Quality Improvement in a Logistic Center - Taking Product Labels off as an Example

Abstract

[[abstract]]近年來電子商務的蓬勃發展，根據經濟部統計電子商務業2018年營業額達1,894億元，國人的消費管道由實體店面購買商品逐漸移轉至網路虛擬商店舖購買。 資策會產業情報研究所調查顯示，2019年消費者由網路訂購商品後領取商品的模式，以選擇便利商店取貨及宅配配送到府收貨為主；便利商店提供24小時取件寄件的服務，在最短的時間、最短的距離抵逹店舖，以滿足消費者的需求。便利商店的物流業者，在取件與配送EC(Electronic Commerce)網購商品越來越多、速度越來越快的狀況下，如何改善作業流程，降低作業中錯誤發生，是本研究的重點。 研究個案公司為某便利商店的物流公司之中區物流中心，負責EC網購商品配送的作業。本研究前述物流中心利用PDCA管理循環方式，訂定計畫（Plan）、重複執行 (Do)、核查(Check)，改善後訂定相關計畫（Plan）進行行動(Action)，以減少該物流中心的作業錯誤發生，提升作業品質，以滿足消費者寄件及取件的需求。 本研究個案顯示，PDCA在物流中心作業品質改善有具體作用，減少商品標籤脫落狀況，並改善EC網購商品配送的錯誤發生。 Recently, electronic commerce (e-commerce) industry has become more popular than ever before. According to the statistics from the Ministry of Economic Affairs, the e-commerce industry contributed 189.4 billion New Taiwan Dollar (NTD) to the Gross Domastic Product (GDP) in 2018. According to a survey conducted by the MIC (Market Intelligence & Consulting Institute) in 2019, on-line shopping consumers mostly choose pick up at the commodity convenience stores , owing to in Taiwan convenience stores providing 24-hour pickup and delivery services. Therefore delivering the goods to convenience store. in the shortest time is needed to meet consumer’s needs. To provide a better delivery of e-commerce goods, nowadays logistics companies have to send much more e-commerce goods in a much faster speed ; faster how to improve the operational procedure to lower the mistake occurred in the procedure is the focus of this research. This case studies a convenience store’s e-commerce goods logistics company, which is responsible for the delivery of e-commerce goods from store to store. This logistics company implementation the PDCA cycle (Plan-Do-Check-Action), for Plan (making plans), Do (executing plans), Check (comparing actual performance and anticipated result) and Action (continuously having actions for dealing with errors for improvements), of implementation the PDCA cycle process reduce the error rate in the e-commerce commodity distribution, improvement operation quality, and to meet consumer’s needs. The findings of this study revealed that the implementation of PDCA can significantly reduce the rate of the e-commerce commodity labels falling off, and then reduce the error rate in the e-commerce commodity distribution