The general manager at Gati, a well-known logistics services company in India, was worried about the number of complaints the company had received. The popular supply chain solutions and logistics service provider had introduced a premium express service scheme five months ago and, since then, had 231 complaints concerning the late delivery of goods. This new scheme charged a considerable markup and guaranteed shipment of goods within 72 hours. Being dedicated to ensuring quality, the general manager had to decide whether the process was under control and if the company was operating within tolerable error limits. Could he find a solution to streamline the delivery process and achieve a target defect of 0.0005 per cent? Using MS Excel, statistical techniques were used to unravel the multi-faceted dilemma and help in decision making.
Gati: 实现卓越的装运交付质量 Gati: Achieving Quality Excellence in Shipment Delivery (Simplified Chinese version)
Soumyajyoti Datta, Rohit Kapoor
Product #:W35419
Supplier:Ivey
Discipline:Operations Management
Setting:India, 2017
Industries:
Your Price:$10.54
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Learning Objectives
- 从管理的各个层面了解大型物流服务提供商的运作；
- 使用Microsoft Excel 的品率控制图 (p 图) 评估统计质量控制的概念；
- 使用鱼骨图理解因果关系的概念;
- 使用帕累托图来判断造成缺陷的重要原因，然后使用Microsoft Excel构建帕累托图;
- 使用Microsoft Excel来检验和联系过程能力、能力指数和缺陷百分比的概念。
This case is suitable for courses on operations management, service operations management, and quality management for full- and part-time students in an MS program in management or MBA program. The case is also applicable to executive development programs or short-term courses for practitioners in the field of quality management, quality engineering, and logistics and supply chain management. After completion of the cases students will be able to:
- understand the functioning of a large-scale logistics service provider from various managerial dimensions;
- assess the notion of statistical quality control through a p-chart using Microsoft Excel 2013;
- understand the concept of cause and effect relationships through a fishbone diagram;
- use a Pareto chart to identify the important causes responsible for most of the defects and then construct a Pareto chart using Microsoft Excel 2013; and
- examine and connect the concepts of process capability, capability index, and defect percentage using Microsoft Excel 2013.