SCM Invoice Project Moving Forward

As you may know, Supply Chain Management (SCM) recently created a task force to examine and improve the customer experience around the invoice and payment processes. We want to once again provide an update on the group’s progress. 

Previously, we identified four themes as areas of improvement to focus on: training and communication, reviewing/improving the process, transparency, and roles and responsibilities. After hearing from customers and talking with internal subject-matter experts, our project teams proposed improvements and solutions for each theme. The proposed improvements were categorized into actions, training and communication needs. 

Actions 

Actions were defined as things we need to do in response to our findings or things we could do immediately, including (all in progress): 

  • Audit and analyze Transcepta training materials  
  • Define criteria for use of Transcepta 
  • Define the customer and supplier roles in regard to invoice and payment processes 
  • Clarify the invoice and payment process 
  • Confirm appropriate visibility to invoices for BearBuy users 
Training 

While SCM currently offers a variety of training resources on our website, we found that we need to improve and/or create additional materials to distribute through a wider variety of channels – website content, newsletters, training guides, webinars and videos. Steps to improve training resources include: 

  • Create materials (handbook, regularly scheduled supplier communications, etc.) to inform suppliers on resources available, how to submit invoices, the supplier’s role and how to get help. 
  • Provide internal customers with training and improve transparency for the process and reinforce where to go for help. 
Communication 

While we have been communicating our progress on this project, we know that more communication is needed to build trust in our processes and your ability to pay suppliers in an easy, timely manner. Going forward we will share information on improvements, promote training and resource materials, and tell our story. This includes all of the channels mentioned above as well as reaching out to departments on a regular basis to hear your needs, questions and issues.  

Be on the lookout for more updates as we continue our work to improve customer experience around the invoice and payment processes. 

February 14, 2022
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