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Publicação
Revolutionizing the Food Delivery Sector: A BPM Approach for O2C Optimization
| Nome: | Descrição: | Tamanho: | Formato: | |
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| 1.97 MB | Adobe PDF |
Autores
Orientador(es)
Resumo(s)
The food delivery industry has been experiencing rapid growth, driven by changing consumer
habits and the increasing demand for convenience. However, this growth has brought
challenges, including the need for greater efficiency, cost reduction, and improved customer
satisfaction in a highly competitive environment. Considering this, the primary objectives of
this study include addressing these challenges in an Order to Cash process, by increasing
productivity, reducing operational costs, enhancing customer satisfaction, and better utilizing
the organization's resources, adopting Business Process Management methodologies. By
recurring to a qualitative and quantitative analysis, it is possible to identify inefficiencies and
bottlenecks, which served as a guide for the development of the redesigned process, the “ToBe” process model. Through a simulation of the “To-Be” process model, it is possible to
evaluate the improvements, showing significant reductions in cycle times and resources
consumptions, confirming the potential of the proposed changes. Furthermore, the
knowledge acquired from this case study can guide Business Process Management projects in
the future, helping companies to stay competitive in a rapidly evolving market by leveraging
advanced technologies and continuous process improvement.
Descrição
Dissertation presented as the partial requirement for obtaining a Master's degree in Information Management, specialization in Information Systems and Technologies Management
Palavras-chave
Business Process Management BPM Lifecycle BPMN Food Delivery Sector Information Management Process Redesign Process Optimization SDG 4 - Quality education SDG 8 - Decent work and economic growth SDG 9 - Industry, innovation and infrastructure SDG 11 - Sustainable cities and communities SDG 12 - Responsible production and consumption