Integrated Lean BPM model to increase customer loyalty in a last-mile courier

With the accelerated growth of online shopping, especially as a result of the Covid 19 pandemic, concern about offering a good quality delivery service has also grown. This has increased competition in this sector from the emergence of new proposals such as Uber or Rappi, which is why Courier companies are having problems maintaining the loyalty of their customers. It is important then, to differentiate yourself and a good way to do it is by improving the management of non-conforming orders, since several studies indicate that if you sell online, you must be prepared to receive an average returns ratio of 20% of the products depending on the sector. A good way to improve this process is with the application of the lean philosophy to eliminate activities that do not generate value, in conjunction with the BPM methodology to have a better global control of the process, identify repetitive activities and determine the relevant KPIs for the company. That is why this paper proposes a model with the application of these 2 methodologies to improve customer loyalty in a courier company. The implementation of the proposed model and its improvements were simulated using the software Arena and compared with the initial situation. The results showed the effectiveness of the method, reducing the service time of non-compliant orders by 37%. In addition, an increase in customer loyalty is expected taking it up to 60.81%.