O desafio de gerenciar capacidade e demanda em empresas prestadoras de serviços

Abstract

The aim of this study is to find alternatives to the problematical capacity and demand management in rendering of services companies. Thus, a bibliographic research was done in order to reduce excess or lack of capacity that cause earning loss. The way how the capacity is managed will determine if there will be or not a return. The demand and capacity management is the assignment that tries to balance the resources dimension (premises, equipments, peoples) with the demand variation. (Variability, seasonal aspects, customer’s expectations) Concerning rendering of services companies, two strategies are advisable. The former is following the demand and the latter is adjusting the demand to the capacity. In this study, they are also offered some short-term mechanisms that can approach the demand capacity and other mechanisms that adjust the demand to the real capacity.