Analysis Business Process of Package Delivery Services Using a Business Process Reengineering Approach at ABC Company

Yekti Condro Winursito; Isna  Nugraha; Lanang Adnanta Irasyddin; Bryan  Reinaldo

Authors

Yekti Condro Winursito Universitas Pembangunan Nasional "Veteran" Jawa Timur Author
Isna Nugraha Universitas Pembangunan Nasional "Veteran" Jawa Timur Author
Lanang Adnanta Irasyddin Universitas Pembangunan Nasional "Veteran" Jawa Timur Author
Bryan Reinaldo Universitas Pembangunan Nasional "Veteran" Jawa Timur Author

Keywords:

Courier Operations, Customer Satisfaction, Logistics Efficiency, Process Improvement, Value Stream Mapping

Abstract

Due to this fast growth in the logistics industry, the demand for high-speed and reliable delivery services is increasing. This paper is based on a qualitative case study in which the current delivery process at ABC Company is studied, and recommendations are provided for process improvement. Data were collected through observations, interviews, Value Stream Mapping (VSM), VOC, Voice of Business (VOB), and PICK Chart analysis. Based on the analysis, the eight types of waste and the Process Cycle Efficiency (PCE) of 25% were found, which refers to many non-value-adding activities. The most prominent problems were delay in delivery, damaged packages, wrong destination, incomplete address, and poor shipment verification. After improvement, the process was reduced from eight stages to four, and the lead time was decreased from 64 hours to 37 hours. Thus, it increased logistics process efficiency by approximately 42%. Value Stream Mapping has been instrumental in supporting process improvement, courier performance enhancement, and customer satisfaction.

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