“What’s customer experience got to do with procurement”?
No doubt that will be the question on the lips of many procurement professionals seeing the “Improving Customer Experience” theme that drives the programme at the PASA NZ procurement conference.
“Everything” is my reply. Allow me to explain.
Every time we have asked NZ procurement practitioners about the biggest challenges they face, the leading answer has had something to do with stakeholder engagement or management. Always in the negative ie: They (stakeholders) don’t appreciate us, they don’t recognize the value we bring, they don’t bring us in early enough, they don’t bring us in at all, they actively avoid us etc etc.
Some four years ago PASA’s theme for the year encouraged procurement to change how it viewed its stakeholders, suggesting that we might make greater progress if we regarded them as customers. After all, we do provide a service to them.
Furthermore, we encouraged the idea that how we relate to suppliers should fall into a similar category, particularly if we want to develop genuine partnerships with suppliers and work with them to foster innovation and eliminate waste.
But changing our mindset to think of our stakeholders and suppliers as customers of our services is not in itself enough. It is only effective if we act on that new mindset by ‘Improving our Customers Experience’ of how they deal with us in procurement.
Getting the customer experience right is not a problem unique to procurement. I believe that any area of business that does not adopt strategies to better understand its customers, to map their journeys and understand how, where, why, when and what impact they have on them will soon be history.
The old paradigm of procurement being all about savings targets and managing risk will soon be history. For the procurement function to thrive it needs to be an enabler and adviser to the business, understanding and delivering on the what, where, when, how and whys of its customers.
By attending the PASA NZ Confex you will hear from a number of practitioners who have outstanding stories to tell in relation to customer experience. You will also learn lessons from customer experience experts from other fields that you can apply to improve how your customers experience dealing with you. In addition to the keynote presentations, day one will also include round-table and interactive discussions designed to provide you with insights and actions that you can use back in your business.
Day two features two half day workshops, one focussed on how you deal with your internal customers/stakeholders entitled ‘Influencing for Results’, the other from the leading SRM consultancy in the world on “How you become a customer of choice’.
At PASA, we believe in driving the future agenda for procurement. If you want to be part of that future, you should attend the NZ Confex.
I look forward to seeing you in Auckland,
Managing Director, PASA
• Who exactly are our customers?
• How procurement can improve our customer’s experience
• What are our customers “hot buttons”?
• Increasing stakeholder engagement
• How to drive a shift within culture and practice in the procurement function
• How to elevate and equip you for the future of work today
PASA Conferences attract a broad spectrum of procurement professionals, from Chief Procurement Officers to category and contracts managers. The programme for the NZ Confex should have wide appeal, with content that should be vital to:
• Roles or responsibilities
There are also a number of other benefits available to PASA CONNECT members such as heavily discounted tickets to events like this.
Having operated in Sydney, Melbourne and Brisbane for the last year, PASA CONNECT is now coming to Auckland.
To find out more click here
The procurement team is using ‘agile’ methodologies to run a procurement process to select a technology partner for Watercare's strategic transformation project. The use of agile delivery for the implementation phase, which has meant role modelling behaviours and ways of working to the business and vendors to set them up for the delivery phase, has resulted in unusually high levels of engagement, collaboration and innovation with both internal stakeholders and suppliers.
The possibilities with the latest Business Intelligence tools are endless and the speed to delivery will surprise and delight you. See the power of effective spend data visualisation, at both a macro and category level, to drive engagement with senior stakeholders within your organisation.
This panel session will explore the reality of buyer-supplier relationships, posing questions such as:
Half Day Workshop Includes half-hour refreshment break at mid-point
Influencing for Results
The ability to influence others both within an organisation and externally is an essential business skill at all levels. Successfully articulating ideas, creating clear compelling plans and gaining “buy in” and building consensus require knowing and using a certain set of influence practices.
Join us for a workshop like no other, as it’s all about you! We will be looking at your influencing skills in these five key areas:
Odelle is a key note speaker on human design, who is passionate about authentic leadership, influencing, high performance and building personal connections. She inspires action to accelerate individuals to perform at their best and transforms organisations from the inside out.
You may have heard of the term ‘customer of choice’. Indeed, we have been using it on conference programmes for at least 10 years. But do you really know what it means and why it is important?In this workshop Kate will discuss the attributes of being a customer of choice, before asking participants to apply those attributes to their own working examples, both internally and externally, to come up with a plan on how to improve their position as a customer of choice.
Two-day Tickets (Conference & Workshops)
PASA Connect Members
1-2 = AUD445
3 or more = AUD285
Day One only Tickets (Conference)
1-2 = AUD495
3 or more = AUD355
PASA Connect Members
1-2 = AUD275
3 or more = AUD155
Day Two only Tickets (Workshops)
1-2 = AUD395
3 or more = AUD275
PASA Connect Members
1-2 = AUD225
3 or more = AUD145
The ability to meet your Key Prospects and Clients:
FACE 2 FACE
The largest Group of procurement specialists:
IN ONE VENUE at ONE TIME
Buyers that can MAKE A DECISION: ON THE SPOT
Showcase directly to your buyers and key players
• Meet face to face with prospective new clients
• Identify new commercial opportunities
• Maintain brand visibility in YOUR marketplace
• Network with your peers and industry experts
• Establish new leads
• Launch your new products or services
• Keep up with industry advancements
• Assess YOUR competition
• Pinpoint areas for business growth
To discuss which sponsorship opportunities would be best for you contact:
T. +61 490 803 313
Address: 22-26 Albert St, Auckland, 1010, New Zealand
Phone: +64 9-309 8888