International Parcel Delivery and Return Procedures Based on Standard Operating Procedures (SOP): A Case Study of PT Pos Indonesia (Persero) KCU Manado

Abstrak

Abstract

This study aims to describe the implementation of Standard Operating Procedures (SOP) for the delivery and return of international parcels at PT Pos Indonesia (Persero) KCU Manado, identify the obstacles encountered in their implementation, and formulate improvement recommendations. The study was motivated by internal data for the period November 2024–December 2025, recording 168 parcel return cases related to customs documentation, averaging 13 cases per month, indicating a gap between the established SOP and its field implementation. A qualitative case-study approach was employed, with data collected through in-depth interviews, direct observation, and documentation involving six informants: counter and mobile staff, the courier and logistics operations manager, the finance manager, and a customer. Data were analyzed across four subfoci: administrative aspects, customs and regulatory aspects, customer behavior, and internal operations, using the Miles and Huberman interactive analysis model. Results show that SOP implementation is generally consistent with established guidelines, though implementation gaps persist at several points. In the administrative aspect, incomplete sender/recipient data and inconsistent invoice values are the most frequent causes of returns. In the customs and regulatory aspect, the main obstacles are prohibited or restricted goods categories in destination countries and incomplete supporting documents. In the customer aspect, understanding of destination-country requirements typically forms only after experiencing a return. In the internal operations aspect, obstacles stem from limited human resources, information systems, and facilities. These four factors were found to be interrelated within a single cause-effect chain, indicating that international parcel returns are not random events but an accumulation of mappable and preventable failure points. The study recommends strengthening layered document verification, proactive customer education, periodic updating of customs regulatory information, strengthened inter-departmental coordination, strengthened information systems and facilities, and periodic return monitoring and evaluation to reduce international parcel return rates at PT Pos Indonesia (Persero) KCU Manado.

Keywords: Standard Operating Procedure, International Shipping, Parcel Return, Customs, PT Pos Indonesia