scholarly journals An Analysis of the Effect of Procurement Procedures on Customer Satisfaction: A Case Study of the United Refineries Limited in Bulawayo

2020 ◽  
Vol 3 (4) ◽  
pp. 113-124
Author(s):  
Paidamoyo Madondo ◽  
Sibongile Manzini
Keyword(s):  
Supply Chain ◽  
Customer Satisfaction ◽  
Network Theory ◽  
Supplier Development ◽  
Customer Preferences ◽  
Red Tape ◽  
Research Population

The exploration sought to analyse the effects of procurement procedures on customer satisfaction through a case study of United Refineries Limited. As the industry in Zimbabwe had been enlarging in size and intricacy, so too did the challenges met across the procurement sector. Instances of such challenges comprised inter alia varying customer preferences, the requirement for ecological practices and the need to sustain relationships in the supply chain. The study was based on the network theory which highlighted that businesses in a network cannot create procurement procedures at liberty and independently without involving others in the network. The investigation assessed the effect of procurement procedures on customer satisfaction through the utilisation of the descriptive design. The research population comprised of 107 employees and 25 customers aggregated based on daily walk-ins. The sample was 84 respondents for employees and 20 for customers in terms of which judgmental sampling was utilised. The results showed that the majority of customers were not satisfied with procurement procedures given the incidence of malpractices such as bureaucracy and red-tape which fought against the effectiveness of procurement procedures which led to dissatisfaction as well as substantial discrepancies in procurement procedures. It was concluded that the strategic significance and the latent forthcoming influence of procurement procedures at United Refineries was impossible to ignore. There existed room for improvement in procurement procedures to bring about customer satisfaction. Recommendations included, training, supplier development and supplier streamlining.

Carnival Corporation: The Challenges of Cutting Costs While Maintaining Quality and Customer Satisfaction

2018 ◽  
pp. 1-16
Author(s):  
Dick Verbeek
Keyword(s):  
Supply Chain ◽  
Supply Chain Management ◽  
Customer Satisfaction ◽  
Customer Service ◽  
Chain Management ◽  
Cruise Line ◽  
Management Issues

This case study has been developed to facilitate discussion about current supply chain management issues and potential solutions. The scenario presented in this case is very representative of the pressures experienced by supply chain managers. Namely, the need to reduce costs while maintaining quality and customer service. This case presents some unusual challenges and constraints that are unique to the cruise line industry. These constraints can provide an opportunity to explore new supply chain paradigms.

scholarly journals Development Of Convenience Store System In Japan: Toward The Synchronization Of Production And Distribution

2011 ◽  
Vol 5 (10) ◽  
Author(s):  
Hisao Fujimoto
Keyword(s):  
Supply Chain ◽  
Supply Chain Management ◽  
Network Theory ◽  
Evolutionary Process ◽  
Convenience Store ◽  
Chain Management ◽  
Production And Distribution ◽  
Advanced System

This paper presents a finding from a case study of the convenience store system in Japan. Based upon two theories, strategic network theory and postponement-speculation theory, the evolutionary process of the supply chain management in the convenience store system is explained. Seven Eleven Japan, which is one of the large convenience store chains, has been developing its advanced system for several merchandise categories. This system is beyond the boundary of convenience store chains. The synchronization of production and distribution is persistently being aimed under the condition of the instantaneous consumption.

Vendor Managed Inventory and Strategy

2020 ◽  
Vol 9 (3) ◽  
pp. 1-20
Author(s):  
Alan D. Smith
Keyword(s):  
Supply Chain ◽  
Supply Chain Management ◽  
Customer Satisfaction ◽  
Basic Research ◽  
Vendor Managed Inventory ◽  
Chain Management ◽  
Research Show ◽  
Global Reach

Vendor-managed inventory (VMI) may be perceived as a business agreement between a supplier and a buyer in which the supplier manages the customer's inventory for a fee. The purpose of this paper is to examine potential and current VMI relationships between two large Pittsburgh-based companies, mostly from a global reach perspective. The initial findings of the research show that not implementing a VMI system could potentially hurt these companies, while supporting the basic research proposition that VMI will increase customer satisfaction ratings and revenues for both companies. Within this case study, there are several main questions throughout the paper. These questions are what are the goals in the case study of supply chain management (SCM) in terms of their operations? How will these goals affect the operations? What are the different perspectives from the buyer and supplier? Will the need to implement a global SCM strategy continue to exist, especially under the pressures of Covid-19?

scholarly journals Involving, Countering, and Overlooking Stakeholder Networks in Soft Regulation: Case Study of a Small-to-Medium-Sized Enterprise’s Implementation of SA8000

2021 ◽  
pp. 000765032110175
Author(s):  
Manal El Abboubi ◽  
Ashly H. Pinnington ◽  
Stewart R. Clegg ◽  
Katerina Nicolopoulou
Keyword(s):  
Supply Chain ◽  
Network Theory ◽  
Actor Network Theory ◽  
Social Accountability ◽  
Actor Network ◽  
Stakeholder Networks ◽  
Sensemaking Theory ◽  
Novel Approach ◽  
International Social

To achieve effective stakeholder governance in the context of international social accountability certification (SA8000) requires constructing a network of agreement. In a case study of a small-to-medium-sized enterprise (SME), we examine managers’ attempts at enrolling participants in the supply chain to investigate how they strive to engage these stakeholders. We adopt actor-network theory (ANT) and sensemaking theory to develop a novel approach to understanding social accountability (SA) standards’ certification in stakeholder networks. We argue that the design and operation of any SA standard across a network requires not only attempts at enrolling other participants in the supply chain but management contextualizing and problematizing the terms of their involvement.

scholarly journals Customer Satisfaction Assessment of E-Supply Chain Quality in Online Shopping: A Case Study

2020 ◽  
Author(s):  
Maryam Abdirad ◽  
Krishna Krishnan
Keyword(s):  
Supply Chain ◽  
Customer Satisfaction ◽  
Structural Equation ◽  
Online Shopping ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Key Factors ◽  
Proposed Model

The purpose of this study is to examine the influence of Services Quality (SQ) of E-Supply Chain (E-SC) on customer satisfaction (CS) in online shopping. After a comprehensive review of the literature, the key factors of E-SC, CS, and SQ identification were selected. Then, the proposed conceptual model was presented. To validate this model, the data was collected through a survey of 150 respondents to diagnose customers’ satisfaction including online customers of “Digikala” online websites in Iran. The model was examined based on the partial least square-structural (PLS). Sample data was analyzed using SPSS21 and PLS. The proposed model was validated using factor analysis and structural equation modeling techniques. The results indicated that E-supply chain management(E-SCM) has a direct impact on CS. The effect of SQ is also confirmed. There is a positive and significant relationship between E-SCM and CS, E-SCM and SQ, and also, SQ and CS (P> 0.05).

scholarly journals Cross-departmental collaboration in strategic sourcing as a catalyst for supplier development: The case of Eskom

2017 ◽  
Vol 17 (1) ◽  
Author(s):  
Mzoxolo E. Mbiko ◽  
Tatenda Mbara ◽  
Elana Swanepoel
Keyword(s):  
Supply Chain ◽  
Research Design ◽  
Case Study Research ◽  
Supplier Development ◽  
Multiple Sources ◽  
Operating Model ◽  
Strategic Sourcing ◽  
Face To Face ◽  
Development Objectives

Objective: The objective was to analyse the integration of and collaboration between strategic sourcing and supplier development at Eskom, South Africa’s primary electricity supplier, and to determine how strategic sourcing can be a catalyst for supplier development.Problem investigated: To address fragmented and inefficient procurement, Eskom instituted two departments, Commodity Sourcing (CS), to drive strategic sourcing, and Supplier Development and Localisation (SD&L), to drive supplier development. The problem is that collaboration between CS and SD&L has not materialised and thus their mandates have not been entirely achieved.Research design: A case study research design was employed, drawing from multiple sources of data to triangulate findings. Managers from two departments, CS and SD&L, were separately surveyed, while face-to-face interviews were conducted with executive management.Results: The findings revealed a lack of planning, implementation and monitoring of supplier development in the strategic sourcing process of CS. Although the procurement spend in CS is used to drive supplier development objectives, from the perspective of SD&L, in practice this does not fully materialise.Originality and/or value of the research: The study is unique as it focuses on cross-departmental collaboration within the organisation, rather than collaboration across the supply chain with external partners. From insights into the dysfunctional relationship between the departments, solutions for increased collaboration and effective supplier development could be suggested.Conclusion: For strategic sourcing to be a catalyst of supplier development, it is essential that an integrated strategic sourcing operating model incorporating the objectives of both CS and SD&L be developed.

scholarly journals Maintaining Relationships With Supply Chain Partners: A Case Study

2010 ◽  
Vol 6 (1) ◽  
Author(s):  
Charles J. Quigley Jr ◽  
Frank G. Bingham Jr
Keyword(s):  
Supply Chain ◽  
Customer Satisfaction ◽  
Customer Service ◽  
Global Supply Chain ◽  
Service Program ◽  
Communication Infrastructure ◽  
Market Leader ◽  
Customer Satisfaction And Loyalty

This case study describes efforts of a market leader in the communication infrastructure industry to assess the relationships they have developed with their global supply chain partners.  Changes in the industry have resulted in geographic shifts of existing and potential supply chain suppliers and customers.  In an effort to determine if commitment to customer service has resulted in increased customer satisfaction and loyalty, research was conducted to assess their performance.  The results of this research were compared to previous research to determine if their service program has successfully differentiated them from their competitors.

Blockchain in Supply Chain: Case Study of Lottemart Ciputat

2019 ◽  
Vol 5 (1) ◽  
pp. 38-49 ◽  
Author(s):  
B. K. Handoyo ◽  
M. R. Mashudi ◽  
H. P. Ipung
Keyword(s):  
Decision Making ◽  
Supply Chain ◽  
Supply Chain Management ◽  
Information Asymmetry ◽  
New Technology ◽  
Business Case ◽  
Analysis Method ◽  
Chain Management ◽  
Production Processes

Current supply chain methods are having difficulties in resolving problems arising from the lack of trust in supply chains. The root reason lies in two challenges brought to the traditional mechanism: self-interests of supply chain members and information asymmetry in production processes. Blockchain is a promising technology to address these problems. The key objective of this paper is to present qualitative analysis for blockchain in supply chain as the decision-making framework to implement this new technology. The analysis method used Val IT business case framework, validated by the expert judgements. The further study needs to be elaborated by either the existing organization that use blockchain or assessment by the organization that will use blockchain to improve their supply chain management.

Sign in / Sign up

Export Citation Format

Share Document