Six Sigma in Urban Logistics Management—A Case Study

A city as a system that constitutes one of the most important areas human activities. The significant role to fulfill their expectations pay goods transport and deliveries. These issues are subject urban logistics. In broad terms, logistics may be construed number processes focused on freight flows, which completed in cities, including deliveries, supply, transfer, services, etc. Due different stakeholders’ expectations, these systems generate many challenges for managers, especially context users’ needs quality life. Today, there is lack broadened approach methodology support them from processes’ efficiency perspective. To this gap, purpose paper apply Six Sigma method last mile delivery management. plays production However, it could useful much wider perspective, processes. Authors emphasize efficient analysis efficiency. It helps positioning customer satisfaction level quantify defects, related undelivered goods. Following improve significantly concept illustrated by sample evaluation processes: completion end, were defined. particular, process was mapped, client defined along with expectations. defects occurred identified analyzed. DPMO (Defect per Million Opportunities) indicator established three randomly selected months. addition, root cause errors performed. sigma studied ranged 2.61 2.89. factor had greatest impact failed deliveries customer’s absence. obtained results indicate should examined more detail.