IMPROVEMENT OF IN-STORE DELIVERY BY APPLYING THE DMAIC MODEL

Abstract

This study aims to identify and correct problems in the in-store delivery process at the ABC Home and Construction Appliances Company in Thailand.  Too much time was involved, from the customer placing a sales order at the warehouse to collection goods at the pick-up point.  These problems caused often considerable waits for those customers who had chosen to collect their goods themselves.  The DMAIC model has been used to indentify existing problems and improve the current process of the in-store delivery process.  The methodology includes observation, interviews, and shared problem-solving.  With an action plan, including KPIs, the picking process and waiting time are significantly reduced.  Recommendations are made to ensure that the process remains in the improved state and is continually reviewed.