Assessing construction material manufacturers’ warehouse processes from a customer satisfaction perspective
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Date
2021-03-25
Journal Title
Journal ISSN
Volume Title
Publisher
Journal of Transport and Supply Chain Management
Abstract
Background: The objective of warehouse processes is to satisfy customer’s desires and
requirements whilst using house, equipment and labour effectively. However, in Nigeria
studies have revealed operational problems in warehousing and a lack of customer satisfaction
in the delivery of construction materials.
Objectives: The aim of this study was to evaluate the level of customer satisfaction with
the delivery of construction material from the manufacturers’ warehouses to customers or
other terminals, with a view to improving the operations.
Method: This article adopted a case study research design method in which quantitative
data were collected and analysed. The target population was the North-Central geo-political
zone of Nigeria. A total of 32 construction material manufacturers were purposively selected
from the zone. The observation and measurement approaches were adopted for data
collection. A total of 72 customers’ orders were observed and recorded to be representative
of deliveries from the sampled (n = 32) manufacturers’ warehouses to other terminals. A
customer quintile benchmark metric was also adopted for analysis and for comparing field
results with best practices.
Results: The findings revealed that the involved construction material manufacturers’
warehouse processes, were suboptimal and ineffective in terms of perfect order completion
and total order cycle time. These results indicated major opportunities for improvement.
Conclusion: This article concludes with providing construction material manufacturers with
information about their warehouse processes that might help to ensure that the construction
material arrives at its final destination in optimal quality, time and cost.
Description
Keywords
construction materials, warehouse process, customer satisfaction, effectiveness, construction.