Perbaikan Proses Pengiriman JNE Menggunakan Business Process Reengineering

Abstract

Package delivery is a means that people need on a daily basis both for their personal delivery needs and for their business. As technology advances and Indonesia's population grows, the need for shipping is increasing. JNE is one of the largest delivery service providers in Indonesia with delivery of 1.6 million packages per day. However, behind this increase there are often several problems that are complained by customers, both late delivery, goods that do not reach consumers, damage to goods and other complaints. Therefore this research was conducted to overcome the complaints that occur, especially the complaints that are most often complained about, namely the delay in the arrival of goods to customers. This research uses several methods, namely Value Stream Mapping (VSM), Voice of Customer and Voice of Business, Pick Chart and Simulation using the Flexsim application. The location of this research was conducted at one of the agents in the city of Medan.