This article addresses one of the main problems faced by small- and medium-sized business in the non-metallic mining sector in Peru. These companies own warehouses and face the major problem of failing to deliver orders correctly and in a timely manner. This problem usually occurs when the business grows from a small- to medium-sized company in a short span of time; this situation leads to new processes within warehouses that are mostly not standardized. Besides, facilities are no longer optimal in space and the workers are not properly trained. The case study shows that the orders were not delivered on time due to factors such as lack of product identification, although the products have an expiration date and a warehouse without signaling and surrounded by traffic. To tackle this situation, a labeling process has been designed for the products, an adequate distribution technique is used in the warehouse through a newly designed warehouse layout, and a First Expired, First Out system has been implemented. Similarly, the design is accompanied by the 5s tool to provide a basis for order and continuous improvement. The results show that deliveries with delays were reduced from 38% to 10%. These results show that companies can grow rapidly and maintain quality of service through orderly management.

El presente trabajo de investigación tiene como objetivo reducir el índice de devoluciones de una empresa de consumo masivo. Se aplicó la metodología Lean Warehousing y la herramienta VRP para plantear una solución al problema. El proyecto se divide en cuatro capítulos. En el primer capítulo se desarrolla los conceptos y bases teóricas en las que se fundamenta la propuesta. El segundo capítulo presenta el entorno de la empresa, los procesos realizados y los roles que desempeñan cada uno de los trabajadores. También, se identifica el problema a resolver, para ello se requirió utilizar como herramienta el árbol de decisiones para identificar las causas raíz, las cuales son explicadas y fundamentadas. El tercer capítulo plantea 2 metodologías que ayudarán a resolver las 4 causas principales. La primera metodología consiste en determinar la ruta de transporte óptima y la segunda metodología plantea mejorar el abastecimiento y control de productos dentro del almacén. Finalmente, se presenta los costos de la implementación y los beneficios que se obtendrían con la implementación de las propuestas. Por último, el cuarto capítulo se expone los resultados de la implementación con la finalidad de reducir el índice de devoluciones. Así como, la reflexión del proyecto y las recomendaciones para futuras investigaciones. / This research work aims to reduce the rate of returns of a mass consumption company. The Lean Warehousing methodology and the VRP tool were applied to propose a solution to the problem. The project is divided into four chapters. In the first chapter the theoretical concepts and bases on which the proposal is based are developed. The second chapter presents the company's environment, the processes performed and the roles that each of the workers play. Also, the problem to be solved is identified, for this it was required to use the decision tree as a tool to identify the root causes, which are explained and substantiated. The third chapter presents 2 methods to help resolve the 4 main causes. The first methodology consists in determining the optimal transport route and the second methodology proposes to improve the supply and control of products within the warehouse. Finally, the implementation costs and the benefits that would be obtained with the implementation of the proposals are presented. Finally, the fourth chapter describes the results of the implementation in order to reduce the rate of returns. As well as, the reflection of the project and the recommendations for future research. / Trabajo de Suficiencia Profesional