Improving Accuracy and Speed in Document Verification Processes for Delivery: A Case Study of AF1 Co., Ltd.

Abstract

             The objectives of this research are to enhance the efficiency of the document verification process prior to shipment, with an emphasis on accuracy, speed, and service quality measured by the Perfect Order Fulfillment (POF) index. The POF index is assessed based on the time taken for document verification and the number of discrepancies among purchase orders, tax invoices, and delivery documents. This applied research adopted a practical problem-solving approach by collecting data from high-volume customers under long-term contracts and conducting in-depth interviews with logistics personnel and end customers who experienced document inconsistencies. Analysis was conducted using the 5W1H tool, and improvements were developed through the PDCA quality management cycle within the framework of the 13 core logistics activities.
               The study found that order details were frequently unclear, including incomplete contact information and missing product-related documents, which contributed to failures primarily in customer service, order processing, and logistics communication activities. Systematic process improvements led to significant performance enhancements. The delivery success rate improved from a range of 96.5–97.2% to 96.6–98.9%, reflecting an average increase of approximately 2%, while the failure rate decreased from 2.8–3.5% to 1.1–3.4%, representing a reduction of about 1.5%. Specifically, order cancellations declined by 38.5%, delivery delays by 51.6%, and data mismatches by 52.4%.
              Importantly, these failure rates should be reduced to zero, indicating no order cancellations, delivery delays, or data errors. The results demonstrate that applying systematic analytical tools in conjunction with logistics management concepts can effectively enhance the quality of the document verification process prior to shipment. Moreover, this approach can be successfully extended to the management of customer orders under long-term contracts.