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Cronin Finalist Webinar Series: Michigan-The Unrealized Transformative Power of Internally-Focused KPIs in Public Procurement
Believing that rigorously-developed Key Performance Indicators (KPIs) will improve performance and customer satisfaction, the Michigan Central Procurement Services Division developed a map of KPIs to measure the Division's operation. The indicators were defined by staff and are tracked in the state's central database. Current results and trends are shown on a continuous loop on a TV in the agency's lobby. Selected KPIs include solicitation lead time, customer satisfaction, hard savings, contracts in place before current contract expiration, supplier performance, and employee recognition.

Feb 7, 2019 02:00 PM in Eastern Time (US and Canada)

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