Improving the Efficiency of On-Time Product Delivery to Meet Customer Demand: A Case Study of FFF Co., Ltd.
Keywords:
Performance Improvement, On-Time Delivery, Supply Chain ManagementAbstract
This research aimed to (1) identify the problems and causes of delays in product delivery, (2) improve and develop delivery processes to meet the organization’s target (OTIF greater than 95.00), and (3) build customer confidence and maximize satisfaction. A quantitative research approach was employed, evaluating data from 14 purchase orders totaling 392,600 units, with a combined value of 1,756,620 baht. The average OTIF (On Time in Full) score before improvement was 90 percent, which increased to 97 percent after improvement. Both primary and secondary data were collected. Data analysis tools included Microsoft Excel for statistical analysis, ABC Analysis (Gopalakrishnan & Sundaresan, 1977) for prioritizing products, the Fishbone Diagram for identifying root causes, the PDCA cycle for process improvement, and OTIF metrics to assess delivery performance.
The results indicated a statistically significant increase in OTIF (p < .001), demonstrating that accurate, complete, and timely deliveries are critical for enhancing supply chain efficiency, improving customer satisfaction, and strengthening an organization’s sustainable competitive advantage.
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