Diseño de una metodología para la identificación y control de disputas logísticas en el área de operaciones de L’Oreal Colombia

Abstract

This work develops an optimized methodology for managing reverse logistics at L’Oréal Colombia, addressing the Dispute Rate indicator, which measures credit notes issued due to various issues. The main causes of disputes, such as shortages, damages, and commercial errors, are analyzed, as they negatively impact customer relationships and generate financial losses, reprocessing, and logistical overhead costs. This highlights the need to define a series of processes that will enable the collection of information to analyze, control, and evaluate different causes, contributing to efficient and effective solutions. A process design based on best practices is proposed, supported by technological tools such as the ERP SAP, aiming to identify the main causes of reported issues in order to implement corrective actions and reduce the current financial impact. The analysis carried out allows for the establishment of a sustainable continuous improvement plan for reverse logistics management. This plan, based on staff training, the integration of methodological best practices, and the control and evaluation of key indicators, aims to achieve a maximum Dispute Rate of 4.3%. This is expected to optimize logistical operations, strengthen the company’s corporate image, achieve operational excellence in reverse logistics, and ultimately contribute to customer satisfaction.