Kübra YAZICI, Semra BORAN, Seda Hatice GÖKLER

Bir Lojistik Firmasında 6 Sigma Yöntemi Uygulaması

İade süreci hemen hemen her sektörden firmanın karşılaştığı, çözüm yolları aradığı karmaşık ve maliyetli bir süreçtir. Hem müşteri memnuniyetinin devamlılığını sağlamak hem de işlem sürelerini ve maliyetleri kontrol altına almak için iade ürünler ele alınması gereken bir problemdir. Bu çalışmada bir lojistik firmasına müşterilerden gelen iade ürünlerin azaltılması amacıyla altı sigma yöntemi uygulanmıştır. Uygulamada, yöntemin tanımla, ölç, analiz et, iyileştir ve kontrol et (TÖAİK) adımları izlenmiştir. Bu adımlarda Pareto analizi, neden sonuç diyagramı ile hata türü ve etkileri analizi (HTEA) yöntemi gibi kalite araç ve yöntemlerinden yararlanılmıştır. Başlangıçta 0.0007 iade oranının hedeflenen 0.0002 değerine azaltılması için düzeltici faaliyet önerilerinde bulunulmuştur.

Anahtar Kelimeler:

Altı Sigma Yöntemi, Pareto Diyagramı, Neden Sonuç Diyagramı, Hata Türü ve Etkileri Analizi Yöntemi

6 Sigma Method Implementation In A Logistics Company

The return process is a complex and costly process where the firm in almost every sector is looking for solutions. Returned products are a problem must be handled in order to both customer satisfaction ensure and process times and process costs get under control. In this study, six sigma method was applied to the logistic company in order to reduce the returned products coming from the customers. In practice define, measure, analyze, improve and control (DMAIC) steps were followed. In these steps, quality tools and methods such as Pareto analysis, cause result diagram and failure mode and effects analysis (FMEA) method were utilized. Corrective action offers were made to reduce the returned product rate, 0.0007 to the targeted rate 0.0002.

Keywords:

Six Sigma Method, Pareto Diagram, Cause and Effect Diagram, Failure Mode and Effect Analysis,

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