Developing Standard Operating Procedures for Reduce Product Returns Case Study: Online Delivery Business

Abstract

The objectives of this research were to development of standard operating procedures for reduce product returns case study online delivery business. The research team has applied quality control tools, including check sheets for recording returned products. Pareto chart for selecting important problems using the 80:20 rule. Fishbone diagram for finding relationships between problems and causes. and graphs to compare results. The results showed that before the improvement, between August 2023 and October 2023, there were a total of 24,478 products shipped, with a total of 2,587 online products returned, accounting for a share of 12.95 percent. Compared to after renovation between December 2023 to February 2024, there were a total of 25,782 products shipped, with a total of 2,045 products returned, a proportion of 7.93 percent. It can be seen that the proportion of product returns decreased by 5.02 percent. The number of returned products falling within the KPI criteria (less than equal to 9 percent), it is possible to reduce costs in managing product returns and various processes. Related such as returning products, preparing products Delivery of new products and repair.