Process improvement in a freight forwarding company

This thesis focuses on streamlining the process of shipment clearance in a freight forwarding company using Lean Six Sigma methodology. The aim of the thesis was to analyze the current process performed by the controller, identify its weak points and propose specific improvements in order to reduce time, error and variability of activities. The work is structured according to the DMAIC methodology. Data was collected in real operations and then analyzed using tools such as SIPOC, Pareto analysis and Spearman's correlation coefficient. Significant attention was also paid to the analysis of the effect of shipment weight on processing time. In response to the analysis, specific measures were proposed to reflect the needs of the dispatcher and the company's clients. In the final stage, the thesis defines control mechanisms using the 5W1H tool to ensure the long-term sustainability of the changes. The results confirm that even in the field of forwarding type services, Lean Six Sigma tools can bring significant improvements in operational efficiency.