Transforming supply chains through digitalization: an analysis of key elements, challenges, enablers and performance metrics: a case study in telecommunication companies (Econet wireless, Netone and Telcel Zimbabwe)
- Author
- Manguwo, Rufaro
- Title
- Transforming supply chains through digitalization: an analysis of key elements, challenges, enablers and performance metrics: a case study in telecommunication companies (Econet wireless, Netone and Telcel Zimbabwe)
- Abstract
- The rapid advancement of digital technologies is fundamentally reshaping global supply chains, making them more interconnected, responsive and data-driven. This dissertation investigates the transformative potential of digitalization within the supply chains of Zimbabwe’s telecommunications sector, focusing on three major players which are Econet Wireless, NetOne and Telecel. The study explores key elements, challenges, enablers and performance metrics associated with digital transformation, aiming to provide actionable insights for improving operational efficiency, customer satisfaction and competitiveness. The research focused on two groups of employees at the three companies particularly Supply Chain Experts and Digitalization Specialists Experts. Data was gathered through questionnaires and document analysis with participants selected using purposive sampling. Notably, the study achieved an 88% response rate from the distributed questionnaires, ensuring a thorough and comprehensive collection of data. This approach provided valuable insights into the research study in the Telecommunication companies on Transforming Supply Chains through Digitalization. The findings show that all three companies have made progress toward digitalization but remain only partially digitalized. The companies shared challenges include limited budgets, aging infrastructure and resistance to change while company-specific issues like digital skills gaps at Telecel and infrastructure limitations at NetOne further complicate the process. Technologies such as Artificial Intelligence (AI), the Internet of Things (IoT) and Enterprise Resource Planning (ERP) stand out as having the greatest potential to revolutionize supply chain operations. Success in digital transformation however, depends on strong leadership, a culture of innovation and effective partnerships with technology vendors. The study also introduces a localized framework of performance metrics including Key Performance Indicators (KPIs), Return on Investment (ROI) and customer satisfaction so as to track the impact of these digital initiatives. In conclusion, while Zimbabwe's telecom companies have taken significant steps toward digital transformation, achieving full digitalization will require strategic investment, workforce training and collaboration across organizations. This research provides valuable insights for both academics and industry stakeholders, offering a detailed analysis of digital supply chain transformation in an emerging market. Future studies could explore the role of advanced technologies like blockchain and machine learning as well as expand the scope to include other sectors.
- Date
- May 2025
- Publisher
- BUSE
- Keywords
- Digitalization
- Supply chain transformation
- Telecommunications
- Challenges
- Supervisor
- Mr. Pande
- Item sets
- Department of Economics
- Media
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RUFARO MANGUWO.pdf