A Study of Problems and Problems Solving in the Field of Transport and Services, A Case Study of XXX Company

Abstract

The objectives of this research were 1. to study and priority of problems related to transportation and service operations, 2. to study solutions to problem-solving in transportation and services operations, and 3. to measure the efficiency of transportation and service operations. The sample group used convenience sampling techniques and specific with 5 persons from executives and employees, who had roles related to logistics and customer service of the company as a case study.  The research was using the method of Focus Groups, prioritizing the problems with multi-alternative criteria for consideration and problems solved with a cause-and-effect diagram or Fishbone Diagram, and using QCC (Quality Control Circle) theory for brainstorming. The results showed that 1) Problems with document errors, Because the employees had competitive with time, it was found that the cost of the problem was 29,532 baht per year and wasted 160 minutes of work time per day after troubleshooting. Customers have confidence in the organization. because there is no document error. 2) Employee service problems are inefficient. Because employees lack attention to work, found that the cost of service was 17,064 baht per year, representing 90 minutes of wasted work time per day after troubleshooting. Customers are satisfied with the service. because no complaints from customers were found, and 3) Problems with the product being in the warehouse for too long Due to a mismatch of communication staff, it was found that the cost of inventory was 720,000 baht per year after troubleshooting. There are no customer products left in the warehouse. and customers are satisfied with the service because customers receive products that are on time for delivery