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FOOD RETAIL AND WAREHOUSE INDUSTRY:
Six Sigma / TQM |
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Client: |
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A
multi-billion dollar consumer food retail store and warehouse company.
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Problem: |
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Low
margins and profitability, inventory “shrinkage”, high staff turnover,
employees disengaged from the problem and problem solving efforts,
ill-defined / undocumented and extremely variable processes. |
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Approach: |
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Assume temporary management responsibility for warehouse and transportation
operations while training and mentoring existing staff. Train executive
and supervisory management related to retail warehouse management,
employee satisfaction and engagement, process measurement, analysis
and redesign, and the creation of a true “service culture”. Launch
large scale TQM/Six Sigma-Employee empowerment process at 15 retail
sites. |
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Results: |
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Pricing
errors reduced by 67% at retail level. Improved customer flow and reduced checkout
times by 30%. Reduced customer complaints by 50% (6 months) with a formalized
process. Reduced miss-pull errors by 15%. Reduced scratch rate to less than 0.15%.
Improved maintenance on operating equipment – saved over $1 million. |
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