FINAL PROJECT

Training program:
Master in Project Management
Subject:
Process Integration and PMP Certification
Send to: management@[Link]

Last Name/Surname: Hasan

Name: Mohamamd
ID/Passport: Old : P277907 , New:
Address: Doha - Qatar
Region: Middle East
Country: Jordan
Telephone: +79450580110
E-mail: moh.hasan87@[Link]
Date:

ENEB Business School

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 Final Project Guidelines

Please use this format to submit your final work. The paper must follow all the
guidelines as instructed in order to obtain full credit.

Remember that our team of tutors is available for any questions regarding your
final work. You must present the final version of your work as no previous
corrections will be carried out. To submit the final project, students must use
the template below, with their answers written after each statement.

Please present your final paper according to these requirements:

 Arial 12 Font.

 Margin: 2,5.

 Line spacing: 1,5.

 All fields on the cover page must be completed.

 The document needs to be properly paged.

Your final project must be authentic and individual. Any work that has been
plagiarized or papers written by others or with the help of others are likely to be
failed. If this occurs for the second time, you will not be permitted to obtain your
degree.

Be aware that you are permitted a maximum of two submissions per subject. If
both projects do not meet the standards and fail, the student must pay the
corresponding fee to be evaluated again.

When writing your final project please use Microsoft Office, Adobe or Apache's
Open Office Writer tools (DOC, DOCX, ODT, PDF, etc.). Please consult your
tutor when using a different format. Additional information about the software
will be needed.

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Please use the following format:

ddmmyyyy_Subject_LastNameandName.pdf

Example:

11052019_StrategicManagement_ElsaMoore.pdf

The project should not exceed more than 18 pages, excluding the cover page,
bibliography and the appendix.

Evaluation Guidelines

The final work will be evaluated based on the following criteria:

 Acquired knowledge (25%): the knowledge acquired throughout the

course of the subject will be evaluated through the analysis of the
theoretical data shown in the project presented by the student.

 Development of the Subject (25 %): the interpretation of the thesis

subject by the student and its development will be evaluated in a
coherent and analytical manner.

 Final result (25%): the final evaluation is based on coherent

solutions applied to solve objectives set out in the paper. The
presentation must be conclusive and formatting must meet
established parameters.

 Additional information and bibliography (25%): additional

information regarding the research and subject matter will be
evaluated and taken into consideration as a bonus. This consist of:

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 bibliography, visual graphics, charts, independent studies carried out
by the student, external academic sources, articles of opinion, etc. All
sources, both printed and online, must be referenced according
to the APA regulations.

BACKGROUND

Ten years ago, Antonio was appointed the director of logistics for a significant
company dedicated to the online sale of office supplies. So far, work in the
logistics area had been executed excellently, but for some months they have
begun to detect some irregularities that have caused the discomfort of
customers.
Among the main problems detected we find:
- Orders sent to a client were incomplete, which implies that a second
package must be sent with the items missing.
- Poorly sealed packages that sometimes open during the journey.
- The most fragile products are often not protected and arrive broken or
damaged to the customer.
- Delivery to the client takes a few days.
- Even, once, customer addresses have mixed, sending one customer
someone else's orders.

Following these problems, with the consequences that bring, Antonio decides to
reorganise the logistics department. To do this, he asks for help to design the
processes and tasks that must be executed during the reception, preparation
and sending of orders to customers.

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 DEVELOP

1. The logistics department is organised into three main areas: reception,

preparation and dispatch of orders. Divide all the work and tasks that
are carried out in the department of Antonio, so that each area has
specific tasks and activities. Besides, establish the objectives that you
intend to achieve with each of the detailed processes.

Logistics Department Reorganization:

1. Reception Area:
Tasks :
 Receiving incoming shipments from suppliers.
 Verifying the contents of received packages against packing lists.
 Recording and updating inventory data in the system.
 Inspecting for damages or missing items.
 Sorting items based on their nature and fragility.

Objectives:
 Ensure accurate inventory management.
 Identify and address issues at the earliest stage.
 Minimize errors in receiving and recording shipments.

2. Preparation Area:

Tasks:
 Assembling orders based on customer requests.
 Properly packaging items to prevent damage during transit.
 Adding protective materials for fragile items.
 Sealing packages securely.
 Verifying the completeness and accuracy of orders.

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Objectives:
 Improve packaging quality to reduce damages during transit.
 Ensure all ordered items are included in the package.
 Minimize the need for sending second packages.
 Enhance overall order accuracy.

3. Dispatch Area:

Tasks:
 Scheduling shipments for timely delivery.
 Coordinating with shipping carriers.
 Tracking and monitoring shipments in transit.
 Addressing delivery time concerns and optimizing routes.
 Implementing quality checks before dispatch.

Objectives:
 Improve delivery speed and reduce transit times.
 Enhance communication with shipping partners.
 Minimize the occurrence of mixed-up addresses.
 Ensure packages are securely dispatched.

Overall Objectives for the Reorganized Logistics Department:

1- Enhanced Customer Satisfaction:

 Goal: Reduce customer complaints and improve overall satisfaction.
 Measures: Decrease in incomplete orders, damaged items, and
delivery times.
2- Operational Efficiency:
 Goal: Streamline processes to reduce errors and increase
productivity.
 Measures: Reduction in packaging errors, faster order assembly, and
improved dispatch efficiency.

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 3- Cost Reduction:
 Goal: Optimize processes to minimize the need for re-shipments and
returns.
 Measures: Decrease in shipping costs, reduced damages, and
improved inventory accuracy.

4- Quality Assurance:
 Goal: Ensure the quality of received goods and the accuracy of
dispatched orders.
 Measures: Improved inspection processes, enhanced packaging
standards, and accurate order verification.

By establishing clear tasks and objectives for each area, Antonio aims to
address the identified problems and create a more efficient and
customer-centric logistics department. Regular monitoring and feedback
mechanisms should be implemented to continually refine and improve
the processes.

2. Focus on a specific area (reception, preparation or shipment) and

design the diagram with the processes and tasks that make up this
area.

Preparation Area Process Diagram:

Detailed Explanation:

1- Order Assembly:
 Task: Assemble orders based on customer requests.
 Subtasks:
o Review customer orders.
o Pick items from inventory.
o Verify order completeness.
2- Packaging:
 Task: Properly package items to prevent damage during transit.

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  Subtasks:
o Select appropriate packaging materials.
o Add protective materials for fragile items.
o Seal packages securely.

3- Quality Check:
 Task: Verify the completeness and accuracy of orders.
 Subtasks:
o Perform a final check of the assembled order.
o Confirm proper packaging.
o Verify order against packing list.

4- Documentation:
 Task: Prepare necessary documentation for dispatch.
 Subtasks:
o Generate packing slips.
o Attach shipping labels.
o Record package weight and dimensions.

5- Communication:
 Task: Communicate with other departments and carriers.
 Subtasks:
o Coordinate with the dispatch area.
o Provide information to shipping carriers.
o Update inventory status.

Objectives for the Preparation Area:

Error Reduction:
 Objective: Minimize packaging errors and ensure order accuracy.
 Metrics: Decrease in the number of order-related complaints.

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 Efficiency Improvement:
 Objective: Streamline the order preparation process for faster assembly.
 Metrics: Reduction in the time required for order preparation.

Damage Prevention:
 Objective: Improve packaging quality to reduce damages during transit.
 Metrics: Decrease in the number of damaged items reported by
customers.

Quality Assurance:
 Objective: Ensure the accuracy of dispatched orders.
 Metrics: Achieve 100% order accuracy in final quality checks.

3. In the diagram, it represents the parallel processes, as well as

alternative trajectories and inspection points, to avoid the problems
presented in the statement.

Order Assembly Packaging

- Review orders - Select materials
Preparation Area
- Pick items - Add protection
- Verify completeness - Seal packages

Communication
Quality Check Documentation
- Coordinate with dispatch
- Final order check - Generate packing slips
area
- Confirm packaging - Attach labels
- Provide info to carriers
- Verify against list - Record weight
- Update inventory

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  The "Order Assembly" phase involves parallel processes for reviewing
orders, picking items, and verifying completeness.

 The "Packaging" and "Quality Check" phases are shown as parallel

processes, indicating that they can occur concurrently.

 Inspection points are included within the "Quality Check" phase to

emphasize the importance of checking the final order, confirming
packaging, and verifying against the packing list.

4. Based on the objectives set in question 1, which review indicators

would you use? And how would you use them? Justify your answer and
give several examples of what you would measure with the selected
indicators.

to assess the achievement of the objectives set for the reorganized logistics
department, we can use a set of key performance indicators (KPIs) that align
with each objective. Below are examples of KPIs for each objective along with
explanations:

1. Enhanced Customer Satisfaction:

Objective: Reduce customer complaints and improve overall satisfaction.

KPIs:
1- Order Accuracy Rate:
 Measurement: Percentage of orders shipped without errors.
 Example: 95% order accuracy indicates that 95 out of 100 orders are
shipped correctly.

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 2- Customer Complaint Rate:

 Measurement: Number of complaints per 100 orders.

 Example: 2 complaints per 100 orders.

3- On-Time Delivery Rate:

 Measurement: Percentage of orders delivered within the promised

timeframe.
 Example: 90% on-time delivery rate.

2. Operational Efficiency:

Objective: Streamline processes to reduce errors and increase productivity.

KPIs:

1- Order Processing Time:

 Measurement: Average time taken to process an order from reception to
dispatch.
 Example: 3 hours per order.

2- Pick and Pack Accuracy:

 Measurement: Percentage of orders picked and packed without errors.
 Example: 98% accuracy in pick and pack operations.

3- Time to Resolve Issues:

 Measurement: Average time taken to resolve issues or errors in the
process.
 Example: 24 hours to resolve any reported issue.

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3. Cost Reduction:
Objective: Optimize processes to minimize the need for re-shipments and
returns.

KPIs:

1- Return Rate:
 Measurement: Percentage of orders that result in returns.
 Example: 2% return rate.

2- Re-shipment Cost:
 Measurement: Cost incurred for re-shipment per order error.
 Example: 15 euros per re-shipment.

3- Inventory Holding Cost:

 Measurement: Cost associated with holding inventory.
 Example: 8% of total inventory value.

4. Quality Assurance:
Objective: Ensure the quality of received goods and the accuracy of dispatched
orders.

KPIs:

1- Defect Rate:
 Measurement: Percentage of products received or dispatched with
defects.
 Example: 0.5% defect rate.

2- Order Verification Accuracy:

 Measurement: Percentage of orders accurately verified against packing
lists.
 Example: 99% order verification accuracy.
3- Packaging Quality Score:

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  Measurement: Score based on packaging quality assessments.
 Example: 4.5 out of 5.

By regularly monitoring these KPIs, the logistics department can gain insights
into its performance, identify areas for improvement, and ensure continuous
progress toward the established objectives. The selected indicators provide
measurable and actionable data for assessing customer satisfaction,
operational efficiency, cost reduction, and overall quality assurance.

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