the surrounded ones with the relationship processes with suppliers for the implantation of an ample and modern SRM policy. That policy will be able to improve the financial results of the company. As a main result from the survey, the change of the perception that the company has of its suppliers stands out. That is migrating from a simple link of the supply chain for a new way that adds value to the business.