Case Study How To Value Beyond Savings

124: How D&B Procurement Increased Customer Satisfaction by 40% in 5 Months, w/ Kevin Giblin

Today on the Art of Procurement I am joined by Kevin Giblin, Head of Global Sourcing & CPO of data analytics company Dun & Bradstreet.

In today’s episode, I start by asking Kevin for his perspective on creating value beyond savings, and towards the end of our conversation Kevin gives some great advice to procurement pro’s looking to stand out from the crowd.

However, the purpose of our conversation is for Kevin to share a real-life example of how to significantly increase internal client satisfaction, and how reducing stakeholder friction on transactional activities leads to increased early engagement on more value added projects.

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“If you treat your suppliers like your internal customers and your stakeholders it does go a long way and they actually want to do more for you. It’s about educating them on what it’s like to do business with your company, giving them some expectations from the very beginning and then ongoing feedback is really important.”

In this episode, you will learn:

  • Why Kevin believes that a procurement organization is only as strong as the people within it.
  • The importance of treating suppliers like customers.
  • How Kevin convinces his leadership to focus on value beyond savings.
  • What is Kevin’s greatest challenge as a CPO right now.
  • D&B’s approach to supplier risk management.
  • Details of the D&B Procurement project to increase customer satisfaction:
    • How did Kevin identify the supplier engagement process as one that was causing internal friction?
    • How did D&B baseline current performance as a measure to track progress?
    • How did Kevin and his team design a solution to the identified problem?
    • What did D&B do to improve the supplier engagement process?
    • What impact has this project had on customer satisfaction and cycle times.
    • What are Kevin’s key learnings from the project.
    • Why the knock-on effects are even more powerful, leading to greater stakeholder engagement on more strategic needs.
  • What does Kevin recommend that procurement professionals who are seeking to elevate their career do to stand out from the crowd.

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About the author

Philip Ideson

Philip Ideson is passionate about the role that procurement professionals and leaders can plan in creating competitive advantage for their organizations in ways that go beyond the traditional value proposition.

Philip founded Art of Procurement as a way for the procurement community to learn from each other, increasing the impact they have on their organizations. In 2017, he co-founded Palambridge, a virtual platform of procurement experts, technology, and intelligence. Palambridge provides a broad range of flexible procurement solutions, available on-demand.

Prior to Art of Procurement and Palambridge, Philip enjoyed a career that spanned the procurement value chain, working across three continents for organizations such as Accenture, Procurian, Ally Financial, Pfizer and Ford Motor Company.