Engaging with suppliers

We see excellent relationship management as the key to continuous improvement. Our annual supplier relationship survey and regular face-to-face meetings are at the heart of our supplier engagement programme.

The annual survey was conducted in February 2005 and generated 105 replies - a response rate of 21%, similar to the previous survey and representing 61% of our total spend.

The survey revealed an overall satisfaction level above target - 97% of respondents said they were "satisfied with your overall relationship with Camelot", up from 94% in the previous survey. They felt that we are committed to maintaining and improving successful supplier engagement, with 98% agreeing "Camelot is open and honest with your company", up from 94% in the previous survey. This year we have also introduced new measures: See Consulting and responding, nearly 96% were "satisfied with Camelot's ability to listen to you" and 92% were "satisfied with Camelot's response to your suggestions".

Percentage of satisfaction with the overall relationship with Camelot (%)
Target  80
2004/05  97
2003/04  94
2002/03  94
2001/02  78

In 2005/06 we will continue to innovate in supplier engagement. For example, we are planning to send our supplier relationship survey electronically as that may be more convenient for suppliers. We hope this will increase the response rate. We will also work with account managers to develop their engagement skills and their approach to active supplier development. We also aim to maximise the value from the relationship and shift further responsibility to each account manager for successful supplier relationship management. For example, we are planning to produce a leaflet for account managers explaining our purchasing and tendering policy and processes, and explaining our approach to relationship management.

The survey results showed a downturn in suppliers' satisfaction with Camelot's tendering process, tendering feedback, and the quality of information being provided on tendering success and expectations. Only 82% of respondents were 'satisfied with Camelot's tendering process', compared to 99% last year. Satisfaction with information on tendering success and expectations fell from 96% to 90%, and there was a decline of eight points to 90% on satisfaction with feedback at each stage of the tendering process. In total, 10% of the suppliers that completed the survey have expressed dissatisfaction about our tendering process. All of these suppliers were those that lost some business from us during the year. In 2005/06, we will work with them to learn how we can improve.

We made a commitment to seek opportunities for more effective working across the value chain. We feel that through further engagement with our suppliers, as illustrated in the case study in this section, we have achieved this commitment.

Back to top