Meaningful involvement of municipal purchasing departments in the procurement of consulting services: Case studies from Ontario, Canada

This paper describes the types of activities that were associated with meaningful involvement of municipal purchasing departments in the procurement of consulting services in Ontario, Canada. Included is a discussion of some of the key contextual factors found to enable meaningful involvement and the type of value that results as it relates to the needs of the client department and the overall goals and objectives of the municipalities as a whole. Ten case studies were conducted that involved in-depth interviews with twenty case study informants including ten purchasing agents, nine client department managers, and a consultant. The findings provide a basis for increasing the involvement of municipal purchasing departments in acquisition processes for these services and address some very important gaps in a particularly arid body of research related to local government purchasing. A number of testable hypotheses and research questions that may enable future researchers to address some of the gaps identified by this work are also presented.     

Purchasing management consulting services—From management autonomy to purchasing involvement

The purchasing of management consulting services is a challenging area for purchasing agents to become involved in. A study of six organizations shows large variations in terms of the extent and way in which they were involved ranging from ad hoc and clerical approaches to their systematic and central participation. Based on a comparison of the cases, enablers of purchasing involvement are discussed, including the status of the purchasing function, managerial use of and attitudes towards consultants, how the management consulting service and the purchasing situation are framed, and the implementation strategy. We conclude that what are generally regarded as sound purchasing practices can also work in the case of management consultants. This, however, requires a good understanding of the consulting service in the client organization. We suggest that the traditionally marginal role of purchasing agents may be better understood as a consequence of the characteristics of the consultant–client relationship than any essential characteristics of the consulting service.     

The cultural embeddedness of professional service purchasing—A comparative study of German and Swedish companies

Research on professional service purchasing generally takes a culturally universalistic approach, implicitly assuming the generalizability of research findings and normative models to different cultural contexts. However, research in related disciplines points to the influence of national culture on managers’ decisions, thereby questioning the culturally universalistic approach. The purpose of this paper is to explore differences in professional service purchasing in different cultural contexts. Based on a survey of large organizations, we analyze how the purchasing process for a specific type of professional services – management consulting services – is organized in two cultural contexts (i.e. Germany and Sweden). The results indicate that organizations in Germany and Sweden differ in the way they approach key aspects of the purchasing process. These differences are discussed in relation to two central cultural dimensions – uncertainty avoidance and masculinity–femininity – in which Germany and Sweden take very different positions. It is proposed that uncertainty avoidance mainly influences the first steps in the purchasing process (specify, select and contract) whereas masculinity–femininity mainly influences the remaining steps (order, expedite and evaluate). The paper contributes to the purchasing and supply management literature by empirically illustrating differences in purchasing practices in different cultural contexts and developing theory-driven propositions for the influence of national culture on the professional service purchasing process.     

Assessment and selection of management consultants: A comparative cognitive study between small- and large-scale companies

This paper explores alternative ways of evaluating and ultimately hiring a generalist consultancy for short- and medium-term projects, and how this is shaped by the size of the clients’ company. What buying factors do managers of small and large firms have in mind when hiring consultants for their projects?Instead of employing surveys incorporating predefined buying factors based on what the researchers think would be important, a cognitive mapping methodology - the repertory grid technique - is applied to investigate the underlying phenomena. Using the repertory grid technique to draw mental models is a novel research technique within the supply management field. Recent behavioral supply chain management research found the behavior of managers to be critically influenced by mental models: the lenses through which managers perceive, simplify and interpret the world.Results show differences between the buying factors used in small- and large-scale companies: managers of large companies are more ‘reputation and outcome-oriented’ and managers of small businesses are more concerned with ‘how the services are rendered’. However, both constituents stressed the importance of expertise, quality and the relationship between the client and the management consultancy, although the character of such a relationship differed between small- and large-scale firms. Results also point out criteria that managers of small and large companies employ to discriminate between good and poor performing consultancies and to judge service delivery. The practical implications for both companies hiring consultancies and the consultancy companies are discussed. For consultancies, our findings can help tailoring their efforts to a differing clientele when marketing and selling their services. For companies hiring consultancies, fixating too much on particular buying factors may lead to biased decisions.     

Restructuring materiel management functions: a method for prioritizing changes and reducing costs

The success of any manager depends highly on the ability to seize on opportunities that will achieve the organization's goals. Hospitals are currently searching for ways to reduce costs while maintaining or enhancing the quality of services. Quality services are increasingly being defined as those that are most responsive to customer needs. It is important, as hospital management restructures materiel systems or methods of operation for reduced costs, to focus on the user departments as the customers. The consolidation of materiel management activity should not be seen as a loss of control at the user department level. Instead it can be seen as a new way of providing service with higher quality. User departments should see concrete benefits on a weekly basis, including reduced time spent on materiel management functions; increased planning of purchasing, inventory, and distribution functions; and assistance in meeting restricted supply budgets.     

Procurement of logistics services and sustainable development in Europe: Fields of activity and empirical results

This paper strives to answer the general question; how far purchasers of logistics services take into account aspects of sustainable development. Modeled on the German Sustainable Development Strategy, which is based on the EU Sustainable Development plan, five fields of activity are defined: the reduction of transport intensity and emission, the reduction of land use, the choice of carrier under consideration of sustainable aspects, the permanent improvement of working conditions, and the enhancement of qualified employment. Then, propositions for purchasing companies of logistics services are developed, which contribute to safeguard ecological as well as social sustainability. In order to conduct an explorative study, a questionnaire was sent to 750 purchase and logistics managers. It was found that purchasing companies place high value on ecological and social aspects. But the perceived importance is not associated with purchasing companies' own contributions to logistics service providers' sustainable activities. Additionally, it was seen that purchasing companies exert only a minor influence on logistics service providers regarding ecologically and socially sustainable actions. A fundamental precondition for a sustainably oriented procurement of logistics services can be seen in the purchasing companies' awareness of the need for integrating sustainable aspects in economic decisions.     

Organizing IT purchases: Evidence from a global study

Information technology (IT) purchasing is covering an increasing part of companies’ expenditure. Scholars mainly investigated IT purchasing in terms of make or buy drivers from an IT perspective. Similarly, companies have been focusing on make or buy decisions and specifications definition in relation to technological characteristics. This often resulted in failures related to the goods/services purchased due to e.g. lack of negotiation skills, contracting, and suppliers’ relationship management. Accordingly, IT purchasing might require new structures and processes management.The purpose of the paper is to investigate what are the possible configurations for IT purchasing, and how these configurations are characterized in terms of purchasing process (i.e., strategic purchasing, sourcing and supply) and organization (i.e., roles involved, level of centralization, and span of control). Furthermore, the paper asks how IT relevance and purchasing maturity might affect these configurations. Through 12 case studies of leading international companies, four main configurations of the organization and the purchasing process for IT purchasing were identified, namely neutral (no specific approach is in place), IT oriented (the IT department takes the lead over the purchasing department), purchasing oriented (the purchasing department manages the whole IT sourcing process) and IT strategic (IT and purchasing departments jointly manage the IT purchasing process). The choice of the configuration is driven by IT strategic importance (low for neutral and purchasing oriented) and purchasing maturity of the company (low for neutral and IT oriented).     

Managing the performance of outsourced customer contact centers

This research focuses specifically on customer contact services that have been outsourced to external suppliers. The performance of the contact services supplier directly affects end customer satisfaction which underlines the need for appropriate management of customer contacts and consideration of the end customer's perspective in designing appropriate key performance indicators (KPIs). This research draws on various streams of literature including services purchasing, performance management and service quality to derive propositions on how to manage customer contact services suppliers. These propositions are subsequently investigated in an in-depth case study. The results of the case study show that managing customer contact services suppliers on effectiveness rather than efficiency benefits the overall performance of the supplier. This research shows that quality improvements in both process and service delivery ultimately lead to decreased costs. These improvements will furthermore enhance customer satisfaction and improve buying company performance. The current trend in selecting and managing suppliers for outsourced business processes is on efficiency improvements and cost savings. However, this research shows that this type of focus can actually decrease customer satisfaction and increase costs.     

A portfolio approach in the e-purchasing of materials

By improving the procurement process purchasing departments are becoming more and more strategic in order to increase overall companies performances. In the last years, web-based tools have effectively supported this trend by offering to buyers useful tools in order to help their activities. Purchasing departments have now to choose the right tool for the right purchase in the right supply market; for this reason it is important for them to adopt a portfolio approach exploiting all the different solutions offered by the technology according to the different situations.In this perspective, this paper identifies four most common purchasing approaches adopted by companies, which drivers are considered to choose among these, and which level of performances companies achieve through the identified approaches.Empirical evidence is based on a survey research involving 162 US companies.     

The relationship between national culture and the use of professional services: Evidence from two cross-country studies

Each year, clients spend large sums on professional services, such as accounting services, legal services and consulting services. While research has found significant cross-country differences in organizations’ spending on professional services, we do not know why they occur. Inspired by the organizational buying behavior literature, this paper investigates the influence of national culture on the use of professional services, particularly management consulting services. As the use of professional services involves considerable uncertainties—particularly for the buyer—it can be assumed to be influenced by cultural differences regarding the level of Uncertainty Avoidance, Individualism and Masculinity. By drawing on two independent cross-country studies, we show that organizations in high uncertainty avoidance and individualistic cultures use professional services less than organizations in low uncertainty avoidance and collectivist cultures. We found no relationship between Hofstede's dimension of Masculinity and the use of professional services. The findings contribute to the theorizing on how the cultural context influences organizational buying behavior and the purchasing of professional services.     

How to leverage a bad inventory situation.

Small manufacturing companies have a hard time taking advantage of the price breaks that result from large purchase orders. Besides the greater amount of money involved, purchasing large quantities of items demands additional space for storing the items. This article describes a company that created separate inventory management and finance company to provide inventory management services to itself and to market these services to other small companies in its area.     

第三方物流的增值服务

当前国际市场第三方物流（3PL）有很高的竞争力。大多数的第三方物流供应商提供一些基本服务,如运输与仓储服务,但很少提供增值服务。研究课题的主要目标是将第三方采购（3PP）作为其第三方供应商的增值服务。3PL提供商应当增加其增值服务,是为了保持其核心的竞争优势。而同时3PP是一种可行的选择。许多我国当地的第三方物流供应商并没有意识到他们的增值服务,因为他们主要只提供基本的服务（运输和仓储）。另外,从买方的角度来看,中小型企业缺乏足够大的购买力,比如数量,所以他们的采购价格相对而言比大企业要高出很多。这个研究提出第三方采购作为其增值服务,一方面能够增加第三方供应商的核心竞争力,另一方面使得我国的中小型企业也能获得更多的利润。     

石油物资集中采购模式的分析

实行石油物资的集中采购，能有效降低采购成本,提高油田经济效益，对油田企业至关重要。近年来，我国三大石油公司大力推行集中采购，取得十分明显的经济效果。由于物资种类多,采购规模大，因而相应的供应商数量也非常多。而油田多以传统采购模式为主，采购部门重复，采购效率低下。采购成本增加。在此分析集中采购在石油物资采购中的优势，以期达到降低采购成本，增加油田效率的目的。     

Inventory accuracy in 60 days!

Despite great advances in manufacturing technology and management science, thousands of organizations still don't have a handle on basic inventory accuracy. Many companies don't even measure it properly, or at all, and lack corrective action programs to improve it. This article offers an approach that has proven successful a number of times, when companies were quite serious about making improvements. Not only can it be implemented, but also it can likely be implemented within 60 days per area, if properly managed. The hardest part is selling people on the need to improve and then keeping them motivated. The net cost of such a program? Probably less than nothing, since the benefits gained usually far exceed the costs. Improved inventory accuracy can aid in enhancing customer service, determining purchasing and manufacturing priorities, reducing operating costs, and increasing the accuracy of financial records. This article also addresses the gap in contemporary literature regarding accuracy program features for repetitive, JIT, cellular, and process- and project-oriented environments.     

An analysis of the cost of providing ancillary services to skilled nursing facility patients in New York State

Currently, nursing homes can arrange for the provision of ancillary services either by providing the services directly, purchasing the services through contracts and fees, or by outside billings, in which the services are supplied by other providers who then bill Medicaid directly. Frequently, some combination of these three modes of provision is used for each ancillary service. The purpose of this study is to explore ancillary costs in a sample of nursing homes and to determine, to the extent possible, the most cost-efficient means of providing selected ancillary services (physical therapy, radiology and medical staff services). Prior to examining the impact of the mode of provision on cost levels, other facility and patient characteristics that might justifiably affect costs are identified and adjusted for. The results demonstrate that outside billing or purchasing services can be much less expensive than providing the services directly. It is suggested that all ancillary services (outside billings as well as services provided directly through contracts and fees) be included when facility-to-facility cost comparisons are made. This approach should serve as an incentive for nursing homes to seek the most cost-efficient means of providing ancillary services.     

对我国工程监理业改革与发展的探讨

我国入世后3～5年内工程咨询市场将全部放开，而国内监理行业存在业务范围单一化、监理法规不完善等不利状况，国内监理企业与国际工程咨询公司同台竞争其实力明显有待加强。因此短期内完善监理法律规章，扩展监理企业业务范围——从单一的工程质量监督向工程全寿命管理过渡。笔者对此提出了一些帮助性建议，仅为国内工程建设监理的改革与发展提供参考。     

Securing customer satisfaction through component service specifications: Purchasing maintenance services for social rented housing

Many companies nowadays buy services that they pass on to their customers. A specific example is a housing association that buys maintenance services to be delivered to their tenants. These services are referred to as component services and have a large impact on end customers, and this should be taken into account when developing the specifications for the service.The main objectives of this article are to (1) find out what end customers perceive as important for their customer satisfaction for component services; and (2) investigate whether the buying company gives sufficient attention to these characteristics in their service specifications. We investigate these issues in the context of maintenance services bought by Dutch housing associations and conduct a survey among tenants to determine the relative importance of different characteristics of the maintenance they receive on their dwellings. Subsequently, we investigate service specification documents to verify whether they sufficiently reflect the characteristics that are important for tenants.The survey results show that determinants of maintenance service quality that add to perceived tenant control are more important in case of reactive maintenance than in case of planned maintenance. Based on our analyses, we conclude that the selected housing associations only to a limited degree take these aspects into account in the specifications of maintenance services. Although replication in other settings is required, the results of this study suggest that buying companies are not always aware of the specific characteristics of component services, and how this affects the purchasing process.     

Beratungserfolg – eine Betrachtung des State of the Art der Ansätze zur Messung und Erklärung des Erfolges von Beratungsleistungen

This paper deals with the actual question of how to measure and to evaluate the success of consulting services. It provides an overview of existing models and concepts concerning the measurement of consulting success and discusses the applicability and limits of these concepts. We show that there are very different perspectives which can be classified according to their research interest and object of investigation. Moreover, we describe their practical implications as well as their limitations. Finally we assess the different perspectives and provide advice on possible future research.     

New purchasing measures for stellar performance.

According to this article, many manufacturing companies evaluate their purchasing departments using inappropriate measures. One reason is that the measures chosen are easy to use. Another is that the companies tend to favor predictability, and they thus prefer numbers that they can try to achieve. But predictability is not always a virtue. In fact, an obsession with predictability can prevent the kind of flexibility that is often necessary to respond to changes in the market. The article suggests that the best measures to use in evaluating purchasing departments are behavior measures, not price, delivery, or quality measures.     

Do quality perceptions of health and social services vary for different ethnic groups? An empirical investigation

The United States is now more ethnically diverse than any other time in its history. In 2000, minority ethnic groups comprised 26% of the US population; by 2010, they comprise 35%, and in 2080 they will form the majority of American citizens. And among these ethnic groups, African Americans (12.4%), Hispanics (15.4%) and Asians (4.4%) were the most predominant in 2000. The growth of this segment of the population is not only in terms of numbers but also in terms of economic development. Minority groups are showing marked improvement in income and education levels leading to greater purchasing power. As a result, for‐profit companies are increasingly targeting minority populations with products and promotions specifically designed for specific minority groups. Even non profit organizations such as educational programs, social service and healthcare agencies are striving to design specific services and culturally competent outreach models in order to serve this increasingly diverse marketplace. But despite the strides made by non profit agencies, several studies note the tremendous disparities between the ethnic and racial groups in the seeking and the receipt of health‐care and social services. Additionally, there is limited empirical information about the perceptions of minority consumers. In order to effectively serve minority groups, it is essential to understand their experiences with the non profit service industry and to assess their ongoing concerns. In this study, we focus on two critical components of the non profit world – healthcare and social services. We conducted a survey to compare and contrast the social service and health‐care quality perceptions of three ethnic groups: Caucasians, African‐Americans and Hispanics. Our study, undertaken in collaboration with community health centers, reveals distinct differences in perceptions between the three ethnic groups. Based on our findings, we outline a set of implementable strategies for social service and community health organizations. Copyright © 2010 John Wiley & Sons, Ltd.