Resumen

ARAUJO, Ana Luiza Mendonça de. Indicadores de qualidade e produtividade como instrumento de apoio à decisão no processo de expedição de veículos. Prod. [online]. 1997, vol.7, n.2, pp. 139-157. ISSN 0103-6513.  http://dx.doi.org/10.1590/S0103-65131997000200003.

Since 1990, Brazilian Government has been promoting the implementation of Quality and Productivity improvement programs. In this environment, it is important to study the development of quality and productivity measurement, once it supports the application of these programs. Far from being easy, productivity measurement must consider the influence of external factors which may affect the real productivity achieved, resulting in wrong considerations about labor performance. In this paper, a set of performance measures for the loading activity in a Lubricant Factory has been defined. This activity is one of the most important for the warehousing function in any company. Finally, an analysis has been made to show the importance of considering external factors that may influence productivity

Palabras llave : measurement; productivity; quality; shipping; warehousing.