Propuesta de un sistema logístico mediante la filosofía de gestión de calidad total para mejorar los procesos de la compañía de transporte de carga liviana Bemauexpress periodo 2021.

Abstract

The aim of this study was to propose a logistics system through the total quality management philosophy to improve the processes of the Bemauexpress transport company. Where management indicators were analyzed, in order to technically diagnose the logistics situation of the company, these being: Quality Indicators in the orders generated, indicating 1.46% of non-conformities that cause additional costs for their management ; Deliveries perfectly received, with 0.95% rejection in orders to suppliers; Deliveries on time, with 9.36% of orders delivered late; Documentation without problems, with 3.62% between invoices, delivery notes and transport control sheets with errors; Service capacity used, with 21.33% non-use of the transport load; Logistics costs vs sales, in which it is evident that logistics costs represent 20.50% of total sales and transportation cost vs sales, represented 13.53% of total sales. After this, we proceeded with the design of the logistics system based on the structure and philosophy of Total Quality Management (TQM), where it was demonstrated: the mission, vision and strategic values, quality policy, which was developed with the support of the General Management; processes and procedures of the logistics system, characterized and diagrammed using the BPMN model; essential processes of total quality, as well as the logistics quality management indicators, establishing as a strategy the concept of the Logistics Quality Circle based on continuous improvement. To sum up, the validation of the proposal was carried out through expert-user evaluation, in which the feasibility and potential contribution of the proposal are determined, delimiting that it represents a considerable improvement of the current logistics system.