Proposição de um modelo de avaliação de desempenho do sistema de logística reversa de lâmpadas fluorescentes,de vapor de sódio e mercúrio e de luz mista.

Abstract

This work aims to propose a conceptual model of evaluation of the fluorescent lamp Logistic Reverse System, sodium vapor and mercury and miscellaneous light contemplating the Triple Bottom Line dimensions: social, environmental and economic. Therefore, a preliminary model was made starting from two important sources in order to choose the performance evaluation indicators: bibliography review about reverse logistic and performance evaluation of the specificities specifics of Reverse Logistics System (SLR) of Fluorescent Lamps (sectoral agreement and Manual Operational Guidelines for the implementation and operation of Reverse Logistics System. The SLR sequel of evaluation model construction had the experts participation from the use of the Delphi‘s technique in two stages. In the first stage thirty-one experts participated evaluating the importance level of forty-three performance indicators of the fluorescent lamps SLR through Likert‘s scale, the different competences from the agents involved in the system and the ways to measure indicators the agents could make changes in the proposed indicators and join new indicators. As a result of the first stage, we included seven new indicators, and, from fifty-seven modification suggestions, eleven indicators were modified, however according to the consensus achieved there were not indicator exclusions. The second stage of the Delphi‘s application technique had the participation of seventeen experts who re-evaluated the importance level of fifty indicators. With the consensus level stablished in 50% and determined from the summation of the designations of level 4 ―importance‖ and 5 ―very important‖, six indictors were excluded by not have achieved the desired consensus. At the end forty-four indicators were confirmed to be part the final model proposed in this work, thirteen for social dimension, twenty-two for environmental and nine for the economic dimension. The final model suggested contains the indicators alphanumerical identification, as well as the name, description, competences, metrics and scales service of each indicator. To evaluate the SLR performance level we have created classification criteria according to the level of attendance obtained in each indicator getting the result in for levels: great (from 85% to 100%), good (from 68% to 84%), regular (from 51% to 67%) and bad (until 50%) This model allows evaluate the system performance, as well as identify which indicators, dimensions and agents are positively or negatively helping to the performance level reached.