Standard time of import paperwork clearance department for sustainability organization performance in forwarding company

In order to achieve sustainable performance, it was emphasized for an organization for improvement of the standard performance. This paper attempts to propose a benchmark for the standard time to complete daily paperwork received at a forwarding company by using the define-measure-analyse-improve-control (DMAIC) approach. Results showed that the import clearance agent required 3 days or more to clear paperwork for duty or tax confirmation. The impact led to delayed shipment delivery, caused by customer dissatisfaction and company loss of trusts amongst customers. It was also found that that the number of paperwork received daily was 516, distributed among an average of 15 employees, from January to April 2018. Each employee received an average of 34 paperwork daily. The amount of paperwork received by each employee was at alarming level. The time required to complete paperwork for duty/tax confirmation were 3 days or more for most of the employees, which stood at 62%. Therefore, based on the results of the findings, the proposed benchmark of the standard time for paperwork clearance should not be more than 1 day to allow for same day delivery to the customers, as per the commitment promised by the company