Application of Quality Improvement Tools to a Perishables Food Distribution Center to Reduce Product Return and Improve Customer Satisfaction

Abstract

Product Return and Customer Satisfaction have a high impact on the financial, customer service and quality aspects of the food distribution and storage in the perishables food industry. A Lean Six Sigma approach was used to reduce the product return impact and improve the customer satisfaction overall. A significant improvement at the financial and operational aspects was revealed using more than one Quality Improvement tool, including statistical control measure and taking into account the FDA 21 CFR 101.10, USDA and PACA standards that regulates the industry. The implementation of recommendations had a positive outcome after only a week of the execution but needed to be controlled for a consistent change. Key Terms - Customer Satisfaction, Lean, Product Return, Quality Improvement and Six Sigma.