Case Study - Six Sigma Implementation

1
Deutsche Post dry land Net
Case Study - Six Sigma Implementation
DHL international Forwarding CO - Adherence to Specification
Leadership By: Catalina Saldarriaga - maiden Owner, Fabiola Rincón-Santamaría - Initiative Champion,
Team Members: Juliana Gomez, Andres Lopez, Erley Carvajal, Sofia Pulgarin, Paula Gordillo
Abstract
This is a case ruminate of how Six Sigma, using the DMAIC cash advance methodology, can be utilize in a
profit environment. It is based on an effect Air Freight Process d peerless by 41 nationwide staff for DHL
Global Forwarding in Colombia. by and by identifying the specifications from the customers, current steps
were mapped in parallel to the data gathering by each bring owner. After having data and make
analyzed, identifying the value added and business value of the process and designed a new process,
evidence shows that process went further than customers needs with a positive improvement and 64%
reduction in the process involved. This case shows how the mission to become a Six Sigma comp whatsoever
would pay off improvement projects from the key customer specification, mapped step-by-step to the
DMAIC methodology improvement, present an important financial reduction up to USD160K per year
without any investment, other than people training in Six Sigma.




Introduction
For service companies, the most important thing is customer satisfaction. Deutsche Post World Net defined
the objective to become the number one option for their clients and employees, as part of its growing up
corporative strategy for 2006-2009. In May 2007 a survey was made for DHL Global Forwarding
Colombia clients, with the purpose of determining and qualifying their touch points. Under the continued
improvement program First Choice, managers selected between others, the initiative Adherence to
Specifications to proceed with.
Results obtained in a customer survey, showed a score of 7,1/10 for Adherence to Specifications which
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