Title: Supplier Satisfaction Survey as a management tool for reengineering the procurement process

Authors: Giancarlo Giacchetta; Barbara Marchetti

Addresses: Dipartimento di Ingegneria Industriale e Scienze Matematiche, Università Politecnica delle Marche, Via Brecce Bianche, 60131, Ancona, Italy ' Facoltà di Ingegneria, Università degli Studi eCampus, Via Isimbardi 10, 22060, Novedrate (CO), Italy

Abstract: The main innovation presented in this paper is the use of the Supplier Satisfaction Survey as a management tool for reengineering the procurement process. The Survey was elaborated after a deep analysis of the literature and case study related to the relationship with suppliers, and by interviewing internal personnel of the company such as: designers, buyers, warehousemen and quality responsible. The results were analysed in order to identify the main issues associated to the procurement process and for proposing appropriate corrective actions. The survey allowed also to improve the buyer-supplier relationship quality, by considering suppliers as key factors for establishing optimised procurement policies.

Keywords: supplier satisfaction survey; procurement process; buyer-supplier relationship; procurement reengineering; relationship quality; suppliers.

DOI: 10.1504/IJPM.2013.052468

International Journal of Procurement Management, 2013 Vol.6 No.2, pp.170 - 186

Published online: 30 Jan 2014 *

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