Track: Business Process Management and Digital Transformation
Abstract
In this paper, the researcher observed the delivery performance of a local "delivery service business." Upon observation, it shows that considerable numbers of late delivery are the central problem, and the study addresses it by determining the leading root cause that highly contributes to the problem. The researchers manually recorded raw data used in this study upon observing the company's daily operation in the set time frame. Also, the administration was interviewed, and customer feedback was gathered. In analyzing the ultimate root cause of late delivery, different root cause analysis tools were used in this study: a fishbone diagram for the general root causes, a five whys analysis, and a scatterplot diagram for determining the primary root cause. Results from the RCA tools concluded that delays caused by the store are the root cause that highly contributes to the late delivery of the business, resulting in an R2 value of 0.443. For the recommendation, the study designed a new delivery process to minimize the number of delays caused by stores and to increase the success rate in meeting the customers' expected arrival time. This study used a mixture of quantitative and qualitative design.