Marcele Elisa Fontana marcelelisa@gmail.com Federal University of Pernambuco, Caruaru, PE, Brazil ABSTRACT Goal: This study aimed to propose a procedure to survey of the Critical success Factors (CSF) in the reverse flow inventory management. Design / Methodology / Approach: A problem structuring method (PSM) combined with an approach for analysis of strategic map were used to facilitate and share information in a participatory process, considering all the stakeholder’s perspectives in order to identify and analyse the CSF. A case study of returnable packaging in the metallurgy and steel industry was conducted to validate the proposal. Results: The proposal was able to minimize conflicts and it facilitated the discussions on the CFSs surveyed. In addition, the decision makers have confirmed that their viewpoints were well represented in the strategic map, and they will use the CFS to evaluate the operations performance. Limitations of the investigation: Although the surveyed CSFs are specific to the presented case study, the procedure may be replicated in other organizations to identify their own CSF. Practical implications: The adequate survey of CSFs is fundamental because they have potential to explain the success or failure of a company, since CSFs impact directly on profits, processes performance and competitive environment. Originality / Value: The main contribution was to propose a methodology to survey critical success factors in the reverse flow environment adequate to messy, complex and unstructured situations, as well as this methodology was able to make a cyclic analysis and comprehension of the multiple perspectives, important in group decision maker environments.

中文翻译：

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可逆包装逆流库存管理过程中关键成功因素的调查与分析

Marcele Elisa Fontana marcelelisa@gmail.com伯南布哥联邦大学，巴西PE，卡鲁阿鲁摘要目的：本研究旨在提出一种程序，用于调查逆流库存管理中的关键成功因素（CSF）。设计/方法论/方法：问题制定方法（PSM）与战略地图分析方法相结合，用于在参与过程中促进和共享信息，同时考虑了利益相关者的所有观点，以便识别和分析CSF。以冶金和钢铁行业的可回收包装为例，对该提案进行了验证。结果：该提案能够最大程度地减少冲突，并促进了对所调查的粮安委的讨论。此外，决策者已经确认他们的观点在战略地图中得到了很好的体现，他们将使用CFS评估运营绩效。研究的局限性：尽管被调查的CSF仅针对所介绍的案例研究，但该程序可以在其他组织中重复进行以识别其自己的CSF。实际意义：对CSF进行充分的调查是至关重要的，因为CSF可以直接解释公司的成败，因为CSF会直接影响利润，流程绩效和竞争环境。原创性/价值：主要的贡献是提出了一种方法来调查在逆流环境中足以解决混乱，复杂和非结构化情况的关键成功因素，