GB-DMAIC One-Pager Summary
- 1. NCE/FI: Green Belt Storyboard v2.0 1 GB-DMAIC :To improve delivery on time of 5G HOD through reduction % 20 of non-delivered cases by March 2015 ID :133455 Problem Statement: Delivery complaints comprises the highest contributor of the ten types of complaints and it is representing 81.9% of total market complaints during Jan-Oct 2014 with monthly average of 2006 complaints. in addition, it is one of the key priorities of OMP 2014-2016 to deliver volumes OTIF to support business growth and it is one of our NCE 3C’s to delight customers & consumers . Scope of the project : High delivery misses complaints on HOD products ( 5G). Project Team : Leader ; Sponsor ; Coach ; Process owner ; Actions taken 1. Weekly meeting with the distribution supervisors , drivers and helpers , to coach them related to the Non-Delivered or Refusal cases coding on the checklist. 2. Monthly meeting with the call center & data entry ladies to coach them related to the Non-Delivered or Refusal cases coding on checklist & call system . 3. Daily entering all non-delivered & refusal codes on the checklist system . 4. Hiring 15 ladies and coach theirs related to using checklist & call center system. 5. Daily filtering" screening” on all checklists related to customers who didn't withdraw since 4 weeks or wrong & change location. 6. Continuously Hiring Saudi ladies to work in Production, Quality, Data Entry . 7. Create SOP for issuance of driving licenses by HR & Distribution. 8. Rent external workshops for repairing trucks . 9. Fully utilizing new production line of 2400 bottles /hrs. 10. Create clear communication plan between production & distribution related to custody bottles. 11. Assign one supervisor to monitor night shift & villa area of Trucks loaded. 12. Rerouting Dammam routes to include key accounts in it . 13. Assign one supervisor to monitor the weekly checklist of Trucks PM. 14. Establish job profile of Drivers & helpers between HR & Distribution. 15. Create SOP for sending trucks for maintenance and the required documents 16. Deliver training of defensive driving skills. Achievements of the project Target is over achieved by reaching to 0.401% from 2% ( i.e. 80% reduction in Y-measure instead of 20% our initial target),with total actual reduction % of customers complaints calls during last three months of 27% on average per month after solutions were implemented as shown below . Results ( Before ,During & After ) Intangibles Benefits First GB DMAIC in Dammam Supply Chain knowing that NCE is not yet rolled out in SC . 1. Replication of the project results on Khobar,Jubail,and Hassa areas ,in addition to 7 factories in AP market as it has the same operations and conditions and using the same software “Ostazi system “ . 2. High level of successful involvement, engagement , teamwork, and regular communications with cross-functional team more than 400 employees from multiple teams across the business . 3. Establishment of a new data collection system with reliable data which help the team to target further process investigations and improvement activities. 4. Ladies were involved for first time in NCE Journey . 5. One of the main future recommendations is using Handheld devices with barcodes reader to get reliable data related to all information of customers . 6. To launch project focusing on the refusal cases as it is one of the main contributors on delivery performance OTIF as new data collection and review will also identify potential future improvement projects.
- 2. NCE/FI: Green Belt Storyboard v2.0 2 GB DMAIC Training Nov 2013 & Feb 2014 Exams Results per Week : 80% ; 100% KITKAT Factory Dubai Reduce NQC of PET line through reduction in packaging materials losses by 61.5% ID : 126414 March-July 2014 Project Tollgate score : 98% Improve delivery on time of 5G HOD through reduction in % of non-delivered cases by 80% ID : 133455 Sep 2014- Feb 2015 Project Tollgate score : 98% GB DMAIC Certification Journey within One Year Technical Team of 1st project SC- logistic & customer service Team of 2nd project Total captured and approved OpEx values were ( KCHF 16 ) during 11 months . Total actual reduction % of customers complaints calls during last three months of 27% on average per month . First Nestlé Green Belt awarded in Springs Water Factory- Dammam - AP market –KSA . For more information related to two projects above ,please access the full storyboards on I-nexus .
- 3. NCE/FI: Green Belt Storyboard v2.0 3 Quality Award 2015 -Gold Quality Award Globally “Ranking #1 “ for highest reduction of consumer complaints more than 35% compared to 2014 for HOD products from Vevey- Nestle HQ -as the achievement overall is 51% for consumer complaints -KPI and it's connected directly to GB-Project was done with SC team.