EDITOR’S NOTE: Mathew Schulz’s January 29th, 2024 post on “The Ritz-Carlton $2,000 rule” has a lesson for the C-Suite regarding their procurement department.
I share my thoughts in today’s post:
Great post, as always, Mathew Schulz!
Here is an excerpt of a 2004 study assessment I wrote that links your The Ritz-Carlton Hotel Company, L.L.C. story to procurement – https://bit.ly/40HDpfL
“In my fall 2004 analyses of a study on the use of web-based applications, I made the following observation:
It is my position that a true centralization of procurement objectives requires a decentralized architecture that is based on the real-world operating attributes of all transactional stakeholders, starting at the local or regional level. In other words, your organization gains control of it’s spend environment by relinquishing centralized functional control in favor of operational efficiencies originating on the front lines. This is the cornerstone of agent-based modeling.”
The Ritz story is a perfect example of a decentralized approach to customer service that empowers employees to deliver a high level of customer service without being bogged down by processes and procedures.
Tagging • Shep Hyken for his opinion on this kind of employee empowerment to deliver great service.
In the meantime, what are your thoughts?
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Gleason, Robert
January 30, 2024
Interesting post Jon. As a model of corporate culture to follow for both service and respect, one must recall this is where the legend of Joshie the Giraffe was born as was related by Doron Prylukhttps://www.linkedin.com/pulse/inspiration-thursday-3-joshie-giraffe-exceptional-customer-pryluk/
A model I try to follow, as my experience is that the strongest relationships are born and sustained, often under the toughest circumstances, with this standard.
And as Procurement sits between both supply and demand at every level, strong relationships on both sides of the equation are vital to success, the âsecret sauceâ. It enables me to get the tough, complicated things done in procurement.
Whatâs your experience?
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Robert E. Gleason, CPPO® Director, Purchasing Division 115 S. Andrews Avenue, Room 212 Fort Lauderdale, FL 33301 Office: 954-357-6070 E-Mail: rgleason@broward.orgrgleason@broward.org Web: http://www.broward.org/purchasing
piblogger
January 30, 2024
WOW, I just read the Joshie the Giarffe story, Robert. WOW!
That says it all!
Thank you for sharing the link.