| Operational function plays an important role on a courier service company because this function is responsible for the quality of service provided. A proper control design is needed in operational function so that the quality of the service provided is comply to the service level agreement in order to provide a comply the quality of service with the service level agreement. Management audit needs to be done to evaluate the effectiveness and efficiency of the operational functions of the company. Author interested to perform a management audit of operational functions on PT TIKI Jalur Nugraha Ekakurir, which is the largest courier company in sales in Indonesia. Author restrict the issues of the study on the expedition process at PT TIKI Jalur Nugraha Ekakurirr Intracity Division, from reception process to document’s proof of delivery processing. Based on management audit performed, the operational functions TIKI PT Nugraha Ekakurir has been implemented effectively and efficiently, except for some findings in this thesis that the authors point out. For these findings, the author has provided suggestions for improvements to the management of PT TIKI Jalur Nugraha Ekakurir Intracity Division which is expected be able to improve the effectiveness and efficiency of operational functions. |