Modelo operacional basado en metodología six sigma para mejorar procesos de servicios logísticos

The aim of this study is to design a methodology based on Six Sigma operating model to improve the processes of logistics services comprising administration of the buying, storage and logistics of its customers, in order to introduce a new company scheme of work and improve the results in the annual survey that measures customer satisfaction. Using the methodology DMAIC tools that helped identify, measure and analyze the causes of the problem were applied, the operating model design and subsequently documented control activities established in the implementation plan to address the causes and raizales previously mentioned problems. The application of this methodology able to identify opportunities for improvement in certain activities within the logistics procurement process, which is to manage the activities required for the issuance of a purchase order until the arrival of the imported product to customer warehouse. Improve communication channels, increase synergies between areas and eliminate waste affecting installed capacity, were some of the results obtained, also a plan for training and cultural change within the field were creating interest in the participation of targeted improvement teams to improve customer satisfaction and increase the activities that add value in the process.

• Autores: Cáceres Suárez, Danny Leonardo
• Fecha de publicación: 2015
• Institución: Universidad de San Buenaventura
• Repositorio: Repositorio USB
• Idioma: spa
• OAI Identifier: oai:bibliotecadigital.usb.edu.co:10819/3298
• Acceso en línea: http://hdl.handle.net/10819/3298
• Palabra clave: Variación; Mejoramiento; Six Sigma; Quality; Control de procesos; Logística empresarial; Control de la producción; Administración de la producción
• License: http://purl.org/coar/access_right/c_abf2