Information Communications Technology on Supply Chain Operational Performance and Service Delivery

Abstract

The aim the study was to establish the influence of Information Communications Technology on supply chain operational performance and service delivery using crown beverages as a case study. The specific objectives of the study were to assess the impacts of ICT adoption on supply chain operational performance, to examine the role of ICT in enhancing service delivery within crown beverages and to explore employee perceptions on adaptation to ICT based supply chain process. The study used a quantitative research design approach whereby numerical data was collected and analyzed using statistical methods. The study also adopted a qualitative research design approach as it also focused on findings which could not be expressed numerically such as perceptions. The study targeted a population of 25 respondents from different the departments at crown beverages. It also employed a simple random sampling technique as it allowed every element of the population to have a chance of inclusion in the study. Both primary and secondary data was used in the study. The data collection methods used in the study were observation, interview, and questionnaire. Data was analyzed, interpreted and presented using tables and pie-charts. The study further looked at the findings on impacts of ICT adoption on supply chain operational performance which included; improved communications, enhanced visibility, reduction in costs, optimized inventory management, improved supplier relationship management, increased efficiency and productivity. The study findings indicated the role played by ICT in enhancing service delivery which involved enhancing effective communication, provision of personalized and customized services, automation to ensure efficient service process, data driven decision making improvement in security and 24/7 availability. The study findings went ahead to explore employee perception on adaptation to ICT based supply chain process where many suggested that it would improve communications, there would be enhanced production and efficiency through automation, improved data accuracy, a threat to their job security, resistance to change, data security concerns and there would be self-development of employees. The study concluded that, with adaptation of ICT based supply chain process comes very many positive impacts and plays a vital role in enhancing service delivery within the chain. As supply chain becomes more complex and competitive globally in today's world market, organizations have to strategize, create and adapt the use of ICT in line with supply chain operations in order to ease activities and build long-term relationships among stakeholders of the supply chain.