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Unrivalled Programme Choice

The programme features high-level keynote presentations, numerous case studies in the multi-stream seminars programme and round-table discussion sessions, providing both buyers and suppliers with the best learning and networking opportunities of the year.

Improving Customer Experience

The theme for the 2018 Premier ConfeX series is ‘Improving Customer Experience’.

In defining ‘Customer Experience’ we first need to identify who our customers are. I would argue that as a service function, which it is, all stakeholders that procurement comes into contact with could be regarded as customers – even our suppliers. While this may sound odd, we are providing services to both the buy and supply sides of the equation. Therefore, should we not treat our suppliers just as well as we do our internal customers?

3rd Annual PASA Awards

The Entrepreneurial Procurement Awards were launched in 2016 to identify and recognize those organisations, from both the buy and supply sides, who have demonstrated entrepreneurial qualities to drive new value for their organisation or customers.

The 2018 Awards will focus on the 2018 theme of ‘Improving Customer Experience’

For further information on the awards please click here

Reasons to Attend

• Understand why ‘Improving customer experience’ is critical to the future of procurement
• Learn how to analyse your customers/stakeholders in order to properly understand how you should engage with them
• Hear case studies from leading practitioners who are already putting these principles into practice
• Gain insights into how you can deliver improved customer experience through use of technology and social procurement
• Acquire practical tools to equip you to achieve remarkable results in the workplace
• Network and learn with and from your peers at Sydney’s premier procurement gathering

Who Should Attend?

PASA Conferences attract a broad spectrum of procurement professionals, from Chief Procurement Officers to category and contracts managers. The programme for the PASA Confex should have wide appeal, with content that should be vital to:

• CPO’s, Heads of Procurement/Commercial, General Managers – essentially whoever is responsible for the managing of the procurement function
• Procurement managers/officers, category managers, vendor managers, contracts officers/managers, supplier relationship managers, commercial managers, procurement analysts, sourcing managers, procurement/sourcing specialists etc.
• C-suite Executives with responsibility for procurement – Come along and see what other organisations are doing and gain ideas as to how to draw more value from your procurement function
• Suppliers – If you work in sales, business development or account management, dealing with procurement, then you should not miss this opportunity to learn more about where procurement is heading and how this impacts on how you relate.

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  • Day 1

    Tues 23rd Oct 2018

  • Introduction and theme

  • Hear how Leigh recognized the need for, and developed, a truly customer-focussed Supply Chain operational support centre at Compass Group Australia. Hear how he:

    • Fundamentally redesigned the customer support capability within Supply Chain
    • Complemented highly capable teams with complementary technology and data based processes
    • Is able to measure, manage and drive continuous customer performance improvement.

  • Health Purchasing Victoria (HPV) commenced a customer-focused strategy in 2017 to improve health service engagement and better understand their needs. A year on, this collaborative approach has delivered significant value to HPV and its customers. The journey has shown that genuine and personalised customer engagement increases stakeholder buy-in to the benefits of HPV collective sourcing, supporting procurement and probity practice improvement and best-value healthcare outcomes in line with HPV objectives.

    • The drivers of change: Why HPV embarked on a journey to improve customer engagement
    • Key elements of HPV’s Customer Engagement Strategy
    • Demonstrated benefits one year on
    • Key lessons

  • What is poor listening costing you, your team, your organisation and your impact?

    How many of us rush from meeting to meeting, your head buried in the last conversation you had, without time to think of the next?

    How many of us feel frustrated with unproductive discussions where the loudest in the room adds limited insight and drowns out everyone else?

    Have you ever worked furiously on a project, only to find out you have delivered something that didn’t meet your customer/stakeholder's needs?

    We often think of these situations as communication problems; that we have not spoken our needs correctly or clearly. Yet, conflict, chaos and confusion such as these are the costs of poor listening.

    Join me to gain insightful tips on how Deep Listening can improve your customers experience.

  • What skills are people developing in different parts of the world and why? Where does ANZ stand in relation to rest of the world? As a buyer, do you want to know whether you are on the right track in terms of personal development, whether it matters, and how you compare with your peers around the world.  

    This is your opportunity to hear about the Global Procurement Capability Benchmark. 


  • Digitisation is apparently one of the next key steps if you are to develop a world class procurement function. This session raises a number of questions about ‘digital’ procurement and its role in delivering a better customer experience.

    • What is digital procurement and how is it related to customer centricity?
    • Why are we even talking about “digital procurement”?
    • What are the implications of digital and customer centricity for procurement technology
    • What are the technology options?
    • Where do you start?

  • This session looks at social procurement from the perspective of a corporate buyer and a social enterprise supplier.

    • What is social procurement and social enterprise?
    • How is the market changing?
    • How is social procurement working?
    • What are the challenges?
    • What are the benefits to your business?

    Sam will facilitate a discussion between a corporate buyer and a representative from a social enterprise

  • Explore the evolving technological methods that can be used to get from the basics of spend analysis, to identifying and structuring procurement opportunities and managing supplier relationships within a condensed timeline. 

    • Understanding procurement maturity and the steps along that path
    • How to combine the ‘hard facts’ of procurement and market data with the ‘soft facts’ of stakeholder perspective
    • A look at the advantages of Opportunity Assessment to direct and focus category planning
    • An overview of the technologies available and how they can be applied from a non-technological perspective
    • A look at future developments and how they will benefit buyers in delivering maximum value against their objectives

  • The next frontier in the journey for Procurement is to become a trusted business partner. Businesses are no longer content with Procurement simply finding the right supplier at the right price. More savings must come from procurement influencing change with business partners.

    • What does Procurement as a trusted business partner mean?
    • How to implement business partnering into a Procurement department using the example at SA Power Networks
    • What does success look like for Procurement being a trusted partner?

  • Day 2

    Wed 24th Oct 2018

  • The procurement team is using  ‘agile’ methodologies to run a procurement process to select a technology partner for Watercares strategic transformation project.  The use of agile delivery for the implementation phase, which has meant role modelling behaviours and ways of working to the business and vendors to set them up for the delivery phase, has resulted in unusually high levels of engagement, collaboration and innovation with both internal stakeholders and suppliers.

    • How procurement teamed with senior leadership, programme executives and sponsors to follow a design-thinking approach to the future of Watercare
    • How this shift in thinking was communicated to both stakeholders and suppliers though the STP procurement process.
    • The roles and benefits of having the organisation's first Product owner and 'Scrum master'
    • Customer experience lessons learned through the process

  • As an industry and as professionals we’ve suffered from a lack of self-awareness for too long. If procurement is to realise it’s true potential it’s time to stop kidding ourselves, create and take opportunities and become masters of our own discipline.

    • Human nature and Australian culture is to find comfort and happiness in our surroundings, yet comfort is the greatest inhibitor of progress
    • Shine a new light on the industry and what we deliver to our customers
    • Learn how to make a meaningful contribution to changing the perception and capacity for success of procurement

    Walk away with greater awareness of ourselves and an action plan to change the environment around you, allowing you to be more successful and effective

  • Managing efficient procurement processes and systems is entirely meaningless unless there is a clear alignment between organisational culture and leadership. Having both of these critical and compelling forces aligned can mean the difference between highly rewarding procurement performance, or dismal and utterly depressing failure – an all too common result.

    • The key to procurement delivering positive outcomes for stakeholders
    • Delivering real value-adding results requires a highly effective corporate culture and strong leadership

    But what about procurement in the real world?

  • Digital workers (aka software robots) have the potential to extend your procurement team to deliver customer requirements more effectively. Delegates can expect to learn about what Robotic Process Automation is, which procurement-specific problems are addressed by RPA and how to practically deploy their first digital worker.

  • Whether in our business or our personal lives, we have things in common with others;we have shared values, even with strangers. How do we learn what is important to our stakeholders and uncover where we have shared values for the benefit of all parties. 

    • The Aged Care Experience
    • Collegiate vs it’s antonyms in application
    • Customer Experience Examples… The Good, The Bad and The Ugly!
    • The Opal Journey to Shared Value

    Summary: Three Actionable Takeaways

  • All too often savings is what our customers expect, so where will future savings come from? How should you prioritise what categories and contracts to tackle next? And what about non-financial benefits? Stefan has spoken to more than 150 private and public organisations in 2018 and will share the results with you during this session. You’ll receive relevant benchmarks for your industry and a guide on how to demonstrate to your business how you are adding value by achieving their strategic objectives

  • Reverse auctions as a tool have been around since the late 1990's. They have been used all over the world to obtain more favourable pricing, to reduce cycle times, and to lower overall supply costs. But how can they be used to improve our customer’s experience? 

    While some people recommend using reverse auctions for every purchase and others do not want reverse auctions to be used at all, we are proposing a more balanced view.  

    • 8 Tips for running an auction the rocks
    • Managing misconceptions and award scenarios that make your customers happy
    • Using key customer criteria bidding parameters such as quality, switching costs, contractual, lead times, social and environmental
    • Case studies on successful events 

    By using reverse auctions at the right time, correctly, and in combination with other best practice sourcing tools we can maximise the value and benefits for both our customers and the business.

  • When big companies engage small suppliers, procurement sees 3 main issues that cause problems. 

     What is interesting is that your suppliers see exactly the same problems…..but from a different point of view?

     This presentation takes a light-hearted look at a very serious issue: ‘Why can't big companies and smaller suppliers just play nicely together?’

  • Now more than ever we see pressure on procurement teams to do more with less, and to be consistently deliver innovation. 

    We take a look at some key learning’s from start-ups on ways to build more innovative and customer focussed service delivery functions, that any procurement team can use to start to identify opportunities to improve customer service, and then deliver on those requirements

  • The possibilities with the latest Business Intelligence tools are endless and the speed to delivery will surprise and delight you. See the power of effective spend data visualisation, at both a macro and category level, to drive engagement with senior stakeholders within your organisation.

    • Utilising Microsoft PowerBI, you will see how a picture (especially an interactive one) is worth more than 1,000 words and will drive internal customers towards procurement.
    • What do the components of good data visualisation look like?
    • How can this be used strategically to gain buy-in with stakeholders?

  • Our organisations are absolutely dependent upon our providers and have been for some time.  Getting the promised results has been problematic, however, and procurement is often blamed as one of the contributors.  By driving cross-boundary leadership, rather than just the sourcing initiative, procurement can make an enormous difference and create lasting value for both parties.

    • The difference between high-performance and cursed contracts
    • Where procurement can create, or detract from, success during the lifecycle
    • The leadership difference - Procurement's role in a breakthrough case


Pricing and Discounts

Standard Two Day Ticket $995.00 + GST
Standard Two Day Ticket – group of 3 or more – $645.00 + GST (per person)
PASA CONNECT member rate – Standard Two Day Ticket $495.00 + GST
PASA CONNECT member rate – Standard Two Day Ticket – group of 3 or more $315.00 + GST (per person)
Day One Only Ticket details + $595.00 + GST
Day One Only Ticket – Group of 3 or more $385.00 + GST
PASA CONNECT member rate -Day One Only Ticket $275.00 + GST
PASA CONNECT member rate – Day One Only Ticket – Group of 3 or more $175.00 + GST
Day Two Only Ticket $515.00 + GST
Day Two Only Ticket – Group of 3 or more $355.00 + GST
PASA CONNECT member rate – Day Two Only Ticket $225.00 + GST
PASA CONNECT member rate – Day Two Only Ticket – Group of 3 or more $175.00 + GST

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Thanks to our Sponsors

Gold Sponsor
Gold Sponsor
Programme Partner
Cocktail Sponsor
Barista Sponsor
Platinum Partner

Why you should Sponsor or Exhibit

The PASA Premier Confexes will bring together the largest audience of procurement professionals in the region. In terms of generating direct sales opportunities, no other event provides you the opportunity to engage with such a broad spectrum of professional buyers, over two days, in one place. As a sponsor, no other event provides you the opportunity to expose your brand and message to such a large audience over such an extended promotional period.

If you want to engage with the professional procurement community then the PASA Premier ConfeX provides you with the best possible platform.

To discuss which sponsorship opportunities would be best for you contact:

Vanessa Preece
T. +61 490 803 313



Royal Randwick Racecourse

Address: Alison Rd, Randwick NSW 2031
Phone: (02) 9663 8400