Ferreira, Marcelo Leopoldo Sepeda2023-10-182023-10-182017-12-14MACÊDO, Alex William Monteiro; CINTRA, Rodrigo Augusto de Miranda. Redução de custos de devolução: um estudo de caso em um centro de distribuição. 2017. Trabalho de Conclusão de Curso (Bacharelado em Engenharia de Produção) – Centro Universitário do Estado do Pará, Belém, 2017.https://repositorio.cesupa.br/handle/prefix/225With the current dynamism in the competition and the constant presence of uncertainties in the Brazilian market, companies in the logistics sector as the distribution centers are increasingly seeking to develop to provide an even better delivery service to meet the increasing demands of the customer and thus avoiding significant losses due to discarding costs. Based on this, the maintenance of the activities of these companies depends heavily on the continuous search for the balance between cost reduction and customer service. Therefore, the main objective of this work is to propose measures for the improvement of its logistic performance through the application of quality tools, improvement methods (PDCA cycle) and performance indicators, firstly between January 2016 and October 2017 (totaling 22 months), in order to make a comparison between the indicators of the periods studied, which has the purpose of showing us the level of service offered by the company, from November 2016 to October 2017 (totaling 12 months), to calculate the gap (target), so that in the future can find possible causes of discards that will be deeply analyzed in order to propose actions to reduce or eliminate them.Acesso Abertohttp://creativecommons.org/licenses/by-nc-nd/3.0/br/Controle de custoDistribuição física de mercadoriasLogísticaFerramentas da qualidadeFerramentas de gestãoENGENHARIASTrabalho de Conclusão de Curso