Service Model Based on 5s, Kanban and Standardization of Work to Reduce Rate of Non-service in the Retail Sector

Abstract

In this study, the relevance of strengthening operations in the Commerce sector is highlighted, since it expands economic opportunities. In addition, within the field of commerce are the retail industries or department stores, which will be the focus of this research. Problems have been identified in the field of trade, such as stock breaks and the lack of efficiency in warehouses and order management. Likewise, it has been observed that the inefficiency of warehouses is related to their size or space, which leads to the accumulation of merchandise and the need to make new investments. Therefore, when analyzing the existence of inefficient stocks and warehouses in retail companies, engineering solutions can be sought to address this problem. This research presents a new solution model that goes beyond common practices observed in previous research, such as the frequent use of 5S. In this case study, the Kanban tool will be additionally implemented and will focus on achieving a correct work standardization. The validation was used the simulation with the Arena tool in the dispatch area, whose results are the undispatched merchandise index was reduced to 3% and the productivity increased to 3,150 units per hour. © The Author(s), under exclusive license to Springer Nature Switzerland AG 2024.