Improving Performance in a Global Logistics Company: Operational Performance Before and After Process Improvement

The purpose of this study was to determine the effectiveness of an intervention designed to eliminate damage notification failures in a customer-specific standard operating procedure used by a global logistics company. Process maps identified locations in the process where damage notification failures could most likely occur. A revised process was designed overnight to eliminate as many notification failure points as possible. In addition, a job aid was included to help facilitate the process change for the drivers. The results of the intervention showed a rapid and profound decrease in damage notification failures leading to the retention of a large, profitable account with a minimal initial investment of time and money.

Grantor dc:publisher

University of North Texas

Year dc:date

2004

Author dc:creator

• Dearman, Shawn Kale

Contributors dc:contributor

• Hyten, Cloyd
• Rosales Ruíz, Jesús
• Vaidya, Manish

• Business logistics.
• Shipment of goods.
• Industrial management.
• process mapping
• job aids
• logistics
• process improvement
• notification failures

Statement dc:rights

• Public
• Copyright
• Dearman, Shawn Kale
• Copyright is held by the author, unless otherwise noted. All rights reserved.

Language dc:language

English

Identifier

oclc: 58676768
https://digital.library.unt.edu/ark:/67531/metadc4712/
ark: ark:/67531/metadc4712

OAI identifier oai:identifier

info:ark/67531/metadc4712