Everything is NOT Awesome – Difficult Customer Situations
Imagine this – a state agency has come to you with frustrations about a lack of communication from the central procurement office. They have not heard back from the office in over three days, and they are frustrated that they do not know what is going on with their solicitation. This is just one example of a frustrated customer situation you might run into in your operations. When these unhappy customers arise, there are steps you can take in order to recover from a bad customer service experience. Read more “Everything is NOT Awesome – Difficult Customer Situations”
Four Steps to Better KPIs
Deciding what key performance indicators (KPIs) the central procurement office should use can be tough. Where to even begin?
Here are four easy steps to follow when you embark on your KPI journey:
You’re So Vain: Vanity Metrics
Key performance indicators (KPIs) are a valuable resource to the public procurement official. The right KPIs will demonstrate value added by the procurement office beyond just cost savings. Read more “You’re So Vain: Vanity Metrics”
Implementing Mandatory Changes to Policy and Procedures
Death and taxes may be the certainties of life but for the public official, bureaucracy and policy changes is more accurate.
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Read more “Implementing Mandatory Changes to Policy and Procedures”