Implementación de Herramientas de Gestión de la Calidad para Reducir los Costos Operacionales en una Empresa de Transporte en la Ciudad de Trujillo, 2024

A research study was conducted with the main objective of implementing quality management tools to reduce operational costs in a transportation company located in Trujillo, La Libertad. The analysis focused on the parcel dispatch area, where significant issues were identified, such as damage or poor condition of parcels upon arrival, leading to substantial financial losses for the company. Based on this diagnosis, an integrated improvement plan was proposed, accompanied by a detailed economic analysis. Additionally, the research work presents the proposed improvements and the corresponding economic analysis. With the help of the Ishikawa Diagram, some of the issues influencing the company negatively were identified, such as a lack of established functions, absence of a preventive maintenance plan, absence of procedures in parcel dispatch, and lack of optimization in route planning. To achieve improvement, tools such as the Pareto Diagram, Quality Function Deployment (QFD), Failure Mode and Effects Analysis (FMEA), and the DMAIC and Six Sigma methodologies were used. Upon conclusion of the study, positive results were achieved, including a significant reduction in economic losses associated with the identified root causes. Additionally, the statistical behavior of the four analyzed indicators was optimized, resulting in a monetary benefit of S/14,319.00, demonstrating the effectiveness of quality management tools in process optimization and profitability improvement.