The Point

If you’ve spent any time on our site this week, you’ll see that we are having a customer-service centric week. It all started when I attended last week’s Next Level Purchasing Association webinar where Peter Nero of Denali Group shared his thoughts on what is next for procurement. The answer was better customer service.

As a follow up, we spoke with The Sales Guy about the kinds of internal customer service he thinks procurement can provide, and this morning we read the Wikipedia article on customer service. We’re not looking to turn procurement into a transactional call center, but some of the traditional wisdom about how to keep your customers happy applies to the relationship between us and our internal stakeholders.

This week, our webinar notes are on ‘What’s Next for Procurement”, the monthly Next Level Purchasing Association member call featuring Peter Nero from Denali Group.  If you are not a member of the NLPA, I encourage you to join – it is easy and free.  Click here for more information.

While this presentation is not available as a recording, you can read a whitepaper by Denali Group on their Procurement Innovation Research for 2011.

I've always thought of Knowledge Management systems as databases full of documents. Unwieldy, outdated, only updated when your boss reminds you that participating will be part of your annual review cycle. As it turns out, most of what we already do can be worked into a knowledge management program - we just have to be deliberate about where information goes. The other take-away isn't a new one, but it seems to be one of the hardest ones to maintain.  At the end of a project, it is important to download and record your experiences and lessons learned - for yourself next time or someone else down the road.