MODIFICATION OF CUSTOM CLEARANCE REQUEST PROCESS OF DHL EXPRESS INTERNATIONAL (THAILAND) LIMITED FOR EFFICIENCY IMPROVEMENT AND CUSTOMER SATISFACTION

Abstract

The objective of the research is to reduce the average time of Thai custom clearance process and increase efficiency by using Lean, Flow process chart and Computer simulation model. The major problem is the percentage of the result of custom clearance released within 3 days is too low (64%). By using Computer simulation model in future process to solve the problem found 1) The simulation model which customer do SCI (Standard Clearance Instruction) at least 40% and do not check draft, the result of custom clearance released within 3 days will be 83% 2) The simulation model which customer do SCI (Standard Clearance Instruction) at least 30% and use Produce Profile (do not check draft 100%), the result of custom clearance released within 3 days will be 86% 3) The new model can reduce QC staff in case of Product Profile provided by customer. Labor cost will be decrease 30,000 THB per month or 360,000 THB per year. 4) The new model can reduce ECE staff from 18 to 14 persons. Labor cost will be decrease 120,000 THB per month or 1,440,000 THB per year.