USING DMAIC TO IMPROVE AN IN-STORE DELIVERY SERVICE

Abstract

The objectives of this research were to identify problems, find solutions and implement actions to improve the delayed in-store delivery service process that was causing delay to customers at the AAA Company.

This research applied the DMAIC (Define-Measure-Analyze-Improve-Control) model to improve the in-store delivery service within the firm’s staff pick area. The service delays affected customer satisfaction. DMAIC helped the researcher to define the service problems, measure the current service performance, and analyze the root causes. The researcher also suggested an improvement plan with recommendations in order to achieve sustainable procedures to improve the company’s operations.

The result of the improvement plan has shown significant improvement in the in-store delivery service serving time. The time required for picking had been cut; therefore, customers’ waiting time was reduced. The company needs to continue the improved process and also develops its own processes to cope with future changes. This is to ensure a sustained improvement carried out with practical monitoring to prevent problems from occurring.