ON TIME DELIVERY IMPROVEMENT AT PT.POS INDONESIA

• Main Author: Yuda Pratama, Pebi
• Format: Theses
• Language: Indonesia
• Subjects: Manajemen umum
• Online Access: https://digilib.itb.ac.id/gdl/view/39324
• Institution: Institut Teknologi Bandung

Increasing e-commerce industry in Indonesia become a key-driver of growth for Indonesia’s courier and delivery service sector. Despite the increasing revenue and sales of courier and delivery service industry, the competition in the sector is getting stiffer. The rising competitiveness in this industry also threaten PT. POS Indonesia, the oldest courier and delivery services in Indonesia. To rise in competition, they implemented KPI of the next-day delivery target of 97%. However, from 18th week to 31st week, the average on time delivery rate only reach approximately 69.2% from a total of 796,428 mail and packages. Unachieved next-day delivery target is caused by three main reason, which are the shipment not delivered, final status error, and shipment are not processed. There are seven factors that was considered as reducing next-day delivery by PT. POS MPC Bandung. Some of those factor represent a root cause such as no recipient, unclear address, recipient change address, and unknown recipient, while the others (wrong DC path, address still sought, in process) intercorelated with the root cause (no SOP/OPC/FPC, lack of employee competencies, outdated IT system, uncertain connectivity). From the observation, “no recipient” factor with 40.97% responsible for the unachieved next-day delivery target at that day. Another concerning factor that affect unachieved next-day delivery target is the shipment are not processed, as when it happened, undelivered packages count will be one whole batch By focusing on root cause “no recipient” factor and uncertain connectivity, several alternatives solution was created. From factor rating method, rescheduling and improving outgoing process suggested. From the suggested solution, the expected of next-day delivery target will increase by approximately 21.17% or could reach up to 90.37% average on time delivery. If the alternative solution of the customer communication and parcel locker is implemented, the next-day delivery target will eventually reach above 97%.