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All Journal FORUM STATISTIKA DAN KOMPUTASI Management Studies and Entrepreneurship Journal (MSEJ) Jurnal Ilmu Administrasi: Media Pengembangan Ilmu dan Praktek Administrasi LOSARI: Jurnal Pengabdian Kepada Masyarakat JEBDEKER: Jurnal Ekonomi, Manajemen, Akuntansi, Bisnis Digital, Ekonomi Kreatif, Entrepreneur Jurnal Progress Administrasi Publik (JPAP) Jurnal Ilmiah Manajemen dan Bisnis (JIMBI) JRAP (Jurnal Riset Akuntansi dan Perpajakan) Journal of Artificial Intelligence and Digital Business Jurnal Ilmu Administrasi: Media Pengembangan Ilmu dan Praktek Administrasi Setia Mengabdi: Jurnal Pengabdian Kepada Masyarakat Competitive KarismaPro TGO Journal of Community Development Journal of Fundamental Management (JFM) Jurnal Wacana Kinerja: Kajian Praktis-Akademis Kinerja dan Administrasi Pelayanan Publik
Iwan Kurniawan
Politeknik STIA LAN Bandung
Agriculture, Biological Sciences & Forestry Arts Humanities Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Earth & Planetary Sciences Economics, Econometrics & Finance Education Electrical & Electronics Engineering Engineering Environmental Science Health Professions Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Library & Information Science Mathematics Public Health Social Sciences Transportation Other

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Journal : karismapro

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PENDEKATAN LEAN SUPPLY CHAIN MANAGEMENT PADA PENGELOLAAN DISTRIBUSI DAN PERSEDIAAN PROGRAM RUMAH PANGAN KITA (RPK) PERUM BULOG DI KOTA BANDUNG Lulu Sani Ardiani; Iwan Kurniawan; Euis Nurmalia; Caesar Octoviandy Purba
KarismaPro Vol. 17 No. 01 (2026): Karismapro
Publisher : Program Studi Manajemen, Universitas Al Ghifari

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.53675/rb0vr544

Abstract

The Rumah Pangan Kita (RPK) program is a strategic initiative implemented by Perum Bulog to enhance food security by bringing food distribution closer to the public. RPK serves as a distribution partner that connects the government with consumers more effectively; however, its implementation still faces challenges such as supply delays, which indicate potential waste in the supply chain. This study aims to describe the application of Lean Supply Chain Management in the management of RPK distribution and inventory in the city of Bandung. A mixed-methods approach was used, specifically a sequential exploratory study, with data collected through interviews, observations, and documentation from Perum Bulog and three RPK partners representing high, medium, and low transaction volumes. The analysis was conducted using the five principles of Lean Supply Chain Management, namely Define Value, Value Stream Mapping, Flow, Pull System, and Perfection, and was supported by the identification of the Seven Wastes. The research findings indicate that the implementation of Lean Supply Chain Management in the distribution process of the Rumah Pangan Kita Program has been quite successful. However, waste—primarily in the form of waiting time was still identified, caused by digital system synchronization issues, network disruptions, transaction approval queues, and delays in commodity fulfillment under certain conditions. Therefore, proposed improvements focus on reducing waiting times through the optimization of digital systems, enhanced interdepartmental coordination, and better inventory management to make the distribution process more effective and efficient.
PENINGKATAN KUALITAS PELAYANAN MELALUI OPTIMALISASI PENANGANAN KELUHAN NASABAH PADA PT PEGADAIAN UPC CIJERAH KOTA BANDUNG Aliya Rahmasari; Iwan Kurniawan; Eris Yustiono; Anggi Syahadat Harahap
KarismaPro Vol. 17 No. 01 (2026): Karismapro
Publisher : Program Studi Manajemen, Universitas Al Ghifari

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.53675/6yh9gq68

Abstract

Complaint handling is one of the measures that can be taken to improve service quality. However, the implementation of complaint handling at PT Pegadaian UPC Cijerah still faces challenges, particularly in documenting complaints submitted directly by customers. This study aims to describe the implementation of customer complaint handling, identify the obstacles encountered, examine its relationship with service quality, and formulate recommendations for optimizing complaint handling at PT Pegadaian UPC Cijerah in Bandung City. This study uses a qualitative method with a case study approach. Data were collected through observation, interviews, and documentation involving three internal informants and ten customers selected through purposive sampling. The results indicate that complaint handling has been carried out fairly well through the stages of receiving, recording, processing, responding to and resolving, and evaluating complaints. However, several obstacles remain, including suboptimal recording of direct complaints, changes in customer contact information, and increased customer volume during certain periods. Prompt, responsive, and communicative complaint handling contributes to better service quality. The research output is a digital PEKA (Customer Complaint Recording) form based on Google Forms to support more systematic complaint documentation, monitoring, and evaluation. Thus, complaint handling at PT Pegadaian UPC Cijerah has been implemented fairly well but still needs optimization, particularly in complaint recording and documentation.
Co-Authors Adhika Bergi Nugroho Afandi, Muhamad Nur Afifah Nur Maulinda Agus Rahayu Aliya Rahmasari Alya Rihadatul Aisy Anang Kurnia Anggi Syahadat Harahap Asri, Melati Dewi Ati Rahmawati Bagus Sartono Budi Setiawan Setiawan Caesar Octoviandy Purba Dwiputrianti, Septiana Edah Jubaedah Elisa Salsabila, Nisa Euis Nurmalia Euis Nurmalia Fandi Ahmad Fitriani, Laksmi Gustomo, Sheva Roga Hasna Ruwaidah Nikmatullah Heny Hendrayati Hermawati, Ema Ikaputera Waspada, Ikaputera Islam, Varih Rizky Laksmi Fitriani Laksmi Fitriani Lulu Sani Ardiani Maya Sari Melati Dewi Asri Muhammad Nur Afandi Nanda Ravenska Nur Imam Taufik Puspita, Gita Cahyani Rahmawati, Ati Raisa Rafifiti Choerunnisa Ramdani Priatna Reni Wijayanti Rosalinda Fatrianingsih Saekul Anwar Sarah Asrina Rangkuti Tetty Kurniati Wulandari Atur Rejeki, Putri Yustiono, Eris Yustiono