Analysis and Mitigation of Operational Risk in Goods Delivery at Lion Parcel Karawang Using the House of Risk Method
Abstract
Lion Parcel Karawang, a logistics company, faces operational risks in its parcel delivery process, including delivery delays, damaged goods, lost parcels, sorting errors, and rising customer complaints. This study identified risk events and measured their severity, prioritized risk agents using Aggregate Risk Potential (ARP), and determined mitigation effectiveness using the House of Risk (HOR) method, Phase 1 and Phase 2. Primary data were collected via questionnaires distributed to internal respondents (couriers, drivers, and administrative staff), with validity and reliability tested using SPSS. Eight risk events (E1–E8) were identified, with severity values ranging from 3.033 to 3.567; packet sorting error (E4) was the most severe. Pareto analysis of eight risk agents (A1–A8) revealed six priority agents accounting for 83.49% of total ARP, led by poor SOP compliance (A7, ARP = 551.50) and admin inaccuracy during sorting (A4, ARP = 479.18). In Phase 2, employee training (PA1) ranked as the top mitigation strategy (ETDk = 5,591.93), followed by periodic performance evaluation (PA6) and SOP improvement (PA2). This study is expected to help Lion Parcel Karawang's management formulate a more structured and targeted operational risk mitigation policy.
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