ANALYSIS OF THE CAUSES OF DELIVERY DELAYS: A CASE STUDY OF PT SERYU CARGO

Haris Haris, Susana Riana Sari, Ado Yustrindani, Prastowo Dwi Setiawan

Abstract


PT Seryu Cargo has become a vendor for several e-commerce platforms and even market leaders among courier companies in Indonesia. PT Seryu Cargo must be able to provide the best service to meet customer needs, including timely delivery of goods to their destinations, as this can affect customer satisfaction. Identifies the factors causing delays in delivery of goods between PT Seryu Cargo and J&T for the Jakarta to Sumatra route in 2022. The data analysis technique used by the author is the fishbone diagram. The author has the following shipment data: 1) The total number of shipment in 2022 was 614 shipment, with total 244 shipment experiencing a delay, resulting in delay percentage of 40%. 2) Upon analyzing the root cause, it was found that there are four problematic variables with an average problematic factor 38%. These four problematic variables are: Man, Machines, Methods, and Facilities. 3) Significant issues were discovered in this study, with several factors contributing to the delays

Keywords


Customer satisfaction; Cargo; Delays; Seryu cargo; Fishbone diagram

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DOI: https://doi.org/10.25292/atlr.v1i0.573

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