A Lean Service Approach to Overcoming Operational Inefficiencies in Last-Mile Logistics: A Case Study on Peruvian SMEs

The last-mile logistics sector in Peru faces challenges such as late deliveries, incomplete orders, and damaged products, largely due to inefficiencies in cross-docking and route planning. Previous research has primarily focused on large-scale operations, leaving SMEs underserved. This study addressed these gaps by integrating Lean Service tools—5S, Business Process Management (BPM), and Systematic Layout Planning (SLP)—to enhance operational efficiency in SMEs. The investigation revealed that lack of standardization and poor layout management contributed to service inefficiencies. The research aimed to increase service levels by addressing these operational shortcomings. Results showed a 35.8% increase in productivity, a reduction in material handling effort from 100,621.6 kg.m to 74,081.0 kg.m, and a 21.1% decrease in process cycle times. Additionally, the perfect order rate improved by 74.3%. This study offers significant academic and socio-economic contributions by providing scalable solutions for SMEs, improving logistics performance. Further research should explore advanced technologies to enhance operational efficiency in last-mile logistics.