VODAFONE PROCUREMENT COMPANY
patterns and prompt action , and eventually … enable our systems to autonomously take decisions ,” he adds .
While all the new tech is great , securing a consistent and outstanding user experience is a cornerstone to any successful digital transformation . “ You need to keep a close focus on user experience to drive adoption ,” says Plaza-Bartsch . Enhancing user experience has been a long objective of Vodafone ’ s supply chain digital transformation . As far back as 2017 the company began measuring user experience across all its procurement processes and systems . Using a net promoter score - a simple but effective questionnaire , that is automatically triggered when people interact with the digital solutions , asking users to gauge how likely they would be to recommend the SCM solutions - the results were underwhelming . On a scale from -100 ( everyone hates the system ) to + 100 ( everyone loves the system ) the score came back at -37 .
“ Naturally what this told us was we needed to do something , and so we did ,” Plaza-Bartsch says . “ While we couldn ’ t find any company trending on the positive side of user experience with procurement systems , we are strong believers that improving user experience helps our organisation to become leaner and more agile . It also helps us drive operational excellence and attract talent . People want to work with companies that have great tech , where they can unlock their potential and
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