Intern kommunikation av inköpsprocessen

Sammanfattning

This thesis was performed at Scania’s purchasing department of non-automotive products in

Södertälje, Sweden during spring 2007. The management of the purchasing department of

non-automotive products believe that their internal customers might not have full

understanding of what the purchasing department does. This is a problem because the internal

customers might not use the contracts negotiated by the purchasing department or they might

not involve the purchasing department when making purchases.

The purpose of this thesis is to examine if and how the internal customers? perception deviates

from the purchasing department’s perception regarding the task of the purchasing department.

And also to create a communication package with the purpose of increasing the internal

customers understanding of what the purchasing department does. The research strategy of the

thesis was a survey and empirical data was collected by using questionnaires and interviews.

The communication package was designed with the result from the gap analysis, information

from interviews, relevant communication theory and information from Scania’s intranet.

The gap analysis indicated that the internal customers might not have complete understanding

of the work which the purchasing department does regarding the supplier base and activities

concerning the supplier base, i.e. how the purchasing department finds and evaluates

suppliers. The analysis also indicated that the internal customers did not want the purchasing

department to be involved to the same extent as the purchasing department itself wants, when

finding and evaluating suppliers. The gap analysis also indicated that the internal customers

possibly lack understanding of the fact that the purchasing department has to consider the

total cost imposed on Scania when evaluating quotations and choosing supplier. Furthermore

the internal customers did not want the purchasing department to be involved to the same

extent as the purchasing department itself when evaluating quotations and selecting suppliers.

In order to bridge the gaps and to increase the internal customers understanding of what the

purchasing department does, a communication package was produced. The communication

package consists of a power-point presentation, instructions and a suggestion of

implementation. The power-point presentation was tested in a pilot on a group of internal

customers. Input for improvements was received when interviewing the internal customers

participating in the pilot.