From the archive: Buyers must think like customers

18 June 2007

Five years ago we wrote an article on the benefit of procurement people getting involved at the design stage, to improve on giving customers what they want.

Perhaps now we are seeing the fruition of this idea. As we write in the current issue of SM, First Group and LloydsTSB are both taking more customer focused approaches to the way they do procurement.

It is surprising that it has taken this long for this idea to be taken seriously in purchasing strategy. And I still see buyers being urged to think of the customer when approaching their supply chain management.

Is customer focus now a legitimate force in buying? Has this idea taken hold in your organisation? Or is it simply another fad, which will be replaced by another strategy in five more years?

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