The Impact of Procured Inputs on Internal Customer Satisfaction: A Case Study of National Water and Sewerage Corporation.

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Kampala International University, bachelors degree in supply and procurement management
This research study was carried out to assess the factors affecting internal customer satisfaction in respect to procured inputs in national water and sewerage corporation (NWSC).for some years NWSC internal customers/users of procured inputs had been complaining about non-availability of the inputs and considered it a major constraint to improve performance in water and sewerage service delivery in towns where NWSC operates. The main objective of the study was to assess factors affecting internal customer satisfaction from the perspective of procured inputs. The theory behind the research is that the efficiency of the procurement process in any organization is increased by the adequacy of the existing procurement policies and procedures and reflected by the extent to which internal customers are satisfied about procured inputs. Data was mainly collected using a questionnaire (appendix 1) and analyzed by computer using excel. Additional data was collected through observations and review of documents. The research covered priority inputs like chemicals, pipes, water fitting and office equipments wholly funded by NWSC between January 1999 and June 2001 and the respondents were NWSC senior and middle management (scalel-5) staff. The findings reveal that procured inputs in NWSC are of good quality and the procurement process is carried out transparently and in a fair manner and internal customer were satisfied with that. However the results that procurement are not made timely, that frequently essential and common items are not available and there is inadequate procurement coordination. This shortcoming could be the cause of internal customer complaints about procured inputs. The research has also revealed inadequacies in procurement polices and procedures as pointed out in section 4.7 the inadequacies in policies and procedures could actually be the major cause of procurement weakness in NWSC and causing the internal customer to complain about procured inputs and contributing to the inefficiency of the public water sector. Recommendation in section 5.2 includes reviewing and improving the adequacy of NWSC procurement policies and procedures, computerization and strengthening of the whole procurement process to be internal customer driven. Therefore one way of reducing procurement weaknesses in the public utilities is to aim to the user (internal customer ) of procured inputs by creating and implementing an enabling procurement policy framework, and consequently end up satisfying the needs of the final water consumer ( external customers)
A Dissertation Submitted To The School Of Business And Management In Partial Fulfillment Of The Award Of A Bachelors Degree In Supplies And Procurement Management Of Kampala International University.
Procured Inputs on Internal Customer Satisfaction, National Water and Sewerage Corporation