INTEGRATING ROOT CAUSE ANALYSIS AND RISK MATURITY INDEX FOR PARCEL DELIVERY DELAYS AND CUSTOMER SATISFACTION AT PT POS INDONESIA (PERSERO)

Abstract

This study examined parcel-delivery delays and their implications for customer satisfaction at PT Pos Indonesia (Persero) by integrating Root Cause Analysis (RCA) and the Risk Maturity Index (RMI). A case-study design combined descriptive quantitative evidence and qualitative operational diagnosis using January-December 2025 operational records, supplemented by process observations and internal confirmations conducted from March to May 2026. Of 175,051 shipments exceeding the Service Level Agreement (SLA), 22,700 remained open. InProcess accounted for 17,398 shipments (76.64%), while InVehicle accounted for 5,302 (23.36%). Pareto analysis identified InProcess as the main improvement priority. Fishbone and 5 Whys analyses indicated that the backlog was associated with processing and status-update bottlenecks, inconsistent shipment-aging control, non-standardized escalation, and insufficient integration of real-time dashboards, risk thresholds, risk registers, and cross-functional coordination. The evidence-based RMI assessment produced an average score of 2.36, placing risk management in the Defined level and indicating progress toward Standardized practices, although controls remained partly reactive. CCH records provided contextual evidence of implications for customer satisfaction through 42,072 not-received/redelivery cases, 32,697 delay cases, and 21,393 shipment-information cases; they were not treated as a direct satisfaction score or causal test. A PDCA plan was formulated to strengthen early warning, aging thresholds, scan/status discipline, risk documentation, escalation, and SOP standardization. The findings show that parcel-delivery delays require integrated process control and stronger risk-management maturity to reduce customer uncertainty and improve service reliability.