Optimizing Delivery Quality Control with Statistical Quality Control Method at PT Pos Indonesia Ambulu Branch

Authors

  • Feni Yuni Kurnia Department of Public Administration, College of Development Administration, Jember Author
  • Achadyah Prabawati Department of Public Administration, College of Development Administration, Jember Author

Keywords:

Quality Control, Statistical Quality Control, Delivery Services, PT Pos Indonesia

Abstract

Increased competition in the delivery service industry requires companies to continue to improve the quality of their services. This research aims to analyze the quality control of goods delivery at PT Pos Indonesia Ambulu Branch using the Statistical Quality Control method. With a qualitative approach and case study method, research was conducted through direct observation and in-depth interviews. Data was collected over the period April 2023, focusing on three types of delivery failures: incomplete address, inability to contact the customer, and long distance travel. The analysis results show that the shipping process is still within control limits with a UCL of 3.62% and an LCL of 2.88%. Through cause-and-effect diagram analysis, four main factors causing failure were identified: machine system errors, worker inaccuracy, method incompatibility with SOP, and unpredictable environmental conditions. These findings resulted in recommendations for improvement in the form of increasing machine maintenance, employee training, standardizing procedures, and anticipating environmental conditions to optimize the quality of delivery services.

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Author Biographies

  • Feni Yuni Kurnia, Department of Public Administration, College of Development Administration, Jember

    Department of Public Administration, College of Development Administration, Jember

  • Achadyah Prabawati, Department of Public Administration, College of Development Administration, Jember

    Department of Public Administration, College of Development Administration, Jember

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Published

2025-04-10

Issue

Vol. 1 No. 1 (2025): April 2025

Section

Articles

How to Cite

Optimizing Delivery Quality Control with Statistical Quality Control Method at PT Pos Indonesia Ambulu Branch. (2025). Governance & Public Policy Review, 1(1), 11-17. https://ejournal.mahnazpublisher.org/index.php/GPPR/article/view/16