Análisis e implementación del método Kaizen en una consolidadora de carga (Freight Forward) para la optimización del servicio al cliente.

Abstract

The activity of international transportation, logistics or support to the transaction of a physical flow of goods to export or import, involves a service that goes from the physical chain of supply to the chain of documents, configuring what is known as the "chain of value of international trade ", a chain of logistic flows of goods on which both the documentary chain and financial flows depend. Since the freight consolidation service, or Freight Forward, materializes the transportation contract, certifies the boarding of the merchandise and its status, and aligns the financing of the commercialization, then, as an activity, it allows the agreed business to be carried out; foundation so that the details and details of the service are optimized and timely informed to the client. The present investigation analyzes the mechanisms of optimization of customer service using, as a referent, the Kaizen method in a load consolidator, and proposes a work scheme that improves the service through the detail in the attention and the management of the times and sequences. As a result, when separating the parts, several graphic representations are formulated that minimize the chronological and adequate order of the events to work in a competitive and efficient scenario, through the internal services (accounting, administration, etc.) and external (freight forwarder) , insurer, customs).