About ADR\'s procurement training

1. PRIVATE & CONFIDENTIAL Best in class skills for procurement Prepared by: Rebecca Howard ADR Consulting Limited The Old Counting House High Street, Wallingford Oxon, OX10 0BS United Kingdom rebecca.howard@adr-international.com Tel. +44(0)1491-825-666 Tel. +44(0)7903-878-186 www.adr-international.com

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3. 3 ADR has offices in the UK, Czech Republic, USA, Australia and South Africa, with Partners in China. China Tutors (Mandarin) UK Tutors (English) North America Tutors (English) Continental Europe Tutors (French and German) Latin America Tutors (Spanish and Portuguese) South Africa Tutors (English) Australia Tutors (English)

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7. 3. Get the right shape organisation. 2. Define skills for each role. 1. Benchmark skills against others. The Journey to Best in Class 5. Embed the right skills. 4. Know what education type works. 7 www.adr-international.com

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9. 9 www.adr-international.com The global customer care team at the world’s biggest mobile phone manufacturer wanted to improve the performance of their retail outlets worldwide. Management of Nokia’s high street shops is outsourced to hundreds of suppliers who sell phones and accessories, help customers use phone applications and carry out repairs. ADR Learning worked with Nokia to design, develop and deliver a major training programme to help the company’s vendor managers secure better performance from their suppliers in the retail outlets and reduce costs. The programme included pre-course work to help understand the issues involved, examination of real-life case studies, and classroom training with role play and practical exercises. The training was delivered by ADR Learning to more than 200 vendor managers in the UK, Finland, Germany, Dubai, India, Singapore, China, Indonesia and Columbia. Topics included assessing the financial business viability of vendors, due diligence to ensure their capability and using key performance indicators to measure their performance. Other topics included managing vendor relationships, problem solving using Six Sigma tools, negotiating performance payment contracts and market analysis to manage the network of current and future vendors. Each student created an action plan saying how they would use the training and what results they would achieve. Questionnaires given to the vendor managers showed the programme achieved more than 90 per cent customer satisfaction, making it the highest-rated Nokia customer service training of the year. The results were immediate: the programme led to an increase in the quality of phone repairs by the suppliers, in turn resulting in a reduction in warranty-related costs for Nokia. Thanks to ADR Learning, Nokia vendor managers are also now better at negotiating performance contracts to maintain high-quality supplier performance.

10. 10 www.adr-international.com Rebecca Howard, Associate Director ADR Consulting Limited The Old Counting House High Street Wallingford Oxfordshire United Kingdom OX10 0BS Tele: +44 (0) 1491 825666 Email: rebecca.howard@adr-international.com Visit our website at: www.adr-international.com Sign up for our eBulletin at: www.adr-international.com/newsletter