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EFFECTS OF TOTAL QUALITY MANAGEMENT IMPLEMENTATION ON SUPPLY CHAIN PERFORMANCE IN THE LOGISTICS SERVICE PROVIDERS IN KENYA: A CASE OF DHL


Francis Mbithi

Student, Jomo Kenyatta University of Agriculture and Technology, Kenya

Noor Ismail Shale

PhD in Procurement and Supply Chain Management, Jomo Kenyatta University of Agriculture and Technology, Kenya


ABSTRACT

In trying to gain competitive advantage, supply chain players try to outshine their competitors by providing quality services that meets or exceeds the expectation of customers. Thus, customer satisfaction in this industry is never ending as they face numerous challenges and competition daily. This makes Quality management critical to this sector as they strive to continuously improve their services to meet customers’ expectation. The overall objective of this study was to examine the effects of implementation of Total Quality Management on Supply Chain Performance in Logistics Service providers in Kenya, citing DHL - Kenya. A descriptive research design was used in this study. The study targeted employees of DHL Kenya. Primary data was collected using a questionnaire from the employees of DHL in Nairobi Kenya. From the findings of this study, employee training was found to be fundermental aspect that shapes the workers skills by  offering them  with the relevant competences which are vital recepies that facilitate total quality management. The study found out that resource integration gives unified data integrity that provides reach information required in developing compliance and supply chain management practices at DHL thus reducing operation costs. The study found out that top management support affects the supply chain performance to a great extent and that that Information Technology investment makes contribution to supply chain performance. As the study suggested, it is recommended that DHL should invest more on new technologies to save costs, to improve customer service and supplier relationships, business processes and performance, and to open new business opportunities.


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