1. Nestlé Waters –AOA Best of the Best Awards – 2015
GB-DMAIC : Improve Delivery On Time of 5G HOD Through
Reduction 20 % of Non-Delivered Cases By March 2015
Dammam-KSA

2. Nestlé Waters –AOA Best of the Best Awards – 2015
Dammam Factory – Saudi Arabia
Improve Delivery On Time of 5G HOD Through Reduction 20 % of Non-Delivered Cases By March 2015
1. Scale of Impact
• Problem Statement:
 At the end of Q3-2014, delivery complaints were the highest
contributor of the ten types of market customers complaints .
 Improve Delivery On Time of 5G HOD was one of the business
priorities to Deliver Volumes OTIF to Support Business
Growth to Delight Our Customers & Consumers .
81.9%
 Delivery complaints were representing 81.9% of total market
complaints during Jan-Oct 2014 with monthly average of 2006
complaints.
September 15, 2014 Project Kick-off Meeting
• Relevant to business:
 The project scope was covering Whole Eastern Area
“population of 4.5 Million” with involvement of HOD
Production, Distribution Staff & Customer Service
Staff noting that NCE is not yet rolled out in SC.

3. Nestlé Waters –AOA Best of the Best Awards – 2015
• Improvement Quantified:
 80% reduction in non-delivered cases :
61.5% reduction in missed delivery complaints FY-2015 ( From 22,331 to 8,595 )
51% reduction in overall Dammam Consumers Complaints (CCR) FY-2015 ( From 27,625 to 13,528 )
Dammam Factory – Saudi Arabia
Improve Delivery On Time of 5G HOD Through Reduction 20 % of Non-Delivered Cases By March 2015

4. Nestlé Waters –AOA Best of the Best Awards – 2015
2. Effective use of NCE and problem solving methodologies
Project used NCE problems solving methodologies effectively and efficiently with
Involvement of more than 400 employees from cross-functional team to be aligned with
Green Belt Level . Project was done OTIF with Excellent tollgate score of
98%.
Dammam Factory – Saudi Arabia
Improve Delivery On Time of 5G HOD Through Reduction 20 % of Non-Delivered Cases By March 2015

5. Nestlé Waters –AOA Best of the Best Awards – 2015
• Impact on NCE Journey
 This GB is supporting NCE Journey through involvement and engagement of SC & Customer
Service beyond of manufacturing team
 We have been awarded Nestlé Quality Global Gold Award -2015 “for the highest factory customers
complaints reduction”.
Dammam Factory – Saudi Arabia
Improve Delivery On Time of 5G HOD Through Reduction 20 % of Non-Delivered Cases By March 2015

6. Nestlé Waters –AOA Best of the Best Awards – 2015
3. Team work
High level of involvement, engagement &
teamwork enhanced in different cross-
functional together with well experienced
coach and high engagement of the sponsor
were the keys to have the success
achieved .
Brainstorming & Wringing Online Coaching Sponsor-Involvement Helpers & Drivers Coaching
Dammam Factory – Saudi Arabia
Improve Delivery On Time of 5G HOD Through Reduction 20 % of Non-Delivered Cases By March 2015

7. Nestlé Waters –AOA Best of the Best Awards – 2015
4. Implemented Actions
17 actions were implemented while the main actions with high impact are as hereunder :
1. Weekly & Monthly Meetings with drivers & helpers by distribution management team.
2. Establishment of new coding system for Non-delivered cases.
3. Daily entering & filtering" screening " on all checklists for non-delivered cases.
4. Rerouting Dammam routes to making balancing between it.
5. Create a clear communication plan between production & distribution.
6. Defensive Driving training course was delivered to drivers.
7. Creating SOP’s & SR for several activities.
Dammam Factory – Saudi Arabia
Improve Delivery On Time of 5G HOD Through Reduction 20 % of Non-Delivered Cases By March 2015
 For more information related to project ,please access the full storyboards on I-nexus ID : 133455

8. Nestlé Waters –AOA Best of the Best Awards – 2015
5. Sustainability
 Solutions were implemented since January -2015, and the results are sustainable till now and
control action plan was created and in place .
Dammam Factory – Saudi Arabia
Improve Delivery On Time of 5G HOD Through Reduction 20 % of Non-Delivered Cases By March 2015

9. Nestlé Waters –AOA Best of the Best Awards – 2015
6. Creativity & Replication
 “Broken down factory walls by GEMBA & Online Coaching
sessions inside & outside the factory “
 Establishment of a new coding system understandable by all
team members with different skill levels and languages.
 Replication of the project at remaining cities in eastern region
areas in addition to 7 factories in AP Market.
 One of the main future recommendations was using Handheld
devices with barcodes reader to make more improvement.
GEMBA
Online Coaching
DCP
Dammam Factory – Saudi Arabia
Improve Delivery On Time of 5G HOD Through Reduction 20 % of Non-Delivered Cases By March 2015

10. “ It was an excellent opportunity and first time
involvement in DMAIC & NCE which enhances our
problem solving skills ,also we were able to be in
contact with our customers and knowing their needs
in more detailed to work on improving it .”
Nestlé Waters –AOA Best of the Best Awards – 2015
“The project was impressive, it helps the team to develop and
maintain a realistic and achievable delivery schedule.. The
attitude of the employees to commitment has a great influence
on the quality of outputs for tracking performance, better
delivery efficiency and enhanced customer satisfaction “
I am confident and proud of the successful
achievements of the team great efforts exerted during
this short time. Remarkable results were clear in
reducing non-delivered cases and customer complaints
calls which led to enhancing customer satisfaction.
.
Process Owner
Sponsor
Data Entry & Customer
Service- Females
Dammam Factory – Saudi Arabia
Improve Delivery On Time of 5G HOD Through Reduction 20 % of Non-Delivered Cases By March 2015
 Consumers feedback questionnaire program
was conducted at sample size of 1077 customers
showed an “Excellent "satisfaction.
 Nestle Waters CSI Program was conducted
by Ipsos MENA at sample profile of 402
customers showed satisfaction level of 9 out of
10 “satisfied”
7. VOC “Satisfaction” – Internal & External

11. Nestlé Waters –AOA Best of the Best Awards – 2015
Team party was organized and certificates of appreciation & rewards awarded for the team
C E L E B R A T I O N ! ! !
Dammam Factory – Saudi Arabia
Improve Delivery On Time of 5G HOD Through Reduction 20 % of Non-Delivered Cases By March 2015

12. Thank You