Manajemen Risiko Pengiriman Barang di PT. Jalur
Nugraha Ekakurir (JNE Express) Jakarta
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Institusion
Universitas Kristen Indonesia
Author
Tarigan, Mulianto
Subject
Personnel management. Employment management
Datestamp
2024-10-08 11:09:37
Abstract :
Penelitian di dalam tesis ini adalah tentang manajemen risiko pengiriman barang pada perusahaan pengiriman PT.Jalur Nugraha Eka Kurir (JNE Express), Jakarta. Analisis difokuskan terhadap kategori klaim pelanggan yang disebabkan karena (1) barang kiriman yang rusak, (2) barang kiriman yang hilang dan (3) pengiriman yang terlambat tiba di alamat tujuan. Tahun 2021 dan 2022, total klaim dari ketiga kategori tersebut adalah sebesar Rp.44 milliar (klaim pelanggan retail dan korporat (non-marketplace). Tujuan penelitian ini adalah untuk mengurangi klaim pelanggan dengan (1) melakukan identifikasi pada peta proses bisnis JNE Express yang berkaitan dengan klaim pelanggan (difokuskan pada proses operasional, First Mile, Mid Mile and Last Mile of Express Operations) dan (2) melakukan tindakan mitigasi atas kejadian yang tidak diinginkan. Untuk kategori klaim karena barang rusak, penyebab utama adalah (1) pecah, patah dan penyok, (2) makanan tidak layak konsumsi dan (3) truk pengangkut mengalami kecelakaan. Sedangkan kategori klaim karena hilang, penyebab utama adalah (1) barang kiriman tidak diterima di gudang destinasi, (2) paket diserahkan ke orang yang berbeda dengan yang tertera di resi pengiriman, (3) isi paket kurang (jumlah tidak sesuai) ketika diterima oleh si penerima, (4) hilang di Airlines, (5) paket tidak diterima di gudang outbound (origin station) setelah pickup. Dalam hal kategori klaim karena pengiriman terlambat, penyebab utama adalah (1) missed connection ke flight yang telah ditetapkan pada saat transit, (2) terlambat delivery oleh petugas pengantaran dan (3) terlambat pickup yang berakibat missed cut-off pada proses outbound. Diagram Ishikawa digunakan untuk mendapatkan parameter operasional penyebab klaim secara lebih rinci, terdapat 25 parameter operasional yang sangat terkait sebagai penyebab utama klaim tersebut. . Parameter operasional dipetakan di dalam proses First Mile, Mid Mile and Last Mile of Express Operations, tingkat risiko masing-masing parameter dihitung dan diturunkan (mitigasi) dengan membuat aktivitas mitigasi. . Kata Kunci: peta proses bisnis, diagram Ishikawa, first mile, mid mile, last mile. / The research of this thesis is about the risk management of parcel delivery service of PT.Jalur Nugraha Eka Kurir (JNE Express), Jakarta. The focus of analysis is on the categories of customers? claims which were caused by (1) damaged goods, (2) loss (missing) shipments and (3) late delivery. From 2021 to 2022, the total claim of the three categories was Rp.44 billions (the scope of claim was only from retail and corporate (non-marketplace) customers). The purpose of this research is to reduce customers? claims by (1) identifying the business process of JNE Express which have relations to customers? claims (focus was given to operational processes, First Mile, Mid Mile and Last Mile of Express Operations), and by (2) providing mitigation activities in order to lower the claims. With regard to the category of claim which was caused by damage goods, the main causes were due to (1) broken and dented, (2) food not worth eating due to expired and (3) linehaul trucks got accidents. In terms of the category of claim caused by loss or missing shipments, the main causes were due to (1) a shipment was not received at destination station (last tracking status was used as the identification), (2) a delivery courier had delivered a shipment to an unknown consignee (who had different name with the one mentioned on the consignment note), (3) short contents (the quantity of goods inside a package was short) when received by a consignee (4) loss at Airlines and (5) shipments were not received at outbound station after pickup. With regard to the category of claim due to late delivery (failure to deliver on-time), the main causes were due to (1) missed flight connection during transit, (2) failed to deliver on time caused by delivery couriers and (3) pickup drivers were failed to return to depot as per agreed cut-off. Diagram Ishikawa was used to obtain operational parameters which have close relationships as the main causes of claims, and 25 operational parameters are obtained. The parameters are mapped on First Mile, Mid Mile and Last Mile of Express Operations? processes, the current risk level of each parameter is calculated and the risk levels to be lowered by creating mitigation activities. Keywords: business process, diagram Ishikawa, first mile, mid mile, last mile
Penelitian di dalam tesis ini adalah tentang manajemen risiko pengiriman barang pada perusahaan pengiriman PT.Jalur Nugraha Eka Kurir (JNE Express), Jakarta. Analisis difokuskan terhadap kategori klaim pelanggan yang disebabkan karena (1) barang kiriman yang rusak, (2) barang kiriman yang hilang dan (3) pengiriman yang terlambat tiba di alamat tujuan. Tahun 2021 dan 2022, total klaim dari ketiga kategori tersebut adalah sebesar Rp.44 milliar (klaim pelanggan retail dan korporat (non-marketplace). Tujuan penelitian ini adalah untuk mengurangi klaim pelanggan dengan (1) melakukan identifikasi pada peta proses bisnis JNE Express yang berkaitan dengan klaim pelanggan (difokuskan pada proses operasional, First Mile, Mid Mile and Last Mile of Express Operations) dan (2) melakukan tindakan mitigasi atas kejadian yang tidak diinginkan. Untuk kategori klaim karena barang rusak, penyebab utama adalah (1) pecah, patah dan penyok, (2) makanan tidak layak konsumsi dan (3) truk pengangkut mengalami kecelakaan. Sedangkan kategori klaim karena hilang, penyebab utama adalah (1) barang kiriman tidak diterima di gudang destinasi, (2) paket diserahkan ke orang yang berbeda dengan yang tertera di resi pengiriman, (3) isi paket kurang (jumlah tidak sesuai) ketika diterima oleh si penerima, (4) hilang di Airlines, (5) paket tidak diterima di gudang outbound (origin station) setelah pickup. Dalam hal kategori klaim karena pengiriman terlambat, penyebab utama adalah (1) missed connection ke flight yang telah ditetapkan pada saat transit, (2) terlambat delivery oleh petugas pengantaran dan (3) terlambat pickup yang berakibat missed cut-off pada proses outbound. Diagram Ishikawa digunakan untuk mendapatkan parameter operasional penyebab klaim secara lebih rinci, terdapat 25 parameter operasional yang sangat terkait sebagai penyebab utama klaim tersebut. . Parameter operasional dipetakan di dalam proses First Mile, Mid Mile and Last Mile of Express Operations, tingkat risiko masing-masing parameter dihitung dan diturunkan (mitigasi) dengan membuat aktivitas mitigasi. . Kata Kunci: peta proses bisnis, diagram Ishikawa, first mile, mid mile, last mile. / The research of this thesis is about the risk management of parcel delivery service of PT.Jalur Nugraha Eka Kurir (JNE Express), Jakarta. The focus of analysis is on the categories of customers? claims which were caused by (1) damaged goods, (2) loss (missing) shipments and (3) late delivery. From 2021 to 2022, the total claim of the three categories was Rp.44 billions (the scope of claim was only from retail and corporate (non-marketplace) customers). The purpose of this research is to reduce customers? claims by (1) identifying the business process of JNE Express which have relations to customers? claims (focus was given to operational processes, First Mile, Mid Mile and Last Mile of Express Operations), and by (2) providing mitigation activities in order to lower the claims. With regard to the category of claim which was caused by damage goods, the main causes were due to (1) broken and dented, (2) food not worth eating due to expired and (3) linehaul trucks got accidents. In terms of the category of claim caused by loss or missing shipments, the main causes were due to (1) a shipment was not received at destination station (last tracking status was used as the identification), (2) a delivery courier had delivered a shipment to an unknown consignee (who had different name with the one mentioned on the consignment note), (3) short contents (the quantity of goods inside a package was short) when received by a consignee (4) loss at Airlines and (5) shipments were not received at outbound station after pickup. With regard to the category of claim due to late delivery (failure to deliver on-time), the main causes were due to (1) missed flight connection during transit, (2) failed to deliver on time caused by delivery couriers and (3) pickup drivers were failed to return to depot as per agreed cut-off. Diagram Ishikawa was used to obtain operational parameters which have close relationships as the main causes of claims, and 25 operational parameters are obtained. The parameters are mapped on First Mile, Mid Mile and Last Mile of Express Operations? processes, the current risk level of each parameter is calculated and the risk levels to be lowered by creating mitigation activities. Keywords: business process, diagram Ishikawa, first mile, mid mile, last mile
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