Future of Procurement: Customer Centric Approach

by Obella Marie D. Ronsairo and Francis J. Custodio, FEBRUARY 2021

Photo by Andrea Piacquadio on Pexels.com

Let’s face it, Procurement is blamed for having outdated non-integrated technology, hard to understand policies and procedures, limited insights on purchases being made, overall contributing to frustration rather than alleviating it. Customer expectations have fundamentally changed in recent years, and in the procurement function of the future, customer centricity will be a focus in all aspects of procurement including systems, processes, and people. Procurement will be a true business partner, not a spend gatekeeper, and business partners will recognize the value add from procurement and want to work with them.

To deliver this, procurement will:

  • Provide a seamless user-friendly experience that is relevant to the complexity of the work
  • Fill a relationship broker role, requiring a high degree of emotional intelligence and empathy both on the customer and supplier side.
  • Be a key contributor in the business planning process.
  • Act as a broker to product, skills, and sources of innovation to solve the business problems.
Photo by Pixabay on Pexels.com

It’s no longer business as usual for procurement. The scale and speed of transformation required to address the mix of disruptors impacting procurement are unprecedented. The key to success is to proactively develop a blueprint for how your procurement organization can turn these disruptors into an opportunity for competitive advantage and growth. 

On the other side, it is also true that procurement priorities lie in cost savings, risk management, supplier adoption, and relationship, spend under management, compliance, and the list goes on. Though top-performing procurement teams are now working towards developing a customer-centric approach to their daily operations. Many are reaping benefits from it too.

The key is not to view customer-centricity as a short-term initiative, but a fundamental operating strategy. Procurement’s regular focus and tasks are traditionally ordering, sourcing, contracting, and in simplified terms – providing the right goods/services at the right time in the right place for the right price. What if we replace all those roles with only one singular mission – to support organizational goals and objectives? 

Then everyone will be on the right track to becoming customer-centric.

Source:

https://advisory.kpmg.us/insights/future-procurement/future-procurement-customer-centric.html

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About the writer:

Obella Marie D. Ronsairo. Loves to feature life and see the beauty of every side of the stories. Have been with the newsletter team for almost two years since becoming part of the MPTSouth family. Gained a lot of fun, experience and knowledge through this growing team and helped her to develop more of her skills in writing and creativity.

Francis J. Custodio. Is a Industrial Engineer who loves to think outside the box.  Also like the saying “Work Smart not Hard”. Always curious and that curiosity led him to join the Southlink Newsletter. Loves to know “what make things tick”.

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