ANALISIS FAKTOR KETERLAMBATAN PENGIRIMAN INVOICE CUSTOMER BERDASARKAN PENCAPAIAN KEY PERFORMANCE INDICATOR (KPI) TIMELINESS PADA DIVISI BILLING IMPOR DI PT XYZ

NATASYA PUTRI KHALISTIA, . (2026) ANALISIS FAKTOR KETERLAMBATAN PENGIRIMAN INVOICE CUSTOMER BERDASARKAN PENCAPAIAN KEY PERFORMANCE INDICATOR (KPI) TIMELINESS PADA DIVISI BILLING IMPOR DI PT XYZ. Sarjana thesis, UNIVERSITAS NEGERI JAKARTA.

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Abstract

Ketepatan waktu pengiriman invoice customer merupakan indikator kinerja utama yang mencerminkan kualitas layanan administratif pada perusahaan jasa logistik internasional. Pada divisi billing impor PT XYZ, standar KPI Timeliness menetapkan batas maksimal pengiriman invoice kepada customer selama 7 hari kerja. Namun, selama periode Oktober-Desember 2025, sebanyak 339 dari 502 pengiriman atau 67,53% mengalami keterlambatan melebihi standar yang ditetapkan, sehingga pencapaian KPI Timeliness hanya sebesar 32,47% (163 dari 502 pengiriman tepat waktu). Kondisi tersebut mengindikasikan adanya permasalahan sistemik dalam proses pengiriman invoice customer yang belum teridentifikasi secara terstruktur. Penelitian ini bertujuan menganalisis tingkat pencapaian KPI Timeliness pengiriman invoice customer serta mengidentifikasi faktor-faktor penyebab keterlambatannya. Penelitian menggunakan metode deskriptif kualitatif dengan data sekunder dari sistem FFIS yang dihitung menggunakan fungsi NETWORKDAYS dan persentase KPI, serta data primer berupa wawancara semi-terstruktur kepada empat narasumber yang dianalisis menggunakan fishbone diagram kategori 7M (Man, Machine, Method, Material, Measurement, Mother Nature, Management), dengan kredibilitas data diuji melalui triangulasi sumber dan teori. Hasil penelitian menunjukkan tren fluktuatif, yaitu 46,20% pada Oktober, anjlok ke 2,20% pada November akibat penumpukan invoice, dan naik ke 34,17% pada Desember, dengan tingkat keterlambatan kedua customer relatif setara (67,96% dan 66,67%). Lima faktor dominan teridentifikasi sebagai penyebab utama, yaitu beban kerja staf berlebih (Man), proses approval eksternal yang lama dan berlapis (Method), ketidaklengkapan dokumen utama (Material), keterlambatan dokumen pihak ketiga (Material), dan kekurangan tenaga kerja di bagian Billing Support (Management). Temuan ini menegaskan bahwa keterlambatan bersifat sistemik dan saling berkaitan, sehingga perbaikan perlu dilakukan secara menyeluruh guna meningkatkan pencapaian KPI Timeliness divisi billing impor PT XYZ secara berkelanjutan. Kata Kunci: Divisi Billing Impor, Fishbone Diagram, Invoice customer, Kategori 7M, Keterlambatan Pengiriman, KPI Timeliness ***** The timeliness of customer invoice delivery is a key performance indicator reflecting the quality of administrative services in international logistics companies. In the Import billing division of PT XYZ, the Timeliness KPI standard sets a maximum delivery limit of 7 working days for customer invoices. However, during the period of October-December 2025, as many as 339 out of 502 deliveries, or 67.53%, experienced delays exceeding the established standard, resulting in a KPI Timeliness achievement of only 32.47% (163 out of 502 deliveries on time).This condition indicates the existence of a systemic problem in the customer invoice delivery process that has not yet been identified in a structured manner. This study aims to analyze the level of KPI Timeliness achievement for customer invoice delivery and to identify the factors causing the delays. The study employs a descriptive qualitative method using secondary data from the FFIS system calculated using the NETWORKDAYS function and KPI percentage formula, as well as primary data in the form of semi structured interviews with four informants analyzed using a fishbone diagram with the 7M category approach (Man, Machine, Method, Material, Measurement, Mother Nature, Management), with data credibility tested through source and theory triangulation. The results reveal a fluctuating trend, with KPI Timeliness achievement at 46.20% in October, dropping sharply to 2.20% in November due to invoice backlog accumulation, and recovering to 34.17% in December, with relatively similar delay rates between both customers (67.96% and 66.67%). Five dominant factors were identified as the primary causes, namely excessive staff workload (Man), lengthy and multi-layered external approval processes (Method), incompleteness of primary supporting documents (Material), delays in document submission from third parties (Material), and a shortage of personnel in the Billing Support section (Management). These findings confirm that the delays are systemic and interrelated in nature, therefore improvements must be carried out comprehensively in order to sustainably enhance KPI Timeliness achievement in the Import billing division of PT XYZ. Keywords: Import Billing Division, Fishbone Diagram, Invoice customer, 7M Categories, Delivery Delay, KPI Timeliness

Item Type:	Thesis (Sarjana)
Additional Information:	1). Nur Azisah, S.T., M.T. ; 2). Kencana Verawati, S.ST., M.T.
Subjects:	Ilmu Sosial > Transportasi Manajemen > Manajemen Kantor, Organisasi
Divisions:	FT > D IV Manajemen Pelabuhan dan Logistik Maritim
Depositing User:	Users 34569 not found.
Date Deposited:	12 Aug 2026 03:57
Last Modified:	12 Aug 2026 03:57
URI:	http://repository.unj.ac.id/id/eprint/69977

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