Organizational Effectiveness > Tools to Collect Feedback

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  • #292175

    This SIG buy-side member would like to know what other members are doing to collect feedback from internal business partners on their experience interacting with the Sourcing team.

     

    1. Are you sending surveys out to your internal business partners, and if so, what questions are you asking and how frequently are you surveying?
    2. Also, what are other members doing to collect feedback from suppliers (sell-side) on their experience as it relates to doing business with your organization?
    3. Are you surveying your suppliers at all, and if so, what questions are you asking and how frequently are you surveying?
    #293366
    Anonymous
    Guest

    Regarding part 1 of your question, we survey internal in three different ways…

    1. As requests for support thatare receivedthrough our ticketing tool are addressed, each requestor is given the opportunity to submit a survey on the quality and timeliness of the response as well as on the ease of use of the system… Just four quick questions… We have built our ticketing tool in SharePoint, so all the workflows associated with this process are built in SharePoint and the results also reside in SharePoint for reporting purposes.
    2. We also will survey Internal Stakeholders periodically regarding supplier performance within a specific commodity. The feedback from these surveys often is incorporated into the supplier scorecards for our key group of suppliers. Most often the tool we use for this is Survey Monkey. We have customized templates we re-use and the export features in Survey Monkey seem to be sufficient for these purposes…
    3. We also will send out a general survey once a year seeking performance feedback for our organization. Again, we use Survey Monkey for this one-time-a-year process…
    #293367
    Anonymous
    Guest

    Yes, we survey our internal clients monthly. The following questions are sent via SurveyMonkey to our global internal clients. We have a team in a low cost execution center which issues the surveys and then inputs the data into a format which is shared with our CPO and Supply Chain executive leadership on a quarterly basis. 

    • Was your requisition for the purchase of goods or services?
    • 1.0 From requisition to award, was your requisition processed in a timely and efficient manner?
    • 2.0.1 How satisfied are you with the Indirect Procurement Specialist’s customer service skills (helpfulness, courteousness, communication, etc.)?
    • 2.0.2 How satisfied are you with the Indirect Procurement Specialist’s purchasing and contracting skills?
    • 2.0.3 How satisfied are you with the Indirect Procurement Specialist’s financial diligence / cost optimization skills?
    • 2.0.4 Overall, how satisfied are you with the service you received from the Indirect Procurement Specialist?
    #293368
    Anonymous
    Guest

    1. Are you sending surveys out to your internal business partners, and if so, what questions are you asking and how frequently are you surveying? There is an annual survey that goes out to business partners to get feedback on procurement services.

    2. Also, what are other members doing to collect feedback from suppliers (sell-side) on their experience as it relates to doing business with your organization? We recently conducted a Voice of the Supplier survey with our top tier suppliers. It asked various questions about doing business with our organization.

    3. Are you surveying your suppliers at all, and if so, what questions are you asking and how frequently are you surveying? Same as above. We intend to do this annually.

    #293369
    Anonymous
    Guest

    1) Yes, there are various ways in which we collect feedback from business partners. Regular meeting with the spend analysis and quarterly supplier business reviews are few to name. In regular meetings it’s more about trend of the spend and how can we improve the procurement and business partnership. In the Supplier reviews its specific to the vendor on how is the performance.

    2) Quarterly Supplier Business Reviews ( QBR / SBR) collect feedback from both sell and purchase side. 

    3) Questions will be mostly towards vendors expectations, business volumes, account management, support services etc. and they will be rated on a scale to make the review tangible.

    #293370
    Anonymous
    Guest

    1. The Procurement Department (Purchasing and Accounts Payable) is made up of 4 teams that support the field in different ways. This includes the entire “Procure to Pay” process from identifying and negotiating with suppliers to creating purchase orders, managing invoices and exceptions, user administration and paying our suppliers. Below details each team and their primary functions. Which teams do you work with?

    Sourcing (Overall commodity strategy and spend analytics, request for proposals, supplier contract negotiations, supplier performance and program management)

    Procurement Operations (Request for quote, purchase order management, day to day supplier and program management)

    Procurement Technology (Vendor Setup, catalog management, Coupa and Concur technology administration)

    Accounts Payable (Perform 3 way match b/w PO, Invoice & Receipt, Manage accruals and all payables to suppliers) 

    2. How comfortable are you with the following purchasing and Accounts Payable procedures? If you do not participate in a step, please select N/A

    Vendor Contracting (RFP process, negotiation, etc.)

    New Vendor Setup (I understand what I need to do)

    Use of preferred vendors

    Requisition creation [this becomes a purchase order (PO) after approval]

    Purchase Order approval process

    Revising and managing your purchase orders

    Receiving orders

    Managing Invoices and exceptions

    Managing supplier performance

    3. How much do you agree or disagree with the following statements about the Procurement department (aka – Purchasing and AP)?

    The department understands my needs

    If I don’t know the answer, the department can help me to find it.

    They bring necessary process and technology to meet my business needs

    The department has data that helps me make informed decisions

    I always get assistance in solving my issues.

    The department brings me fresh new perspectives and ideas

    The department keeps me regularly informed vTraining is available to help me when I need it

    4. How much do you agree or disagree with the following statements about the Procurement department?

    I view the Procurement department as a strategic partner to my business

    We also survey our business owners as part of our supplier performance management program, and as part of that are calculating their “net promoter score” – meaning how likely are our team members to recommend using this supplier. This has been a powerful tool in engaging with the supplier to make sure they focus on customer service.

    We are not currently surveying our supply base.

    #293372
    Anonymous
    Guest

    1. Are you sending surveys out to your internal business partners, and if so, what questions are you asking and how frequently are you surveying? Surveys are sent to internal business partners every 6 months in order to obtain feedback with respect to the Quality of Service provided by the department, successes and area’s for improvement

    2. Also, what are other members doing to collect feedback from suppliers (sell-side) on their experience as it relates to doing business with your organization?

    The Company Governance team sends Surveys quarterly to the vendors with respect to performance issues, business relationship, successes and challenges in working with the organization. The results are provide to the Company Operational Governance Committee for review/and follow-up with the suppliers

    #293374
    Anonymous
    Guest

    1. Are you sending surveys out to your internal business partners, and if so, what questions are you asking and how frequently are you surveying? We do send surveys, annually in the summer/fall timeframe. Questions include asking their understanding of the sourcing process, savings, efficiencies, the engagement process, level of satisfaction of procurement support, how we can do better.

    2. Also, what are other members doing to collect feedback from suppliers (sell-side) on their experience as it relates to doing business with your organization? Third party organizations gather feedback from customers.

    3. Are you surveying your suppliers at all, and if so, what questions are you asking and how frequently are you surveying? Procurement does not but our company is always actively seeking feedback on our products and services.

    #293375
    Anonymous
    Guest

    #1) In our workflow tool, when a project is completed an email is generated to the BU contact inviting them to take a survey. Email contains a link to a survey in our survey tool, we never close this survey, we pull new responses on a monthly basis for reporting. Survey has two questions: 1) about the quality of the deal, 2) about their experience working with Procurement Both are 5 point scale, and we use a top 2 box score. We have KPI’s for Deal Quality and Customer Experience based on these responses. There is a comments section as well. The management team reviews results and comments every month and if necessary follows up with any partners who submitted negative responses

    #2 & 3) Procurement sends out a post-selection survey to suppliers following any formal competitive events, requesting feedback on our process, communication and their experience.

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