Discuss, debate and exchange ideas on latest trends and opportunities in the Business Process Management (BPM) landscape. Deliberate on adding “business value” to clients, vendors, employees and various other stakeholders to enhance customer satisfaction and sustain long term partnerships.

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What Customers Want From Their Procurement Partners... a Fresh Perspective...

No two clients are the same, and their problems require individual attention with equal precision, from every possible angle.

This is a narration from an episode of the well-known American television medical drama, Grey's Anatomy:

"In order to get a good diagnosis, doctors have to constantly change their perspective. We start by getting the patient's point of view, though they often don't have a clue what's going on. So we look at the patient from every possible angle. We rule things out. We uncover new information, trying to get to what's actually wrong. We're asked for second opinions, hoping we'll see something others might have missed. For the patient, a fresh perspective can mean the difference between living and dying...

When we look for second opinions, it can shed new light on the problem; makes you see it in a whole new way. After all the opinions have been heard and every point of view has been considered, you finally find what you're after - the truth. But the truth isn't where it ends, that's just where you begin again with a whole new set of questions..."

Similarly, when procurement partners design solutions for customers, who approach them akin to patients with their purchasing problems, their system is suffering / unwell and needs the most accurate diagnosis from partners. It is up to partners, as doctors in the situation, to assess the state of affairs with complete and thorough diligence, multiple approaches, several best practices and flexible ideas of providing a timely and exact solution / cure to our clients without medical non-sense/scare mongering (sometimes rampant in medical and procurement partner fraternity).

No two clients are the same, and their problems require individual attention with equal precision, from every possible angle.

Let's continue the discussion and share some examples too of experience as Doctors or Patients here. Cheers !


Agree with the analogy. Procurement service provider of course have obligations to provide customer specific service solution design and services experience. Well written post.

Well written Prerna. Analogy is just and compelling. Service providers have obligation to design,sell and deliver customer needs specific services experience and outcomes.

A very apt analogy.Yes, the diagnostics for two patients could be similar but never the same. More and more organizations are looking for a customised solution to their requirements and why not, the market is competitive with a number of able service providers. In this scenario the one that makes a difference is the one who brings in new ways of curing ailments and building back the immunity and robustness. Overalll a great read and brought in a fresh persepective indeed.

Very good start and right perspective. Way to go.

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