customer service - npi · customer service is: reliable, efficient, and adds value, while...

Customer Service for Procurement Professionals

Presented By: Jana Vargas, Director

San Diego County Regional Airport Authority

https://npiconnection.org/home/index.asp

Customer Service Slogans

It keeps going and going The quicker picker upper

Save money, live better The choice of a new generation

Have it your way Be All You Can Be

Because I’m worth it There is a smile in every bar


Customer Service Slogans

It keeps going and going The quicker picker upper

Energizer (reliable) Bounty (efficient)

Save money live better The choice of a new generation

Walmart (value) Pepsi (looking forward)

Have it your way Be All You Can Be

Burger King (positive experience) U.S. Army (empowering)

Because I’m worth it There is a smile in every bar

L’Oreal (personal) Hershey (caring)

Customer Service is: reliable, efficient, and adds value, while considering the future, empowering the individual, and creating a positive, personal and caring experience.


6 Key Customer Service Elements

Procurement:

• Is reliable and consistent

• Provides efficient service

• Adds value

• Is engaged and informed

• Empowers their customers to do their job effectively

• Is pleasant to work with


AEP – Continuous Improvement Program

1. Internal Customer Survey

2. External Customer Survey

3. Internal Customer Training

4. External Customer Training


Procurement VS. Customers

Procurement

Our value to the agency:

Our challenges with customers:

Customer

Procurement’s value to the agency:

Customer’s procurement challenges:


Barriers: “Attitude”

Barriers: “Poor Specifications”

Barriers: “Unrealistic Expectations”

Taking it “up” a notch

Procurement is a customer service department so how can we serve our

customers better?


Getting Started

White Board Exercise


Brainstorming Ideas

• Clearly identify roles and responsibilities

• Increase training for Procurement Staff

• Obtain support from upper management in other Divisions

• Break silo barriers

• Develop tools and resources

• Increase training for stakeholders


Responsibility Charting (RACI) • Responsibility charting is a technique for identifying

ambiguities in roles and responsibilities, bringing the differences out in the open and resolving them.

• Responsibility charting ensures accountability is placed with the person who really can be accountable for the specific work.

• Responsibility charting enables managers to work together in a focused and systematic way on the actions required to deliver a successful end product or service.

Role & Responsibility Charting (RACI) - Project Management Forum

Michael L Smith and James Erwin

• Project Management Institute

http://www.pmforum.org/library/tips/pdf_files/RACI_R_Web3_1.pdf







Organizational Benefits

• Establishes clear roles and responsibilities

• Incorporates best practices

• Leverages knowledge and expertise

• Eliminates duplicate efforts – compresses timelines

• Provides consistent customer experience and results (internal and external)

• Better manages organizational liability and exposure

• Improves ability to implement enhancements in response to industry or organizational needs


RFB Responsibilities

RFB – Public Construction Project

Responsibilities

RFP/RFQ Responsibilities

Responsibility Charting (RACI)

15

Small Business Responsibilities


R – Responsible (the doer) A – Approver C – Consulted (as needed) I – Informed

Major Tasks/Steps Stakeholder

#1 Stakeholder #2

Stakeholder #3

R – Responsible (the doer); A – Approver; C –

Consulted (as needed); I – Informed Procurement

Analyst

General

Counsel

Contract

Owner

Solicitation General Terms and Conditions R A

Special Conditions (i.e. Funding Agency Requirements) C A R

Written Instructions incl. in the solicitation R A

Minimum Qualifications I R/A

Specifications C R/A

Timeline • Prior to Scope • Subsequent to Scope

C

R

R

C

Advertising/Posting Solicitation R/A I

Vendor Questions/Answers • Manage Process • Provide Technical Responses

R/A

I

C

R

Addendums • Manage Process • Provide Technical Responses

R/A

I

C

R

Public Opening R/A C

Verification of Low Bid A R

Award/ Recommendation for Board Approval C R

Contract Execution R A I

Contract Administration C C R/A

RFB Responsibilities

17

R – Responsible (the doer); A – Approver; C – Consulted

(as needed); I – Informed

Procurement

Analyst

General

Counsel

Contract

Owner


Special Conditions (e.g. Funding Agency Requirements) (1D) C A R

Written Instructions incl. in the solicitation R A C

Minimum Qualifications C R

Technical Specifications I - R

Timeline

• Prior to Scope

• Subsequent to Scope

C

R

R

C

Advertising/Posting Solicitation R - I

Vendor Questions/Answers

• Manage Process

• Provide Technical Responses

R/A

I

C

R

Addendums

• Manage Process

• Provide Technical Responses

R/A

I

C

R

Public Bid Opening R - I

Verification of Low Bid (Bid Tabulation)

* In support of exceptions/exclusions C C* R

Award/Recommendation for Board Approval (Staff Report) I A R

Contract Preparation (Original/Duplicate Original) I A R

Contract Execution I A R


RFB – Public Construction Projects Responsibilities

18

R – Responsible (the doer); A – Approver; C –

Consulted (as needed); I – Informed

Procurement

Analyst

General

Counsel

Contract

Owner

Evaluation Panel

(if applicable)


Special Conditions (i.e. Funding Agency Requirements) C A R

Written Instructions incl. in the solicitation R A

Evaluation Criteria (RFQ & RFP) C R

Scope of Work (defined or undefined) C R/A

Selection of the Evaluation Panel (RFQ & RFP) I R/A

Timeline • Prior to Scope • Subsequent to Scope

C

R

R

C

I

Advertising/Posting Solicitation R/A I

Vendor Questions/Answers • Manage Process • Provide Technical Responses

R/A

I

C

R

Addendums • Manage Process • Provide Technical Responses

R/A

I

C

R

Distribution of Information to Vendors R/A

Evaluation Scoring C I R

Recording Evaluation Summary and Matrix R I A

Award/Recommendation for Board Approval C R

Negotiations (Top Ranked/Recommended Respondent ) *dependent on required expertise (i.e. policy, legal, technical)

R* R* R*

Contract Terms and Conditions R A C

Contract Scope of Work and Compensation C C R/A

Contract Execution R A I


RFP/RFQ Responsibilities

19

R – Responsible (the Doer); A – Approver;

C – Consulted; I - Informed

Contract

Owner

Small Business

Development

Procurement

Analyst Evaluation Panel

Pre-Solicitation

Define Scope of Work R

Determine Applicability of Preferences (Policy 5.12 or 5.14) R C

Determines Goals under Policy 5.14 C R

VP Sign Off on Justification for Not Applying a Preference

Policy

R

VP-A I

Solicitation

Review Solicitation Request for completeness including

Preference selection C/I C R

Insert appropriate Preference Documents into the

Solicitation R

Apply Preferences in accordance with the policy based on

the information submitted by Respondent C C R

Bid Recommendation

Verify Bid Meets Specifications R A

Verify Bidder Meets Policy Definition for Small Business R I

Adjust Recommendation if Required I I R

RFP/RFQ Panel Scoring

Provide Scoring I I R

Verify Respondents and/or Subs Meet Policy Definition for

Small Business I R I

Adjust Scoring if Required I I R I

Post Award

Track Performance Achievement Metrics R

Small Business Responsibilities

20

Invest in Procurement Employees

Excellent customer service comes from excellent employees

• Define clear expectations

• Educate and train employees

• Develop appropriate tools for success

• Create an environment that encourages information sharing (role play, discuss common scenarios “wwyd”)

• Recognize complaints solicited and solved


Breaking out of your “silo” – Ready to Serve

• Get to know your customers

• Be Professional and approachable

• Listen and solicit feedback

• Manage the expectations of your customers

• Keep promises

• Educate your customers

• Create customer tools (check lists, simple forms…)


Serving at SAN

Lessons Learned

• Debriefing – share stories

• Relating to the experience – are there helpful suggestions for procurement

• Recognizing and celebrating the skills used

• Reviewing Procurement’s results in the Customer Surveys


Positive Communication is Key

• Positive postures: Smiling, solid handshake, sitting up straight, relaxed open arms, leaning forward to listen closely, nodding head in acknowledgement or encouragement.

• Accentuate the Positive: Words should convey the positive and avoid the negative. Think before you speak. Take responsibility for your customers and offer them choices.


Customer Expectations • Reliability: Performance is consistent; promises are kept;

things are done right the first time; things are done on time • Credibility: Procurement staff are trustworthy; decisions

are based on facts; problems are handled directly (not passed on to someone else)

• Appeal: You are dressed appropriately and conduct business professionally; materials are presented in a neat and organized fashion; telephone calls and emails are pleasant and convey accurate information

• Responsiveness: You are accessible; communication is prompt; problems are solved in a reasonable time frame; customers are kept informed of the process

• Concern: Customers are treated as individuals; you are empathetic; problems are viewed as opportunities to demonstrate reliability and credibility

More Tools

• Team Project - Tool kit for Service Agreements

• Managing Expectations through consistent Communication and Measures

• Customer Service Focus Groups

• Webinars and You-tube style instructions

• Participate in Outreach Events

• Celebrate Success


Every major project within your organization should have a

procurement strategy aligned with

the Agency’s “Strategies”

Customer Outreach/

Community Operations

Employee Sustainability

Finance