Title: A Six Sigma approach for package management process in a courier company

Authors: Enrique Delahoz-Dominguez; Tomás Fontalvo-Herrera; Rohemi Zuluaga-Ortiz

Addresses: Engineering Faculty, Industrial Engineering Department, Universidad Tecnológica de Bolívar, Cartagena, Colombia ' Social Sciences Faculty, Industrial Administration Department, Universidad de Cartagena, Cartagena, Colombia ' Engineering Faculty, Industrial Engineering Department, Universidad del Sinú, Cartagena, Colombia

Abstract: This research presents an approach based on the Six Sigma methodology as a management tool for the package management process in an international courier. This research uses a research-action approach to investigate the benefits of implementing the Six Sigma methodology in a courier company. The paper presents the background and step by step of the Six Sigma implementation. Specifically, the Cartagena (Colombia) - Fort Lauderdale the USA shipping route is analysed, which shows the highest number of customer complaints and the worst package management metrics. Finally, the monetary impact of nonconformities is delivered. The study results indicate that implementing Six Sigma to a package management process generates valuable and objective information to the decision-makers in the company.

Keywords: Six Sigma; logistics; management.

DOI: 10.1504/IJSOM.2024.136794

International Journal of Services and Operations Management, 2024 Vol.47 No.2, pp.198 - 210

Received: 13 Aug 2021
Accepted: 06 Nov 2021
Published online: 22 Feb 2024 *

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