Effective supply chain management (SCM) is essential for municipalities to provide quality services
to residents, foster economic development, and improve the overall quality of life. However,
municipal managers encounter various challenges in maintaining effective SCM service quality,
especially in emerging markets such as South Africa. These obstacles can result in inefficiencies,
intensified costs, and decreased service quality, ultimately impacting the well-being of residents.
This study intends to investigate the barriers to effective SCM service quality in the Ngaka Modiri
Molema District Municipality, located in the North-West Province of South Africa. Specifically, this
study seeks to identify the key barriers faced by municipal managers in ensuring effective SCM
service quality and to provide recommendations for addressing these challenges.
The study is grounded in contingency theory, which emphasizes the importance of adapting
management approaches to suit specific contexts and challenges. This study utilised a qualitative
research method, employing semi-structured interviews to gather data from selected participants.
Face-to-face interviews were conducted with 30 municipal managers selected using purposive
sampling, and data analysis was conducted using Atlas. ti software.
The study reveals that several factors hinder effective SCM service quality in municipalities. These
factors include inadequate funding, inadequate monitoring and evaluation systems, limited human
resources and skills, unclear roles and responsibilities, irregular budget allocation and infrastructure
maintenance, uncompetitive salaries for skilled workers, ineffective employee training, inadequate
internal audit control, ineffective policy compliance, shortages of skill workers, unreliable service
providers, and maintenance issues with machinery and equipment.
This study provides valuable insights into the barriers to effective SCM service quality in
municipalities, highlighting the need for targeted interventions to address these barriers. The
findings have implications for management, policy, and practice and suggest avenues for further
research. By addressing these challenges, municipalities can improve SCM service quality, enhance
resident satisfaction, and promote economic growth and development.