An assessment of the impact of inventory management on customer service - a case of Alliance One Tobacco Malawi Limited

Kandulu, Tisungeni Wisdom (2015) An assessment of the impact of inventory management on customer service - a case of Alliance One Tobacco Malawi Limited. Masters thesis, University of Bolton.

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Tisungeni Kandulu FINAL DISSERTATION 2015.docx - Submitted Version

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The main purpose of this research was to assess the impact of inventory management on customer service at Alliance One Tobacco Malawi Limited (AOTML). The research examined the importance of managing Inventory with the aim of reducing costs but also satisfying customers. It dwelled much on the different inventory control techniques, principles and concepts that were used in order to minimise inventory problems at AOTML. With the quest to reduce Inventory at AOTML the study looked at the impact of excess inventory, stock outs and maintaining low levels of inventory. Inventory was referred to as all items that an organisation kept as current assets, and Inventory control was regarded as consisting of all activities and procedures used to ensure that the right amount of each item was held in stock. It was very critical to any processing organisation that emphasised on customer satisfaction to keep substantial levels of inventory so that processes went uninterrupted. It was in line with company objectives to make sure that inventory was well managed so that costs were minimised, customers were satisfied, and operations undisrupted. The researcher understood that a lot of literature had already been generated and reviewed about inventory management and therefore the study was set against the background of inventory management problems at Alliance One Tobacco Malawi Limited (AOTML) in particular where it was indicated that inventory problems were often leading to disruptive operations. This was something that the researcher found very interesting and wanted to assess its impact. By reviewing concepts like JIT, MRP, Vendor Managed Inventory and other theories in inventory management, the study evaluated how AOTML will minimize stock outs and excess inventory to improve service delivery by initiating measures that necessitated accountability to all stakeholders involved in inventory management. The study used an interpretivist philosophy and a collection of qualitative data was used mainly through un-structured interviews with sampled key members of Alliance One Tobacco Malawi Limited. The study used mixed methods as its choice in data collection. where to add on from the qualitative data collection, quantitative data was also collected and used through questionnaires. The research also used an evaluation of secondary data such as reports. The information in the research findings can be used by management of AOTML to initiate changes for better management of inventory. The results of effective and efficient inventory management were numerous and so were the challenges which the research revealed in its findings.

Item Type: Thesis (Masters)
Additional Information: Electronic version of the dissertation submitted in partial fulfillment of the requirements for the degree of MSc in Supply Chain Management awarded by University of Bolton in conjunction with Malawi Institute of Management
Uncontrolled Keywords: Inventory management, Vendor managed inventory, Materials Requirement Planning, inventory policy, Alliance One Tobacco Malawi Limited
Divisions: University of Bolton Theses > Off-campus Division
Depositing User: Tracey Gill
Date Deposited: 16 Feb 2017 10:00
Last Modified: 07 Jun 2019 08:14

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