An investigation into the supply chain processes of a multi business firm : a case study

Abstract

Undoubtedly, customer satisfaction and high service quality affects the performance of every organisation and supply chain collaboration is recognized as a powerful way for an organisation to achieve competitive advantage. This thesis examines the supply chain management in a retail multi-business organisation, highlighting the importance given to customer satisfaction in today’s highly competitive business environment. In such industry, an efficient supply chain and good customer service might establish long-term relationship with customers. Total customer satisfaction and value added activities are the most important issues that affect the performance, survival and ultimately success of any organisation. Furthermore, these cannot be achieved unless the firm realise the opportunity in establishing an efficient supply chain throughout its operations. Subsequently, for this thesis in-depth interviews were conducted within a multi-business firm to examine the different purchasing processes that are key in competing in such fierce competitive industry. Moreover, the research explores how logistics processes, inventories and supplier relationships works towards establishing an efficient supply chain process and ensures good customer service and customer satisfaction.