improvement in delivery time of 5g hod

Nestlé Waters –AOA Best of the Best Awards – 2015

GB-DMAIC : Improve Delivery On Time of 5G HOD Through

Reduction 20 % of Non-Delivered Cases By March 2015

Dammam-KSA

Nestlé Waters –AOA Best of the Best Awards – 2015 Dammam Factory – Saudi Arabia Improve Delivery On Time of 5G HOD Through Reduction 20 % of Non-Delivered Cases By March 2015

1. Scale of Impact

• Problem Statement:

At the end of Q3-2014, delivery complaints were the highest

contributor of the ten types of market customers complaints .

Improve Delivery On Time of 5G HOD was one of the business

priorities to Deliver Volumes OTIF to Support Business

Growth to Delight Our Customers & Consumers .

81.9%

Delivery complaints were representing 81.9% of total market

complaints during Jan-Oct 2014 with monthly average of 2006

complaints.

September 15, 2014 Project Kick-off Meeting

• Relevant to business:

The project scope was covering Whole Eastern Area

“population of 4.5 Million” with involvement of HOD

Production, Distribution Staff & Customer Service

Staff noting that NCE is not yet rolled out in SC.


• Improvement Quantified:

80% reduction in non-delivered cases :

61.5% reduction in missed delivery complaints FY-2015 ( From 22,331 to 8,595 )

51% reduction in overall Dammam Consumers Complaints (CCR) FY-2015 ( From 27,625 to 13,528 )

Dammam Factory – Saudi Arabia Improve Delivery On Time of 5G HOD Through Reduction 20 % of Non-Delivered Cases By March 2015


2. Effective use of NCE and problem solving methodologies

Project used NCE problems solving methodologies effectively and efficiently with

Involvement of more than 400 employees from cross-functional team to be aligned with

Green Belt Level . Project was done OTIF with Excellent tollgate score of

98%.



• Impact on NCE Journey

This GB is supporting NCE Journey through involvement and engagement of SC & Customer

Service beyond of manufacturing team

We have been awarded Nestlé Quality Global Gold Award -2015 “for the highest factory customers

complaints reduction”.



3. Team work

High level of involvement, engagement &

teamwork enhanced in different cross-

functional together with well experienced

coach and high engagement of the sponsor

were the keys to have the success

achieved .

Brainstorming & Wringing Online Coaching Sponsor-Involvement Helpers & Drivers Coaching



4. Implemented Actions

17 actions were implemented while the main actions with high impact are as hereunder :

1. Weekly & Monthly Meetings with drivers & helpers by distribution management team.

2. Establishment of new coding system for Non-delivered cases.

3. Daily entering & filtering" screening " on all checklists for non-delivered cases.

4. Rerouting Dammam routes to making balancing between it.

5. Create a clear communication plan between production & distribution.

6. Defensive Driving training course was delivered to drivers.

7. Creating SOP’s & SR for several activities.


For more information related to project ,please access the full storyboards on I-nexus ID : 133455


5. Sustainability

Solutions were implemented since January -2015, and the results are sustainable till now and

control action plan was created and in place .



6. Creativity & Replication

“Broken down factory walls by GEMBA & Online Coaching

sessions inside & outside the factory “

Establishment of a new coding system understandable by all

team members with different skill levels and languages.

Replication of the project at remaining cities in eastern region

areas in addition to 7 factories in AP Market.

One of the main future recommendations was using Handheld

devices with barcodes reader to make more improvement.

GEMBA Online Coaching

DCP


“ It was an excellent opportunity and first time

involvement in DMAIC & NCE which enhances our

problem solving skills ,also we were able to be in

contact with our customers and knowing their needs

in more detailed to work on improving it .”


“The project was impressive, it helps the team to develop and

maintain a realistic and achievable delivery schedule.. The

attitude of the employees to commitment has a great influence

on the quality of outputs for tracking performance, better

delivery efficiency and enhanced customer satisfaction “

I am confident and proud of the successful

achievements of the team great efforts exerted during

this short time. Remarkable results were clear in

reducing non-delivered cases and customer complaints

calls which led to enhancing customer satisfaction. .

Process Owner

Sponsor

Data Entry & Customer Service- Females


Consumers feedback questionnaire program

was conducted at sample size of 1077 customers

showed an “Excellent "satisfaction.

Nestle Waters CSI Program was conducted

by Ipsos MENA at sample profile of 402

customers showed satisfaction level of 9 out of

10 “satisfied”

7. VOC “Satisfaction” – Internal & External


Team party was organized and certificates of appreciation & rewards awarded for the team

C E L E B R A T I O N ! ! !


Thank You

improvement in delivery time of 5g hod

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