An assessment of the management of information sharing in the order processing system at Diplomat South Africa.

Abstract

Supply chain management is essential in steering an enterprise to success through coordinated activities of the value chain partners. The achievement of fast-moving consumer goods business organisations (FMCGs) has a direct relationship with the overall performance of supply chains, which are their principal distribution channel. Although it is known that sharing information improves the overall performance of a supply chain, information such as pricing or promotional strategy is often kept proprietary for competitive reasons. The supply chain of Diplomat South Africa (DSA), a Sales and Distribution company, and the corresponding supply chains were studied to establish whether the internal relationships enhanced the response to the customers’ requirements. The study was grounded in collaboration and integration theory, and a qualitative research methodology was used. Non-probability sampling was used, and five senior managers from the Sales Department, Demand Planning, Operations, Masta Data, and Credit control/Finance Department were selected from the firm and were interviewed. The data collected were transcribed, coded, and thematically interpreted using content analysis. The aim of the study was to assess the management of information sharing in the order processing systems at DSA. Further, to determine whether they can appropriately use the information sharing tool and the level of transparency of information sharing amongst the departments involved in the order processing. The outcome of the study indicated that supply chain problems were department-specific, and it is recommended that information sharing and supply chain management be cohesive throughout each department at Diplomat South Africa. Employees’ collaboration in the information sharing of the FMCGs at Diplomat South Africa would enhance the response to the client’s requirements.