Identification of Quality within the Warehousing Function - A Study within Protea Chemicals

Abstract

The process of warehousing is an integral component of every logistics system as it is the primary link between production, suppliers and customers. Warehousing should play a pivotal role by providing a desired level of customer service at the lowest possible total cost. If a logistics system functions effectively, warehouse facilities are able to reduce stock outs whilst simultaneously reducing inventory levels which leads to improved customer service levels. One of the most complex challenges that an organisation encounters is determining what customers (internal or external) truly values. Once an organisation has determined what factors customers value, only then can the organisation begin to attempt to put in place measures and systems to ensure that customer satisfaction is achieved. This research study aims at investigating the efficiency of warehousing within Protea Chemicals, with specific reference to the quality of its service. It investigates operational staff, line management and internal customers’ perceptions of Protea Chemical’s warehouse quality.