Continuous Process Improvement
The Finance and Administration Cabinet’s Customer Resource Center (CRC) is developing a number of Continuous Process improvement functions to support Commonwealth administrative services. Those functions include:
Planning: The Customer Resource Center will work with the Division of Material and Procurement Services to develop the long-term procurement plans for the Commonwealth. Developing these procurement plans in cooperation with agencies allows the Commonwealth to leverage its bulk purchasing power by establishing contracts with favorable terms and conditions, securing discounts, consolidating contracts, and maintaining a reliable and responsive supplier base.
Vendor Relations: Improvement of the quality of goods and services received from the vendor community depends heavily on maintenance of the relationship with vendors—from initial registration through performance measurement and the implementation of corrective action plans. To carryout this function, the CRC will serve as the overall coordinator of the relationship of the Commonwealth with the vendor community by developing performance measures, reporting structures, and communication plans designed to be implemented by the procurement leads within the Division of Material and Procurement Services. For key commodity or services areas, the CRC may form a strategic team that brings together Commonwealth representatives from the entire procurement process: end-users, purchasing, materials management, accounts, and information technology.
Market Research: The Customer Resource Center will help sustain the planning process as well as provide market and commodity insights related to areas such as 1) "Best Value" approaches for purchasing staff through research into the markets, 2) Electronic Commerce developments, 3) Enterprise application software. For example, the CRC will research vendor and product historical data, conduct electronic rating searches for information verification, download and assess appropriate information from the Internet and conduct additional market research .
Best Practices and Benchmarking: Through market research and other directed efforts, the CRC will investigate practices within the private and public sectors that are considered best in a field and compare specific Commonwealth performance measures to other organizations with similar business processes. From the research, the CRC and the agencies will develop approaches to incorporate new practices into the current business process.
Performance Measurement: The CRC will conduct performance measurement functions and process improvement assistance in collaboration with agencies. In this capacity, we aim to provide the maximum amount of assistance in an advocacy role. In addition, the CRC will assess overall performance of vendors. CRC will track quality of deliveries (timeliness, fill rates, emergencies, etc.), pricing (stability, accuracy, competitiveness), customer service (responsiveness, training, and accounts), and products and services (reliability, specifications, durability, documentation, and packaging).
For more information please contact:
Alex Whitenack
By email or phone (502-564-9666)
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