Improving a Bakery’s Service Level Using Machine Learning, Process Standardization, and Packaging Redesign

Authors

DOI:

https://doi.org/10.26439/ciii2025.8655

Keywords:

Confectionery, machine learning, packaging, service level, standardized processes

Abstract

This paper proposes a model to improve the service level of a pastry shop that faced issues such as incomplete deliveries, product damage, and delivery delays. The proposed solution integrates three components: (i) a machine learning (ML) model for delivery route optimization, (ii) standardization of the order dispatch process through manuals and checklists, and (iii) a packaging redesign incorporating internal supports and waterproof liners. As a result, the fill rate (FR) increased from 89.81% to 94.28%, the damaged delivery rate (DDR) decreased from 5.58% to 3.61%, and late deliveries were reduced from 5.07% to 1.26%. In addition, the proposed model avoided the emission of 574 kg of CO₂ per year. This model is applicable to small and medium-sized enterprises (SMEs) seeking to improve their logistics, reduce operating costs, and increase customer satisfaction through more efficient and sustainable processes.

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Author Biographies

  • Sergio Mercado Fernández Concha, Carrera de Ingeniería Industrial, Universidad de Lima, Perú

    Sergio Mercado Fernández Concha holds a Bachelor’s degree in Industrial Engineering from Universidad de Lima, Peru. He currently works as a Large Enterprise Analyst at Interbank in Lima, Peru. He has developed academic projects aimed at improving processes, logistics, and service levels in food and retail companies, implementing machine learning tools, process standardization, and packaging redesign. His areas of interest include corporate finance, process improvement, and operations management

  • Santiago Alberto Vasquez Montero, Carrera de Ingeniería Industrial, Universidad de Lima, Perú

    Santiago Alberto Vasquez Montero holds a Bachelor’s degree in Industrial Engineering from Universidad de Lima, Peru. He currently works as an FX & Derivatives Sales Analyst in Capital Markets at Interbank in Lima, Peru, where he participates in the management and advisory of financial products linked to foreign exchange and derivatives in the institutional market. He has developed a thesis aimed at improving service levels in a pastry shop through machine learning tools, operational process standardization, and packaging redesign, with the goal of increasing operational efficiency and reducing distribution losses. His areas of interest include operational efficiency and process improvement.

  • Ezilda M. Cabrera Gil Grados, Carrera de Ingeniería Industrial, Universidad de Lima, Perú

    Ezilda Cabrera Gil Grados holds a Master’s degree in Business Administration from Universidad ESAN, Peru, and a degree in Industrial Engineering from Universidad de Lima, Peru. She currently works as a professor in the Industrial Engineering Program at Universidad de Lima. She has published the book Linear Programming Models: A Guide to Their Formulation and Solution (Fondo Editorial de la Universidad de Lima, 2017) and several articles in academic conference proceedings, including “Improvement Proposal to Achieve Shrinkage Reduction in the Home Dispatch Process in a Retail Company,” “The Origins and Evolution of Social Commerce: Enhancing E-Commerce Platforms with Social Features,” “Home Office Physical and Psychosocial Ergonomic Effects on the Job Satisfaction of Service Sector Employees in Peru,” and “Study of Carbon Monoxide Levels in the Most Traveled Streets of Metropolitan Lima,” among others. Her main professional area of interest is operations research.

  • Rafael Chávez-Ugaz, Carrera de Ingeniería Industrial, Universidad de Lima, Perú

    Rafael Chávez Ugaz holds a Master’s degree in Strategic Business Administration from Centrum Católica, Peru; a Master of Business Administration in General and Strategic Management from Maastricht School of Management, the Netherlands; a degree in Management from the Netherlands; and a Bachelor of Engineering in Industrial Engineering from Universidad de Lima, Peru. He currently teaches in the Industrial Engineering Program at Universidad de Lima, where he is also a researcher and a member of the Faculty of Engineering Council. He previously participated as an associate researcher in technological innovation projects funded by Fondecyt. His publications include “Implementation of Lean Manufacturing and SLP in an SME in the Jewelry Sector: Case Study,” published in the International Congress on Innovation and Trends in Engineering; “Ergonomic Risk Management Model Using RULA, NIOSH and OCRA Techniques in a Metalworking SME,” published in the Proceedings of the LACCEI International Multi-Conference for Engineering, Education and Technology; and “Textile Characteristics of Huacaya Alpaca Fiber, According to Agroecological Zones, Sex and Age in the Puno Region (Peru),” published in the Peruvian Journal of Veterinary Research. His areas of interest include production operations for goods and services, supply chain management, and last-mile logistics.

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Published

2026-06-08

Issue

No. 004 (2025): IV Congreso Internacional de Ingeniería Industrial

Section

Ponencias

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