ENGAGEMENT
WHAT TYPEOF FEEDBACKARE YOULOOKINGFOR?
STATEOF FLUXOPINION: While there appears to be
It’s not unusual for voice of the supplier studies to be confused with 360° relationship assessments. A voice of the supplier study gathers feedback from typically 100 to 200 of a company’s more significant suppliers. It seeks to discover what aspects of the relationship and interactions are most important to them and how they perceive the company as a customer compered to key competitors i.e. are you a customer of choice? It should also identify the operational and strategic
changes that are the most likely to improve relationships and enhance customer of choice status. A 360° relationship assessment on the other hand is a deeper dive designed to gather the perception of an individual relationship from both supplier and buying organisations stakeholders. The purpose is to understand what needs to be improved within the relationship and is typically used as an input to a joint business plan.
reasonable support for SRM, a close look at leaders, followers and the rest of the pack shows howpatchy it can be. It is also concerning that half of businesses do not have a stakeholder management plan to help drive increased engagement. Ultimately, people outside Procurement and supply chainmanagement will havemost interactions with suppliers, and be able to influence their relationship for better or worse. They need to be on board if SRM is to succeed. INTHENEXT SECTION... SRMwill not get off the ground without understanding and engaging stakeholders to ensure they embed processes supporting the effectivemanagement of suppliers in their everydayworking life. Whether they’re inside or outside the business; C-level or inmanagement; supporting or in themain line of business, the understanding of stakeholders helps define successful SRM programmes. How they move forwardwill depend on the governance, as the next chapter examines.
MOSTORGANISATIONSSTILLDONOT COLLECTFEEDBACKFROMTHEIRSUPPLIERS
Fig 15. Have you gathered structured feedback from suppliers on how they perceive you as a customer in the past 12 months?
SNAPSHOTANALYSIS: Attitudes to suppliers’ views divide SRM leaders from followers and the rest of the pack. Leadersmake a concerted effort to understand how suppliers perceive them. Few suppliers will feel totally comfortable giving feedback that is critical of their customers sometimes damaging behaviour, but anonymised surveys can get a better picture. Understanding suppliers’ perspective is the first step to gettingmore from them.
Yes 40 %
No 54 %
Don’t know 5 %
Note: due to rounding, percentages do not sum to 100.
SRMleadersshowthe importanceof supplier feedback. 75%have gathered feedback in the last year.
Although thedata suggestssteadysupport amongstakeholder groups, it iswell belowthestrengthof engagement necessary toaccelerateSRM.
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