IMPROVEMENT OF CASH ON DELIVERY MANAGEMENT SYSTEMS AT MOTOR EXPRESS

• Main Author: Okiviantoro, Setyo
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/61631
• Institution: Institut Teknologi Bandung

The rapid growth of the logistics industry in Indonesia, also goes along with the growth of the e-commerce industry as one of the main growth drivers. As a logistics company that is running the business in the market of courier, express, and parcel (CEP) Motor Express is also experiencing a high rise of assortment goods from the marketplace. Wide range of services offered by logistics companies including Motor Express, can be used by the customer to purchase the goods from e-commerce based on their needs. Aligning with that also comes with the flexibility of the payment that can be used and one of them is cash on delivery (COD). However, when cash on delivery is used as a payment method there will be a challenge that is associated with the risks towards the scheme. As the company who also offered the cash on delivery payment services, Motor Express saw this as a room for improvement. The reason is, according to (BPS, 2020) in 2019 almost 73% from 17.013 businesses still use cash on delivery as an option for payment methods. So that the company have to maximize the utilization of the payment also continuously improved to minimize the risk. Therefore, this research is conducted to analyze what factors that are affecting cash on delivery schemes to create the payment schemes better. The research will use the Define, Measure, Analyze, Improve, and Control (DMAIC) approach to identify the factors that affect the cash on delivery schemes. From the analysis the finding shows four factors that are affected towards the payment schemes which are: lack of knowledge regarding the usage of cash on delivery, internal fraud especially from courier, fraud that occur from seller or buyer and courier arrival scheduling. Several solutions are proposed to overcome those four factors such as work closely with e-commerce company for cash on delivery socialization, implementation of QR Code payment, working with sales and marketing team to prevent fraud and risk mitigating, courier notified in advance and shown courier contact person. Based on the finding factors and proposed solutions it is recommended for Motor Express to do more socialization to increase awareness and to implement QR Code payment because the way of process that will be applied can benefit both buyer and Motor Express.