Performance and Problem Analysis in Credit Card Delivery of PT ABC

The requirement for dependable Supply Chain Management (SCM) efforts in order to provide the best services to customers is a component of business evolution. Credit card usage in Indonesia has increased year after year, prompting the banking sector to devote more resources to acquiring new customers. In order to grow its business, the banking company collaborates with third-party logistics to deliver credit card goods through an internal integrated system. The issue arises when a manufactured credit card fails to be delivered to the customer, and immediate action is required to resolve this issue so that the customer is satisfied. Problems within the credit card acquisition and delivery flow can be thoroughly analyzed using the quality management tools of a Pareto chart and a cause-effect diagram. Focus group discussions were used in qualitative studies to analyze the problem, and quantitative research was used to determine the best priority of the solution, according to the company. Analytic Hierarchy Process (AHP) methods help the company to prioritize its focus to pinpoint the best priority in the improvement of the company's supply chain. This harmonization of quality tools and the decision making process ought to help companies find the best solution to solve the credit card delivery problem.