Improving a logistic complaints process through a six sigma project

• Author(s): Costa, I. ; Nunes, Eusébio P. ; Sousa, Sérgio
• Date: 2024
• Persistent ID: https://hdl.handle.net/1822/95290
• Origin: RepositóriUM - Universidade do Minho
• Subject(s): Complaints management system; DMAIC; Process approach; Six Sigma
• Document Type: Conference paper
• Language: English
• Contributor(s): Universidade do Minho

Description

The aim of this is work to propose improvements to reduce the time for handling logistic complaints in an electronic components company, tier 1 supplier to the automotive industry. Six Sigma methodology was used, allowing to identify the variables that influence the logistics quality complaint process since it provides an organized structure for the definition of defects, analysis and problem solving. This resulted in a 65% reduction in complaints handling time and a 79% reduction in variability, leading to a more efficient and robust process. It was observed a greater commitment and motivation from the team in handling the logistic complaints.