DETERMINING OF FREIGHT FORWARDER SERVICES USING DECISION ANALYSIS IN PT HDM

• Main Author: Qadri, Muhammad
• Format: Theses
• Language: Indonesia
• Subjects: Manajemen umum
• Online Access: https://digilib.itb.ac.id/gdl/view/75498
• Institution: Institut Teknologi Bandung

PT HDM is a family-owned company established in 2012 that provides various laboratory needs. PT HDM sells many imported products due to the limited number of domestic manufacturers that provide the necessary laboratory equipment and chemicals clients require. PT HDM relies on imported products to meet the needs and demands of its customers, who come from the pharmaceutical industry, food sector, educational institutions, and research institutions. This makes the import process very important for PT HDM. In addition to handling imports in-house, PT HDM also utilizes the services of Freight Forwarders (PFFs) to assist in the import process. In selecting PFFs, PT HDM considers several aspects: price, payment policies, responsiveness, informativeness, delivery speed, coverage area, compliance with delivery standards, and types of handled goods. Two focused group discussions (FGDs) involved stakeholders and related units at PT HDM, including the Director, Finance Manager, Operation Manager, Marketing Manager, and shareholders. In the decision-making process, a combination of PUGH Matrix analysis was used for rapid alternative screening, and the Analytic Hierarchy Process (AHP) was used to obtain alternative PFFs. The analysis showed four criteria that influence the selection of PFFs to enhance customer satisfaction for PT HDM: cost, communication capability, delivery speed, and quality. Based on the AHP process, PT F emerged as the best alternative PFF with a weight value of 0.222. PT F offers relatively low shipping costs, favorable payment policies with a payment period of 60 days after delivery, and responsiveness in providing information. Compared to other companies, fast delivery speed is also an advantage of PT F. Based on the research findings, several recommendations are suggested. PT HDM is advised to develop Standard Operating Procedures (SOPs) in selecting PFFs based on critical parameters so that operational staff can make decisions quickly without entirely dependent on top management. Furthermore, it is also recommended to collaborate with multiple PFFs to prevent dependence on a single partner company and have alternatives in case of problems. Regular performance evaluations of PFFs are also advised to ensure their performance meets expectations. PT HDM can also conduct ongoing socialization with PFFs to ensure compliance with the required processes and procedures.