ANALISIS PENYEBAB KERUSAKAN BARANG DALAM PROSES PENGIRIMAN (STUDI KASUS PT KAI LOGISTIK SURABAYA)

The quality of service of a company is important for the sustainability of the company because it is related to customer satisfaction. As in the logistics distribution process at PT Kereta Api Logistik Surabaya, the safety of an item to its destination is the responsibility of the company. But in reality there is a risk of damage to goods during the process of shipping goods. The purpose of this research is to identify risks to determine the risks that occur during the shipping process so that risk control can be carried out to minimize damage to goods. This research was conducted using the Risk Control Matrix method, this method aims to identify what risks might occur and assess each risk to determine the risk level. The results showed that there are 10 risks that occur or may occur, namely lack of knowledge of loading and unloading porters, lack of supervision during the loading and unloading process by the checker, inappropriate container selection, arrangement of goods in containers exceeding standards, lack of supervision during train travel, tipping, lack of driver expertise in driving, damaged goods that are loaded, shocks during travel, and flooding. From the risk assessment carried out, the highest risk results with Extreme level are Shocks during travel with a risk score of 25 and Arrangement of goods in containers exceeding the standard with a risk score of 20. What should be done by the company is to carry out effective risk control to minimize the occurrence of damage to goods in the shipping process.
Keywords: Risk, Goods Damage, Loading and Unloading