In this research the problem is the generation of wastage in the home dispatch (HD) process and in the reverse logistics of a retail sector company, so its main objective will be to reduce them. The DMAIC methodology was used for process improvement. The engineering tools used correspond to Lean Six Sigma such as process standardization and Poka Yoke. After simulating the improvement proposal with the Arena software, the main results obtained were the reduction, with statistical validity, of the number of reentries, the number of wasted products and the number of absent customers, the comparison of the confidence intervals of the simulation of the improved situation and the current situation.