CASE STUDY

Igniting SRM Insights through a Voice of the Supplier Programme at IndustrialsCo

IndustrialsCo, a global leader in industrial goods and services, launched a major procurement transformation across the APAC region two years ago. To assess supplier perceptions and responses to these changes, ArcBlue conducted a comprehensive Voice of the Supplier (VoS) programme.

ArcBlue Engagement

This initiative provided critical insights, actionable recommendations, and a roadmap to further enhance Supplier Relationship Management (SRM).

Key Challenges

Transforming supplier relationships through strategic SRM and innovation

IndustrialsCo’s Group-wide transformation highlighted the need for a more structured and standardised approach to supplier management. Historically, supplier relationships were largely transactional, lacking the strategic partnerships IndustrialsCo aimed to cultivate.

In response, a dedicated APAC procurement organisation was formed, tasked with driving key transformation initiatives. These included strengthening Procurement’s mandate, implementing category management, and establishing a robust SRM programme.

With this progress in motion, IndustrialsCo engaged ArcBlue to conduct a Voice of the Supplier programme, designed to assess supplier satisfaction and identify further opportunities for improvement in their transformation journey.

Gaining deep insights through supplier engagement

ArcBlue’s approach involved a comprehensive VoS survey, structured around six core elements integral to world-class SRM frameworks: Strategy, Policy & Process, Relationships, Commercial Value, Communication, Technology, and Innovation. The programme sought to capture insights from both suppliers and internal stakeholders.

In parallel, IndustrialsCo’s procurement team completed an online self-assessment of their supplier management practices, further supported by internal interviews conducted by ArcBlue. This multi-layered approach ensured a holistic understanding of the current SRM landscape and helped pinpoint specific areas for improvement.

Outcomes

Enhancing SRM through streamlined processes, partnerships, and digital innovation

Based on the survey and interview findings, ArcBlue developed a set of targeted recommendations structured around four key workstreams:

Enhancing the SRM Programme

Strengthen the SRM framework by improving communication, fostering more collaborative partnerships, and developing strategic relationships that drive long-term value creation

Addressing Procurement Process Pain Points

Streamline procurement processes to eliminate inefficiencies and reduce friction, resulting in smoother and more agile workflows

Improving Payment Performance

Implement measures to enhance payment processes, ensuring suppliers are paid promptly and accurately, thereby boosting supplier satisfaction and trust

Enhancing Digital Procurement Tools

Upgrade digital procurement tools to make them more intuitive, user-friendly, and responsive, improving the experience for both internal teams and suppliers

These recommendations not only addressed immediate challenges but were also designed to lay the groundwork for continuous improvement in IndustrialsCo’s procurement and supplier management strategies.

A structured roadmap for optimised supplier management

Aligned with the recommendations, ArcBlue developed a detailed 12-month implementation roadmap tailored to IndustrialsCo’s needs. The roadmap broke down the four key workstreams into actionable, phased steps, ensuring that each area would be systematically improved over the course of the year.

By following this strategic and structured programme, IndustrialsCo is well-positioned to achieve measurable improvements in its procurement operations, solidifying its path towards sustained growth, innovation, and long-term success.

*We take our clients’ confidentiality seriously. While we’ve changed their names, the results are real.

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