In order to deliver the best experience to our customers and to reduce logistics costs associated with returns, we carry out the Project to reduce returns with the support of the Commercial, Logistics, Customer Service, Technology, Process Architecture and several of our main clients.

To make it a reality, data analysis and understanding of the problem were carried out from the customer's point of view and workshops on root cause analysis and prioritization of main causes, which made it possible to identify the need to implement these improvements:

• Training with internal team and clients.
• Manual update upload and download.
• Construction Guide for handling cement at discharge.
• Technological improvements (in progress).
• Timely management of news in deliveries with the support of an exclusive customer service advisor.
• Construction of a scoreboard for monitoring returns.
• Training in Quality Circles and root cause analysis (five why).

Featured Achievements

• Willingness to work on the project without leaving the operation.
• Commitment and empowerment of each one from their role to reduce returns.
• Synergy and teamwork between Sales, Logistics, Customer Service and IT towards the same goal.
• Structured work methodology (Lean Six Sigma).
• Generation of awareness about returns in all actors.
• Knowledge and vision of the leading team to generate project success.

As a result of the excellent results of the project, it is currently being replicated simultaneously throughout the Colombia Region.

Main results

Trend of returned orders January-November 2021

Trend% of returned orders January-November 2021

Trend of tons returned January-November 2021

"The project allowed us to find the main causes of customer returns and with the action plans that we implemented we have shown a decrease in the problem, observing today a marked downward trend in the number of returned orders that brings us closer to each other every day. the goal. In addition, it managed to create awareness in people of what a return means for the company and for our customers in terms of reprocesses ”. Rosalba Vargas, Suroccidente Zone Logistics professional.

“About the project I only have thanks for having participated. I would like to highlight the interdisciplinary team that was at the forefront, which took the time and ideas to carry it out, which facilitated decision-making. The relationship between collaborators from various areas strengthens the company's processes, even those that are outside the project, due to the fact that labor ties are generated with sufficient trust to evaluate and improve said processes ”. Juan Diego Muriel, Southwestern Zone Logistics professional.

“The project was a synergy of good practices between the areas. A team of diverse and valuable skills was formed, which allowed us to advance in the fulfillment of the objectives and the construction of processes and procedures that will surely allow us to maintain excellent results over time ”. Luz Cristina Ortega, Customer Service Coordinator Marketing and Customer Experience Management, Regional Colombia ..