The Procurement Partnership – Developing relationships to deliver excellent customer service though procurement

Description

Procurement is often a hidden dimension of customer experience but its potential impacts are significant for organisations and their customers. Highly publicised procurement failures have resulted in huge costs, damage to reputation and in some cases harm to the well-being of customers. The Procurement Partnership, focuses on how organisations manage procurement that significantly affects customer experience.

Drawing on the perspectives of procurement managers, customer experience mangers and contractors, we examine how organisations evaluate suppliers and manage supplier relationships. We assess how Covid-19 has impacted procurement and what factors will influence procurement for customer experience in the next 12 months. We identify 10 key enablers of procurement to deliver excellent service. The research is based on interviews with senior executives and an online survey of procurement managers, customer experience managers and contractors.