Bir süpermarkette Altı Sigma yöntemiyle ürün iadelerinin azaltılması

Year 2024, Volume: 14 Issue: 1, 85 - 97, 15.03.2024

Ayşe Çelik , İzzettin Hakan Karaçizmeli

https://doi.org/10.17714/gumusfenbil.1323013

Abstract

Son dönemlerde birçok sektörde yaşanan rekabet artışı, işletmelerin süreç iyileştirme arayışlarının da artmasına neden olmuştur. Rakiplerinden önde olmak isteyen firmalar, üretim sektöründe genellikle operasyonlarda iyileştirme yaparak maliyetleri azaltma yönünde arayışlara girerken, hizmet sektöründe ise daha çok müşteri memnuniyeti üzerine çalışmalar yapmaktadırlar. Müşteri memnuniyetinin artması hem müşterileri kalıcı hale getirmek hem de müşteri sayısını artırmak açısından oldukça önemlidir. Altı Sigma yöntemi daha çok, büyük kurumsal şirketlerde tercih edilmektedir. Ancak bu çalışmada kaynakları çok geniş olmayan işletmeler için basit bir çerçeve önerilmiştir. Bu amaçla Şanlıurfa’daki büyük çaplı bir süpermarkette kurumsal müşterilerden gelen ürün iadelerini azaltmak için Altı Sigma yöntemi uygulanmıştır. Altı Sigma yönteminin adımları kullanılarak potansiyel hata nedenleri belirlenmiş, toplanan verilerin analizleri yapılmıştır. İade nedenlerini kapsayan, toplanan verilerin analiz edilmesiyle ön plana çıkan faktörler beyin fırtınası ile belirlenen potansiyel hata nedenleriyle eşleştirildi. Kurumsal müşterilerden gelen ürün iadelerini derinden etkileyen iki kök neden, sipariş alan personelin yetersiz eğitimi ve sipariş formunun olmamasıdır. Bu iki kök neden toplam ürün iadelerinin %61’ini oluşturmuştur. Uygulama sonunda ürün iadelerini azaltmak için bazı iyileştirme aksiyonları alınmış ve sürdürülebilirliği sağlamak için izleme sistemi kurulmuştur.

Keywords

Müşteri memnuniyeti, Süreç iyileştirme, İade oranı, Altı Sigma, Süpermarket

Reducing product returns through the Six Sigma method in a supermarket

Abstract

The intense competition in many sectors in recent years has led businesses to seek process improvement methods. While businesses that desire to be ahead of their competitors often try to reduce costs by improving operations in production, they focus on customer satisfaction in the service sector. Increasing customer satisfaction is quite significant because it not only ensures customer loyalty but also increases the number of customers. The Six Sigma method is mostly preferred by large corporate companies. However, in this study, a simple framework is proposed for businesses whose resources are not very large. To this end, the Six Sigma method was implemented to reduce product returns from corporate customers in a large-scale supermarket in Şanlıurfa. The potential causes of defects were determined by following the steps involved in the Six Sigma method, and the collected data were analyzed. By analyzing the collected data covering the reasons for product returns, the factors that came to the fore were matched with the potential causes determined by brainstorming. The two root causes deeply that affected the product returns from corporate customers were the insufficient training of the staff taking the orders and the lack of an order form. These two root causes accounted for 61% of the total product returns. Then some improvement actions were taken to reduce the product returns, and a monitoring system was established to ensure sustainability.

Keywords

Customer satisfaction, Process improvement, Return rate, Six sigma, Supermarket

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