To balance customer service with delegated authority, a procurement manager should take what action?

Making training mandatory for all users authorized to make purchases is a proactive approach that supports the dual objectives of enhancing customer service and ensuring appropriate delegated authority. By providing comprehensive training, the procurement manager equips users with the knowledge and skills necessary to make informed purchasing decisions aligned with organizational policies and procedures. This training fosters a deeper understanding of best practices, compliance requirements, and effective procurement processes, which ultimately enhances overall operational efficiency and customer satisfaction.

Mandatory training also encourages accountability among users, as they become more aware of their responsibilities when making purchases. This empowerment results in users feeling more confident in their decision-making, while still being supported by the procurement team. It strikes a balance where user departments can independently manage their purchasing needs, but within a framework that adheres to the organization’s procurement standards.

In contrast, avoiding interference in user departments' buying practices might lead to a lack of oversight and inconsistency in purchasing decisions, potentially resulting in non-compliance or inefficiencies. Similarly, limiting training could lead to misunderstandings or misapplication of procurement principles, undermining the benefits of delegated authority. Insisting on procurement retaining responsibility for user spending could create friction and hinder the flexibility needed for effective departmental operations, reducing overall responsiveness to customer needs.