Nisa’, Alif Wardatun (2022) Analisis Evaluasi Kualitas Layanan Logistik Dan Analisis Risiko Berbasis Iso 31000 : 2018 Pada Perusahaan Penyedia Layanan Logistik (Studi Kasus: Unit Bisnis Freight Forwarding PT. Cipta Sinergi Bisnis). Other thesis, Institut Teknologi Sepuluh Nopember.
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Abstract
Pencapaian kinerja logistik Indonesia yang semakin meningkat sejalan dengan pertumbuhan industri di sektor logistik dan secara langsung mendorong model bisnis layanan logistik yang ada menjadi semakin berkembang. PT Cipta Sinergi Bisnis (CSB) merupakan salah satu perusahaan penyedia layanan logistik terutama di bidang freight forwarding yang didirikan sejak 29 Mei 2015. Meninjau keberadaannya sebagai pihak ketiga, maka pelayanan yang memuaskan dan konsisten sangat dibutuhkan untuk dapat mempertahankan loyalitas pelanggan. Namun dalam usahanya memberikan pelayanan terbaik, PT CSB tidak terlepas dari complain pelanggan yang mengungkapkan ketidakpuasan terhadap pelayanan yang diberikan. Ketidakmampuan dalam mencapai target kepuasan tersebut disebabkan adanya hambatan pada keberlangsungan aktivitas perusahaan dalam memberikan pelayanan yang disebut sebagai risiko. Hal ini diperburuk dengan kondisi PT CSB yang belum menerapkan evaluasi kualitas layanan dan manajemen risiko melalui metode yang terstruktur dan formal. Oleh karena itu, penelitian ini bertujuan untuk melakukan evaluasi kualitas layanan logistik yang diintegrasikan dengan kajian risiko operasional sehingga diperoleh strategi peningkatan/perbaikan kualitas layanan. Evaluasi kualitas layanan dilakukan melalui pendekatan Logistic Service Quality (LSQ) untuk mengidentifikasi dimensi dan atribut kualitas layanan PT CSB serta Importance Performance Analysis (IPA) untuk memetakan atribut kualitas layanan yang harus diprioritaskan untuk dilakukan tindakan perbaikan. Kajian manajemen risiko menggunakan standar ISO 31000 : 2018 dilakukan sebagai upaya proaktif dalam perbaikan kualitas layanan logistik. Identifikasi risiko dilakukan pada setiap proses bisnis sesuai atribut kualitas layanan logistic yang diprioritaskan. Seluruh risiko yang teridentifikasi dilakukan penilaian dengan metode Failure Mode and Effects Analysis (FMEA). Hasil penilaian risiko menggunakan FMEA menghasilkan profil risiko yang kemudian dipetakan ke dalam tingkat kepentingan risiko agar dapat dilakukan tindakan untuk risiko-risiko prioritas yang memberikan kinerja buruk bagi kelangsungan proses bisnis perusahaan sebagai upaya perbaikan kualitas layanan. Berdasarkan hasil pengolahan dan analisis data, didapatkan 6 atribut dari 30 atribut kualitas layanan yang perlu dilakukan tindakan perbaikan, diantaranya yaitu akurasi pesanan (OF1), keakuratan dokumen kepabean (OF6), akurasi perhitungan biaya (OF10), pengetahuan / pemahaman tentang kebutuhan dan permintaan pelanggan (CF1), waktu penyelesaian konfirmasi pesanan (TL1) dan ketepatan waktu transport (TL2). Selanjutnya, dari 6 atribut kritis diperoleh 31 risiko yang teridentifikasi dan 82 tindakan penanganan risiko yang terdiri dari 4 tipe yaitu avoid, mitigate, transfer dan accept. Tindakan penanganan risiko yang diusulkan diharapkan dapat menjadi rekomendasi bagi perusahaan dalam melakukan perbaikan kualitas layanan. Dengan demikian, kelancaran aktivitas operasional dan kinerja layanan dapat terjaga secara konsisten, sehingga kepuasan pelanggan terhadap atribut kualitas terkait juga akan meningkat.
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The achievement of Indonesia's logistics performance is increasing in line with industry growth in the logistics sector and directly encourages the existing logistics service business model to develop. PT Cipta Sinergi Bisnis (CSB) is a logistics service provider, especially in the freight forwarding sector, which was established on 29th May 2015. Considering its existence as a third party, satisfactory and consistent service is needed to maintain customer loyalty. However, in its efforts to provide the best service, PT CSB cannot be separated from customer complaints expressing dissatisfaction with the services provided. The inability to achieve the satisfaction target is due to obstacles to the continuity of the company's activities in providing services which are referred to as risks. This is exacerbated by the condition of PT CSB which has not implemented service quality evaluation and risk management through structured and formal methods. Therefore, this study aims to evaluate the quality of logistics services that are integrated with an operational risk assessment to obtain a strategy to improve/improve service quality. Service quality evaluation is carried out through the Logistic Service Quality (LSQ) approach to identify the dimensions and attributes of PT CSB's service quality and Importance Performance Analysis (IPA) to map service quality attributes that must be prioritized for corrective action. The risk management study using the ISO 31000 : 2018 standard was carried out as a proactive effort in improving the quality of logistics services. Risk identification is carried out on each business process according to the prioritized logistics service quality attributes. All identified risks were assessed using the Failure Mode and Effects Analysis (FMEA) method. The results of the risk assessment using FMEA produce a risk profile which is then mapped into the level of risk importance so that actions can be taken for priority risks that provide poor performance for the continuity of the company's business processes as an effort to improve service quality. Based on the results of data processing and analysis, 6 out of 30 service quality attributes need corrective action, including order accuracy (OF1), customs document accuracy (OF6), cost calculation accuracy (OF10), knowledge/understanding of needs and requests. customer (CF1), order confirmation completion time (TL1), and transport timeliness (TL2). Furthermore, from the 6 critical attributes, 31 identified risks and 82 risk management actions were obtained which consisted of 4 types, namely avoid, mitigate, transfer, and accept. The proposed risk management action is expected to be a recommendation for the company in improving the service quality. Thus, the smooth operation of operational activities and service performance can be maintained consistently, so that customer satisfaction with related quality attributes will also increase.
| Item Type: | Thesis (Other) |
|---|---|
| Additional Information: | RSI 658.562 Nis a-1 2022 |
| Uncontrolled Keywords: | Freight Forwarding, Logistic Service Quality (LSQ), Importance Performance Analysis (IPA), Failure Mode and Effects Analysis (FMEA) |
| Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD61 Risk Management H Social Sciences > HD Industries. Land use. Labor > HD9980.5 Service industries--Quality control. |
| Divisions: | Faculty of Industrial Technology and Systems Engineering (INDSYS) > Industrial Engineering > 26201-(S1) Undergraduate Thesis |
| Depositing User: | Anis Wulandari |
| Date Deposited: | 29 Aug 2023 01:23 |
| Last Modified: | 29 Aug 2023 01:23 |
| URI: | http://repository.its.ac.id/id/eprint/98196 |
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