Operations Model Based on Lean Manufacturing to Increase the Perfect Order Rate in SMEs in the Consolidated Freight Distribution Sector

This research develops the validation of an operations model that allows mitigating the root causes of the high rate of imperfect orders within a company dedicated to distributing consolidated cargo of various products in Lima, Peru. It is also possible to confirm that Lean Manufacturing tools optimize the processes of SMEs in the service sector; the implementation of these tools provides positive results in the long term. Not only in the quality of its service but also improves the organizational culture within these companies. This case study used the PDCA methodology supported by the 5S, Jidoka (Poka-Yoke), and Standardized Work to reduce the main problem. To achieve our objective, 5S helped the operator achieve an optimal work environment in our case study warehouse. Jidoka, along with visual management, eliminated picking and counting errors. In addition, standardized work eliminated unnecessary time spent on activities that did not add value to the supply chain process. For the implementation of these tools, pilots of each of them were carried out, and, subsequently, the simulation was performed in the simulation software Arena version 16.1. As a result of the validation, the ratio of perfect orders was increased by 15.98%, and the order preparation time was reduced by 19.95%.