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Purchasing's interaction with customers: the effects on customer satisfaction - a case study.
While changes are occurring in many companies with respect to the strategic use of the purchasing function, and an increasing number of published articles discuss the concept of purchasing's strategic role,[1] a significant number of purchasing organizations find themselves working in a much different reality. These organizations are trying to achieve a less lofty goal: how to improve both their image and customer satisfaction. Such purchasing groups face limited, if any, involvement and influence in strategic, operational, or project planning, because their internal customers consider them to be a simple, clerically oriented function that adds no value - and often causes ...
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