Faulty order picking not only leads to frustration and delays in processes, causing substantial financial losses for logistics companies, but it also significantly impacts customer satisfaction. This can even result in the loss of customers. Therefore, precise order picking is crucial for the success of distribution companies. To ensure this, workflows must be as smooth as possible, customer requirements need to be handled according to their specifications, and errors must be eliminated at the root. In today's world, good customer retention is highly valuable, as it fosters customer satisfaction and can also provide competitive advantages. The challenges of manual order picking processes are multifaceted and encompass a range of potential problems. These include human errors, lack of experience among new employees, unclear work instructions, insufficient training, technical difficulties, time pressure, the complexity of orders, communication problems, and quality issues. This is just a selection of the most common problems associated with faulty order picking. In a logistics environment, such errors mean considerable additional effort and costs that cannot be passed on to customers or suppliers but must be borne by the logistics company itself. This work is divided into six chapters, which deal with various aspects of order picking and its errors, as well as their prevention. The first chapter of this work addresses the introduction and guidance to this topic. The second chapter focuses on the investigation of the current order picking process of GE Healthcare, a customer of DB Schenker Ried im Innkreis, as well as a detailed analysis of the errors that occur during this process and their impact on the logistics company. The following chapter synthesizes the existing theory on order picking processes with the described processes from chapter two. The fourth chapter is dedicated to risk management and its theory. Chapter five concretizes knowledge acquisition. It explains how the insights from the literature can be practically implemented to optimize the process and the resulting benefits for the company. The concluding chapter encompasses the conclusion and outlook. The work demonstrates how the implementation of risk management in a manual order picking process can prevent errors. The application of a risk analysis enables the early identification of problems and the preventive minimization of risks. Through continuous monitoring and iteration of this process, future errors can be eliminated. Furthermore, this helps avoid additional costs and unnecessary workflows, leading to a significant increase in customer satisfaction.
Risikomanagement zur Minimierung von Kommissionierfehlern
Fery, T. (Author). 2024
Student thesis: Bachelor's Thesis