Quality systems in Supply Chain Management an Empirical Study of Canteen Stores Department Depots

Abstract

Supply Chain Management is a process that covers the integration of suppliers, manufacturers, storage of the goods, packaging, inventory control and at the end, delivery. All these activities must be controlled to make an efficient chain in any organisation. An attempt has been made in the present thesis work to study the Supply Chain of the Canteen Stores Department Depots focusing on the systems that eventually affect customer satisfaction in one of the largest retail institutions in the Country. newlineSince, no specific work had been undertaken to study the Canteen Stores Department, its functioning or efficiency parameters, the main objective of the study was to focus on the operational efficiency of the system, the demand and supply procedures as also its effect on customer satisfaction. newlineThe study programmed adopting an empirical approach towards achieving tangible results of identifying the existing demand and supply mismatch, analysis of the procedures, user satisfaction level and efficacy of existing Supply Chain Management tools. The methodology used in the research initially starts with forming a framework for assessing the operational efficiency of the Canteen Stores Department and the demand and supply procedures. The analysis of the response to questionnaire which has constituted the Primary Data and the reports from Unit Run Canteens and Canteen Stores Department Depots which constituted the Secondary Data confirm the fact that there is scope for major improvements in the system for customer satisfaction. newlineThe findings emerging out of the study could constitute the base levels from which concrete and progressive steps towards smooth flow of the supply chain could be achieved. The study has concentrated on the important stake holders, the clients, and the management. It has adopted a quantitative approach and has been able to identify the problems being faced in the supply chain, which further necessitates development of better quality systems in the supply chain model to effectively address the void created by the