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

By February 27, 2017 January 4th, 2019 No Comments

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.

Links and Resources:

Philip Ideson

About Philip Ideson

Philip founded Art of Procurement in 2015 as a way to empower procurement professionals at all levels to deliver change with confidence; whether from the inspiration of the popular weekly podcast that he hosts, or with targeted solution offerings that guide clients on their journey to transform the impact of procurement.