The Impact of Order Discrepancy Handling and Operational Informational Sharing on Supply Chain Performance: The Mediating Role of Supply Chain Visibility

Abstract

In the modern world where the competition is very high and the economies are interconnected. Supply chain performance has emerged as a key element of business success. Particularly for retail businesses in developing countries like Pakistan. Although in the global market supply chain practices are very advanced, still many retail companies in Pakistan struggle with inefficiencies such as order discrepancies, limited information sharing, and lack of visibility across their supply chain networks. These issues not only slow down operations but also impact customer satisfaction, operational costs, and trust between supply chain partners. This research investigates the influence of two critical operational practices—Order Discrepancy Handling (ODH) and Operational Information Sharing (OIS)—on overall Supply Chain Performance (SCP), while also inspecting the mediating role of Supply Chain Visibility (SCV). This study uses Resource-Based View (RBV) as a theoretical foundation. This study adopts a quantitative research approach, gathering data from 229 professionals working in the retail supply chain sector across Rawalpindi and Islamabad. Respondents included individuals with varying levels of experience, roles, and educational backgrounds. They gave a well-rounded perspective on current practices in the field. The findings reveal that both ODH and OIS significantly contribute to better supply chain outcomes. Companies that actively manage order discrepancies and promote transparent, timely sharing of operational data tend to experience improved coordination, fewer disruptions, and greater customer satisfaction. A key finding of this study is that supply chain visibility (SCV) plays a major mediation role in improving performance. This means that when firms can track their supply chain activities in real time, it boosts the benefits of handling order issues and sharing information. Supply chain visibility allows companies to identify potential issues earlier, by which they can make proactive decisions, and make a response more swiftly to switch in demand or supply conditions. This study is useful for researchers, practitioners and policy makers. For researchers, it shows how different parts of supply chain operations—like handling order discrepancies and sharing information—are connected and how they affect overall performance, especially in places with fewer resources. For business managers and policymakers, the study gives practical advice: use advanced technology to improve visibility, encourage teamwork and open communication, and create clear systems to deal with order issues. In a country like Pakistan, where many businesses still use old systems and informal ways of working, these steps can help companies become more organized, efficient, and ready to handle future challenges. In conclusion, this study shows that improving supply chain performance isn’t just about solving individual issues. It is all about creating systems that can work together, share information, and adapt quickly when things change. Businesses in Pakistan face growing pressure from digital advancements and global competition. It is important to adopt practices that improve visibility, encourage transparency, and support teamwork. These changes are not only helpful for solving current problems but are also key to long-term success and staying competitive in the future.