An Evaluation on the Effectiveness of Sustainable Inventory Accuracy on Customer Service Metrics: The Case of Western Furniture, Mogoditshane

Abstract

This study sought to examine the impact of inventory accuracy on customer service metrics at Western Furniture, Mogoditshane, Botswana. It aimed to evaluate how accurate inventory records contribute to improved customer service delivery and to identify the key challenges that arise due to inventory discrepancies. According to Wild (2017), inventory accuracy not only enhances operational efficiency but also directly contributes to improved customer experiences. Poor inventory practices, on the other hand, often result in customer complaints, delays and lost sales. The study highlighted that for a competitive retail environment like Western Furniture, maintaining real time and reliable inventory records is critical to meeting customer expectations consistently. To achieve this, the study adopted a mixed method approach, targeting both store employees, managers and customers through interviews and questionnaires. The findings of the study revealed that challenges such as manual stock taking, human errors and lack n of frequent audits significantly affect inventory reliability. Moreover, it was discovered that these inaccuracies lead to missed sales opportunities and lower customer satisfaction levels. This is in line with SDG 12 which emphasizes responsible consumption and production. Keywords are; inventory accuracy, sustainability, customer service metrics, profitability and service delivery.