Resumen: Este artículo analiza el impacto potencial de los chatbots en el mejoramiento del servicio al cliente en la industria logística, evaluando el rendimiento de diez destacadas empresas en Colombia, Perú y Ecuador (zona CPE). Estas empresas, insertas en el sector de servicios logísticos, desempeñan un papel crucial en la cadena de suministro, ofreciendo servicios especializados que abarcan transporte, almacenamiento y otras áreas dentro de su actividad económica. El estudio, que incluyó a 1250 usuarios individuales tipo B2C (empresa a consumidor) de chatbots, se enfocó en analizar la efectividad de estas herramientas y su repercusión en la conformidad del cliente. Mediante análisis de regresión múltiple, se identificaron elementos fundamentales que inciden en la satisfacción del cliente, como la capacidad de abordar problemas, el conocimiento detallado de la empresa, la autonomía en la resolución de problemas, la precisión gramatical y la reputación general. Los resultados destacan el potencial de los agentes virtuales para mejorar significativamente la atención al consumidor en la logística, señalando su eficacia en la resolución de problemas, familiaridad con productos y servicios, autonomía en la resolución de problemas, corrección gramatical y recomendaciones de usuarios. Estos hallazgos son cruciales para el sector logístico, subrayando el papel transformador de los chatbots en la elevación de la satisfacción del cliente y la eficiencia operativa mediante la integración tecnológica.

Abstract: The article analyzes the potential effectiveness of chatbots on enhancing consumer service in the logistics industry, assessing the performance of ten prominent companies in Colombia, Peru, and Ecuador (CPE region). These companies, situated in the logistics services sector, play a crucial role in the supply chain, offering specialized services encompassing transportation, storage, and other areas within their economic activities. The study, involving 1250 individual B2C (business-to-consumer) users of chatbots, focused on analyzing the effectiveness of these tools and their impact on customer satisfaction. Through multiple regression analysis, key factors influencing customer satisfaction were identified, such as the ability to address issues, detailed knowledge of the company, autonomy in issue resolution, grammatical accuracy, and overall reputation. The results underscore the significant potential of chatbots to enhance customer service in logistics, emphasizing their effectiveness in issue resolution, familiarity with products and services, autonomy in issue resolution, grammatical correctness, and user recommendations. These findings are vital for the logistics sector, highlighting the transformative role of chatbots in elevating customer satisfaction and operational efficiency through technological integration.

Abstract Lean practices are considered in the literature as a work philosophy that allows organizations to identify and eliminate those activities that do not generate value, commonly called waste, which have an impact not only on production processes, but also on supply chain, and in the level of business performance. However, there are relatively few studies published in the literature that have analyzed and discussed the relationship and consequences of the application of Lean practices and their effects on Lean supply chain, and business performance. Therefore, the essential objective of this study is to fill the existing gap in the current literature and empirically test the positive association between Lean practices, Lean supply chain, and business performance, for which a survey was distributed to a sample of 460 manufacturing companies of the automotive industry in Mexico, and the proposed research model was validated using PLS-SEM. The results obtained suggest that Lean practices have a positive impact on business performance and Lean supply chain, just as Lean supply chain also have a positive impact on business performance.

Resumen Las prácticas Lean se consideran en la literatura como una filosofía de trabajo que les permite a las organizaciones identificar y eliminar aquellas actividades que no generan valor, a menudo llamadas residuos, las cuales tienen un impacto no solo en los procesos productivos, sino también en la cadena de suministro, en las actividades de logística y en el nivel del rendimiento empresarial. Sin embargo, son relativamente pocos los estudios publicados en la literatura que han analizado y discutido la relación y consecuencias de la aplicación de las prácticas Lean y sus efectos en la cadena de suministro Lean y el rendimiento empresarial. Por ello, el objetivo esencial de este estudio es llenar el vacío que existe en la actual literatura y probar empíricamente la asociación positiva entre las prácticas Lean, la cadena de suministro Lean y el rendimiento empresarial. Para este propósito, se distribuyó una encuesta a una muestra de 460 empresas manufactureras de la industria automotriz de México, y se validó el modelo de investigación propuesto por medio del uso del PLS-SEM. Los resultados sugieren que las prácticas Lean tienen un impacto positivo tanto en el rendimiento empresarial como en el de la cadena de suministro Lean, al igual que la cadena de suministro Lean también tiene un efecto positivo en el rendimiento empresarial.

Resumen: En un contexto de creciente globalización y digitalización, las ventanillas únicas para el comercio han adquirido un papel fundamental como herramienta para agilizar y facilitar las operaciones comerciales a nivel internacional. Este artículo científico se centra en el análisis de las tendencias más recientes en la implementación de las ventanillas únicas para el comercio, poniendo de relieve cuatro áreas de particular interés que están moldeando la actualidad de este campo. La primera tendencia se relaciona con la aplicación de una ventanilla única nacional en un país en vez de implementar distintas ventanillas únicas «limitados». La siguiente tendencia implica incluir diversos sectores de servicios en la ventanilla única nacional, desde los servicios regulatorios hasta los servicios privados, en la esfera de la logística y el transporte. La tercera tendencia se relaciona con la transformación de los sistemas nacionales en las plataformas globales de facilitación del comercio que permiten realizar el comercio sin interrupción, en comparación con la ventanilla única, las plataformas para el comercio ofrecen múltiples soluciones y capaces de abarcar un gran número de bienes, servicios y participantes del comercio internacional no sólo en un sector específico, sino abarcar toda la cadena de suministro. Estas tendencias representan una evolución constante en la búsqueda de simplificar y mejorar el comercio internacional, adaptándolo a las demandas cambiantes de la economía globalizada.

Abstract: In a context of increasing globalization and digitalization, single windows for trade have assumed a fundamental role as a tool to streamline and facilitate international business operations. This scientific article focuses on the analysis of the most recent trends in the implementation of single windows for trade, highlighting four areas of particular interest that are shaping the current landscape in this field. The first trend is related to the implementation of a national single window in a country instead of implementing various "limited" single windows. The following trend involves including various sectors of services in the national single window, from regulatory services to private services, in the logistics and transportation sphere. The third trend is related to the transformation of national systems into global trade facilitation platforms that allow uninterrupted trade. Compared to the single window, trade platforms offer multiple solutions and are capable of covering a wide range of goods, services, and international trade participants not only in a specific sector but across the entire supply chain. These trends represent an ongoing evolution in the pursuit of simplifying and enhancing international trade, adapting it to the changing demands of the globalized economy.

ABSTRACT The COVID-19 pandemic imposed many market changes, driven partially by new consumer needs. In the electronic commerce field, changes occurred in parallel to an upsurge in demand, directly impacting logistics service quality. Within that context, this paper seeks a way of assessing the quality of e-commerce logistics, based on end-customer perceptions at the close of the purchasing cycle. The objective is thus to develop a mathematical model based on the artificial intelligence precepts that can interpret qualitative expressions captured through a questionnaire. Such values form partial indexes and the E-Commerce Logistics Quality Index (IQLE). After processing 180 records, it was noted that three of the seven analyzed attributes scored below 5.0, denoting some concern, but also opening up opportunities for improvement and the development of marketing solutions. COVID19 COVID 19 COVID-1 needs field demand context ecommerce e endcustomer end customer cycle questionnaire ECommerce E Commerce IQLE. IQLE . (IQLE) 18 records 50 5 0 5.0 concern solutions COVID1 1 COVID- (IQLE 5.

RESUMO É fato que com a pandemia da COVID-19 ocorreram muitas mudanças de mercado, em parte, impulsionadas pelas novas necessidades dos consumidores. No âmbito do comércio eletrônico, as mudanças aconteceram em paralelo com o aumento rápido de demanda, impactando diretamente na qualidade do serviço logístico prestado. É nesse contexto que este artigo busca desenvolver uma forma de avaliar a qualidade da logística do e-commerce, baseando-se na percepção do cliente final ao final do ciclo do pedido. Para tanto, objetiva-se desenvolver um modelo matemático, baseando-se nos preceitos da inteligência artificial, que possa interpretar expressões qualitativas, capturadas por intermédio de questionário, transformando-as em valores quantitativos, passíveis de análise no mundo real. Tais valores formam índices parciais e o IQLE (Índice da Qualidade da Logística do E-commerce). Após o processamento de 180 registros, observou-se que dos sete atributos analisados, três deles redundaram em nota abaixo de 5,0, denotando certa preocupação, mas oportunidade de melhora e desenvolvimento de soluções mercadológicas. COVID19 COVID 19 COVID-1 mercado parte consumidores eletrônico demanda prestado ecommerce, ecommerce commerce, commerce e-commerce baseandose baseando se pedido tanto objetivase objetiva matemático artificial qualitativas questionário transformandoas transformando quantitativos real Índice Ecommerce. Ecommerce E . E-commerce) 18 registros observouse observou analisados 50 5 0 5,0 preocupação mercadológicas COVID1 1 COVID- E-commerce 5,

PURPOSE: This study extends previous research by exploring the key lessons learned by the pharmaceutical industry in South Africa from the COVID-19 pandemic supply chain disruptions. DESIGN/METHODOLOGY/APPROACH: Having embraced the interpretivist paradigm, 25 supply chain professionals were purposively selected on the basis of their experience and deep knowledge of the industry and interviewed using the semi-structured approach of interviews. A qualitative data analysis programme, ATLAS.ti (version 9.1), was used to analyse the transcripts. FINDINGS/RESULTS: Following thematic analysis, the following themes emerged from the primary data: supply networks, demand planning and management, supply chain coordination, inventory management, logistics management and local production. PRACTICAL IMPLICATIONS: It is crucial to build resilience in the design of pharmaceutical supply chains. A comprehensive demand management strategy and use of data analytics need to be adopted by pharmaceutical companies to improve demand visibility, responsiveness and supply chain resilience. The study also revealed the need for local production, as local skills and enterprises are being developed. ORIGINALITY/VALUE: This study has extended the body of knowledge on the supply chain disruptions, particularly in the pharmaceutical industry by building on the studies that were conducted during COVID-19, many of which were not based on empirical data. It also points supply chain professionals in a direction which enables them to develop a disruption strategy while providing justification for policymakers to support investment in the development of the requite skills for the pharmaceutical industry and the development of local production facilities.

Abstract The business system lacks a tool to guide the implementation of good practices in the path of evolutionary improvement of the management of physical restrictions. This research aims to design a maturity model for this management. For this, the maturity models are integrated with the management cycle, there is a model composed of three phases: Planning, Design and Execution, allowing the identification of these levels in an organization in terms of the management of physical restrictions, in addition to a group of reports and analysis of the results that serve as a guide in its strategic projection. restrictions cycle phases Planning Execution projection

Resumen: El sistema empresarial necesita herramientas que guíen la implementación de buenas prácticas en el mejoramiento de la gestión de restricciones físicas. El objetivo de esta investigación es diseñar un modelo de madurez para esta gestión. Para esto, se integran los modelos de madurez con el ciclo de gestión, modelo compuesto por tres fases: planeación, diseño y ejecución, permitiendo la identificación de estos niveles en una organización en cuanto a la gestión de restricciones físicas, además de un grupo de informes y análisis de los resultados que sirven de guía en su proyección estratégica. Resumen físicas esto fases planeación ejecución estratégica

ABSTRACT Production and service capabilities are variables that influence decision-making in business management. Capacity management has become a tool that interrelates the company and countries with the demand forecast. This article aims to expose how the comprehensive analysis of capabilities in logistics systems is used as the basis for business management decision-making. For this, the Second Generalization of Capacity Calculation (SGCC) is presented as a mathematical formulation for the calculation of the capacities of any logistic process and system; this is the fundamental contribution of this work. For validation of the SGCC as a general algorithm for every type of process, 24 study cases of different characteristics, contexts, and countries were applied to this formulation. As casuistic evidence, the case of the dairy industry is exemplified; here the algorithm is used to decide the possibility of developing new products and as support for the technical phase of the investment analysis, always with the objective of satisfying current and future customer demand.

RESUMEN Las capacidades de producción y servicios son variables que influyen en la toma de decisiones en la gestión empresarial. La gestión de las capacidades se ha convertido en los últimos años en una herramienta que interrelaciona a la empresa y los países, con la previsión de la demanda. Este artículo tiene como objetivo exponer cómo el análisis integral de las capacidades en los sistemas logísticos se emplea como base de la toma de decisiones de gestión empresarial. Para ello, se presenta la Segunda Generalización del Cálculo de Capacidad (SGCC) como formulación matemática para el cálculo de las capacidades de cualquier proceso y sistema logístico, constituyendo esto uno de los aportes fundamentales de este trabajo. Para la validación de la SGCC como algoritmo general, se listan 24 casos de estudios de diferentes características, contextos y países donde fue aplicada esta formulación. Como evidencia casuística, se ejemplifica el caso de una industria de lácteos donde se emplea el algoritmo para decidir sobre la posibilidad de desarrollar nuevos productos y como soporte a la fase técnica del análisis de inversiones, siempre con la meta de satisfacer la demanda de los clientes actuales y futuros.

Abstract: The present work allows to characterize the basic functionalities of the traceability and how to contribute to the development of the electronic commerce in the current. For the development of the investigation, a qualitative approach is used, employing theoretical, analytical-synthetic and inductive-deductive methods to characterize the logistics and feasibility practices. Similarly, to analyze concepts such as electronic commerce and the B2C (business to consumer) business model. As a result, the theoretical bases on the modern operation of the functionality related to electronic commerce were obtained, simplifying traditional processes and expanding a technological network that contributes to different areas of control, organization and supervision of products and services. At the end of this work, a general perspective of the influence of the digital age in the commercial and logistical processes is presented, in addition to how the mind of the virtual consumer has changed with the purchase and delivery of the goods.

Resumen: El presente trabajo permite caracterizar las funcionalidades básicas de la trazabilidad y la manera en la que aportan al desarrollo del comercio electrónico en la actualidad. Para el desarrollo de la investigación se utiliza un enfoque cualitativo, empleando los métodos teóricos analítico-sintético e inductivo-deductivo para caracterizar las prácticas de la logística y trazabilidad. Asimismo, se usan estos métodos para analizar conceptos como el comercio electrónico y el modelo de negocio B2C (business to consumer). Como resultados se obtuvieron las bases teóricas sobre la operatividad moderna de la trazabilidad relacionado al comercio electrónico, simplificando procesos tradicionales y ampliando una red tecnológica que aporta a diversas tareas de control, organización y supervisión de productos y servicios. Al culminar este trabajo se presenta una perspectiva general de la influencia de la era digital en los procesos comerciales y logísticos, además de cómo ha cambiado la mente del consumidor virtual respecto de la compra y entrega de los bienes.

Abstract This article addresses a type of bank robbery, currently registered in all Brazilian regions, that shows the following characteristics: the assaults occur late at night or during the early hours; they are carried out by gangs, whose number of armed men vary from two to five dozens, their preferred targets are small and medium-sized cities. Using large-caliber weapons and explosives, robbers subtract amounts from two or more banks simultaneously. During such assaults, part of the gang attacks and obstructs the work of local public security forces and, thus, lay siege to neighborhoods and even entire cities for a few hours, subjecting the entire population. Before police reinforcements from neighboring towns can arrive, the bandits flee. Residents are often taken hostage and experience moments of fear and dread, even being shot when there are clashes between gangs and police. This article argues that the type of crime under analysis involves meticulous planning and investment in infrastructure and logistics, instrumental and performative use of violence, being understood as an economic activity and business by its practitioners. Regarding the sociability within such gangs, the study reveals the temporary and circumstantial condition of these groups, based on exchanges of knowledge, technical cooperation and “entrepreneurship” of the robbers, whose common objective is to obtain high amounts through their armed attacks. Research and data analysis, presented in this text, have ethnographic inspiration and fieldwork resorted to in-depth interviews and informal conversations with practitioners of these robberies, interviews with police chiefs and police officers, survey and analysis of news from newspapers, newscasts and web portals from all regions of Brazil. robbery characteristics hours dozens mediumsized medium sized largecaliber large caliber explosives simultaneously thus population arrive flee dread logistics violence groups knowledge entrepreneurship “entrepreneurship text indepth depth robberies officers newspapers Brazil

Resumo Este artigo aborda uma modalidade de assaltos contra bancos atualmente registrada em todas as regiões do Brasil, que apresenta as seguintes características: os assaltos ocorrem a altas horas da noite ou durante as madrugadas; são efetuados por quadrilhas cuja quantidade de homens armados varia de duas a cinco dezenas; têm nas cidades de pequeno e médio porte seus alvos preferenciais. Utilizando armas de grosso calibre e explosivos, os assaltantes subtraem valores de duas ou mais agências bancárias em simultaneidade. Nessas ações, parte da quadrilha ataca e obstrui a atuação das forças de segurança pública locais e, com isso, domina bairros e até cidades inteiras por algumas horas, submetendo toda a população. Antes que possam chegar reforços policiais de cidades vizinhas, os bandidos empreendem fuga. Não raro, moradores são tomados como reféns e vivenciam instantes de medo e pavor, chegando mesmo a ser alvejados, quando há confrontos entre quadrilhas e policiais. Este artigo argumenta que a modalidade de crime em análise envolve minucioso planejamento e investimento em infraestrutura e logística, uso instrumental e performático da violência, sendo significada como atividade econômica e negócio por seus praticantes. Sobre a socialidade nas quadrilhas que efetuam tais ações criminais, salienta-se a condição temporária e circunstancial desses agrupamentos, baseados em trocas de saberes, cooperação técnica e “empreendedorismo” dos assaltantes, cujo objetivo comum é obter elevadas quantias em suas investidas armadas. A pesquisa e a análise dos dados, ora apresentadas, têm inspiração etnográfica e o trabalho de campo desenvolvido recorreu a entrevistas em profundidade e conversas informais com praticantes desses assaltos, entrevistas com delegados de polícia e policiais, levantamento e análise de notícias de jornais, telejornais e portais online de todas as regiões do Brasil. Brasil características madrugadas dezenas preferenciais explosivos simultaneidade isso população vizinhas fuga raro pavor alvejados logística violência criminais salientase salienta se agrupamentos saberes empreendedorismo “empreendedorismo armadas dados apresentadas jornais

Abstract Paper aims This paper presents the literature findings of the Covid-19 vaccines supply chain, its main challenges and best practices, which are compared and verified empirically. Originality The questionnaire developed in this study provides new empirical data about the Covid-19 vaccines supply chain, especially regarding the impacts of the Covid-19 pandemic in the chain, as these events are still recent. Research method A questionnaire was sent by e-mail to specialists working with the Covid-19 vaccine supply chain in South America. Each response was compared to the literature findings. Main findings Despite the challenges faced by vaccination programs, some countries have achieved good results due to strategies adopted at the beginning of their immunization campaigns. The empirical research confirmed that literature findings match business reality, although some empirical results vary depending on the scenario of the country regarding the impacts of the pandemic. Implications for theory and practice This paper summarizes the Covid-19 vaccine supply chain and its challenges, best practices of the most successful countries regarding the immunization process, providing a better understanding of the pandemic scenario. Some empirical data corroborate the literature, and some discrepancies allow the formulation of suppositions that may be tested in future studies. Covid19 Covid 19 Covid-1 empirically recent email e mail America programs campaigns reality process studies Covid1 1 Covid-

PURPOSE/OBJECTIVES: The purpose of this study was to investigate whether physical distribution activities can significantly improve customer service for automotive component suppliers to Original Equipment Manufacturers (OEMs) in the Eastern Cape. DESIGN/METHODOLOGY/APPROACH: By means of non-probability sampling, namely convenience sampling, 50 automotive component suppliers in the Eastern Cape were visited. Each business firm received four questionnaires to be completed by logistics practitioners. Altogether, 126 usable questionnaires were returned. The data were collected by means of a survey using a self-administered, structured questionnaire. FINDINGS/RESULTS: The results indicated that physical distribution activities, such as transportation management and order processing, were significant predictors of customer service. PRACTICAL IMPLICATIONS: The results have managerial implications where the logistics department should continuously update its transportation and order processing systems to keep abreast of the best practices within the automotive industry. The results could be used by managers to highlight the benefits of improved customer service, focusing on a firm's transportation and order processing activities. ORIGINALITY/VALUE: Based on the results of the study, it is recommended that automotive component suppliers in the Eastern Cape employ transportation management and order processing (activities of physical distribution) to improve customer service. It is also recommended that the automotive component suppliers regularly benchmark their logistics practices against world-class business firms, as the results may have a positive effect on the way transportation and order processing activities are managed and executed if customer service is to be improved.

ORIENTATION: Global policy attention has shifted from start-up companies to high-growth entities (HGEs), as these entities can innovate and scale up within a short timeframe. RESEARCH PURPOSE: This study aims to evaluate how knowledge of HGEs and use of the South African (SA) small, medium and micro-enterprise (SMME) policy framework impacts their business performance. Motivation for the study: This study aims to understand if HGEs' knowledge and use of the SA SMME policy framework fits practical and theoretical expectations according to the theory of planned behaviour and political entrepreneurship theory. This is an understudied area of research. RESEARCH DESIGN, APPROACH AND METHOD: The study collected data from 120 HGEs using quantitative survey, cross-sectional study methods. The data was analysed using descriptive and inferential statistics, this included univariate analysis of variance, Spearman correlation coefficient and Wald logistics regression analysis. MAIN FINDINGS: The study found weak and insufficient relations between HGEs' knowledge and perception of the current SMME policy framework and the kind of support that HGEs require. Contrary to theoretical expectation, there is a negative correlation between HGEs' use of government support and turnover growth. More positively, HGEs' perception of the SMME policy is that when properly executed it will lead to positive impact for SMMEs and society PRACTICAL/MANAGERIAL IMPLICATIONS: South Africa's SMME policy should institute meritocratic development policies focused on separated stages of business growth as opposed to only a small-business policy currently. CONTRIBUTION/VALUE-ADD: A separate and specific entrepreneurial policy being implemented for HGEs will make a difference to HGEs' business performance and contribute to job creation and other social-economic benefits.

BACKGROUND: Transnet moves around 80% of South Africa's rail-friendly freight tonne-kilometres, which drops to less than 40% if the rail-only coal and iron ore export lines are excluded OBJECTIVES: Calculating the costs, negative externalities, and job losses caused by Transnet's recent and historical operational issues and using the results to inform future reform possibilities METHOD: Aspects contributing to Transnet's failures are indicated through an assessment of rail freight's decreasing market share and infrastructure investment, port ownership and inefficiency concerns, Transnet's deteriorating financial performance, loss of critical skills, and instances of state capture. Resultant costs and their impact on employment are calculated across various freight flow segments, whereafter reform models are suggested through international benchmarking and extracting lessons from relevant global reforms RESULTS: The cost of Transnet's failures are estimated as 7.43% of gross domestic product. A healthy relationship between the government and the private sector is a frequent occurrence in successful reforms seen globally. Locally, recent government reforms acknowledge a meaningful role for the private sector, which is in turn offering pragmatic and achievable solutions CONCLUSION: Improved private sector participation can contribute to Transnet's recovery. South Africa depends on this collaboration and the development of port and rail master plans to guide the infrastructure development required to meet its overall transportation needs CONTRIBUTION: Actionable implications for policy implementation, the economic regulation and horizontal separation of the freight railway, shifting freight from road to rail, the corporatisation of the port authority, and increasing port efficiency and capacity

Abstract Context: The location of logistics operators can become a competitive advantage for organizations as it guarantees their effective response to changes in society. Method: This paper presents the formulation of the linear programming model for the location of a logistics operator in each of the periods of a planning horizon. Results: Compliance with the location of the logistics operator with its respective restrictions at a minimum cost is guaranteed; in addition, to preserve the clear functions of dynamic programming throughout the planning horizon. Conclusions: Linear programming is an operations research technique widely used in all business fields; for which in this application it is used to guarantee the location of the logistics operator from one period to another with the sole causation of the necessary costs that guarantee a minimum total for it. This can be visualized based on the specific data used.

Resumen Contexto: La ubicación de los operadores logísticos se puede convertir en una ventaja competitiva para las organizaciones, ya que garantiza su respuesta efectiva frente a los cambios de la sociedad. Método: En este trabajo se presenta la formulación del modelo de programación lineal para la ubicación de un operador logístico en cada uno de los periodos de un horizonte de planeación. Resultados: Se garantiza el cumplimiento de la ubicación del operador logístico con sus respectivas restricciones a un costo mínimo; además, se conservan las funciones claras de programación dinámica en todo el horizonte de planeación. Conclusiones: La programación lineal es una técnica de investigación de operaciones muy utilizada en todos los campos empresariales. Esta aplicación es utilizada para garantizar la ubicación del operador logístico de un periodo a otro, con la causación única de los costos necesarios que garantizar un total mínimo para este; lo cual se puede visualizar en los datos específicos utilizados.

Resumen En el año 2005, el Negocio Cárnico conformado por las empresas, Rica Rondo Industria Nacional de Alimentos S.A, Suizo S.A e Industria de Alimentos Zenú S.A y Almacenes La 14 S.A, crearon una alianza estratégica con miras a incrementar la eficiencia en la cadena de abastecimiento a la que denominaron: "Carrusel Colaborativo". Su principal objetivo fue el de mejorar los tiempos de pedido, recibo y surtido de los productos de las marcas Zenú, Rica y Suizo en los diez puntos de venta de Almacenes La 14 S.A., con el fin de ofrecer un mejor nivel de servicio al consumidor final; el resultado de esta experiencia y que sirvió de aprendizaje colectivo, permitió a las partes identificar oportunidades de mejora en las operaciones logísticas. El articulo presenta un caso de exito con base en la aplicación del principio de colaboración en los procesos de última milla. La metodologia utilizada corresponde al metodo de caso narrativo, presenta la evolución empresarial de varios negocios, da cuenta del éxito del proceso de articulación (paso a paso) tipo carrusel colaborativo, que vincula recursos, actores, intereses, cultura y resultados.

Abstract By the year 2005, the meat business sector formed by "Rica Rondo S.A.", "Industria Nacional de Alimentos S.A.", "Suizo S.A."," Zenú S.A". and "Almacenes La 14 S.A.", started a new strategic alliance looking forward to increase their supply chain efficiency, this was named "Collaborative Carousel". Their main goal was to improve the delivery times, reception and assortment of products in a supermarket of brands such as: "Zenú", "Rica Rondo" and "Suizo" in the ten points of sales of "Almacenes La 14 S.A.", looking forward to ensure the best service level to the final consumer. The result of this experience helped to generate a collective learning, allowing the parts to identify improvement opportunities in their logistics operations. The article presents a success story based on the application of the principle of collaboration in last mile processes. The methodology used corresponds to the narrative case method, presents the business evolution of several businesses, accounts for the success of the collaborative carousel type articulation process (step by step), which links resources, actors, interests, culture and results.