Authors (including presenting author) :
Tong WC(1), Chan PK(1), Chan HT(1)
Affiliation :
(1)Cluster Procurement and Materials Management Department, United Christian Hospital
Introduction :
The Hospital Authority’s corporate procurement system effectively supports hospitals in acquiring necessary goods and services. Along with its merits, user departments may sometimes express concerns about the limited choices and lengthy processing time for minor-valued items that may be available on online platforms like Taobao. To address these issues, the KEC procurement office launched the “KEC ShopEasy” (九龍東 購輕鬆) online ordering channel in 2020, providing an alternative for hospital users to efficiently procure specific items at lower prices. Since its launch, KEC ShopEasy has received positive feedback, demonstrating its effectiveness in meeting diverse departmental needs while maintaining procurement integrity.
Objectives :
Complement the regular procurement system by providing an alternative supply source for general items with greater variety and lower costs
Methodology :
- Conduct interviews with major user representatives to ascertain service scope and requirements.
- Identify key tasks for enhancement and implementation.
- Defining service scope (requests under $3000, excluding chemicals and clinical items).
- Creating a streamlined workflow with user representatives.
- Assigning two designated buyers to improve communication and efficiency.
- Establishing a database of reliable vendors on Taobao for future reference.
- Regularly reporting progress and workloads for review.
- Conducting annual customer satisfaction surveys for continuous improvement.
Result & Outcome :
- Over 96% of users satisfied with the purchasing process and service quality. Feedback indicates that it provides an effective alternative for acquiring hard-to-find items and meeting specific needs. Items purchased via KEC ShopEasy are often 30% to 50% cheaper than similar local market offerings.
- Over 510 cases handled over the years, covering a wide variety of items including Household and Accessories, IT Accessories, Furniture items, and Educational Materials, etc.
- Some specific items required for special services including the Palliative Care Services and the Chinese Western Medicine Treatment Safety Office can be met.
- Starting in 2023, the service has expanded to accommodate purchases exceeding $3000 by partnering with local service agents, offering additional support including after-sales services.
Conclusion:
- KEC ShopEasy has significantly enhanced the purchasing experience for departments, providing a viable alternative for acquiring minor-valued items. It effectively addresses the diverse needs of users, offering a wider selection and lower prices compared to local market options. The channel has consistently received positive evaluations regarding its effectiveness and efficiency in fulfilling departmental purchasing requirements.
