Exclusive Video: People Centric Transformation - Hospitality

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Executives from Compass Group, IBM and Basware discuss people-centric transformation in the hopsitaility sector at Procurement & Supply Chain LIVE 2023

As the world’s fastest-growing procurement and supply chain event, Procurement & Supply Chain LIVE 2023 was a disruptive learning and networking event that showcased some of the industry’s top speakers across innovation, thought leadership and strategy.

Sue Kay, Group Transformation Director at Compass Group and Nathan Pearce, Partner at IBM

Recipe for Success – People Centric Transformation in Hospitality

Speaking at Procurement & Supply Chain LIVE 2023 executives from Compass Group, IBM and Basware discuss people-centric transformation in the hospitality sector.


  • Sue Kay, Group Transformation Director at Compass Group
  • Nathan Pearce, Partner at IBM

Moderated by Bob Booth, Head of Strategy Enablement at Basware.

Starting the discussion, Kay provides insights into the hospitality sector and the challenges faced by unit managers in a decentralised model. She also reflects on the formation of Compass Group’s Matrix programme to enhance the lives of unit managers and colleagues. 

“Compass is in the hospitality sector, providing food services to organisations across five different industry sectors,” says Kay. “The overall scope of the program is really about improving the lives of our unit managers and Compass colleagues."

The importance of a people-centric approach

When it comes to transformation, Kay stresses the importance of considering a people-centric approach to selling the business case to the board. She touches on critical success factors, including active sponsorship, governance, and team dynamics. 

"The people challenges are always the most difficult thing. So when you're designing a transformation program, for me, you have to start [here]," notes Kay.

Technical complexities

Delving into the complexities of delivering a technology implementation such as SAP S/4 HANA, Pearse emphasises the importance of an experience-led transformation program. Critical success factors include the collaborative team structure and a focus on methods and tools.

Kay adds to this by explaining the significance of an active board sponsorship, governance, and fostering a ‘learn, fix, adapt’ culture within the team.

"Active sponsorship from the board down is my number one non-negotiable in any transformation in an organisation,” says Key.

Reflecting on the partnership between IBM and Compass Group, Pearce says: “we work seamlessly together. You cannot differentiate between Compass over here and IBM. It's not like that at all. And I think that drives the power of the relationship and that success. Everybody is on the same level playing field. It's very much an open door policy that can speak to myself or Sue or any of the leadership team any point in time.”

To watch any of our other speakers from Procurement & Supply Chain LIVE 2023, click here.

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Other magazines that may be of interest: Supply Chain DigitalManufacturing Digital


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