<![CDATA[Freight Forwarding is a shipping service activity that aims to meet the needs of goods distribution. PT Silkargo faces problems related to the untimely return of documents, which can potentially cause delays in the distribution of goods and inefficient operations. The use of Key Performance Indicators (KPI) as a performance measurement tool in handling document returns to ensure the efficiency of its performance. This study examines the application of KPI in the return of FF documents to understand and provide information on the handling of forwarding documents from both the return flowchart, the calculation of KPI, and the obstacles experienced by PT. Silkargo Indonesia. Data was collected using observation, interview, and literature study methods, while the data analysis method used qualitative descriptive methods. The final result of this study is the handling of returns, from the preparation of shipping to the return of documents that the customer has signed to PT Silkargo Indonesia, which is calculated using KPI. The results of KPI are used as a tool to measure efficiency related to timely document returns, help identify problems that cause delays in document returns, help ensure that documents are following applicable standards and provisions, evaluate human resources that have carried out their duties well and can conduct evaluations for service improvements in increasing customer satisfaction. PT Silkargo Indonesia establishes good communication with customers and provides socialization or training to parties to return original forwarding documents. Based on the results of KPI measurements in handling the return of original forwarding documents from January to April, it was declared very good.]]>
