2025-10-092025-10-092015BELTRÃO, Aline Maria da Cunha; GALIZA, Murilo dos Santos. Melhoria da qualidade do serviço logístico: um método voltado à redução de devoluções em distribuidoras de Multiprodutos. 2015. Trabalho de Conclusão de Curso (Graduação em Engenharia de Produção) – Universidade do Estado do Pará, Belém, 2015.https://bibliotecadigitaldetcc.uepa.br/handle/riuepa/687The market is becoming increasingly competitive, which causes companies to search for advantages that help guaranteeing customer satisfaction and loyalty. In distribution centers, one of the problems that influence these objectives is the devolution of products, which generally happens due to causes related to the performance of logistics processes. Therefore, it is verified a necessity for improvements in the quality of those processes, by reducing their nonconformities and increasing their reliability. Hence, this paper aimed to propose a method for quality continuous improvement in logistics services capable of promoting a continuous improvement of products and services as well as reducing waste in the process. In order to perform this task, it were used quality tools and logistical components analysis. In the validation process, the proposed method was applied in a multi-distributor company located in the city of Ananindeua - PA, in order improve the cause mitigation/reduction process related to the devolutions. Thus, the main logistical root cause of the problem was identified and it was proposed an action plan to reduce the devolution index and improve the quality of the process. The application of the proposed method led to the diagnosis of the process, which performed as basis in the decision-making process by means of assertive actions seeking the solution / mitigation of the main problem.Língua PortuguesaAbertoLogistical componentsQuality of servicesReturnsTrabalho de Conclusão de Curso (TCC)