Integrated lean BPM model to increase customer loyalty in a last-mile courier

• Autores: Chuman Bobadilla, Mauricio Alonso, Liendo Carrillo, Alexander Sebastian
• Formato: tesis de grado
• Fecha de Publicación: 2025
• Institución: Universidad de Lima
• Repositorio: ULIMA-Institucional
• Lenguaje: español
• OAI Identifier: oai:repositorio.ulima.edu.pe:20.500.12724/22846
• Enlace del recurso: https://hdl.handle.net/20.500.12724/22846
• Nivel de acceso: acceso abierto
• Materia: Reparto de mercancías; Empresas de mensajería; Fidelización del cliente; Reingeniería; Producción eficiente; https://purl.org/pe-repo/ocde/ford#2.11.04

E-commerce has gained worldwide importance, reaching 19% of total sales in 2020 due to the pandemic [1]. In Peru, its growth was 44.2% from 2018 to 2019 [2], prompting retail companies to enhance their delivery services. Speed and quality in distribution are key factors for customer loyalty, as consumers are willing to pay more for shorter delivery times and better service [3]. The retail sector accounted for 10.7% of Peru’s GDP in 2019 [4] and generated over 107,000 jobs in 2018 [5], highlighting its economic significance. Given this context, logistics companies must strengthen customer relationships by providing optimal service and exceptional support [6]. Lean methodology has proven effective in eliminating non-value-adding activities, improving operational efficiency [7]. Additionally, BPM implementation has allowed companies to automate processes, reducing service times by 10.7% and positively impacting customer experience [8]. This study proposes an integrated Lean BPM model to enhance the management of non-conforming orders in last-mile courier services, aiming to increase customer loyalty through process optimization.