이케아-이케아 전략 분석 및 6시그마를 통한 개선방안

목차

I. Define
II. Measure
III. Analyze
IV. Improve
V. Conclusion

References

본문내용

• Company overview
IKEA was established in 1943 by Invar Kamprad in order to sell pens, wallets and picture frame. In 1958, IKEA was introduced as a leader of Swedish Furniture Company. They started from producing local furniture by local manufactures and gained positive attention from customers. Nowadays, IKEA is the major retail company that experience in 36 countries around the world. However, IKEA has been experiencing problems in Korea. The customer feedback shows that they are dissatisfied with the DIY (Do it yourself) furniture that delivery and resembling are not included as well as the unsatisfactory customer service.

1. Define
The focus of the project will be on the service level of the company. The relationship between the employees and customers will be one important point. It will also focus on the current level of services and the activities taken to satisfy the customers. For example, what is the method or process for taking an order from a customer, delivery process and customer care service.

참고 자료

Adnan Miski, Improving Customers Service at IKEA Using Six Sigma Methodology(2014), International Journal of Scientific & Engineering Research, Volume 5, Issue 1
KOTRA 통상전략팀, 물류의 혁명 RFID 도입 현황과 대응방안(2005)
박인규,강성우, 강격식, 물류 센터 통합 및 재고 감축이 물류비용에 미치는 영향, J. Korea Saf. Manag. Sci. Vol. 17 No. 1 March 2015