Aplicação do método DMAIC para redução de erros de separação de pedidos em um centro de distribuição no Ceará

Abstract

Process Optimization and Failure Reduction contribute to the performance of companies seeking operational excellence, mainly to obtain competitive advantage in tight markets such as cosmetics, beauty and hygiene. In this sense, the study of a logistical process for picking strongly influences the level of service offered by an organization with its ability to fulfill customer expectations. This paper proposes to use the DMAIC (Define, Measure, Analyze, Implement and Control) method to reduce errors in the picking process, as measured by a key performance indicator from a distribution center in the cosmetics, perfumery and home goods. The work is an action research that consisted in transforming the operational performance verified through a method composed of five phases, whose purpose is to understand the common failures of the process, to investigate its main causes and to propose improvements with the aid of a quality statistical toolset. Lastly, the results obtained with the application of the proposed method show the distribution center operation improved, indicating that the DMAIC method is a transforming instrument that not only reduced picking errors by 29% and met the proposed quality KPI, but also contributes to align the company management with its strategic objectives.