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Customer Service Index for Procurement organizations (CSIP) is a procurement management tool and key process indicator that measures the level of internal customer service provided by a procurement department. The index was developed based on the concepts of customer perceptions and service parameters set by the service provider up front. CSIP’s formula takes into account intangible factors such as customer satisfaction surveys and tangible ones such as purchase order lead times. A customer service index can be a number between 0 (lowest) and 100 (highest). The higher the index, the higher will be the contribution of the department to company’s bottom line. The index can also be considered a reliability indicator of the procurement department. The metric was developed by (and is a service mark) of Miguel Salcedo. It was first introduced by Salcedo in his 2017 SSRN research article “Customer service in procurement organizations”