CHICAGO, IL (February 18, 2000)—For the second consecutive year, MRO purchasers taking part in the fourth annual Survey of MRO Purchasing Decision-Makers by
W.W. Grainger, Inc. consider the availability of repair parts the most important MRO supplier service. Of businesses surveyed, 75 percent consider this service ‘very important’ and 54 percent consider it the single ‘most important’ service an MRO supplier can provide. Other services considered ‘most important’ include low prices on individual products, quick delivery, reduction of total MRO costs, and order and billing accuracy.
This year’s survey also found that among other MRO supplier services, three showed a dramatic increase in importance since last year. Respondents report that emergency same day or evening delivery (+11%), national distribution capabilities (+9%) and 24/7 ordering capabilities (+7%) are increasingly major areas of importance. Other services that drew increased attention were systems compatibility and integration as well as the use of Web sites for gathering information and ordering.
Items that continue to be considered very important include just-in-time delivery (62%), emergency same day or evening delivery (57%), technical support (56%) and the presence of a wide variety of product lines (52%).
“These results again confirm that companies want to work with suppliers that can provide products and repair parts when they need them, and often on emergency service or after hours,” says John Slayton, senior vice president, supply chain management, Grainger. “Furthermore, the increased value that purchasers place on distribution, 24/7 ordering capabilities, systems compatibility and a Web site—areas in which bricks and clicks converge—support the need for a click and mortar strategy.”
W.W. Grainger, Inc. (GWW), with 1999 sales of $4.5 billion, is the leading North American provider of maintenance, repair and operating (MRO) supplies, services and related information to businesses and institutions. GWW shares are traded on the New York and Chicago stock exchanges. For more information, please visit us online at www.grainger.com.