As a global healthcare business managing thousands of invoices and billions of dollars in managed spend each year, the company needed a streamlined procurement and accounts payable organization that could handle such high volumes. But its procure-to-pay (P2P) processes fell behind best-in-class standards and the buyers in the business weren't complying with procurement policies.
The challenge was that many policies were overly complicated because there was little global oversight to enforce and align processes. And, the company had limited performance measurement, making it difficult to hold users to account. When the team faced issues, its inability to resolve them quickly frustrated both employees and suppliers.
A few years earlier, the company had implemented a market-leading P2P platform that hadn't delivered the expected results. As we got to work to help rethink P2P, we realized the problem wasn't technical, the healthcare company had failed to fully embed the technology in its business processes and practices.
A lack of change management and training had held back adoption. What the company needed was to review its policies, governance, and compliance, and understand why its processes were not user-friendly.