www.supplychainstandard.com SOURCING & PROCUREMENT


Matrix APA winner


highly commended


Liberty Global/Telenet & BVC Spot Buy center


shortlisted


Liberty Global (T.A. Telenet NV)


Matrix APA


North Middlesex University Hospital NHS Trust (NMUHT) with Crimson & Co


Sky Deutschland Vodafone


Picture: Fromleft:Harry Zalk, sales director;Chris Sturman, FSDF;WendyKent, chief operating officer;DanielleNodwell; head of marketing;Amanda Lockley, head of corporate social responsibility; Martin Bayfield.


Matrix APA T


Awards 29


he two top contenders for the Sourcing& ProcurementAwardwere LibertyGlobal (TA TelenetNV) andMatrixAPA.


Telenet, the largest provider of cable broadband


services in Belgium,wanted to concentrate on core spend but found that the tailwas consuming too much time.Through outsourcing the tail,Telenet has been able tomaximise savings andminimise the total cost of procurement, coordinate and aggregate purchases across the organisation, reduce maverick “off-contract” spending, decrease the supply base andmove almost every supplier to digital invoicing.Major savings have been achieved and procurementmanagers no longer need to spend time on small, insignificant purchases.The results demonstrated to the judges showed that the initiative had created value for the organisation and had allowed time to be freed up formanagers to focus on important contracts.The judges liked the approach taken and theway itwas executed and for this reason decided toHighly CommendTelenet. Matrix APA is achieving significant change in a


notoriously challenging space, that of social and ethical sourcing.Matrix ismaking strides to bridge the gap and align buying practiceswith its sourcing and ethical strategy. In addition, it is focused on raising awareness internally and to its clients, as to the impact that their buying decisions have on the workersmaking the products. The judgeswere impressed by this SME’s


CUSTOMER SERVICE & SUPPORT


Starbucks withGist winner


shortlisted


IBMISC Sky Deutschland Starbucks with Gist


That’swhy the judges are always particularly keen to seek out and recognise ‘best practice’ examples in this category. SkyDeutschland offers over 70TV channels and


StarbuckswithGist W


hen it comes to excellence in supply chainmanagement,whatmattersmore than customer service?Well, not a lot.


has 3.7million subscribers inGermany and Austria. However, in 2009 the company embarked on a major restructuring programme to transformand radically improve its customer service offering. A corner stone of this initiativewas a supply chain turnaround as 80 per cent of tasks for the technical field service teamwere fixing problems, rather than installing newcustomers (most self-install). As these customerswere likely to be disgruntled, the keywas to turn thismoment of truth froman“ouch” into a “wow’. Through a series of initiatives, volumes of work orderswere dramatically increased, the number of partners in the networkwas consolidated to a tenth of its original size and through a focus on performancemanagement and regular training, productivity nearly doubled. Since 2011, customer satisfaction has risen significantly. Thiswas all impressive stuff. However, the judges could not ignore the


Picture: Fromleft:MaloryDavies, editor of Supply Chain Standard; John Ackroyd andMike Flynn of Gist,TomShahbazi and Steve Belke of Starbucks;and host Martin Bayfield.


Supply Chain Standard December 2014


attention to detail and impressiveway inwhich Starbucks, in partnershipwithGist, has approached customer service. Every Starbucks store is fully replenishedwith just one delivery, leaving Starbucks employees ready to tradewhen they arrive each morning. Changes to the supply chain includes a


newconsolidated transport andwarehouse operation bringing together dairy, ambient non- food, fresh chill and pastry products (unique globally for Starbucks) – reducing store deliveries fromup to 20, froma number of suppliers throughout the day, to just seven perweek. As the single delivery ismade off-peak and over-night, distractions and preparation time for Starbucks employees have been dramatically reduced. In addition,Gist drivers place all products directly into the required locations – chilled products straight into fridges, ambient products into backroom storage and frozen products into store freezers. Drivers then remove excess delivery equipment and re-secure the store. The judges liked the lowimpact that the


replenishment of stores nowhad on the customer experience.The trophywent to StarbuckswithGist.


dedication to checking compliance through their own China-based teamof full time auditors, but also, its objectivity in striving for transparency and driving change through education and training. As a member of the EthicalTrading Initiative, the company sets social and ethical KPIs to help its merchandisers consider CSR as part of the critical path,while at the same timemanaging and educating the buyers.The judges recognised the difficulties thatmany companies have in ensuring social and ethical compliance in the factories from which they source andwere therefore impressed by the standards set and the effort beingmade by an SME in this space. So the Award for Sourcing& Procurementwent toMatrix APA.


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