Electronic Theses and Dissertation

Pengelolaan rantai pasok pengadaan barang dan jasa merupakan aspek strategis dalam menjaga kelangsungan dan efisiensi operasional perusahaan, terutama di sektor industri manufaktur. Permasalahan yang sering dihadapi adalah keterlambatan proses administrasi dan pengiriman barang yang tidak tepat waktu, yang berdampak langsung pada produktivitas perusahaan. Penelitian ini mengadopsi pendekatan kuantitatif dengan mengintegrasikan metode Importance Performance Analysis (IPA) dan House of Risk (HOR) untuk mengevaluasi dan mengidentifikasi akar permasalahan serta strategi mitigasi dalam proses pengadaan di PT Pupuk Iskandar Muda. IPA digunakan untuk mengukur kesenjangan antara harapan dan persepsi pengguna layanan terhadap lima dimensi SERVQUAL, sedangkan HOR digunakan untuk memetakan risiko, menentukan prioritas agen risiko, serta menyusun usulan perbaikan berdasarkan rasio efektivitas dan kesulitan implementasi. Penelitian ini bertujuan untuk memberikan solusi strategis berbasis data terhadap permasalahan pengadaan yang berdampak pada rantai pasok. Hasil penelitian menunjukkan bahwa dimensi reliability dan responsiveness memiliki nilai gap tertinggi, masing-masing sebesar -1,32 dan -0,92. Agen risiko prioritas meliputi keterlambatan penetapan pemenang tender dan ketidaksesuaian kualitas SDM. Strategi perbaikan yang diusulkan adalah pelatihan rutin karyawan dan pengembangan sistem informasi terintegrasi. Hasil ini menunjukkan bahwa integrasi IPA dan HOR efektif dalam mengidentifikasi titik kritis serta merumuskan strategi peningkatan kinerja pengadaan.
Kata kunci: Rantai Pasok, Pengadaan Barang dan Jasa, Importance Performance Analysis (IPA), House of Risk (HOR), Manajemen Risiko

The management of goods and services procurement within the supply chain is a strategic component for maintaining operational continuity and efficiency, particularly in the manufacturing sector. Common issues encountered include administrative delays and untimely delivery of goods, which directly impact organizational productivity. This study employs a quantitative approach by integrating the Importance-Performance Analysis (IPA) and House of Risk (HOR) methods to evaluate service quality, identify the root causes of inefficiencies, and formulate mitigation strategies in the procurement process at PT Pupuk Iskandar Muda. IPA is employed to measure the gap between user expectations and perceptions across five SERVQUAL dimensions. At the same time, HOR is used to map risk events, prioritize risk agents, and develop improvement strategies based on the effectiveness-to-difficulty ratio. The research aims to provide data-driven strategic solutions to procurement-related issues affecting the supply chain. Findings indicate that reliability and responsiveness dimensions exhibit the highest negative gaps, at -1.32 and -0.92, respectively. Key risk agents include delays in the issuance of award letters and the inadequacy of human resources in terms of quality and quantity. Proposed improvement strategies include regular employee training and the implementation of an integrated information system. The results demonstrate that the integration of IPA and HOR is effective in identifying critical issues and formulating improvement strategies to enhance procurement performance. Keywords: Supply Chain, Goods and Services Procurement, Importance Performance Analysis (IPA), House of Risk (HOR), Risk Management