Supply Chain Agility and Customer Satisfaction
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Date
2011-09
Authors
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Journal ISSN
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Publisher
Kampala International University, bachelors degree in supply and procurement
Abstract
Most companies have achieved a competitive advantage over others as a result of supply
chain Agility to their customers aimed at customer satisfaction. Examples of such companies
include service providers like MTN, CEL TEL, W ARID, IBM which deliver
telecommunication services to people, also beverage companies like Coca Cola, Crown
beverages.
However, despite the shortening product life cycles, environmental forces create additional
uncertainty resulting in higher risk in supply chain management; organisations have failed to
deliver to their expectations of their customers like UMEME leading to customer
dissatisfaction.
Therefore the purpose of the study has been to find out how supply chain agility affects
customer satisfaction with a view to generate recommendations for effective management of
the organization.
The researcher used the data gathered from secondary sources, like news paper, journals, text
books, internet. Data collection methods that were used are, document analysis and internet,
data was processed edited and presented.
During the study, the researcher made the following conclusion. Organizations need to align
with suppliers and customers to stream line operations as well as working together to achieve
a level of agility beyond individual companies in order to achieve a competitive edge in the
rapidly changing business environment.
The following are the recommendations that were made in order to improve performance of
the organization. Organization should align processes to customer satisfaction and
organization strategy, work hand in hand with the customers in customer complaint analysis
and devise means of solving them.
Description
A Research Report Submitted To Kampala International School Of Business And Management In Partial Fulfillment Of The Requirement For The Award Of Bachelors Degree In Supplies And Procurement
Keywords
Supply Chain Agility, Customer Satisfaction