AN ANALYSIS AND IMPROVEMENT OF BOOKING PROCESS IN EXPORT OPERATIONS: A CASE STUDY OF A FREIGHT FORWARDING AGENT

Abstract

This study aimed to analyze and improve the operational process of the outbound cargo booking department in a maritime freight forwarding company by applying Lean Management principles and the ECRS (Eliminate, Combine, Rearrange, Simplify) technique to eliminate waste, reduce processing time, and enhance overall workflow efficiency. This applied research utilized both qualitative and quantitative data collected through observation, interviews, and time-motion studies of employees’ actual work activities. The collected data were analyzed using Lean tools, including the fishbone diagram, process flow chart, and value stream mapping, to identify delays and non-value-added activities. The findings revealed that improving the workflow through the application of the ECRS principles (Eliminate, Combine, Rearrange, Simplify) significantly enhanced the overall operational efficiency. A comparison of pre- and post-improvement processes showed that the number of workflow steps was reduced from 57 to 52, representing a decrease of 8.77 percent. The total average processing time was reduced from 745.45 minutes to 614.65 minutes, equivalent to a 17.54 percent decrease, indicating that the workflow became more streamlined and efficient after the improvement. Notably, the closing and cost-submission process achieved the greatest time reduction at 27.72 percent, followed by the outbound customs clearance process, which decreased by 22.19 percent. Additionally, the cargo space booking and document verification process, as well as the document delivery process to customers, reduced processing time by 13.66 percent and 12.19 percent, respectively.