Electronic goods stock delivery system
Abstract : Effectiveness of electronic inventory system is very vital on customer service delivery. Without effectiveness, the customers will judge businesses harshly. The study evaluated the extent to which electronic inventory systems are used by supermarkets in Kenya. It also sought to determine the level to which lead-time variability resulting from the use of electronic inventory systems affects customer service delivery. The study also aimed at evaluating how the service quality created with electronic inventory systems has on customer service delivery in the selected supermarkets. A descriptive survey research design was adopted for the study with a target population of two thousand five hundred and forty nine respondents (2549) of which forty nine (49) were management staff and two thousand five hundred (2500) were customers of the five major supermarkets in Kenya. A census was conducted among the managers and supervisors while a sample of ninety two (92) was picked from the customers making the total sample size for the study three hundred and eighty one (141). For customers, Stratified-sampling design was used to achieve the desired representation from the total population and the sample size for each stratum was allocated proportionately. Data was collected using questionnaires, which were tested for reliability using Cronbach’s Alpha. Data collected was analyzed through Pearson’s correlation and the Chi-square test to test the hypothesis. From the analysis the researchers established that majority of the supermarket chains had integrated the use of electronic inventory systems which had enhanced effective customer service delivery. Lead time had also been influenced positively the use of electronic inventory systems as well as the quality of service delivery which in turn led to effective customer service delivery. The researchers recommended continuous improvement on the use of electronic inventory systems to ensure enhanced customer service delivery.
? The turbulent global markets have created fragmented demand for goods and services making companies prioritize the demand of their customers.
? Inventory management is the process of efficiently overseeing the constant flow or units into and out of an existing inventory.
? It is an attempt to balance inventory needs and requirements with the need to minimize costs resulting from obtaining and holding inventory.
? This usually involves bringing a new product or service quickly into the market, delivery of the existing products or services to customers quickly after order placement and handling customer complaints quickly.
? In a study on Implementing an Effective Inventory Management System it was found out that Inventory control problems often result from record and physical count discrepancies which may ultimately lead to higher than preferred inventory levels.
? This findings show that through use of electronic inventory systems supermarkets were able to solve their customers problems.
? The analysis was based on four major attributes of accuracy, responsiveness, reliability and problem solving and majority of the respondents agreed that through use of EIS the supermarkets had provide quality resulting in customer service delivery.
? The EIS systems have led to accuracy of service delivery, increase responsiveness to consumers’ needs, increased reliability and greater problem solving, improving on the quality of service delivery thus better customer service delivery.
• The use of electronic inventory has led customers to expect products and services to be made available in increasingly shorter lead times.
• Shorter lead times offer a number of benefits which including decreasing stock holding costs and releasing money to be used for other activities in the organization.
• It also helps to lower inventory protecting an organization against risk or loss, damage and obsolescence.
• These systems will be used to manage inventory levels, reduce inventory costs, lead-time, increase inventory turns and customer service.
• They will promote flexibility, on time delivery hence leading to customer satisfaction.
? The emerging technologies, businesses are still struggling to improve in their performance in inventory control as well as eliminate manual systems.
? Inventory management is the process of efficiently overseeing the constant flow or units into and out of an existing inventory.
? It is difficult to maintain internal accuracy in the inventory levels and meet customer requirements efficiently if inventory is not properly coordinated and maintained using electronic inventory systems.
? ERP management systems can improve costs, productivity, reduce time lag, reduce waste, and improve overall efficiency.
? Customer service delivery refers to the fulfillment of customer’s orders efficiently, effectively and at the minimum cost.
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