Master of Agribusiness / Department of Agricultural Economics / Vincent Amanor-Boadu / Order picking errors have an adverse effect on performance because they contribute to lost time, resources and customer loyalty. Therefore, it is imperative that organizations reduce errors as much as possible. However, organizations cannot effectively reduce errors until they understand the factors that determine and influence them and can isolate the sources of those errors. Product distribution at Frito Lay is very critical in the supply chain activities of the company and understanding and managing the level of errors that occur at the distribution phase of operations is critical for the firm’s long term sustained competitiveness. This study examines Frito Lay’s order filling processes and how order volumes affect the level of errors. The company uses two types of order picking technologies: prepick and bulk order, conventionally also known as pick-to-light and voice-pick technology respectively. The main objectives of the study are: (a) to examine the impact of size of volume processed at the distribution center on errors recorded for each order pick technology and (b) the impact of regional and seasonal differences across Frito Lay’s distribution network. The data pertaining to pre-pick volume, pre-pick error, bulk volume and bulk error were collected for ten consecutive quarters time period ranging from first quarter of 2009 to the second quarter of 2011 and across 16 divisional distribution centers in four regions of the U.S. The data were organized into a panel for analyses using Stata® 12.1. With no a priori foundation for choosing any particular structural equation form, a number of structural equations were estimated and compared to consistency with economic theory and internal consistency. Two different sets of models were estimated: one for each technology. The regression results from the analysis from the pre-pick order picking technology models showed the quadratic model was the “best” model, whereas the linear model turned out to be the “best” structural form for bulk order picking system. This research provides valuable information to management in attempt to address errors in the order fulfillment system. Because errors may be human, and these human errors may emanate from lack of knowledge or poor skills, they can be addressed with training and education. The human errors may also be a result of processes in the plant. These could be addressed by the reconfiguration of processes and educating people about those processes. Finally, the errors may be motivational, leading to poor focus in executing responsibilities. To address these types of errors, management may choose to implement both positive and negative incentives. Positive incentives will provide rewards to employees who meet error reduction targets that are established at the beginning of certain periods. Negative incentives may include penalties for exceeding pre-specified error thresholds. The Frito Lay system would benefit more from this research if the data had included human resource demographic data as well as economic information. It would have allowed the research to estimate the effect of errors on the economic performance of the different distribution centers and help determine the economically optimal level of errors at the different centers.

Made available in DSpace on 2016-06-02T19:51:55Z (GMT). No. of bitstreams: 1 4396.pdf: 3518581 bytes, checksum: 4b5341cc7f669d73522102d6416dc1e0 (MD5) Previous issue date: 2012-03-13 / The companies included in a globalized environment, so as to ensure their competitiveness and profitability, are seeking to implement operational excellence programs that aim at customer satisfaction (service level achieved at a fair price) and its employees. The lean philosophy has been pervasive in all sectors, and in the entire chain of value stream, as a means of getting to win this excellence and differentiate themselves in the international market. The distribution centers, and specifically the activity of picking, present themselves as a key point in this chain when considering improvements, since depending on the type of distribution center, the cost of labor associated with picking coul be significative. Coupled with the cost, the time of this activity substantially affects the cycle time of application, ie, the time between receiving a customer order and correct delivery of products. This study therefore aims to contribute to the understanding of the gains that can be obtained with the use of tools and concepts of "Lean thinking" implemented in picking procedure in a distribution center. To this are presented two proposals to do the picking process. The proposals built based on concepts of lean tools are simulated using the Simio, simulation software , and compared with the current process. The analysis of simulation results helped to find out what the procedure for picking has the best performance and satisfies customer requirements. / As empresas inseridas em um ambiente globalizado, visando garantir sua competitividade e lucratividade, buscam implementar programas de excelência operacional que tenham como objetivo a satisfação do cliente (nível de serviço alcançado a um preço justo) e de seus colaboradores. A filosofia Lean tem sido difundida em todos os setores e em toda cadeia de fluxo de valor, como meio de conseguir ganhar esta excelência e diferenciar-se no mercado internacional. Os centros de distribuição, e especificamente a atividade de picking, se apresentam como um ponto-chave desta cadeia quando se pensa em melhoria. Pois, dependendo do tipo de centro de distribuição, o custo de mão-de-obra associado à atividade de picking é significativo. Aliado ao custo, o tempo dessa atividade influi de maneira substancial no tempo de ciclo de pedido, ou seja, o tempo entre o recebimento de um pedido do cliente e a entrega correta dos produtos. Este estudo pretende, portanto, contribuir para a compreensão dos ganhos que podem ser obtidos com a utilização de conceitos e ferramentas do pensamento Lean implementados em procedimentos de picking de um centro de distribuição. Para isto são apresentadas duas propostas para realizar o processo de picking. As propostas construídas baseadas em conceitos de ferramentas Lean, são simuladas com o software de simulação Simio e comparadas com o processo atual. A análise dos resultados da simulação contribuíram para encontrar qual o procedimento de picking apresenta melhor desempenho e satisfaz os requerimentos dos clientes.

[pt] Nos dias de hoje, com o ambiente empresarial cada vez mais competitivo, a tecnologia de informação, quando bem utilizada, torna-se um importante diferencial entre as empresas na busca pela excelência no atendimento ao cliente. Desta forma, cada vez mais as empresas procuram alternativas para facilitar o gerenciamento de suas atividades, visando aumentar o controle, reduzir os custos e obter informações precisas que possam de fato agilizar a tomada de decisões e consequentemente melhorar o ní­vel do serviço prestado. O Sistema de Gestão de Armazéns (Warehouse Management System - WMS) vem sendo implementado principalmente pelos grandes operadores logí­sticos. A pesquisa realizada pela Booz Allen & Hamilton em parceria com o Centro de Estudos em Logí­stica em 2001 (CEL-Coppead) constatou que até 50% dos operadores logí­sticos pesquisados já utilizavam esta tecnologia (Costa et al., 2001). Dado o crescimento do uso do WMS, e a possibilidade por parte da autora de participar da implementação desta tecnologia em uma empresa durante o desenvolvimento de sua pesquisa de mestrado, os objetivos desta dissertação são: mapear a operação do Centro de Distribuição (CD) da Empresa Alfa antes da implementação do WMS; e analisar o processo de implementação de um WMS em um CD em operação. Como a autora fizera parte da equipe de implementação do WMS na Empresa Alfa, a metodologia utilizada para a elaboração desse trabalho incluiu: pesquisa bibliográfica, visitas in loco e entrevistas não estruturadas junto aos envolvidos na operação. O resultado desta dissertação é uma análise da operação antes e durante a implementação do WMS, aliado aos principais resultados extraí­dos pelas simulações, dado que até o presente momento o WMS ainda não se tornou uma realidade junto a Empresa Alfa devido a mudanças estratégicas no cronograma de implementação. / [en] Nowadays, in a competitive business environment, when the information of technology is well used it becomes of a great value among companies that search for excellence in customer relationship attendance. Therefore, more and more often, the companies are searching for alternatives to ease the management of activities, increasing control, reducing costs and getting important information that can result in quicker decisions and consequently improve the level of the service. Recently, the WMS is being implemented in general by the biggest logistics operators. A Booz Allen & Hamilton´s research in partnership with the Center of Studies in Logistic in 2001 (CEL-Coppead) evidenced that up to 50% of the logistic operators have already been using this technology (Costa et al., 2001). Due to the growth of WMS use and the possibility for the author to participate in an implementation of this technology in a company during her Master Research, the objectives of this work are: to map the operation of the Alpha Company´s Distribution Center (DC) before WMS implementation; and analyze the WMS implementation process in a DC that is in operation. Since the author was part of the team in the implementation of WMS in the Alpha Company, the methodology used for the elaboration of this work included: bibliographical research, visits in loco to the Alpha Company´s DC and non structuralized interviews with the involved parts in the operation. As a result of this work, we have an analysis of the operation before and during the implementation of the WMS in line with the main results of the simulations, given that until the present moment, due to strategic changes in implementation chronogram the WMS still has not become a reality in the Alpha Company.

This thesis analyzes the impact of processes associated with order execution on customer satisfaction. The theoretical part should introduce readers to current and relatively comprehensive e-commerce market. The objective is to formulate and highlight information and concepts, which are important for understanding the subsequent practical applications. The thesis is focused on logistics processes that affect customer satisfaction, e.g. receiving, assembling and shipping. The practical part should analyze the processes using the example of an online store Mall.cz. The main interest of the thesis emphasis on the functioning of the distribution center, identification of bottlenecks and the implementation of measures for the efficient order execution. In the final part the author analyzes three major competitors and their offers of the delivery of goods. The output of that part is a SWOT analysis. The main objective of the thesis is to identify the key factors of logistics processes and evaluate their impact on customer satisfaction. A specific feature and benefit of this work is the interconnection of marketing and logistics perspective.

Purpose – The purpose with this study is to increase the understanding of how storage locations should be named along with an understanding of how planning of change could influence a change process. In order to achieve the purpose of this study, two research questions were formulated. ▪ How should storage locations be named in a distribution center?▪ How could planning affect the introduction of a new location addressing system? Method – The study has been executed as a case study and has been incused by a deductive approach. To the study, a central warehouse that distributes spare parts to private cars has been selected as case company. In order to answer the study ́s research questions, a literature study has been accomplished and empirical data has been collected. All the empirical data has been collected through interviews and observations at the case company. Furthermore, all empirical and theoretical data has been processed and analysed in order to answer the study ́s purpose and research questions. Findings – To create a location addressing system in a distribution center and thereby name storage locations, three factors should be considered. The first factor to consider is regarding which system that should be used in the specific environment, numerically, alphabetically or alphanumerically. The second factor is that the storage locations names should be as short as possible, maximum between five and seven symbols. The third factor that should be considered is that the location addressing system should have an underlying logic to support an uncomplicated learning process. When the storage locations are being labelled in the business, the chosen colour combinations should support clearness. In order to achieve clearness, the chosen colours need to have a great contrast between each other. In order to simplify a change in a distribution center, a well thought out planning strategy should be used. There are two factors according to this study that should be considered during changes in a distribution center. First off, it ́s important to have a clear information flow during the change process. Without a clear information flow to everyone that are being affected by the change, the risk of resistance towards the change increases. It ́s also important to formulate a clear planning and an understanding of the change ́s consequences in an early stage of the change process. This to prepare for the consequences that other elements in the business environment could be affected by the change as well. Implications – The study combines already proven theories and apply these in a distribution environment. No new theories have been created, but how the proven theories have been combined could give a new angle of how changes of storage locations in a distribution environment should be implemented. The study ́s empirical contribution was to give an increased understanding of how storage locations should be named and identify which factors affecting the naming of storage locations. The empirical contribution was also to give an increased understanding of how employees could be affected by a change. Changing a namingsystem could result in reduced loading of the employee’s memory, both the long-term memory and the short-term memory. By using a well thought out planning process, the outcome of a change in a location addressing system would be benefited. Limitations – The study has been executed as a one case study. It ́s not possible to exclude that a multiple case study would have generated a different result. In the study ́s empirical data, seven interviews were conducted. These seven interviews represent the employees of the case company. A larger quantity of interviews could have increased the study ́s quality. No quantitative data has been collected. With quantitative data, the study ́s generalizability could have increased. At last, the study has been limited by the space of time. With a longer amount of time, all parts of this study would have been further developed and by that, created a more generalized result.

京都大学 / 0048 / 新制・課程博士 / 博士(工学) / 甲第18573号 / 工博第3934号 / 新制||工||1604(附属図書館) / 31473 / 京都大学大学院工学研究科都市社会工学専攻 / (主査)教授 谷口 栄一, 准教授 宇野 伸宏, 准教授 QURESHIAli Gul / 学位規則第4条第1項該当 / Doctor of Philosophy (Engineering) / Kyoto University / DFAM

[pt] A eficaz gestão da cadeia de suprimentos no atual ambiente competitivo brasileiro tem sido apontada na literatura como solução para a garantia de rentabilidade. Para garantir a sua continuidade as empresas estão buscando cada vez mais se integrar às suas respectivas cadeias de suprimentos de modo a conseguir algum tipo de vantagem em relação aos concorrentes. No entanto, nos modelos de gestão apresentados na literatura a questão tributária tem sido considerada de forma superficial e, com isso, deixando de cumprir um importante papel na identificação de oportunidades que possam ser convertidas em benefícios econômicos decorrentes de operações fiscais bem planejadas. Este trabalho tem como objetivo a análise do impacto da tributação na gestão da cadeia de suprimentos e, em especial, no setor de varejo eletrônico. É apresentada uma situação real onde uma empresa deste segmento, valendo-se dos conceitos de elisão fiscal, estabeleceu um Centro de Distribuição em uma região distante de seu principal mercado consumidor e de seus fornecedores. O ganho tributário obtido superou os custos logísticos adicionais resultando em uma grande economia para a empresa. / [en] The supply chain management efficacy of today s competitive environment in Brazil has been identified, in print, as a solution to guarantee profitability, and therefore continuity of companies that are increasingly seeking to integrate their respective supply chains in order to achieve some sort of competitive advantage. However, in the management models presented in print, the tax issue has been considered in a superficial way and thereby failing to fulfill an important role in identifying opportunities that can be converted into economic benefits arising from tax transactions well planned. This study aims to analyze the taxation impact on the supply chain management and, in particular, in the retail sector, through a case study of locating a distribution center, in which a real situation is presented where a company in this sector, drawing on the concepts of tax avoidance, established a distribution center in a distant region of his main consumer market and its suppliers.

L’environnement urbain est fortement ancré dans la gestion des flux logistiques. La mutualisation de ces différents flux apporte alors une solution qualitative répondant aux critères environnementaux, économiques et sociétaux. Cette thèse propose une approche pour la mise en place des centres de distribution urbains (CDU) en combinant la logistique de distribution avec la logistique inverse (flux montants et flux descendants). L’objectif principal de ces CDU est d'assurer un développement durable dans les villes modernes. L’hétérogénéité des pratiques de la logistique de distribution et de la logistique inverse constitue le principal verrou scientifique. La mutualisation de ces différents flux apporte alors une solution qualitative et durable dès lors qu’elle répond aux critères attendus : environnementaux, économiques et sociétaux. Dans un contexte de logistique globale, nous nous sommes basés sur les problèmes de localisation de plateformes HLP « Hub Location Problem » afin de formuler le problème de localisation des CDU selon un critère de maximisation du profit par le choix du meilleur emplacement parmi ceux disponibles. Nous avons calculé les localisations partiellement possibles, tout en garantissant le traitement des flux retournés (collecte, tri, revente) et aussi en tenant compte des coûts socio-environnementaux. Par la suite, nous avons utilisé des outils de résolution du modèle proposé via des algorithmes d’optimisation. L’efficacité de ces algorithmes a été confirmée par un ensemble de jeux de données et de rapports d’analyse d’impacts. La dynamique liée à la fiabilité des CDU dans l’exécution du service par la prise en compte d’une politique de coordination inter-CDU fait aussi partie de notre étude. Nous nous sommes intéressés à l’aspect de disponibilité pour garantir les livraisons à temps. En effet, l’indisponibilité du système peut être due aux pannes aléatoires, aux actions de maintenance préventive planifiées, etc. Par conséquent, nous présentons une solution qui permet de satisfaire la demande journalière de manière ponctuelle par l’intégration d’une approche collaborative entre les différents sites. Il s’agit d’un modèle d’optimisation de la politique de coordination inter-CDU avec une stratégie de sous-traitance des livraisons en cas d’indisponibilité / The urban environment is strongly involved in the management of logistics flows. The pooling of these different flows provides a qualitative solution ensuring environmental, economic and societal criteria. The thesis objectives aim at supporting Urban Distribution Centers (CDU) by combining distribution logistics with reverse logistics (upstream flows and downstream flows), thereby ensuring sustainable development in modern cities. The heterogeneity of the distribution logistics practices and the reverse logistics define the core of this thesis. Sharing these different flows provides a qualitative and sustainable solution as long as it meets the aforementioned criteria (environment, economy and society). Our approach is based on the Hub Location Problem to formulate the location problem of UDC while maximizing the profit and choosing the best available location. We proceed by identifying potential available locations, while guaranteeing returned flows management (collection, sorting, resale, etc.) and reducing pollution impact. Moreover, we simulate our optimised model with simulation tools using optimization algorithms. The effectiveness of these algorithms are validated based on generated outputs (set of data) inspired by real world scenarios. Reliability is a part of this work when dealing with UDC deployment. The unavailability of the system may be due to random failures, planned preventive maintenance actions, etc. Therefore, we present a solution supporting daily demands by integrating a collaborative approach between different sites. This approach is based on inter-CDU coordination policy with a strategy of subcontracting deliveries dealing with unavailability

[pt] Atualmente, a Tecnologia da Informação (TI) tem assumido papel essencial para o alcance da administração eficiente, tanto no nível estratégico como no operacional, oferecendo benefícios para os negócios que incluem redução de custo, aumento da produtividade, qualidade, flexibilidade e inovação. E um dos recursos empregados é a implantação de um Sistema de Gestão de Armazéns, denominado Warehouse Management System (WMS), software que recebe as informações pertinentes ao armazém, gerando respostas para uma melhor movimentação, armazenagem, separação e expedição dos produtos, conforme as necessidades da organização. No entanto, a implantação de um sistema WMS pode ser considerada bem mais do que um projeto de tecnologia, que envolve mudanças estruturais e comportamentais, tornando-se um processo de risco relativamente alto e complexo. Este trabalho tem como objetivo identificar e planejar respostas aos riscos na implantação de um WMS no novo armazém de uma grande empresa brasileira do setor de cosméticos. Os resultados obtidos comprovaram inúmeras atividades que devem ser gerenciadas em favor do não comprometimento dos objetivos propostos da empresa, embora sabendo que o risco é algo incerto quanto à sua ocorrência. Ainda assim, para os futuros usuários do WMS, compreender a inclusão do gerenciamento de riscos nos seus projetos de implantação irá trazer maior probabilidade de sucesso, pois quanto mais forem conhecidos os riscos e as ações de mitigação, mais confiança e segurança as empresas terão em projetos desta natureza. / [en] Currently, Information Technology (IT) has assumed crucial role for achieving the efficient administration at both the strategic and the operational, providing business benefits that include reducing costs, increasing productivity, quality, flexibility and innovation. And one of the resources used is the implementation of a Warehouse Management System, called Warehouse Management System (WMS) software that receives the relevant information to the warehouse, generating responses for improved handling, storage, picking and shipping of products as the organization s needs. However, the implementation of a WMS system can be considered much more than a technology project that involves structural and behavioral changes, becoming a process of relatively high risk and complex. This study aims to identify and plan responses to the risks of implementing a new WMS in the warehouse of a large company in the cosmetics industry. The results confirmed many activities that must be managed in favor of non-commitment of the proposed objectives of the company, while knowing that the risk is somewhat uncertain as to its occurrence. Still, for future users of the WMS, to understand the inclusion of risk management in their deployment projects will bring greater likelihood of success, because as more becomes known risks and mitigating actions, more confidence and security firms will take into projects of this nature.

[pt] A evolução da Logística aconteceu de forma muito rápida. Sua importância realmente passou a ser sentida intensamente apenas a partir da década de 80, com as pressões geradas pelas mudanças econômicas e tecnológicas. O aumento da concorrência num mercado globalizado e com tantos avanços tecnológicos forçou as empresas a buscarem formas de agregar valor a seus clientes e acionistas. É neste momento que a Logística se consolida como fator de diferenciação aos clientes garantindo atender suas necessidades com qualidade. No entanto, para isso, é necessário investir para especializar-se e é aqui que surgem os Prestadores de Serviços Logísticos e a terceirização de Operações Logísticas. Esta dissertação pretende, utilizando pesquisa bibliográfica, apresentar vantagens e desvantagens da terceirização, um modelo para a fase de transição (formação de equipe do projeto, seleção, contratação) e o início de atividades terceirizadas (controles, indicadores de desempenho) e, através da análise crítica de um caso ocorrido na Indústria Farmacêutica, auxiliar na orientação de empresas no processo de terceirização de uma operação logística. / [en] The logistic evolution has happened in a very fast way .Its importance really passed the heartfelt being intensely just in 80's, by the pressures generated by the economic and technological changes. The competition increase in a globalized market and so many technological advances, companies is forced to seek ways to aggregate value to their clients and shareowners. At this time, Logistics is considered as differentiation factor to the clients, guaranteing to attend the clients need with quality. However, it's necessary to invest in order to get specialized, so at this moment, Logistic Services and Logistics Operations subcontracting appears. This dissertation intends, using bibliographical research, show advantages and disadvantages of the subcontracting, a model for the transition phase (project team formation, selection, contracts) and the subcontracted activities starts (performance indicators and controls) and, through the critical analysis of an occurred case in the Pharmaceutical Industry, assist the companies (orientation/support) in the subcontracting process of a logistics operation.