The effect of supply chain flexibility in achieving customer delight: An analytical survey in the General Company for Electrical and Electronic Industries

Abstract

The research aims to test the effect of the flexibility of the supply chain with its dimensions (the flexibility of the mix, the flexibility of the new product, the agility of the supply chain and the flexibility of distribution) on the customer’s happiness. The problem of the research is the lack of interest of the management of the company in question (the General Company for Electrical and Electronic Industries) in applying some dimensions of the flexibility of the supply chain and in a way that meets the needs and desires of renewable customers and in a way that enhances the achievement of joy for them, and for the purpose of achieving the objectives of the research and answering the questions, the questionnaire was adopted as a tool for collecting data that was distributed to a sample An intentional group of (55) respondents represented by (the general manager of the company, his assistant, department managers, factory managers and their agents), and a number of statistical methods were adopted to know the level of importance of research variables as well as to test hypotheses using the statistical program (SPSS V.28), and accordingly The researchers adopted the descriptive-analytical approach. In light of the achieved results, the most important of which was the presence of a significant effect of the flexibility of the supply chain on the customer’s joy, a number of conclusions were formulated, the most important of which is that the management of the company in question is differently interested in applying the dimensions of the flexibility of the supply chain to achieve the customer’s joy, as it focuses largely on the dimensions of chain agility. Processing and distribution flexibility, which affects the depth of cooperation links between the company’s management and suppliers, giving it the ability to get rid of activities that do not add value within the supply chain and provide a variety of reliable and safe products that are delivered on time, and based on the formulated conclusions, a set of The most important recommendations were to increase the interest in adopting all dimensions of the flexibility of the supply chain, especially with regard to the flexibility of the mixture and the flexibility of the new product if the company's management wanted to enhance the joy of its customers.