Page 185 - Lean six sigma demystified

164 Lean Six Sigma DemystifieD

n = 56 Fulfillment (packing and shipping) errors
56 100%

49 89% 91% 93% 90%
88%
84% 80%
42
75%
70%
35 64% 60%
Errors 28 23 54% 50%

21 41% 40%
30%
14
20%
7 6 6
7 5 4 10%
2 1 1 1
0 0%
Duplicate shipment
Damaged product/package
Sent USPS not FedEx
Missing items Wrong product Not received Missed orders Bad address Double payment Other

Type
FIGURE 5-13 • Types of fulfillment errors.

n = 266 Source of error
266 100%
90%
232.75
85% 86% 88%
82% 80%
199.5 77%
73% 70%
68%
166.25
60%
Errors 133 52% 50%

40%
99.75
83
31% 30%
66.5 56
20%
41
33
33.25 10%
13 13 11 8 4 4
0 0%
Invoicing Fulfillment Unknown Customer USPS Production Alphapage Order Payments OTHER
Source
FIGURE 5-14 • Source of fulfillment errors.