ABSTRACT

1. This study focused on the impact of supply chain management on the

service quality of food establishments in Kabacan, Cotabato. It aimed to do the

following: 1) describe the economic profile of the establishments, 2) determine

the impact of supply chain management on service quality among food

establishments in Kabacan, and 3) enumerate the problems encountered in the

supply chain on service quality of food establishments. This study used a

descriptive survey research design to determine the impact of supply chain

management in the service quality among food establishments in Kabacan,

Cotabato. The respondents of this study managers/owners of the selected food

establishments in Kabacan, Cotabato. The selected food establishments were

the following: CIM Snack Lounge, Jollipetz, Kabacan Takoyaki Box, Karidad,

Love Bite, Orro Resto, Area 8Tea1, Raphael’s Restaurant, Rebel Cook Kabacan,

and Tom’s Pizza. The researcher used a self-structured questionnaire to gather

responses from the managers. The researcher asked permission from the

managers/owners to conduct the survey into their food establishment regarding

the impact of supply chain management on service quality of food establishments

in Kabacan, Cotabato. Upon approval, the researcher provided a printed

questionnaire to be answered by the respondents. Based on the results, majority

of the supply chain managers are 21-30 years old, female, and have a work

experience of either 1 year and below or 3-4 years. The impact of supply chain

management on the service quality of food establishments in Kabacan, Cotabato

are the following; food establishments can modify its products quickly to meet

customer requirements, respond quickly to changes in market demand, provides

a high level of service to its key customers, and consider the management of the

supply chain as vital in the activities of the business. Most of the food

establishments can quickly introduce new products in the market, comply with

the delivery dates and quantities promised consistently, and adapt to delivery

schedules and meet customer requirements. Some of the food establishments

have short cycle time to comply with the orders of the customers, offer incentives

for performance in supply chain, and has processes that can adjust to changes in

volume and mix products quickly in relation to its competitors. Supply chain

management has positive effects on the service quality of the food

establishments. Supply chain management has provided better collaboration,

improved quality control, higher efficiency rate, customer demand persisting,

shipping optimization, reduced overhead costs, improved risk mitigation, better

chore of suppliers, visible customer satisfaction improvement, and reduced

expenses in their establishment. On the other hand, negative effects of supply

chain management are avoided by being aware of supply chain risks and

exposures in one product line, knowing critical suppliers, periodical collection of

risk information, developing supply chain risk mitigation strategies, backup plans

on dealing with suppliers who do not want to be partners, establishing an on-

going process of assessing supply chain risks, having preliminary discussions

about supply chain risk management, and partnering with critical suppliers to

mitigate the risk of supply chain management on its service quality.