INFLUENCE OF LEAN STRATEGIES ON COST AND REDUCING NONE VALUE ADDED SERVICES IN THE OPERATIONS OF THE UN SERVICE CENTERS: A CASE OF DEPARTMENT OF FIELD SUPPORT (DFS), UNITED NATIONS

Purpose: The purpose of this study was to establish the influence of lean strategies on cost and reducing none value added services in the operations of the UN Service Centers and to explore the extent to which the Global Service Center (GSC) and the Regional Service Center (RSC) are useful tools in fostering service delivery through a robust SCM system.Methodology: The study employed a qualitative research design. The study targeted all the senior managers at Director Levels at the GSC and the RSC and all the senior operational staff from supply chain and service delivery pillars in three (03) large Field Missions. These field missions are namely United Nations Stabilization Mission in Congo (MONUSCO); United Nations Mission in South Sudan (UNMISS); and the United Nations Support Office for AMISOM (UNSOA). This study used purposive sampling technique. The researcher purposively sampled fifteen (15) personnel; with three (03) participants each from the GSC, RSC, and three (03) participants each from the three (03) Field Mission. Primary data was obtained from the original sources using questionnaires and interview.Findings: Results revealed that the use of lean strategies had not produced any noticeable result because of its infancy. Results also revealed that the use of lean strategies assisted the DFS gained economy of scale, centralization, standardization and higher global visibility on resources across Field Missions. Furthermore, results also showed that with the use of lean strategies, the DFS was able to transfer core supply chain functions from LSD to GSC. For instance, Global Asset Management is one example, and it allowed for better global visibility of resources across the organization. Results showed that UN Service Centers and Field Mission did not understand the needs of the end customer. Hence, the DFS ought to make changes on its operations in a bid to achieve customer satisfaction. Results showed that UN Service Centers and Field Mission did not understand the needs of the end customer. Hence, the DFS ought to make changes on its operations in a bid to achieve customer satisfaction. The results revealed that GSC and RSC-E as tools are quite useful, but there is still room for improvement. The results also revealed that GSC and RSC-E as tools have strengthened the Department's capacity as well as the asset management. Unique contribution to theory, practice and policy: The study recommends the incorporation of balanced performance knowledge in the integration of people, processes, technology and customer service level to ensure customer satisfaction while proving economy and effectiveness in dedicated resources. Shared and remote services help optimize resources, minimize the number of support staff in danger zones, balance workload and ensure business continuity. The study also recommends that DFS should foster a continuous performance improvement mindset among staff through planning, doing, checking and taking corrective actions on a balanced scorecard that integrates and aligns staff motivation and interest to the objectives of the organization. Also, objective and fair work plan and performance management are an ingredient to foster continuous improvement.

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MANAGERIAL CHALLENGES IN USING LEAN TECHNIQUES IN DESIGNING A COMPREHENSIVE CHARACTERIZATION OF ORGANIZATION LOGISTICS AND PHYSICAL DISTRIBUTION SYSTEM: A CASE OF DEPARTMENT OF FIELD SUPPORT (DFS), UNITED NATIONS

International Journal of Supply Chain and Logistics ◽

10.47941/ijscl.v1i2.124 ◽

2017 ◽

Vol 1 (2) ◽

pp. 28

Author(s):

Michael Boima Kemokai

Keyword(s):

Supply Chain ◽

United Nations ◽

Performance Management ◽

Distribution System ◽

Sampling Technique ◽

Primary Data ◽

Large Field ◽

Physical Distribution ◽

Comprehensive Characterization

Purpose: The purpose of this study was to identify the managerial challenges in using lean techniques in designing a comprehensive characterization of the organization logistics and physical distribution system. The study further sought to determine the extent to which these challenges impact the logistics and physical distribution of goods and informed managerial practices.Methodology: The study employed a qualitative research design. The study targeted all the senior managers at Director Levels at the GSC and the RSC and all the senior operational staff from supply chain and service delivery pillars in three (03) large Field Missions. These field missions are namely United Nations Stabilization Mission in Congo (MONUSCO); United Nations Mission in South Sudan (UNMISS); and the United Nations Support Office for AMISOM (UNSOA). This study used purposive sampling technique. The researcher purposively sampled fifteen (15) personnel; with three (03) participants each from the GSC, RSC, and three (03) participants each from the three (03) Field Mission. Primary data was obtained from the original sources using questionnaires and interview.Findings: The results revealed that DFS did face various challenges in the implementation of lean strategies and that the operational difficulties experienced within its operations across field missions resulted in reduced customer satisfaction, increased supplier lead time and increased operational costs. The respondents indicated that they experienced a lack of understanding of the complexity of supply chain at the senior leadership level whereby most initiatives are tainted with personal agenda as a consequent the biggest hurdle to overcome is gaining enthusiasm and trust of the staff. They also indicated that there is a high risk of asset waste and loss due to assets remaining in stock for over one year without use. Further, they indicated that there are weaknesses in the management of construction or “self-constructed” projects; and weaknesses in the restructuring of the department of peacekeeping operations.Unique contribution to theory, practice and policy: The study recommends that DFS should foster a continuous performance improvement mindset among staffs through planning, doing, checking and taking corrective actions on a balanced scorecard that integrates and aligns staff motivation and interest to the objectives of the organization. Also, objective and fair work plan and performance management are an ingredient to foster continuous improvement

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Management and Organization in Transportation and Logistics

Handbook of Research on the Applications of International Transportation and Logistics for World Trade - Advances in Logistics, Operations, and Management Science ◽

10.4018/978-1-7998-1397-2.ch013 ◽

2020 ◽

pp. 224-235

Author(s):

Nilüfer Rüzgar

Keyword(s):

Supply Chain ◽

Supply Chain Management ◽

Customer Satisfaction ◽

Literature Review ◽

Service Delivery ◽

Business Environment ◽

Point Of View ◽

Art And Science ◽

Chain Management ◽

Organizational Activities

In today's business environment, in which organizations try to outpace their rivals, the power of management and organization come into prominence. Management, as an art and science, constitutes great importance in terms of creating sustainability in the organizations, and sustainability acts as an important agent for being successful in the competition. Especially supply chain management is evaluated to be among the most crucial organizational activities, which needs to be heavily focused on, in order to create customer satisfaction in the process of product and/or service delivery. Furthermore, as it is known, supply chain management is the key element of transportation and logistics. This chapter scrutinizes the importance of management and organization in transportation and logistics. With this purpose, a literature review presents the study both in a historical and contemporary point of view.

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AN ANALYSIS OF LOGICAL CONSISTENCY IN THE APPLICATION OF LEAN TECHNIQUES TO IMPROVE BUSINESS PROCESSES AND SERVICE DELIVERY: A CASE OF DEPARTMENT OF FIELD SUPPORT (DFS), UNITED NATIONS

International Journal of Supply Chain and Logistics ◽

10.47941/ijscl.v1i2.90 ◽

2017 ◽

Vol 1 (2) ◽

pp. 1

Author(s):

Michael Boima Kemokai

Keyword(s):

Service Delivery ◽

United Nations ◽

Performance Monitoring ◽

Business Processes ◽

Sampling Technique ◽

Monitoring And Evaluation ◽

Primary Data ◽

Large Field ◽

Logical Consistency ◽

Internal Resources

Purpose: The purpose of this study was to establish the logical consistency in the application of lean techniques to improve the DFS business processes and service delivery and to create logistical pinch-points that improved the logistics and physical distribution of goods from the GSC and RSC to Field Missions.Methodology: The study employed a qualitative research design. The study targeted all the senior managers at Director Levels at the GSC and the RSC and all the senior operational staff from supply chain and service delivery pillars in three (03) large Field Missions. These field missions are namely United Nations Stabilization Mission in Congo (MONUSCO); United Nations Mission in South Sudan (UNMISS); and the United Nations Support Office for AMISOM (UNSOA). This study used purposive sampling technique. The researcher purposively sampled fifteen (15) personnel; with three (03) participants each from the GSC, RSC, and three (03) participants each from the three (03) Field Mission. Primary data was obtained from the original sources using questionnaires and interview.Findings: The respondents indicated that the logical consistencies observed needed an understanding, through measurement, a reordering model that included lead time, reorder point, and safety stock. The respondents also indicated that the consistencies observed mainly relates to the overall approach of being more customer oriented while trying to optimize business processes and workflows. However, the respondents indicated that there were limitations in how the various organizations diversely applied lean concepts. There was no clear guidance provided on areas requiring higher prioritization; consistency throughout the departments, divisions and, missions when changes are applied (i.e. in structures, and functional organizational units). Additionally, lean analyzes were conducted mainly by internal resources that may not have been completely objective on areas being investigated, therefore bringing bias and subjectivity. Internal resources using lean techniques may not have been complete. Finally, the respondents indicated that there is no clear guidance yet. Policies and training have to be provided to staff prior implementing lean techniques.Unique contribution to theory, practice and policy: The study recommends that there is need to establish formal strategic plans to direct and align the work of the organization and supported by objectives and data-driven performance monitoring, analysis, and reporting. The study also recommends that there is a need for more efficient monitoring and evaluation of all GA resolutions and audit recommendations. The organization needs to monitor the manner of compliance with the provisions of the memorandums of understanding.

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AN ANALYSIS OF LOGICAL CONSISTENCY IN THE APPLICATION OF LEAN TECHNIQUES TO IMPROVE BUSINESS PROCESSES AND SERVICE DELIVERY: A CASE OF DEPARTMENT OF FIELD SUPPORT (DFS), UNITED NATIONS

International Journal of Supply Chain and Logistics ◽

10.47941/ijscl.90 ◽

2017 ◽

Vol 1 (2) ◽

pp. 1-27

Author(s):

Michael Boima Kemokai

Keyword(s):

Service Delivery ◽

United Nations ◽

Performance Monitoring ◽

Business Processes ◽

Sampling Technique ◽

Monitoring And Evaluation ◽

Primary Data ◽

Large Field ◽

Logical Consistency ◽

Internal Resources

Purpose: The purpose of this study was to establish the logical consistency in the application of lean techniques to improve the DFS business processes and service delivery and to create logistical pinch-points that improved the logistics and physical distribution of goods from the GSC and RSC to Field Missions.Methodology: The study employed a qualitative research design. The study targeted all the senior managers at Director Levels at the GSC and the RSC and all the senior operational staff from supply chain and service delivery pillars in three (03) large Field Missions. These field missions are namely United Nations Stabilization Mission in Congo (MONUSCO); United Nations Mission in South Sudan (UNMISS); and the United Nations Support Office for AMISOM (UNSOA). This study used purposive sampling technique. The researcher purposively sampled fifteen (15) personnel; with three (03) participants each from the GSC, RSC, and three (03) participants each from the three (03) Field Mission. Primary data was obtained from the original sources using questionnaires and interview.Findings: The respondents indicated that the logical consistencies observed needed an understanding, through measurement, a reordering model that included lead time, reorder point, and safety stock. The respondents also indicated that the consistencies observed mainly relates to the overall approach of being more customer oriented while trying to optimize business processes and workflows. However, the respondents indicated that there were limitations in how the various organizations diversely applied lean concepts. There was no clear guidance provided on areas requiring higher prioritization; consistency throughout the departments, divisions and, missions when changes are applied (i.e. in structures, and functional organizational units). Additionally, lean analyzes were conducted mainly by internal resources that may not have been completely objective on areas being investigated, therefore bringing bias and subjectivity. Internal resources using lean techniques may not have been complete. Finally, the respondents indicated that there is no clear guidance yet. Policies and training have to be provided to staff prior implementing lean techniques.Unique contribution to theory, practice and policy: The study recommends that there is need to establish formal strategic plans to direct and align the work of the organization and supported by objectives and data-driven performance monitoring, analysis, and reporting. The study also recommends that there is a need for more efficient monitoring and evaluation of all GA resolutions and audit recommendations. The organization needs to monitor the manner of compliance with the provisions of the memorandums of understanding.

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Evaluation of collection methods in reverse logistics by using fuzzy mathematics

Benchmarking An International Journal ◽

10.1108/bij-05-2013-0062 ◽

2015 ◽

Vol 22 (3) ◽

pp. 393-410 ◽

Cited By ~ 10

Author(s):

Anil Jindal ◽

Kuldip Singh Sangwan

Keyword(s):

Supply Chain ◽

Customer Satisfaction ◽

Reverse Logistics ◽

Operating Cost ◽

Value Added ◽

Strategic Decision ◽

Fuzzy Mathematics ◽

Content Type ◽

Investment Value ◽

Collection Methods

Purpose – The efficiency and effectiveness of reverse logistics (RL) is dependent on collection methods as the collection activities are critical in determining the economic viability of the entire recovery chain. The purpose of this paper is to evaluate the various collection methods used in RL under uncertain environment. Design/methodology/approach – An integrated fuzzy multi-criteria decision model has been developed for the evaluation of various collection methods. The evaluation has been done based on the criteria of initial investment, value added recovery, return volume, operating cost, degree of supply chain control, and level of customer satisfaction. The three alternatives used in the study are collection by the manufacturer directly from the customer, collection by the retailer, and collection by the third party. The fuzzy analytical hierarchy process has been used to compute the criteria weights and fuzzy technique for order preference by similarity to ideal solution has been used to rank the alternative collection methods. Fuzzy mathematics has been used to take care of uncertainties in the RL. Findings – Selection and evaluation of alternative collection methods is affected by multiple criteria like initial investment, value added recovery, return volume, operating cost, degree of supply chain control, and level of customer satisfaction. The utility of the proposed evaluation methodology has been validated by solving a case example from automotive company. Originality/value – The proposed methodology will provide a useful tool to the decision maker for the evaluation and selection of the alternative collection methods in RL. This will help companies in strategic decision making to prioritize and develop collection facilities accordingly.

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MANAGERIAL CHALLENGES IN USING LEAN TECHNIQUES IN DESIGNING A COMPREHENSIVE CHARACTERIZATION OF ORGANIZATION LOGISTICS AND PHYSICAL DISTRIBUTION SYSTEM: A CASE OF DEPARTMENT OF FIELD SUPPORT (DFS), UNITED NATIONS

International Journal of Supply Chain and Logistics ◽

10.47941/ijscl.124 ◽

2017 ◽

Vol 1 (2) ◽

pp. 28-54

Author(s):

Michael Boima Kemokai

Keyword(s):

Supply Chain ◽

United Nations ◽

Performance Management ◽

Distribution System ◽

Sampling Technique ◽

Primary Data ◽

Large Field ◽

Physical Distribution ◽

Comprehensive Characterization

Purpose: The purpose of this study was to identify the managerial challenges in using lean techniques in designing a comprehensive characterization of the organization logistics and physical distribution system. The study further sought to determine the extent to which these challenges impact the logistics and physical distribution of goods and informed managerial practices.Methodology: The study employed a qualitative research design. The study targeted all the senior managers at Director Levels at the GSC and the RSC and all the senior operational staff from supply chain and service delivery pillars in three (03) large Field Missions. These field missions are namely United Nations Stabilization Mission in Congo (MONUSCO); United Nations Mission in South Sudan (UNMISS); and the United Nations Support Office for AMISOM (UNSOA). This study used purposive sampling technique. The researcher purposively sampled fifteen (15) personnel; with three (03) participants each from the GSC, RSC, and three (03) participants each from the three (03) Field Mission. Primary data was obtained from the original sources using questionnaires and interview.Findings: The results revealed that DFS did face various challenges in the implementation of lean strategies and that the operational difficulties experienced within its operations across field missions resulted in reduced customer satisfaction, increased supplier lead time and increased operational costs. The respondents indicated that they experienced a lack of understanding of the complexity of supply chain at the senior leadership level whereby most initiatives are tainted with personal agenda as a consequent the biggest hurdle to overcome is gaining enthusiasm and trust of the staff. They also indicated that there is a high risk of asset waste and loss due to assets remaining in stock for over one year without use. Further, they indicated that there are weaknesses in the management of construction or “self-constructed” projects; and weaknesses in the restructuring of the department of peacekeeping operations.Unique contribution to theory, practice and policy: The study recommends that DFS should foster a continuous performance improvement mindset among staffs through planning, doing, checking and taking corrective actions on a balanced scorecard that integrates and aligns staff motivation and interest to the objectives of the organization. Also, objective and fair work plan and performance management are an ingredient to foster continuous improvement

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Application of Value Stream Mapping in E-Commerce: A Case Study on an Amazon Retailer

Sustainability ◽

10.3390/su14020713 ◽

2022 ◽

Vol 14 (2) ◽

pp. 713

Author(s):

Yanfang Qin ◽

Hongrui Liu

Keyword(s):

Supply Chain ◽

Customer Satisfaction ◽

Logistic Models ◽

Value Added ◽

Value Stream Mapping ◽

Chain Process ◽

Scoring Method ◽

Value Stream ◽

Online Retailers ◽

Supply Chain Process

In recent years, the e-commerce market has grown significantly, and the online retail market has become very competitive. Online retailers strive to improve their supply chain operations to reduce costs and to improve customer satisfaction. Value stream mapping (VSM), a tool created by the lean production movement to identify and reduce errors, losses, and lead time and to improve value-added activities, has been proven to be effective in many manufacturing processes. In this study, we investigate the application of value stream mapping (VSM) in the supply chain of an e-commerce retailer on Amazon. By visualizing the entire supply chain with VSM, the waste that is produced during the delivery process from the retailer to the customer was identified. The five whys method was then applied to find the root cause of the waste. Furthermore, a scoring method was developed to evaluate and compare two different supply chain logistic models to identify a strategy for improvement. This study provides a systematic methodology to understand, evaluate, and improve the entire e-commerce supply chain process utilizing VSM. It was demonstrated that the methodology could improve supply chain management efficiency, customer satisfaction, and cost reduction.

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How the New Rules of Exchange on Markets Are Justified

Voprosy Ekonomiki ◽

10.32609/0042-8736-2011-3-104-123 ◽

2011 ◽

pp. 104-123

Author(s):

V. Radaev

Keyword(s):

Supply Chain ◽

Value Added ◽

Slotting Allowances ◽

Consumer Markets ◽

Depth Interview ◽

Retail Managers

Continuous relational conflicts between market sellers in Russian consumer markets are derived not only from redistribution of value added in the supply chain but also from a lack of legitimacy faced by the new rules of exchange. The paper explains the economic meaning of slotting allowances and other additional contract requirements as viewed by market sellers. A major source of data comes from a series of in-depth interview with retail managers and their suppliers.

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An Integrated Servqual and Gap Model in Evaluating Customer Satisfaction in Budget Hotels in Nairobi City County, Kenya

International Journal of Current Aspects ◽

10.35942/ijcab.v3iii.6 ◽

2019 ◽

Vol 3 (II) ◽

pp. 41-70

Author(s):

Florence Wanjiku Njau ◽

Mary Mutisya Mutungi ◽

Rayvisic Mutinda

Keyword(s):

Data Analysis ◽

Customer Satisfaction ◽

Service Quality ◽

Service Delivery ◽

Qualitative Data ◽

Service Design ◽

Moderating Effect ◽

The Body ◽

Gap Model ◽

Customer Expectations

Increasingly, hotel industry has witnessed rapid growth in the 21stcentury and as a result competition within the industry has also intensified. This competition has been fueled by the preoccupation of service quality to add value and strengthen the complete guest experience. However, a major challenge facing the sector is the aspect of service quality particularly in budget hotels which target price sensitive customers. These hotels provide the customers with satisfactory core product at a reasonable price but tend to focus more on profits than on customer satisfaction. The services offered are not standardized and service quality variability is a challenge. The study used an integrated SERVQUAL and Gap model to evaluate customer satisfaction in budget hotels in Nairobi City County, Kenya. The specific objectives of the study were to determine the effect of service design on customer satisfaction, establish the effect of service delivery on customer satisfaction and determine the moderating effect of management perception of service quality on customer satisfaction in budget hotels in Nairobi City County, Kenya. The study adopted a cross sectional survey design and was conducted in 50 budget hotels. A sample size of 334 drawn from the hotel managers, customers and employees were involved in this study. Systematic random sampling technique was used to select the study sample for customers and employees. Data were collected through use of questionnaires and interviews. Both descriptive and inferential statistics was used in data analysis. The study hypotheses were tested was tested using multiple regression (ANOVA) and qualitative data from management perception was analyzed using qualitative data analysis (QCA). The regression analysis indicated that all five dimensions of service quality in service design were significant (0.000) when tested at 95% confidence level. The model was found to be significant. Correlation analysis indicated that the service design factors that had significant impact were realization of assured service in reliability (p = .044 < .05), responsiveness in informing the customers about the time of service delivery (p = .000< .05) and empathy in that operating hours are convenient to customers (p = .030 < .05). The other variables did not have significant values. The results indicate that there are gaps in the budget hotels under study between service design and customer satisfaction. Relationship between service delivery and customer satisfaction was found to be positive but not all the variables were significant. The study findings indicated that four variables; good location (p = .115 > .05), closeness to main city facilities (p = .527 > .05), someone recommended hotel (p = .665 > .05), and good experiences from the hotel (p = .458 > .05) did not have no significant values. This implied that these variables did not have an effect on customer satisfaction resulting in a gap between service delivery and customer satisfaction. This indicated that the service delivery did fully not meet customer expectations. Management perception was found to have a moderating effect between service quality and customer satisfaction. The study concluded that although managers seemed to have a reasonably good understanding of the customer and developed service designs for quality service delivery, the services delivered still fell short of customer expectations. The study therefore recommends that to enhance customer satisfaction, management needs to focus on the changing needs of their customers and develop service designs that twill offer service delivery that satisfies the customer. The study makes some contribution to the body of knowledge as an integrated model in evaluating customer satisfaction. This is an open-access article published and distributed under the terms and conditions of the Creative Commons Attribution 4.0 International License of United States unless otherwise stated. Access, citation and distribution of this article is allowed with full recognition of the authors and the source.

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