Improving Delivery Quality in Supply Chain : a Case Study
Leppänen, Sanna (2015)
Leppänen, Sanna
Tampereen ammattikorkeakoulu
2015
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2015101915509
https://urn.fi/URN:NBN:fi:amk-2015101915509
Tiivistelmä
This thesis was carried out as a case study for a company in the technology industry with the purpose of evaluating the logistics service level and quality of the delivery process in a supply chain, following the DMAIC-process of Six Sigma. The main objective was to detect the most relevant root causes for defectives and to provide improvement solutions for supply chain processes - packaging and material handling as the main focus.
By applying methodology from literature references and meetings with the case company, this thesis examined the essential tools and techniques required to measure service levels and to substantially improve process quality. The relevant theoretical concepts were explained, including supply chain management, logistics and supply chain customer service, total quality management and the concepts of quality, and finally, the method of Six Sigma.
Primary data were collected in mostly quantitative form, from four delivering countries during a four-month period. The results were analyzed using the quality control tools such as the checksheet, run charts, Pareto charts, and cause-and-effect diagrams. Qualitative data was used to support the analysis in form of pictures and phone calls.
The key findings suggest that only a few root causes lead to most of the defects in the supply chain. These root causes were most commonly related to process - in terms of material handling. Improvements were planned and piloted for both processes and packaging functions and a control plan was created to follow up on the implementation of these improvements. Further research could be expanded to a wider area scope to investigate area-specific logistic problems.
By applying methodology from literature references and meetings with the case company, this thesis examined the essential tools and techniques required to measure service levels and to substantially improve process quality. The relevant theoretical concepts were explained, including supply chain management, logistics and supply chain customer service, total quality management and the concepts of quality, and finally, the method of Six Sigma.
Primary data were collected in mostly quantitative form, from four delivering countries during a four-month period. The results were analyzed using the quality control tools such as the checksheet, run charts, Pareto charts, and cause-and-effect diagrams. Qualitative data was used to support the analysis in form of pictures and phone calls.
The key findings suggest that only a few root causes lead to most of the defects in the supply chain. These root causes were most commonly related to process - in terms of material handling. Improvements were planned and piloted for both processes and packaging functions and a control plan was created to follow up on the implementation of these improvements. Further research could be expanded to a wider area scope to investigate area-specific logistic problems.