ANALISIS GAGAL ANTAR KIRIMAN SURAT DAN PAKET DENGAN MENGGUNAKAN METODE SIX SIGMA (STUDI KASUS: PT POS INDONESIA (PERSERO) – UNIT PELAKSANA OPERASI BOGOR)

Abstract

The increasing business competition in logistics industry precisely on courier services makes Bogor Operations Unit of PT Pos Indonesia has to pay attention to the company's performance in delivering mail and packages. Problems in delivering mail and packages is conducted by the employees and recipients. Failure in delivering mail and packages is due to several causes, such as the employees are not resilient to establish the delivery, too much letters and packages to be delivered, missending, and bags made from fabric pouch. The receiving party failed to accept the mail and packages because unclear address, rejection, death, the recipient is unknown, change of address, and the house is empty.

Troubleshooting for these issues is by using the Six Sigma method with DMAIC (Define, Measure, Analyze, Improve, Control) model. Define phase is to determine the problem by using SIPOC diagram. In measure phase is to perform measurements by collecting data. In analyze phase is to find the root causes of the problems that occured. Improve phase to make improvements to the main cause of the problem. Control phase is to monitor by making suggestions on improvements that have been proposed.

The result on define phase, problem deterimined by using SIPOC diagram is on Output and Customer field. Problems that occurred in Output is the sending failure of mail and packages conducted by the employees. At the measure stage, the largest number of sending failure of mail and packages is on March 2014 amounted to 5,161 pieces, the largest number of delivering mail and packages is on May 2014 amounted to 134,164 pieces, the largest number of missending is on March 2014 at 2 pieces and the largest number of rejection by the recipients amounted to 9,026 pieces. In the analyze phase, the main cause of mail and packages delivery failure is conductes by the employees which are not resilient in working, packages were rejected because of defective goods, the receiving party is unknown, the address is not clear. In the Improve phase, improvements are made by the Head Unit of Bogor Operations by giving a warning letter to employees who have failed delivering mail and packages, and did briefing activities before work. Do goods handling to give package packing standardized for mails and packages. Return items to a shipper. Created a Data Base which can make the address details. At the control stage, the Head Unit of Bogor Operations checked the balance of items which failed to deliver for three months, manager discussed last day perfomance, implemented quality control, inspected bag pouch every three months, created a website to track the shipment and perform upgrades on the Data Base.