University of Twente Student Theses


Improvement of the customer order fulfillment process

Bloemendaal, J.A.E. (2023) Improvement of the customer order fulfillment process.

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Abstract:This bachelor thesis addresses the customer order fulfillment process at De Vijvermeester, a company specializing in ecologically responsible pond water cleaning and maintenance. The company faces challenges in meeting Monday delivery commitments due to increased weekend orders, resulting in a 90% on-time completion rate. The research question seeks to raise this goal to 95%. Applying lean management principles, waste within the process is identified through observation, interviews, and lean techniques. Problems encompass packers' attention, product knowledge, walking distances, packing scripts, box availability, water basin placement, trolley dimensions, communication, footwear, and workspace cleanliness. Solutions proposed for each problem include visual management tools, employee training, workspace optimization, packing guidelines, communication enhancement, and workspace cleanliness. Implementing these solutions could potentially reduce average packing time for complex orders by 54.23 seconds. Although the target of 95% on-time deliveries is not fully reached, the study showcases the potential of continuous improvement and lean principles. Despite limitations, the insights and improvements offer a solid foundation for future enhancements.
Item Type:Essay (Bachelor)
De Vijvermeester, Emmeloord, Netherlands
Faculty:BMS: Behavioural, Management and Social Sciences
Subject:58 process technology, 83 economics, 85 business administration, organizational science
Programme:Industrial Engineering and Management BSc (56994)
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