The client faced challenges with a long-term supplier who consistently failed in service metrics, reliability, and cost efficiency, hindering customer satisfaction and budgetary goals within a resistant-to-change culture. The new contract was going to be bid to get a new supplier, and they were not prepared to do that.
MetaExpert Suzanne developed a global supplier selection criteria, identified potential suppliers, and collaborated with stakeholders to form an expert team. She facilitated the drafting of technical documentation and bid packages, managed the RFP process, negotiated contracts, and conducted post-award supplier meetings. Additionally, she created a lessons-learned library and standardized documentation templates.
While specific ROI metrics weren't accessible, the project significantly reduced staff frustration, enhanced customer experience, established a reliable supplier partnership, and achieved substantive cost savings.
By navigating a change-averse culture and initiating a strategic supplier transformation, the project drastically improved customer satisfaction, reliability, and cost efficiency.
Contract Length: Hired as a one-year contractor, 40 hours per week, leading to a three-year extended contract.
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