The Improvement of the quality service through the standardization of processes and operating methods: Case of shipping management

Abstract

Companies are constantly seeking to optimize their resources, both material and human. In order to standardize their operation, this work approach consists of organizing the tasks in order to have some stability and the constancy of the daily operations, in order to identify the real capacity of a process. Any process is standardized, but not in accordance with all its stages.

The standardization of processes and operating methods is therefore a guarantee of efficiency, but also of improving the management times of the various tasks, insofar as they are described therein in a clear and precise manner, as well as their operation and sequence. So that the user is perfectly oriented and guided in his work and in order to drastically reduce the risk of error.

Moreover, with the repetition of operations of the same kind, which creates automatisms among the collaborators, and the total integration of the steps, which constitute a routine among the users, the speed of execution will inevitably increase, while remaining in the respect quality requirements.

The migration of a traditional process through the individual management of each task is the driving objective of our article, insofar as each repetitive shipment must be subject to a standard process to optimize working time and increase the number of shipments processed by a single operator.

We adopt a constructivist approach, where we position ourselves in the shoes of an expedition manager who aims to improve his daily life. Our study is the result of 6 months of observation in a company that operates in the automotive sector. As well as our reasoning assumes that this study will be applied in other companies, whose sectors of activity are different. So an inductive reasoning, in other words, from the particular to the general.

After our study, and the standardization approach adopted, we can summarize that the main perceived result rhymes with better management and a significantly improved service rate. So ultimately the change in the usual methods is not intended to complicate the daily lives of operators and users contrary to what they believe, but it is a way of improving and minimizing their efforts with a removal of unnecessary tasks.

JEL Classification: D23 , D33, F14  

Paper type: Empirical research.