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Purch-lympics Entry #2 - Round #4
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Sandi Derouin
Senior Materials Coordinator, Saskatchewan, Canada
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"As occurs all too often in a company, too many staff members in departments other than Purchasing believe they have the skills and knowledge to buy anything.
While I was working for a large farm equipment manufacturer, we grew rather quickly and in doing so, needed to upgrade our computer systems and servers. The gentlemen heading up "IT" decided he did not need purchasing to assist him in purchasing all of the equipment required, so he placed the order, by phone and confirmed before he realized he had ordered double what he actually required - and paid for them by credit card.
He came to me in a huge panic, just sweating - he had spent double what he was approved for and he could not get the computer company to fix the order.
He gave me all of the information he had acquired and begged me to fix it before he was fired.
I spent the better part of the day on the phone with the computer company, slowly finding the right people to help me solve this problem. At first I did receive some resistance, but gradually I was able to negotiate.
I explained the situation, advised that not only had we ordered double in error - we did not receive the discount which was applicable. In my many years of Purchasing, I have learned the truth is what people respond to the most. Upon gaining an understanding of how the situation happened, the computer company, recognizing we would, of course be purchasing from them on a regular basis, choose to ensure the utmost in customer service and satisfaction.
The end result was, we were able to return the extra items ordered, received a credit and the sale price which as missed in the first place.
And, our IT gentlemen gained a huge respect for Purchasing, choosing to include Purchasing in all future purchases."
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