OECM’s Board of Directors is establishing its first Customer Council Committee, a critical step in supporting OECM’s Vision 2020 business transformation journey, and a renewed focus on the customer experience.
In 2016, OECM completed a project to establish its Vision 2020 Strategy and Business Transformation Road Map. Deloitte LLP assisted OECM with this project by conducting extensive consultations with customers to gain insights to define the strategy and key priorities. Opportunities were identified in the areas of Board governance and enhancing service excellence, which became the catalyst for establishing a new leading practices competency-based Board of Directors and a new Board Customer Council Committee.
Customer engagement at OECM is not new. Historically, OECM has had frequent touchpoints with its stakeholders and customers at executive and operational levels to receive advice and feedback from customers in various ways. OECM is now looking to establish another customer feedback channel by setting up its first Customer Council Committee, as the voice of its customers.
Arnie Strub, Chair of the Board of Directors stated: “This new Committee includes three Board members and up to 14 senior leaders from OECM’s customer communities. It will play a significant role in embedding OECM’s strategic priority of Customer-Centric Services, by becoming a pipeline for customer engagement and influence at the Board level. Through this Committee we’re creating a forum for executive-level leaders from OECM’s customer communities to provide their strategic input and recommendations to help set priorities regarding strategic directions, goals and objectives and measuring business success related to enhancing the customer experience.”
Kevin Kobus, Chair of the Customer Council Committee provided the following perspective: “The goal of the new Customer Council Committee is to provide a conduit for integrated Service Governance at the Board level, by creating a forum for executive-level leaders from OECM’s customer communities, to provide their strategic input and recommendations regarding:
- Setting strategic directions, goals and objectives, and measuring business success related to enhancing the customer experience: e.g., customer relationship and service delivery strategies;
- OECM’s business plans and directions for delivery of product and services, ensuring alignment with customers’ business priorities and plans;
- Creating sector trusted advisors and advocates around key customer priorities and OECM’s value proposition.”
John Sabo, OECM’s President and CEO added: “It is anticipated that the new Customer Council Committee will play a significant role in OECM’s continued business success. OECM invites executive-level leaders from OECM’s customer communities to be part of that success, by being on the ground floor of the start-up of OECM’s new Customer Council Committee.”
With the guidance of the Customer Council Committee, OECM will provide more opportunities for the education sector, broader public sector and other not-for-profit organizations to generate greater savings for investment in Ontario communities.
OECM is a trusted not-for-profit group procurement sourcing partner for Ontario’s education sector, broader public sector, and other not-for-profit organizations. We contract with innovative, reputable suppliers to offer a comprehensive choice of quality products and services, to generate significant savings for our customers.
Contacts for OECM:
President and CEO
Supply Management and Customer Relations