Case Study: How to eliminate Service Quality Issues and Supply Chain Management issues in telecom industry

Introduction

Service plays a crucial role in supply chains, which is why it is given importance in literature. Many studies have presented different definitions of service supply chain systems (SSCS) and service supply chain management (SSCM) (Wang et al. 2015). Supply chain management (SCM) is an integration of all key business processes from suppliers to end users, where information adds value for customers and other stakeholders (Habib, 2011). It also includes coordination and collaboration between key channel partners, which shows that SCM integrates the supply and demand mechanism (Mukhamedjanova, 2020). Furthermore, supply chain management (SCM) is a process of production flow of products or services, which involves all parts from sourcing to delivery of goods or services to the customers. Where, service quality (SQ) is essential for customer satisfaction and loyalty, which enhances a company’s market share and profitability (Abdirad & Krishnan, 2022). This shows that service quality is an essential part of supply chain management. 

Similarly, this report will focus on supply chain issues, based on service quality issues identified in Assessment 1. Assessment 1 identified service quality problems in the Vodafone 5G home internet package. Vodafone is a telecommunication company, where service is a critical success factor and helps the companies to gain a competitive edge in the market. It is related to the actual service performance and customer satisfaction with the services provided. This is also aligned to the five key dimensions of service quality, i.e. reliability, responsiveness, assurance, empathy, and tangibles (Alhkami, & Alarussi, 2016). Hence, this report aims to analyze the supply chain of Vodafone's Home Internet service, to highlight the potential and existing problems and challenges. Based on this, recommendations will be provided to overcome and improve the identified issues.