NWPCSS Presentation 01-10-13 - Leeds
Dominic Kennedy – Framework Sales Manager
Agenda
Overview
Survey Results Response
KPI and SLA
Marketing Strategy
Delivered HE
Delivered WPS
Review of MPP Account Management Approach
Previously Forecasted Purchasing Profile and Final Purchasing Profile
Account Management Performance : Queries/Resolution and Communication
Sustainability Performance and Highlights
Overview
Overview
Annualised trading circa £2M (Current £1M +)
University of Nottingham - £270k live Sept
Financial Ombudsman Service - £600k live Oct
Herefordshire CC - £100k Live Oct
Worcestershire CC trail but £200k due to go live Nov
Sheffield University paper £100k
Leicester College student purchasing £40k
Manchester CC leaving the framework due to legal pressure to tender - -£400k
Survey Results Response
Survey Results Response
Low Score Adherence to Contract Terms
Better than Jan 2012 – Lower than August 12
Investigation
Which terms – delivery, invoicing, commodity, account management, MI
Check KPI and SLA per framework customer
Corrective Action
Training of customer services
Training of Truline delivery personnel
Updated customer details regarding deliveries/SLA
Account manager visit
Banner customer survey
KPI and SLA Performance
Orders – 15,721 – 45% >£20
Deliveries – 9531
Ave Delivery Value £108
Number of lines delivered 70,607 – 99.2% by due date
Number of lines ordered 69,385 – Stock availability 97.7% (including direct and stamps)
Number of lines ordered 67,994 – stock availability 99.1% (excluding direct and stamps)
Survey Results Response
Other Survey Commentary
Good improvement in product range
Good improvement in brochure/catalogue
Good improvement in quality and service from suppliers representatives
Good improvement in ordering procedure
Slight improvement in adherence to service schedule
Slight improvement in customer service
Good improvement to mini competitions
Slight reduction in value for money of the agreement
Slight reduction in accuracy invoicing/statements
Slight reduction in overall supplier perforce rating
Disappointment agreement benchmarking service HE, however in WPS positive
results
Disappointment in marketing score, as Banner has focussed with all its LUPC
customers individual marketing including
Roadshow/Closed loop
DocuBox/Academic diaries
COUP
Marketing Strategy
Marketing Strategy Delivered HE
Banner has delivered requirements requested to each individual organisation
COUP
Roadshows
Individual Universities
Falmouth – online via home page
Birmingham City University – online, DocuBox and diary mailer with deliveries
Open University – online and mailers for dairy products
Leicester College – roadshow, DocuBox, diary and closed loop PDF, student packs
Online/Punchout
Diary mailer promotion
DocuBox mailer
Closed loop mailer
Banner promotions
Banner clearance products
Marketing Strategy Delivered WPS
Wider Public Sector
Shropshire Council – roadshow, online, PDF flyer/user guide
Herefordshire Council – TBC – go live roadshow, online, PDF flyer
Worcestershire Council – TBC - go Live roadshow, online, PDF flyer
Housing organisations – roadshow
Financial Ombudsman – Internal roadshow for go live date
Wider Education- schools and colleges – call out campaign
Current Customers – contracts campaign
Review of MPP Account Management Approach
Review of MPP Account
Management Approach
The feedback I have received from key stakeholders has been really positive.
In particular the delivery to desk service is excellent and has worked well.
The university has also been pleased with the level of competitive pricing that is on offer for all
office stationery products. This has enabled us to get maximum value out of the contract.
Mark Rund Procurement Officer
London South Bank University
Review of MPP Account
Management Approach
MPP delivered savings vs. previous spend
Manchester CC - £120k per annum
Open University - £50k per annum
Birmingham City Uni £40k per annum
London South Bank University - £60k per annum
University of Nottingham - predicted £130k per annum
Shropshire CC – predicted spend reduction £80k per annum
MPP account management approach
Manchester CC – savings delivered by preferred listing
Open University – preferred listing and authorisation procedures
Birmingham City University – preferred listing and authorisation procedures
Bradford College – restricted list and high level full access
Leicester College – restricted list and high level full access
Review of MPP Account
Management Approach
Proactive reviews to all customer via account management highlighting
Own brand savings
Order method saving
Internal order process saving OPTIMISA
Missed savings
Volume savings
Promotional savings
Previously Forecasted Purchasing Profile and Final
Purchasing Profile
Previously Forecasted Purchasing
Profile and Final Purchasing Profile
LUPC
Construction Skills – Forecast £100k – Actual £84k
Goldsmiths University – Forecast £50k – Actual£4k
London Southbank University – Forecast £100k – Actual £106k
St Georges University – Forecast £40k – Actual Annualised £10k
Bradford College – Forecast £30k – Actual £27k
Manchester Council – Forecast £400k – Actual £400k 12 month period
Stirling Council – Forecast £120k – Actual £129k
Shropshire Council – Forecast £80k – Actual Annualised £65k
Birmingham Community Health – Forecast £10k – Actual £6k
NESHA – Forecast £10k – Actuals £9k
Delayed FOS £600k
Herefordshire CC £80
Worcestershire CC £200k
Previously Forecasted Purchasing
Profile and Final Purchasing Profile
SUPC
Birmingham City University – Forecast £100k – Actual £53k
University of Bedfordshire - Forecast £40k – Actual Annualised £36k
University College Falmouth – Forecast £40k – Actual £37k
NEUPC
The Open University – Forecast £150k – Actual £123k
Sheffield University (joint) Forecast £50k – Actual £25k
University of York (joint) – forecast £75k – Actual £25k
Other Joint and Leakage Forecast £50k – Actual £5k
University of Nottingham – Forecast £270k per annum
APUC,NWUPC and HEPCW Limited
Account Management Performance :
Queries/Resolution and Communication
Account Management Performance :
Queries/Resolution and
Communication
Quote University of Nottingham
•
“Banner were given a relatively short time span to implement the e-catalogue at a time
when The University were upgrading the finance system. Despite several technical
challenges that both parties faced, Banner remained professional , responsive and
tenacious at all times. But the challenge didn’t stop at Go Live. Queries are pouring in and
Banner are supporting UoN in a timely and positive fashion.”
Please formally extend special thanks to Sally Hines and Anna Warnes for supporting the
project in a professional and positive manner.
Regards
Sangeeta Sahni - Procurement Category Manager - Facilities Management
The University of Nottingham
Account Management Performance :
Queries/Resolution and
Communication
Open University – positive feedback
Account management
Delivery personnel identifying address errors
Punchout team working to go live
Birmingham City University – positive feedback
Account management
Response to additional preferred listing additions
Delivery
Shropshire Council – referenced Banner Account Management and Framework
Account Management Performance :
Queries/Resolution and
Communication
Manchester Council – referenced Banner account management and framework
Just wanted to express my thanks and appreciation for the work you have put in with
working with Manchester in helping us to rationalise products and enforce the
gateways we put in to manage the council's spend particularly at year end when
sections usually increase their spend. I've been looking at Manchester's monthly
spend figures that have been sent over and the spend in March reduced significantly
from last year. The figures also show the spend we usually see in March hasn't moved
into the following months as April and May's, spend did not significantly increase
either and we have made further savings against the previous years spend. Clearly
the work everyone has put into this has been successful for Manchester and is much
appreciated.
Kind regards
Karen
Karen Lock
Account Management Performance :
Queries/Resolution and
Communication
Customer Service
Quarter - number of queries - 265
Delivery Hasten – 37 – 95% closed within SLA
Returns – 143 – 100% closed SLA
Product Queries – 33 – 88% closed within call – 12% response within 24 hours
Checking Order Receipt – 42 – 100% closed within
Other - 10 – 85% within SLA – 15% 24 hours
Dedicated LUPC Contact Team
Outbound Telesales Team
Sustainability Performance and Highlights
Sustainability Performance and
Highlights
Performance and Highlights
100% deliveries via Recycla box
NWPCSS Green Optimisa - LINK
25.4% Globe and Tick Products
11.4 % Recycled Copier Paper
88.6% Sustainable Sourced Virgin Copier Paper
17.2t Carbon Footprint
Renewed interest for closed loop paper