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Oct 21, 2011
Dec 21, 2010
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  • CW+: 500 Club case study: The Royal Mail approach to supplier relationship management

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    Your IT department and your suppliers are at loggerheads. There is a culture of one-upmanship and awkwardness on both sides. It’s not quite war, but its getting there. What do you do? That was the situation facing the Royal Mail two years ago, Antony Hayes, its head of IT vendor management, revealed at a meeting of the 500 club.“We were not managing our suppliers effectively, and we were not getting the performance and service we expected. All of that meant there wasn’t any trust there,” he said.“Our suppliers were frustrated because we did not always listen to what they were saying. We were frustrated because we didn’t feel they understood the urgency of the issues. There was a real break-down in communications,” he told an audience of IT professionals

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