HASSAN II UNIVERSITY - CASABLANCA

Faculty of Legal, Economic and Social Sciences

Mohammedia

Final thesis for obtaining the Specialized Master's degree in

Applied Logistics Management
Under the theme

Improvement of order delivery time:

MAROC OFFICE - Casablanca

Presented and supported by: Framed by:

Kawtar DAROUI M. Amine DAFIR, educational supervisor
M. Smain OUASFI, professional supervisor

Academic Year: 2017 - 2018 1

 PLAN
Context of the subject

Problematic
Approach
Theoretical framework

Inventory of fixtures

Problems and methods

Corrective actions
Conclusion
2
Introduction

3
 Problems
Context of Frame State of Actions
Problematic Approach and
subject theoretical places correctives
methods

Public Limited Company

Creation date: Two agencies:

1960 Casablanca and Rabat

President:
Workforce: 500 people
M. Abderahim ZNIBER

Capital : 150 000 000 Dhs 20 Points of Sale

CA: 350,000,000 Dirhams

Six industrial trades

4
 Problems
Context of Framework State of Actions
Issues Approach and
subject theoretical places correctives
methods

SWOT Analysis

Notoriety of the image Insufficient structure for

Good quality of products storage and the
Certifications truck parking.
Product diversification Information system
Geographic coverage of non performant.
all the areas of Morocco.

National leader in the market Presence of competitors

professional furniture, of on the market.
the layout of spaces
work and office automation.
Growing demand.
Partnership with brands
international
5
 Problems
Context of Framework State of Actions
Problematic Approach and
subject theoretical places correctives
methods

How to improve the delivery time of orders?

6
 Problems
Context of Framework State of Actions
Problematic Approach and
subject theoretical places correctives
methods

Working methodology

Define Measure Analyzer Improve Control

Define Measure Analyze Improve Control

This step This stage This step This step This step
allows to allows to allows allows allows to
define the measure the to analyze the to improve the control and
problem, the performances process and problem in maintain the
objectives of the current of identify the reducing or performances
project and the process and causes eliminating the of the problem
needs of the quantify the deep defects. improved.
client. problems. defects.

7
 Problems
Context of Frame State of Actions
Problematic Approach and
subject theoretical places correctives
methods

The distribution

Intensive Selective Exclusive

8
 Problems
Context of Framework State of Actions
Issue Approach and
subject theoretical places correctives
methods

Functions
spatial

Functions Functions
temporal commercial

9
 Problems
Context of Frame State of Actions
Problematic Approach and
subject theoretical places correctives
methods

•Etape 1 : « Définir–Define » :

The logistics chain process

Opening of the commercial file
Order entry
Planning and Scheduling
Purchase
Production
Montage
Packaging
Storage
Delivery
Installation
Closure of the file
10
 Problems
Context of Framework State of Actions
Problematic Approach and
subject theoretical places correctives
methods

QQOQCP
Commercial BE Planning Purchase Logistics Production
Who The The engineers Responsible The buyers Chefs The agents
commercial factory of workshops logistics
What Creation of the Establishment Definition of Purchase of Fabrication Scoring,
file plans the order of subjects articles preparation and
commercial passage of firsts ordered loading
commands of
commands
Where Service Service BE and Service order Purchase service, Workshops of Service
commercial methods and approach and fabrication logistics
planning transit
When The reception Transmission Transmission Transmission Reception of After the
from the of the file of the file of the file MP and of the storage of
order commercial commercial commercial cards PF
followers
Comment Input of the With the help of Achievement By following the Transformation Store the PF
order software plans of procedure in MPs pending
production purchase PF delivery

Why Inform them Transfer the Coordinate Manufacture the Respond to the Deliver the
other services cards between the articles request for orders
following to different ordered clients to the clients
workshops workshops 11
 Problems
Context of Framework State of Actions
Problematic Approach and
subject theoretical places correctives
methods

•Etape 2 : « Mesurer–Measure » :

The orders delivered in December 2017

35%
late delivered orders

on-time deliveries
65%

Calculation formula:

Delay rate = Late delivered orders / total number of shipments * 100

12
 Problems
Context of Frame State of Actions
Problematic Approach and
subject theoretical places correctives
methods

Step 2: 'Measure-Mesure':

13
 Problems
Context of Framework State of Actions
Issues Approach and
subject theoretical places correctives
methods

Step 2: 'Measure'

14
 Problems
Context of Framework State of Actions
Problematic Approach and
subject theoretical places correctives
methods

•Etape 3 : « Analyser–Analyze » :

The methods used are:

Brainstorming

The Ishikawa diagram

The analysis of failure modes, their effects and

their criticality

The ABC diagram

15
 Problems
Context of Frame State of Actions
Issue Approach and
subject theoretical places correctives
methods

•Etape 3 : « Analyser–Analyze » :

Brainstorming
Incomplete file Supplier delivery delays

Client validation delay Blocking of goods at the port

Scheduling problem Supply issue

Non-conformity of the items Insufficient logistical resources

Insufficient staff number Waiting for connection

Delay in the referencing of articles Delay in order preparation

Delay in the establishment of plans Storage issue

16
 Problems
Context of Frame State of Actions
Issue Approach and
subject theoretical places correctives
methods

•Etape 3 : « Analyser–Analyze » :

The Ishikawa diagram

17
 Problems
Contexte du Frame State of Actions
Problematic Approach and
subject theoretical places correctives
methods

•Etape 3 : « Analyser–Analyze » :
FMEA
Causes F G D C
Incomplete file 1 5 1 5
Client validation delay 1 5 1 5
Delay in referencing special articles 1 5 5 25
Delay in establishing plans 1 5 5 25
Scheduling problem 5 5 10 250
Non-conformity of items 1 5 5 25
Insufficient staff number 5 5 5 125
Insufficient number of machines 5 5 5 125
Supplier delivery delay 5 5 10 250
Blocking of goods in case of importation 1 5 5 25
Supply problem 5 5 10 250
Insufficiency of logistical resources 5 5 5 125
Waiting for connection 10 5 10 500
Delay in order preparation 5 10 10 500
18
 Problems
Context of Framework State of Actions
Problematic Approach and
subject theoretical places correctives
methods

•Etape 3 : « Analyser–Analyze » :
ABC analysis
No. Causes Criticality % % accumulated Class
1 Waiting for connection 500 22.37% 22.37% A
2 Delay in order preparation 500 22.37% 44.74% A
3 Scheduling problem 250 11.18% 55.92% A
4 Supplier delivery delay 250 11.18% 67.1% A
5 Supply problem 250 11.18% 78.28% A
6 Insufficient staff 125 5.59% 83.87% B
7 Insufficient number of machines 125 5.59% 89,46% B
8 Insufficient logistical resources 125 5,59% 95.05% B
9 Delay in the referencing of articles 25 1.11% 96,16% B
special
10 Delay in the establishment of plans 25 1.11% 97.27% C
11 Non-compliance of the items 25 1.11% 98.38% C
12 Blocking of goods in case 25 1.11% 99.49% C
importation
13 Client validation delay 5 0.22% 99.73% C
14 Incomplete file 5 0.22% 100% C19
 Problems
Context of Framework State of Actions
Problematic Approach and
subject theoretical places correctives
methods

•Etape 3 : « Analyser–Analyze » :

Representation of the ABC method

20
 Problems
Context of the Framework State of Actions
Issue Approach and
subject theoretical places correctives
methods

•Etape 4 : « Améliorer–Improve » :

Staff awareness

Implementation of the method Priority management

the 5S

Purchase of software for Setting up contracts

RFID stock management suppliers

Securing of
Delivery management
supplies

21
 Problems
Context of Framework State of Actions
Problematic Approach and
subject theoretical places correctives
methods

•Etape 5 : « Contrôler –Control » :

Time of Effectiveness
Actions Nature Degree setting up Objective Responsible of
place the action
Improve the quality of service
Delivery management Tactics Medium Medium term
Reduce transportation costs
Logistics AP

Purchase of software Minimize preparation time

Stratégique Easy Long term Logistics ANP
RFID orders

Organize the workspace

Implementation of the 5S Tactics Easy Long term Logistics AP
Clear the aisles
Satisfy the customers Scheduling
Priority management Strategic Average Short term Avoid late penalties Factory AP
Quality
Awareness of Facilitate the preparation of
Operational Easy Long term Logistics AP
staff orders
Purchases
Establishment of a Better manage the risk of delay
Strategic Easy Long term Supply and AP
supplier contract delivery of raw materials
Transit
Purchases,
Setting up a
Tactics Medium Medium term Avoid a stockout Supply and ANP
safety stock Transit

Efficiency rate = Number of effective actions / Total actions * 100 = (5 / 7) * 100 = 71.43% 22
 Problems
Context of Framework State of Actions
Issue Approach and
subject theoretical places correctives
methods

Step 5: "Control - Control":

Indicator Calculation method

% of punctual and complete orders / Number of deliveries

On Time In Full
requested *100

Poorly addressed articles Number of references / Total number of references

Number of deliveries per hour / Total number of deliveries during

On-time delivery
the same period

Number of complete orders received per hour / Total number

Supplier reliability
of orders received

Number of finished production orders on time / Total number

Production on time
planning orders

Rate of quantity compliance Delivered quantity / Ordered quantity *100

Non-Conformity Name with respect to delivery conditions

Rate of compliance with delivery conditions
Total number of deliveries

23
Conclusion

24
Thank you for your attention

25
 HASSAN II UNIVERSITY - CASABLANCA
Faculty of Legal, Economic and Social Sciences
Mohammedia

Final Year Project for obtaining the Specialized Master's degree in

Applied Logistics Management

Improvement of the delivery time of orders:

MAROC BUREAU Case - Casablanca

Presented and supported by: Kawtar DAROUI

Under the direction of: Mr. Amine DAFIR
Professional supervisor: Mr. Smain OUASFI

Academic Year: 2017 - 2018

26