Analysis Of Damaged Goods Along The Shipping Process The Case Of Cv Berkat Sejati
WIJAYA, AGUNG (Adv.: Nurul Indarti, Sivilokonom. Cand. Merc., Ph.D.), Nurul Indarti, Sivilokonom. Cand. Merc., Ph.D.
As a shipping company, providing excellence service in delivering the goods become one of the determinant whether or not the company will be succeed in the market. Failure in delivery the goods in a good condition as it is first shipped can make a company losing its reputation in the customer perspective. This is what had became the problem in CV Berkat Sejati in the recent years, while during each shipment there are goods that are damaged and brocken. Company realized that the problems needed to be founded and solved as soon as possible. ThatÂ’s why in this thesis, writer tries to help to solve the company find the problems by interviewing some respondents that are related to the problem, there are also small observation done to strengthen the analysis of the writer. After all the problems are found, company put the factors that contribute to the damaged in Fishbone Diagram to visualize clearer picture of the problem. The factors that writer found in causing damaged are unskilled transporting labors employed on the company, lack of supervisors, bad goods arrangement on the truck, bad packaging, bad weather, bad road condition, bad warehouse condition, and bad transporting mode that company used.
Kata Kunci : damaged goods, service quality, CV Berkat Sejati, Fishbone Diagram, qualitative research
