Customer Satisfaction

Purchasing Services utilizes various proactive relationship management initiatives to measure its overall performance and customer satisfaction with strategic business and technology initiatives.

Satisfaction Surveys

Customer Satisfaction Surveys are used to determine the customer satisfaction with the performance of the purchasing organization, our strategic preferred contract suppliers, and the value of our various purchasing related initiatives and programs.

Survey	Results
FY2008 Purchasing Services Customer Satisfaction Survey	Survey Pending
FY2005 Purchasing Services Customer Satisfaction Survey	Survey Results
FY2005 Fisher Scientific Customer Satisfaction Survey	Survey Results
FY2004 Office Depot Customer Satisfaction Surveyt	Survey Results
FY2003 Purchasing Services Customer Satisfaction Survey	Survey Results

Advisory Committees

Customer advisory committees are utilized by Supply Management departments for feedback on new business initiatives and input on and testing of new procure-to-pay technologies.

Technology advisory committees are especially useful in determining the effectiveness of procure-to-pay related technologies deployed across campus.

• Travel & Entertainment Commodity Project Advisory Committee
  The Travel and Entertainment Services Customer Advisory Committee will assist in the reengineering of the travel program at Penn.
• Express Mail Commodity Project Customer Advisory Committee
  The Express Mail Commodity Customer Advisory Committee will assist in the reengineering of the express mail services program at Penn.
• Publication Services Customer Advisory Committee
  The Publication Services Customer Advisory Committee will assist in the reengineering of the Publication Services department as a result of it becoming part of the Supply Management organization.
• eProcurement Advisory Board
  A follow-up to the Procurement and Disbursement Board (PDAB) formed in 2002, the eProcurement Advisory Board was formed in 2004 to assist the Procure-to-Pay Project team with the roll-out of technology enhancements.

Supplier Focus Groups

Supplier focus groups are conducted in partnership with our key strategic alliance partners. A "strategic partnership" is reserved for those supplier relationships where (1) the supplier maintains a leadership position in technology, service, and cost and Penn maintains a receptive attitude to the supplier's ideas and (2) there is an appropriate consideration for the amount of business Penn directs to the supplier. Penn strategic partnerships are defined by long-term, mutually responsible business relationships that are the result of tangible effort and attention to such factors as:

• Joint attention to information exchange, continuous process improvement, and cost reduction
• Encouraging a more interactive and trusting environment
• Agreed-upon measures of key performance factors
• Sharing of risk to achieve mutual benefits
• Working to prevent problems from initially occurring, solving problems as they occur, and preventing their reoccurrence

Supplier focus groups are utilized to engage the customer community in supplier specific marketing and planning meetings:

• Office Products Customer Advisory Board
  Office Product Customer Advisory Board meetings are held three to four times per year in partnership with Office Depot, the University's sole source contract supplier for office supplies, to evaluate the effectiveness of the office supplies contract, promote new products, and identify new or changing customer business requirements.
• Laboratory Products Customer Advisory Group
  The Laboratory Product Customer Advisory Group meetings are held twice a year in partnership with Fisher Scientific, the University's prime research products supplier, to gauge customer satisfaction, promote new products or technologies, promote third party purchasing relationships, and identify new or changing customer business requirements.

Feedback

We encourage faculty and staff to provide feedback on the performance of our organization, University preferred contract suppliers, and the overall value and benefits of our procure-to-pay initiatives.