Optimizing Goods Claims Processing Time in Logistics Operations Through Website-Based Applications with the DMAIC Approach

Abstract

PT XYZ is an e-commerce company which offers an electronic buying and selling platform for a wide variety of products from many sellers to buyers. As an industry engaged in the commercial sector, logistics has a vital role in shipping goods from upstream to downstream to meet consumer desires. However, conditions in the field are not always in accordance with the plans. Lost or damaged goods during delivery or at the Warehouse are a frequent problem. PT XYZ, through its XYZ Logistics team, implements a claims system for replacing items lost or damaged during the operational process. Currently, the claim submission system is done manually via email. This manual claim system creates many problems due to the lack of proper coordination between stakeholders. Therefore, this study proposed a solution with a lean six sigma approach using the DMAIC (Define, Measure, Analyze, Improve and Control) method. The solution offered to improve PT XYZ's claim system is to design an automated claim system using a website-based application. After implementing a website-based application to automate the XYZ logistics claim process, it was proved that the company was able to reduce lead time by up to 60% from initial conditions, up to 33% of stakeholder workload, and improve data security and real-time supervision.