Overview

This book will show you how to dramatically improve customer service in procurement organizations by implementing a new approach to accurately measure and calculate the new relevant KPI in the procurement world: CSIP℠ (customer service index for procurement organizations). Customer Service is typically measured by using customer satisfaction surveys. In procurement organizations as in many other organizations for that matter, this approach produces inaccurate results because only part of the equation is calculated. With the new approach presented in this book, an integral more complete and accurate Customer Service indicator can be calculated by including not just customer satisfaction data but all other relevant elements that comprise this Key performance indicator (KPI). This book proposes a new definition of Customer Service and presents a new way to measure and calculate customer service in procurement organizations.

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9781790327775

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