Supply Chain Intergration and Service Delivery in the Un peace keeping missions:A case of Monusco in the Democratic Republic of Congo

Abstract

The study examined the effect of supply chain integration on service delivery at MONUSCO in Goma DRC. Three objectives were used namely examining the effect of internal operation integration on service delivery; examining the effect of customer integration on service delivery and examining the effect of material service provider integration on service delivery. The descriptive correlation research design was adopted complemented with both the qualitative and quantitative approaches. Data was collected using questionnaires, interviews and documents. The response rate was 72% from which key findings obtained included a significant positive relationship between internal operation integration (.478**), customer integration (.498**) and material service provider (.431**) with service delivery. From this it is concluded that an organization’s mission defines a positive direction for service delivery; departments are heavily reliant on internal operation integration in a supply chain environment. In addition, well streamlined processes improve service delivery and accurate information improves decision making on service delivery. Furthermore, eliciting accurate information aligns customer integration with timely delivery of services while well established structures better communication whereas poorly aligned hamper it. Collaborative planning promotes material flows from source to destination and adopting the joint demand forecasting helps close supply gaps. Study recommendation identified include holding more regular weekly unit meetings, conducting inventory management refresher courses, introducing more warehouse spot checks; adopting an open policy information sharing; integrating potential material suppliers in the early stages of the procurement processes and embracing joint demand forecasting in supply chain integration.