Dimensional impact of supply chain management on service delivery quality in South African municipalities

Abstract

Background: South African municipalities face numerous supply chain management (SCM) challenges that limit their effectiveness and efficiency in executing their service delivery mandate. Applying appropriate SCM models is an important step towards optimising service delivery quality (SDQ).

Objectives: The aim of the study is to investigate the impact of SCM dimensions on SDQ in selected South African municipalities.

Method: A quantitative method was employed using 315 purposively selected SCM role-players drawn from municipalities in two South African provinces. The collected data were analysed using partial least squares structural equation modelling to test the hypothesised relationships.

Results: The results show that the SCM dimensions, which include strategic supplier partnership, information sharing and supply chain innovation, positively impacted supply chain robustness (SCR) and, in turn, positively linked with SDQ. However, customer relationships, cross-functional teams, strategic sourcing and internal lean practices negatively impacted SCR. Similarly, SCR significantly mediated the relationships between information sharing, strategic supplier partnership, supply chain innovation and service delivery.

Conclusion: The study identifies SCM dimensions that are critical drivers of municipal service delivery. It further reveals how the robustness of municipal supply chains enriches service delivery by mediating its relationship with SCM.

Contribution: This study emphasises the importance of SCM in the fulfilment of service delivery imperatives in municipalities. Its results will aid in the strategic implementation of relevant SCM practices in South African municipalities.