Assessment of supplier and process quality during the COVID-19 pandemic : a case study in one of South African manufacturing companies

Abstract

This study focused on assessing the impact of the COVID-19 pandemic on supplier and process quality and how the company responded to the crisis to ensure the seamless continuity of daily operations. The research evaluated the impact of the pandemic on the supplier and process quality departments statistically. The researcher also used statistics to determine whether supplier and process quality departments should implement new processes to mitigate and prevent future disruptions. The study examined employees’ general perceptions of the pandemic, the strengths, and weaknesses of the company, and how the pandemic affected its business, as well as the trends that were happening. The total sample size, as well as sample size for questionnaire and interviews was 27 but only 20 participants manage to participate on interviews and only 25 participants manage to participate on survey questionnaire. The questionnaire was designed and tested using pilot study. A total of 6 employees were interviewed as part of pilot study process. A mixed method research was used, this allowed the researcher to display findings statistically and theoretical. NVivo software was used to analyse qualitative data and SPSS software was used to analyse quantitative data. The findings of the study indicated that the pandemic had a significant impact on both supplier and process quality, with the entire company experiencing disruptions in its supply chain. The company employed various actions, including remote work, a reduced workforce, and virtual meetings to ensure daily operations were carried out. These actions helped the company maintain business continuity and minimise the impact of the pandemic on its operations. The study identified some of the strengths and weaknesses, as well as visible trends within the company, which included its ability to adapt quickly to changes and its adoption of remote working. The study recommends that companies should focus on improving supplier and process quality, enhancing communication with suppliers, and establishing contingency plans to ensure business continuity. Companies should also adopt strategies to avoid inconvenience, such as conducting supply audits, hiring skilled individuals, and ensuring regular training. This research will assist the organisation in realigning its commitment to providing quality products and services. The researcher worked hand in hand with supplier and process quality management to find optimum solutions to COVID-19 challenges such as parts shortages, delays between departments, and absenteeism, as these are the most important factors that affected its business. It was also noted that since the COVID-19 pandemic started, customers” expectations for better-quality products increased. Total quality management (TQM) should be used as a tool to eliminate COVID-19 pandemic related issues in the supplier and process quality department.