Influence of the Logistics Management System on the Productivity of Call Centers

Cabellos J.L.M.; Heredia C.M.P.; Rodriguez E.M.R. · Proceedings of the LACCEI international Multi-conference for Engineering, Education and Technology (2024) · DOI: 10.18687/leird2024.1.1.827

Resumen

This research determines how the implementation of a logistics management system enhances the productivity of Majorel SP Solutions SA, Lima 2023. The study is applied, featuring a non-correlational and cross-sectional design. The population under study encompasses all interactions handled by employees, ranging from warehouse staff to high-level administration. The diagnostic phase identified the main reasons behind returns, which include late deliveries, defective products, products nearing expiration, and incorrect orders. These issues stem from inadequate order planning and inefficient route planning. Furthermore, critical areas in logistics management requiring attention were highlighted, such as order distribution and storage. The proposed solutions include the implementation of the proposed logistics management processes, the application of the 5S methodology, and the ABC classification of products based on sales. Additionally, the inventory management model based on the Periodic Review model (Model P) and the redistribution of layout using the Systematic Layout Planning (SLP) method and Guerchet method were detailed. The conclusions reveal a significant increase in efficacy by 10.8%, efficiency by 28.6%, and productivity rose to 89.0%. The positive impact on overall efficiency is supported by a p-value of 0.032. In summary, the implementation of a logistics management system significantly improves the productivity of Majorel SP Solutions SA, Lima 2023.

Instituciones: Universidad Privada del Norte