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A escolha pelo servico de transporte em uma empresa e uma tarefa complexa, pois exige que os gestores considerem muitos criterios para avaliar as alternativas disponiveis. O objetivo deste trabalho foi apresentar um processo estruturado de tomada de decisao para uma transportadora. O metodo multicriterio Analise Hierarquica de Processos foi utilizado para auxiliar na classificacao das alternativas: frota propria, operadores logisticos ou servicos terceirizados, considerando os criterios: regularidade do servico prestado, confiabilidade e satisfacao do cliente. A alternativa melhor ranqueada foi a frota propria. Ela apresentou grande importância dada a confiabilidade no servico e pela possibilidade de interacao direta com os clientes. Empresas e gerentes podem utilizar esta estrategia para tomar decisoes mais assertivas e melhorar a gestao organizacional. Palavras-chave: Tomada de decisao multicriterio. Servico de transporte. Analise hierarquica de processos. AHP. Abstract Multicriteria analysis for choosing the type of transportation service in a small carrier Choosing a type of transportation service in a carrier is a complex task, since it requires managers to consider many criteria to evaluate the available alternatives. The aim of this paper was to present a structured process of decision making for a small carrier. The multicriteria method Analytic Hierarchy Process was used to help in the classification of the following alternatives own: vehicle fleet, logistics operators or outsourced fleet, considering the criteria of regularity of the services provided, reliability and customer satisfaction. The best alternative was the own vehicle fleet. The alternative was highly important due to the trust placed in the service reliability and the possibility of direct interaction between company and customers. Other companies and managers can use this strategy to make more assertive decisions and improve organizational management. Palavras-chave: Multicriteria decision making. Transportation service. Analytic hierarchy process. AHP.

Análise multicritério para escolha do serviço de transporte em uma transportadora de pequeno porte