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Title: The effects of logistics support on the performance of customer service staff: (case study: UMEME Uganda)
Authors: Chirchir Cheruiyot, Isaac
Keywords: Logistics support
Customer service staff
UMEME Uganda
Issue Date: Jun-2007
Publisher: Kampala International University, College of Economics and Management
Abstract: The purpose of this study was to examine the effects of logistics support on the performance of customer service staff While Umeme standard for customer care was prompt and efficient response to customer complaints, there seemed to be difficulty in meeting this standard due to constraints in logistics support. The study focused particularly on what customer service staff felt about the logistics support that was provided for their work Through literature review the key concepts of logistics development and customer service were defined and explained. Customer service was described from the perspective of internal and external customers. The relationship between logistics support and performance of customer service staff was described in terms of facilitating the capacity of the staff output/productivity as well as motivating them in their performance. The research design was a case study of Umeme electricity distribution service. Self-administered questionnaires and review of written documents were the data collection methods used in the study. Both qualitative and quantitative data was collected and analyzed. Most of the data was presented in form of table and some were presented in form of charts. The study population was the staff of Umeme limited and the target population was the electricity distribution staff The study revealed that the logistics support had a strong impact on the performance of customer service staff. Bottlenecks in logistics support had an adverse effect on the performance of customer service staff in terms of both their output/productivity and their motivation. Some components of logistics support were inadequate for effective customer service. Efficiency of the use of available logistics support seemed to be high because they rarely or never remain idle. Lack of logistic support reduces staff output/productivity, increases anxiety/stress among staff and causes them to abandon work and wait for solution from their superiors. A number of measures were recommended and suggested to reduce the bottlenecks in logistics support and thereby improve the performance of the customer service staff. The result of the study implied that the logistics support system should be critically reviewed with the aim of streamlining it to improve the performance of electricity distribution staff
Description: A Research Project Submitted in (Partial) Fulfillment of the Requirements for the Bachelor’s Degree of Supplies and Procurement Management of Kampala International University
Appears in Collections:Bachelor's Degree in Supply and Procument Management

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