Publicação
Driving service excellence in a wood-based panel industry: a data-driven approach to act on supply chain quality
| Resumo: | The growth of supply chains and manufacturing networks increases the exposure to the risks of disruptions and disturbances in the companies’ operations. Companies need to develop supply chain risk management strategies, more robust and resilient operations and refine their processes to an agile response to the customers to meet deadlines. This dissertation project was carried out under the scope of the Integrated Master in Industrial Engineering and Management within the industry environment of Sonae Arauco. It aims to redesign processes to drive service excellence by developing a new decision support system that correctly evaluates the reasons for failures in the customer service level. Following the proactive data mining methodology, in specific, the exploratory data analysis, and taking advantage of the current data provided by the ERP system in use, it is studied and designed a new data-driven process to provide accurate delay reasons. This process improvement project followed the innovative Stage-Gate methodology to create understanding, cooperation, and integration in a multidisciplinary environment. The proposed solution included short-term and longterm strategies. The short-term strategy was implemented and presented promising results across the different manufacturing units. It is constituted by the new framework, refined processes and a decision support system capable of creating accountability and standardisation for all the Logistics Managers and their plants’. There was a decrease in the area of unknowing related to delay reason, around 35%; an increase in the variety of the precise delay reasons, around 50%; and the automatic process is now capable of assign almost 70% of sales order items. The long-term strategies present theoretical results based on simulations and define the path for future improvement initiatives. More than the managerial relevance of this research project, it is intended to contribute to the literature related to the Stage-Gate methodology and its usage in process improvement projects. This innovative methodology decreases the time of the project and creates a symbiotic relationship in a multidisciplinary team environment while eliminating the functional silos. It was considered a success within the company and it is now in use on other projects. |
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| Autores principais: | Costa, Hugo Miguel Mendes da |
| Assunto: | Customer service level Data mining Process improvement Stage-gate Supply chain risk management Gestão do risco na cadeia de abastecimento Melhoria de processos Nível de serviço ao cliente |
| Ano: | 2021 |
| País: | Portugal |
| Tipo de documento: | dissertação de mestrado |
| Tipo de acesso: | acesso aberto |
| Instituição associada: | Universidade do Minho |
| Idioma: | inglês |
| Origem: | RepositóriUM - Universidade do Minho |
| Resumo: | The growth of supply chains and manufacturing networks increases the exposure to the risks of disruptions and disturbances in the companies’ operations. Companies need to develop supply chain risk management strategies, more robust and resilient operations and refine their processes to an agile response to the customers to meet deadlines. This dissertation project was carried out under the scope of the Integrated Master in Industrial Engineering and Management within the industry environment of Sonae Arauco. It aims to redesign processes to drive service excellence by developing a new decision support system that correctly evaluates the reasons for failures in the customer service level. Following the proactive data mining methodology, in specific, the exploratory data analysis, and taking advantage of the current data provided by the ERP system in use, it is studied and designed a new data-driven process to provide accurate delay reasons. This process improvement project followed the innovative Stage-Gate methodology to create understanding, cooperation, and integration in a multidisciplinary environment. The proposed solution included short-term and longterm strategies. The short-term strategy was implemented and presented promising results across the different manufacturing units. It is constituted by the new framework, refined processes and a decision support system capable of creating accountability and standardisation for all the Logistics Managers and their plants’. There was a decrease in the area of unknowing related to delay reason, around 35%; an increase in the variety of the precise delay reasons, around 50%; and the automatic process is now capable of assign almost 70% of sales order items. The long-term strategies present theoretical results based on simulations and define the path for future improvement initiatives. More than the managerial relevance of this research project, it is intended to contribute to the literature related to the Stage-Gate methodology and its usage in process improvement projects. This innovative methodology decreases the time of the project and creates a symbiotic relationship in a multidisciplinary team environment while eliminating the functional silos. It was considered a success within the company and it is now in use on other projects. |
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