NEW NORM IN MANAGING HUB OPERATIONAL EFFICIENCY AND CHALLENGES DURING MOVEMENT CONTROL ORDER: A CASE STUDY AT CJ CENTURY IN KLANG

Abstract

The COVID-19 outbreak is affecting all industries, including logistics which act as the country's economic backbone because of its responsibility for the transportation of goods and products throughout the supply chain. Therefore, this virus outbreak can cause significant harm to a country’s economic growth. In this research. It will highlight how one of the logistic companies in Malaysia, CJ Century Logistics Sdn Bhd maintain its operational efficiency during the COVID-19 outbreak, within the Movement Control Order period. It will focus on the hub department, which is one of the essential logistics elements in assigning the goods to the right location. This research will also discover the challenges and effectiveness of the actions taken to maintain the hub's operational efficiency. This research used a qualitative approach by conducting three interviews with the respective respondents from the company to collect essential data. The results of the study present that the high volume of parcels, delivery issues, an increase of customer complaints, and insufficient manpower are the challenges that the hub department needs to overcome. Besides, the factors that contribute to operational efficiency have been identified, which include great leadership, effective communication, and the practice of new safety protocols. At the end of this study, it was also revealed that all the changes made to the hub division to adapt to the unexpected situation are immensely effective.