ENHANCING CUSTOMER SERVICE EFFICIENCY: A CASE STUDY OF AN EXPORT SEA FREIGHT AGENCY OF EXPORT Articles
Article Sidebar
Main Article Content
Abstract
The research aims to reduce waste and improve operational processes to enhance employee efficiency, while also encouraging customer retention to increase export volume. This case study on
the export sea freight agency of Speedmark Transportation (Thailand) Co., Ltd. The study utilized
the Flow Process Chart theory to analyze and categorize all work activities, determine the time required for each task, and implement Lean principles. The Lean approach involves applying the 7 wastes and ECRS principles to eliminate waiting times and streamline complex tasks. Start by opening the manual for Standard Operating Procedures (SOPs) and used checklists as guidelines for verifying tasks, which helps prevent errors, reduce delays, and utilize Key Performance Indicators (KPIs) to control and measure employee performance. As a result of these process improvements, the number of work steps has decreased from 37 to 20, and overall operation time has been reduced by 42%. This reduction has facilitated continuous operations, eliminated bottlenecks, and minimized errors in the workflow. Consequently, employees can perform their tasks and provide services more efficiently, leading to shorter delivery times that benefit ongoing business operations.
Article Details
This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.
This article is published and copyrighted by the Science and Technology Journal. South East Bangkok College
References
Freight Forwarder System Report, "Speedmark, " [Online]. Available: http://192.168.1.23/Freight Speedmark2017/account/report_performance.php. [Accessed: Jul. 24, 2023].
Jorportoday Website, "Fishbone Diagram," [Online]. Available: https://www.jorportoday.com/
fishbone-diagram/. [Accessed: Sep. 29, 2021].
P. Saenphakdee, "Fishbone Diagram & Mind Map," [Online]. Available: http://www.prachasan.com/
mindmapknowledge/fishbonemm.htm. [Accessed: Jul. 31, 2023].
Terrestrial Website, "Flow Process Chart," [Online]. Available: https://goterrestrial.com/2020/11/12/
flow-process-chart/. [Accessed: Nov. 12, 2020].
N. Mueanchu, "Developing Strategies to Enhance Competitiveness in International Freight Forwarding Business: A Case Study of AAA Company Limited," independent research, Master of Business Administration program, Logistics Management major, Faculty of Logistics, Thai Chamber of Commerce University, Bangkok, 2016.
W. Chanthana and W. Sapsanguanbun, "Improving the Efficiency of Ceramic Production Processes: A Case Study of a Factory in Samut Prakan Province," J. Manag. Sci., Prince of Songkla Univ., vol. 37, no. 2, pp. 37-50, Jul.-Dec. 2020.
Wisdom Max Center Co., Ltd., "The 7 Wastes: Reducing 7 Types of Wastes," [Online]. Available: https://www.wisdommaxcenter.com/detail.php?WP=oGM3ZHjkoH9axUF5nrO4Ljo7o3Qo7o3Q. [Accessed: Apr. 23, 2019].
Pro Ind Solutions Website, "LEAN System: Eliminating 7 Wastes in Manufacturing to Reduce Costs and Increase Profits for Factory Owners," [Online]. Available: https://www.proindsolutions.com/17406281/. [Accessed: Jan. 13, 2019].
S. Saeyang, W. Intha, A. Thongsamai, P. Onchad, and T. Fongsamut, "Guidelines for Improving Production Efficiency Using the 7 Wastes Technique: A Case Study of the Resin Doll Factory," report from the National Academic Conference for Students of Rajabhat University, 1st Edition, Feb. 22, 2021.
HREX.asia Website, "What is ECRS? How Does It Help Reduce Unnecessary Costs in Work?" [Online]. Available: https://th.hrnote.asia/orgdevelopment/220207-what-is-ecrs/. [Accessed: Feb. 7, 2022].
S. Y. Kanjasuwan and C. Kaewsud, "Improving Production Processes Using Lean Concepts: A Case Study of a Rubber Glove Factory in Songkhla," [Online]. Available: http://kb.psu.ac.th/psukb/
handle/2016/13097. [Accessed: Mar. 17, 2019].
C. Raksa and S. Worarat, "Improving and Reducing Process Timing: Furniture Importation from Overseas Study Case," Eng. Manag., Dhurakij Pundit Univ., Bangkok, 2020.
Teach Me Biz Website, "What is SOP? Why Every Organization Should Have One," [Online]. Available: https://teachme-biz.com/blog/whatissop/. [Accessed: Feb. 25, 2024].
ISO to You Website, "What is a Checklist?" [Online]. Available: https://www.isotoyou.com/
index.php/article/205-checklist-how.html. [Accessed: Oct. 23, 2019].
HREX .ASIA Website, "KPI: Key Performance Indicators: The Secrets to Success," [Online]. Available: https://th.hrnote.asia/orgdevelopment/190402-kpi/. [Accessed: Apr. 3, 2019].
Business Bulletin Service Company Limited, "7 QC Tools, " [Online]. Available: https://econs.co.th/
index.php/2016/07/29/7-qc-tools/. [Accessed: Jul. 29, 2019].
