STATE OF FLUX
2014 GLOBAL SRM RESEARCH REPORT
CASE STUDY 187
This case study reflects on how, since its introduction in 2011, FirstGroup’s supplier relationship management (SRM) programme has created new value fromexisting supplier relationships. It looks at FirstGroup’s approach to effective collaboration with its key suppliers.
CASE STUDY
With FirstGroup having gained BS11000 certification over two years ago, we were keen to understand more about their approach to effective collaboration with their key suppliers. We met Paul Keen, Acting Group Procurement Director for FirstGroup, based at their Paddington corporate office. The first question we asked was a familiar one given our experience of the differing definitions that are often developed for the term SRM. Paul’s response was clear and concise, and very much aligned to the definition we have used since we started our SRM research in 2009.
FirstGroup is the leading transport operator in the UK and North America. With revenues of more than £6.7 billion per annum and approximately 117,000 employees, they transport around 2.5 billion passengers every year. In 2011, FirstGroup introduced a supplier relationship management (SRM) programme with the aim of creating new value from existing supplier relationships. The SRM programme was certified to BS11000, the first national
Paul Keen Acting Group Procurement Director – FirstGroup
standard for collaborative business relationships, in September 2012.
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