Resumen
This article aims to improve the secondary distribution process in a mass consumer company implementing technologies, such as transport management system (TMS) to achieve the objectives set by the company. A DMAIC based methodology is proposed to define and solve structured problems related to secondary distribution, following the performance of the process based on critical to logistics (CTL) factors. The methodology prioritized the design of a master plan for the secondary distribution and the characterization of the secondary distribution process, defining the principal technologies that should compose the business architecture of the secondary distribution, with emphasis on the TMS due to its significant impact and relevance for planning, execution, and control of the distribution process. This study replaces the control component of the DMAIC with the assess component to perform the economic and productivity evaluation of the implementation of a TMS since the improvement proposals were formulated and evaluated. The results show that TMS allows the reduction of delivery time variability, order processing time, voided invoices, distribution costs, the increase in customer service and efficiency in the distribution operation and generates profitability for the medium and long term.