IDENTIFYING KEY OPERATIONAL FACTORS INFLUENCING DISTRIBUTION ERRORS IN A POSTAL CONSOLIDATION WAREHOUSE: CASE STUDY OF KC CIANJUR

Abstract

Operational processes in consolidation warehouses are a crucial element, as they directly affect delivery delays, misrouting, and shipment losses. This study aims to identify the operational factors that influence distribution errors in the consolidation warehouse of PT Pos Indonesia, with a case study at the Cianjur Main Post Office (KC Cianjur). The research employs a quantitative approach using a survey method involving 58 respondents who are directly engaged in warehouse operations. The independent variables analyzed include warehouse condition and management, work behavior, and company standard operating procedures (SOP), while the dependent variable is distribution error. Data analysis was conducted using validity testing, reliability testing, correlation analysis, and simple linear regression. The results indicate that all independent variables have a positive and significant effect on distribution errors. Work behavior emerges as the most dominant factor, with an R value of 0.841 and an R² of 0.699 (p < 0.05), followed by warehouse condition and management (R = 0.621; R² = 0.584) and SOP (R = 0.391; R² = 0.195). These findings emphasize that improvements in human resource work behavior should be the top priority in efforts to reduce distribution errors. The results of this study can serve as an initial foundation for future research and the implementation of the Six Sigma approach using the DMAIC method to identify root causes more comprehensively and to design sustainable improvements in distribution processes.