Talking customer service with the Czech government

Talking customer service with the Czech government

04 May 2016 By Paul Smith, Executive Director

Talking customer service with the Czech government

Last week, I was invited by the EU to present at a workshop in Prague at the Czech Government. The European Commission are helping the Czech Government review the potential for a central purchasing body for public procurement.

These events are largely dominated by lawyers who can quote the EU procurement directives by heart. I am constantly amazed by the influence of lawyers on procurement strategy in European government.
 
Where are the buyers?
 
A lack of commercial skills and an over-emphasis on the directives has a really detrimental effect on the potential impact for procurement to deliver value.
 
And so, I was asked to share the experience of YPO and felt it was my duty to talk about something that is rarely discussed in such forums - customer service.
 
Instead of talking about savings, compliance and control, I started with the customer and meeting their needs. It is impossible to build a long-term sustainable procurement function without a great understanding of the needs of the end-user and by designing a service that meets those needs.
 
That is what we are constantly trying to do at YPO and this strategy is the only way to create long-term success.
 
By building a sustainable, customer focussed procurement organisation you will be able to achieve many of your other goals and deliver value.
 
But don't start with legislation, always always start with the customer.
Categories: YPO , Procurement

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