Analisa Kinerja Karyawan dalam Menangani Return Goods (Studi Kasus Storage QA Pending PT. DMC Teknologi Indonesia)

Abstract

This study is a qualitative study. Data collection was carried out using observation, interviews, and documentation methods on the research objects. This study aims to analyze employee performance in handling return goods at the QA storage of PT. DMC Teknologi Indonesia. The background of this study is based on the increase in return goods and the delay in employee response times over the past few months, which has exceeded the deadlines set by the department and the company. There were five informants in this study, consisting of one academic informant and four practitioner informants. The results of this study indicate that with a daily inventory system in place, employees can monitor returned goods, product disposal, and lead time for returning goods, which will ultimately have an impact on customer satisfaction and the company's reputation with customers. Challenges related to handling returned goods are primarily due to external errors, such as the readiness of the customer's warehouse affecting the lead time for returning goods, discrepancies in product documentation, and delays during shipment by the forwarder. By developing an application related to stock returns and setting BSC targets for each employee, along with continuous improvement or “kaizen” in internal processes, these challenges can be addressed. Effective communication with forwarders and customers is crucial as it ensures timely return lead times, improves handling of returned goods, and reduces the number of disposed items, thereby enhancing product quality, customer trust, and satisfaction.

Keywords:

Employee performance; Returned Goods; Storage;