Nível de Serviço Logístico da Coleta de Leite: Estudo de Caso em uma Cooperativa Agropecuária

The objective of this study was to identify the level of logistic service provided by a Cooperative to its members regarding the milk collection process and verify if it is consistent with what the members expect to receive, aiming at the reduction of losses and the milk quality. The research was characterized as a case study and bibliographical, with qualitative and quantitative approach. To collect the data, the participant direct observation method was used. Semi structured interviews were conducted with 44 associates and 4 employees of the Cooperative. With the help of the problem prioritization tool, Matrix GUT, it was possible to conclude that the critical points are: compliance with the collection deadline; fault remediation system; solution of complaints/suggestions; and accuracy in completing the request. As a conclusion, it was observed that there is a small gap between what the Cooperative offers in the milk collection process, and what the associate really expects to receive.