Companies have been affected by the inflation caused by the country's changing commercial and geopolitical environment. Nevertheless, there has been significant growth in the volume of purchases from them. In this case study, the company buys from manufacturers and distributes to wholesalers and retailers. In Peru, the main channels through which mass consumer products are purchased are supermarkets, bodegas, and markets. It has been identified that one of the areas with the greatest pain point is the delivery of perfect orders, which generates losses for the companies. The purpose of this research is to reduce the number of returned orders through 5S tools, process standardization and using the TQM methodology. In addition, to validate this model, the Arena software will be used to simulate the process from picking until the products are delivered to the customer, in which the results will show the decrease of returned orders from 7% to 5.32%.
Service Model Based on Lean Service and TQM to Reduce Returns in SME from the Mass Consumption Sector
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