Case Study- February 2009
Abstract: As a key customer’s order volume rapidly increased, New Breed Logistics struggled to keep pace. An improvement team worked collaboratively with internal and external stakeholders to find solutions to meet the challenges of both current and future customers. The team applied Lean Six Sigma methodology by employing quality tools such as value stream mapping, PICK charts, and the 5 Whys to increase product flow and meet customers’ packaging requirements. As a result, overtime decreased by 30 percent, productivity as measured by volume increased 5 percent, shipping accuracy reached 100 percent, and customer satisfaction improved, thereby leading to additional business. Once the team completed the improvement project, members shared their success story as a finalist in ASQ’s 2008 International Team Excellence Award Process.
Keywords: Case study; Lean; Six Sigma; Quality tools; Logistics services; Value stream mapping; 5 Whys; Customer satisfaction; Teams; Worker productivity;
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