ABSTRACT
This chapter focuses on how to keep the supply chain staff and organization working together to ensure customer satisfaction. Effective organizations maintain the desired level of individual and organizational performance through training and other performance improvement interventions: supervision and monitoring systems, compensation plans, and technical support. The most important decisions top logistics managers make relate to people–human resource decisions involving 'supervision, development, motivation, leadership, performance appraisal, staffing, organizational development, selection and recruiting'. Improving staff performance inevitably improves logistics performance and, ultimately, improves the availability of essential products. Supply chain staff performance is evaluated against defined performance standards, ideally reflected in the worker's job description. The most senior leaders in the programme are expected to know whether these conditions exist in their organization: quality of work life as reported by supply chain staff, morale of supply chain staff, energy level of supply chain staff, and optimism of supply chain staff.
