RISK MANAGEMENT PROCESS TO REDUCE CLOSING TIME DELAYS IN EXPORT SHIPMENTS: A CASE STUDY OF PT XYZ SEMARANG

Objective: The logistics industry plays a strategic role in international trade, particularly in export shipment delivery through freight forwarding companies. PT XYZ Semarang, an EMKL and freight forwarding company, faces a persistent closing time delay problem, recorded at 34 incidents in 2024 and rising to 43 incidents in 2025, incurring an open closing fee of IDR 832,500 per container. This condition arises from the absence of a structured risk management system, leaving the company with a purely reactive approach to risk handling. Methods: This study employs a descriptive qualitative approach with data collected through in-depth interviews with four informants, field observation, and documentation review. The risk management process follows the ISO 31000 framework, encompassing four stages: risk identification, analysis, evaluation, and treatment. A Fishbone Diagram with 5M categorization was applied for risk identification, while a 5×5 Risk Matrix was used for risk analysis and evaluation. Results: Fifteen risk factors were identified across five 5M categories. Insufficient truck fleet (R-07) and stuffing delays (R-10) were rated Very High (score 16), while lack of inter-divisional coordination (R-03), CEISA and TPKS system downtime (R-09), and port congestion (R-15) were rated High. Four obstacles to risk management implementation were also identified: resource limitations, technology constraints, absence of standardized guidelines, and low risk culture awareness. Novelty: This study lies in the integrated application of the Fishbone Diagram and 5×5 Risk Matrix within an ISO 31000 framework to address closing time delays specifically in an Indonesian EMKL company, a context underrepresented in existing literature. The findings confirm that this combination can serve as an accessible and structured risk governance tool for mid-scale freight forwarding companies that have not yet established formal risk management systems.