The importance of assessing supplier performance to achieve value for money and satisfied customers at the University of KwaZulu Natal.

Abstract

The study investigates the importance of supplier performance in achieving value for money and satisfied customers at the University of KwaZulu Natal, identifying challenges and recommending strategic improvements. The research objectives are to determine the Impact of supplier performance focusing on the quality of service, to evaluate service quality and consistency components, to assess the effectiveness of current procurement policies in the appointment of a suitable supplier, to assess the supplier's contribution to establishing a competitive advantage through effective selection and performance management processes. The study reveals critical challenges of ineffective procurement policies, inadequate supplier evaluation, and limited technology integration. The study proposes a centralized supplier management system, automated supplier database management, performance tracking and evaluation metrics, collaborative partnerships with suppliers, and a computerized supplier engagement platform. The qualitative method approach helps the study investigate the current state of supplier performance management at UKZN, revealing significant challenges that hinder effective service delivery. The study’s key findings indicate ineffective procurement policies and procedures, inadequate supplier evaluation and selection processes, limited technology integration and automation, insufficient performance tracking and evaluation metrics, and inadequate supplier collaboration. The study proposes a robust framework for enhancing supplier management, including developing centralized supplier management systems, implementing automated supplier database management, establishing performance tracking and evaluation metrics, fostering collaborative partnerships with suppliers, and integrating technology-enabled supplier engagement platforms. Effectively implementing this strategy will enhance supplier relationships, improve procurement efficiency, reduce supply chain risks, and increase competitiveness. This study contributes to the body of knowledge on supplier management, providing actionable insights for UKZN and similar organizations seeking to optimize their procurement processes and improve service quality. UKZN’s procurement department should develop and implement a centralized supplier management system; management should conduct regular training and capacity-building programs for procurement staff and foster a collaborative relationship with suppliers.