When I have asked end-users whether their Commercial Card programs are successful, I have often gotten responses like “I think so,” followed by various statements. For example, some say they have not heard any complaints. Others have indicated that they have few issues. Some mention earning a decent rebate. These are positive types of comments, but they do not paint a complete picture of success. Even if your program is decades old, to determine whether it is successful, I suggest you start by answering one key question that sometimes gets forgotten as programs age: Why does your organization have a card program? From here, you can follow steps like what is listed below to help ensure your program delivers the expected benefits.
Defining Program Success
Why do you have a card program? Identify the outcomes that are important to your organization. An initial driver for program implementation typically pertains to a desire for process efficiency. For example, one organization that I did consulting work for had many maintenance employees in the field. Prior to having P-Cards, their process for obtaining the necessary goods was tedious at best.
Ensure there are measurable goals related to why you have a program. Without specific goals, it is hard to say whether the program is accomplishing what your organization set out to do. If process efficiency was the driver, goals could pertain to things like invoice reduction within accounts payable, process savings through card usage, and employee satisfaction organization-wide. To measure employee satisfaction (with a P-Card/One Card program), conduct a brief internal survey that includes questions formatted as rating scales.
Regularly evaluate your program based on the goals and share the results.
Review program compliance. Even if other goals are reached, a Commercial Card program plagued with compliance issues is not successful.
Initiate program improvements, as needed, to make program success a reality.
To sum it up, in my opinion, the definition of Commercial Card program success is: the achievement of multi-faceted, measurable organization goals along with favorable audit results, all of which are shown through metrics-based supporting documentation.
Related Content
Determining whether your card program is successful involves evaluating multiple factors. What is working well? What needs improvement?
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About the Author
Blog post author Lynn Larson, CPCP, is the founder of Recharged Education. With 20 years of Commercial Card experience, her mission is to make industry education readily accessible to all. Learn more…