PROPUESTA DE MEJORA PARA EL PROCESO DE GESTIÓN DE CANASTILLAS EN OPERAR COLOMBIA MEDIANTE EL ENFOQUE DMAIC (LEAN SIX SIGMA)

Abstract

Opperar Colombia handles Alpina's gift baskets for "La Recetta" daily amidst a high volume of incoming and outgoing shipments. Without a standardized process for each client, everyone manages as best they can: baskets get mixed up, transactions are recorded late or incompletely, and what appears in the system doesn't always match what's actually in the warehouse. The result is already evident in a significant shortage (between 5,500 and 6,000 baskets, worth approximately $74,600,000 COP), which is raising concerns and eroding trust.

These errors are repeated at various stages: receiving orders aren't always properly verified by client, storage areas lack clear designations, dispatches prioritize urgency over origin, and returns aren't properly processed. Furthermore, information is lost between shifts, and with time pressure, reconciliations become interminable, leading to customer complaints and billing demands. This is the scenario that gives meaning to the justification: the problem is real, measurable, and stems from a lack of order and traceability in the process.