Publicación: Plan de mejora de calidad para el área de gestión de pedidos. Caso: Vitelsa del Pacífico S.A.
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When looking at the existing problems in the high volume of replenishments caused in order management of the company Vitelsa del Pacífico S.A, it was observed the need to contribute to develop an improvement aimed at reducing the losses and impacts (economic, environmental, and social) that were being generated in the company because of the main causes. The study aimed to diagnose, propose, and implement an action plan to improve the quality management of the processes, to reduce the volume of replacements generated when the finished product does not meet the requirements requested by the customer. The development of this project addresses an improvement that was based on the analysis obtained from the diagnosis to know the current situation of the process, in this context it was considered convenient to apply different tools and fundamentals in Industrial Engineering that determined in real time the frequency of causes, impacts, failures, missing and other factors that impact the quality of the final product , giving a direct and complete look at the magnitude of the problem in the area of order management. The methodology followed had a deductive approach with the use of various quality tools in the diagnosis. The main tool that was applied to have order of study and analysis for diagnosis was the DMAIC methodology; in the define phase, the entire operational body of the order management area was specified; in the measurement cycle, the dimension of the problem was evaluated with real data using quality techniques. The results achieved allow through the phase of improvement and control, deliver to the company a plan of actions of continuous improvement based on the analyses obtained from the problem to increase the quality of the process that has impact on organizational areas at the level of production, commercial, logistics, dispatch and management, among other resources involved in the case study process; the implementation of the improvement proposal contributed to reducing the volume of replacements by -62% and -84% during the study period, which was focused on satisfying the gaps at the root of the problem, conducting training for human resources, implementation of an instructional manual of the processes in the area, improving the format of the drawing templates , design and implementation of an efficiency record for customer satisfaction, improve the development of the process between the commercial area and order management, in addition to introducing improvements in the evaluation of staff performance. This in the end constitutes an important contribution to the company where an improvement of the performance in the process of the area in terms of quality management and customer compliance is concluded, where it was observed that the economic impact and raw material reduced from 86 and 91 replacement units per month to five units during the implementation, which contributed to reducing non-conforming orders that by 90% are not recoverable.