Reducción del tiempo promedio de gestión de devoluciones en una empresa de venta de productos de consumo masivo

Abstract

CONDITION FOR PUBLICATION OF PROJECT. Pharmaceutical distribution companies are essential due to their role in providing timely access to health and wellness solutions. Their logistical efficiency directly impacts consumers' quality of life. This project was developed in the reverse logistics area of a pharmaceutical company, with the goal of reducing excessive time in the returns process. The DMAIC methodology was applied to identify root causes, which were resolved through five integrated actions: redesign of operational flow, staff training, definition of key roles and times, use of an interactive dashboard, and automation of tracking. These improvements strengthened the process's efficiency and traceability. As a result, the average return time was reduced from 93 to 27 days, generating positive economic, social, and environmental impacts. By integrating sustainability and performance, the company consolidates a responsible management model focused on continuous improvement. Keywords: Reverse logistics, DMAIC, Traceability, Sustainability.