| Sumario: | In a digital freight forwarding company, all operational activities—from RFQ creation to shipment delivery—are managed through the ELI Trade application. The RFQ (Request for Quotation) process is a critical determinant of business success, primarily influenced by timeliness and pricing accuracy. Company data from 2023 indicate that the KPI for RFQ pricing speed, measured from "Create RFQ" to "Approve Bid," stands at 92.1%, falling short of the 95% target by 2.9%. This gap highlights the need for process evaluation and improvement. This research aims to analyze and enhance the RFQ offer process using Process Mining (PM) techniques applied to event log data from the end-to-end shipping workflow captured by the ELI Trade platform. The event logs, containing shipment case identifiers, activities, and timestamps, were processed to discover the actual operational process model. Subsequent analysis identified process duration, variations, and deviations from the company’s Standard Operating Procedures (SOP). A cause-and-effect analysis was then used to determine the root causes of inefficiencies. The results revealed delays in approval and bottlenecks in pricing validation activities that contributed to the KPI gap. Based on these insights, the study proposes process redesigns to streamline workflow execution, reduce lead time, and align operations with SOP targets. The implications of this research extend beyond the RFQ process, providing the company with a data-driven approach to monitor and continuously improve its logistics operations, ultimately enhancing operational effectiveness, decision-making, and overall service efficiency.
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