Optimizing Goods Claims Processing Time in Logistics Operations Through Website-Based Applications with the DMAIC Approach
DOI:
https://doi.org/10.31334/logistik.v7i2.3072Keywords:
Claim, Logistics, Web Application, DMAIC, E-Commerce,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.References
ASQ. (2023). Learn About Quality. Retrieved from asq.org: https://asq.org/quality-resources/fishbone
Gaspersz, V., & Fontana, A. (2011). Lean six sigma for manufacturing and service industries : waste elimination and continuous cost reduction. Bogor: Vinchristo Publication.
Knop, K., & Mielczarek, K. (2018). Using 5W-1H and 4M Methods to Analyse. MATEC Web of Conferences (p. 183). EDP Sciences.
Kominfo. (2021, February 23). Bisnis E-Commerce Semakin Gurih. Retrieved from Kominfo.go.id: https://www.kominfo.go.id/content/detail/32999/bisnis-e-commerce-semakin-gurih/0/artikel
Mijajlevski, A. (2013). THE SIX SIGMA DMAIC METHODOLOGY IN LOGISTICS. 1st Logistics International Conference. Begrade: Logic.
Pradana, A. P., Chaeron, M., & Khanan, M. S. (2018). Implementasi Lean Manufacturing Guna Mengurangi Pemborosan di Lantai Produksi. Jurnal OPSI VOL 11.
Pradha, T. L. (2018). Role of Logistics in E-commerce. Digital Economy and Green Management : Role of Banks, Payment Gateways & Consumers. Chennai: ResearchGate.
Qimacros. (2023). Lean Six Sigma DMAIC. Retrieved from Qimacros.com: https://www.qimacros.com/lean-six-sigma/DMAIC/
Safitri, A. N. (2022). Pengaruh brand image, persepsi harga dan kualitas layanan terhadap minat beli ulang pada Lazada. E-BISMA, 1-9.
Witkowski, K., Koralewska, M., & Huk, K. (2020). Logistics Models in E-commerce. Research Papers Faculty of Materials Science and Technology Slovak University of Technology, 90-97.
Yunani, A., & Widijawan, D. (2020). Logistik Dalam Beragam Perspektif; Evolusi Konsep, Praktik, dan Isu Kebijakan di Indonesia. Journal Logistik Bisnis.
Downloads
Published
Issue
Section
License
Please find the rights and licenses in Jurnal Logistik Indonesia. By submitting the article/manuscript of the article, the author(s) agree with this policy. No specific document sign-off is required.
1. License
The non-commercial use of the article will be governed by the Creative Commons Attribution license as currently displayed on Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License
2. Author(s)' Warranties
The author warrants that the article is original, written by stated author(s), has not been published before, contains no unlawful statements, does not infringe the rights of others, is subject to copyright that is vested exclusively in the author and free of any third party rights, and that any necessary written permissions to quote from other sources have been obtained by the author(s).
3. User Rights
Jurnal Logistik Indonesia spirit is to disseminate articles published are as free as possible. Under the Creative Commons license, Jurnal Logistik Indonesia permits users to copy, distribute, display, and perform the work for non-commercial purposes only. Users will also need to attribute authors and Jurnal Logistik Indonesia on distributing works in the journal and other media of publications.
4. Co-Authorship
If the article was jointly prepared by more than one author, any authors submitting the manuscript warrants that he/she has been authorized by all co-authors to be agreed on this copyright and license notice (agreement) on their behalf, and agrees to inform his/her co-authors of the terms of this policy. Jurnal Logistik Indonesia will not be held liable for anything that may arise due to the author(s) internal dispute. Jurnal Logistik Indonesia will only communicate with the corresponding author.
5. Miscellaneous
Jurnal Logistik Indonesia will publish the article (or have it published) in the journal if the article’s editorial process is successfully completed. Jurnal Logistik Indonesia editors may modify the article to a style of punctuation, spelling, capitalization, referencing and usage that deems appropriate. The author acknowledges that the article may be published so that it will be publicly accessible and such access will be free of charge for the readers as mentioned in point 3.
Every accepted manuscript should be accompanied by "Copyright Transfer Agreement" prior to the article publication.
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
