PROPOSED SOLUTION TO ACCELERATE PASSENGER SHIP’S DELAY REPORTING PROCESS USING ANALYTIC HIERARCHY PROCESS (CASE STUDY: PT. PNZ (PERSERO))

• Main Author: Dwi Karina, Marse
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/53048
• Institution: Institut Teknologi Bandung

PT PNZ engaged in a marine industry transportation established in 1952. PT PNZ experience financial losses due to the obligation to pay the compensation for passengers due to the ship delay whereas in 2019 loss about IDR 163,630 million. The cost of compensation to passengers in 2019 has increased around 85% since 2017 and it is in line with the increase in reports of ship delays. Based on the condition experienced by PT PNZ, it is necessary to do an analysis to find out the root cause of these problems. To determine the root of the problem the author using PEST Analysis, SWOT Analysis, SIPOC Analysis and the conclusion of the root cause is using the Current Reality Tree (CRT) method. The main problem in this research are the lack of coordination and the current procedures process that require manual signature. The best alternative solution chosen by using the Analytic Hierarchy Process and the alternative solution three is the best solution where the combination of teamwork and business process improvements through digitalization is applied to the company. And it expected that with the implementation of this alternative solution in the company, it expected to reduce processing time as much as 12 hours and a waiting time of 12.5 hours so the compensation costs caused by the long process of handling ship delay report information can be resolved and there are no more costs arising from delays in ship schedules at the destination branch of the ship.