IndirectPro™ is a suite of services for the indirect procurement industry offered by COPC Inc., a global consulting, training and certification company. Founded in 1996, COPC Inc. first created the COPC Customer Service Provider Standard, a performance management system for call center operations. Now called the COPC Customer Experience (CX) Standard, it is the industry’s most well-known collection of best practices for CX operations.
Based on this extensive experience applying guidelines from these standards to improve performance, COPC Inc. and other procurement executives recognized the need for a Standard specifically for indirect procurement operations. In collaboration with academics from Western Michigan University and industry executives from leading global companies with significant indirect spend, the group created the COPC Indirect Procurement Standard. This is the industry’s first Standard focused on strategically managing indirect spend.
The COPC Indirect Procurement Standard was released in March 2017. At the end of year, COPC Inc. introduced the IndirectPro™ solution of consulting, training and certification services for the indirect procurement industry. All IndirectPro work is conducted by COPC Inc. and is based on the best practices and guidelines found in the COPC Indirect Procurement Standard.
Our Leadership Team:
Meet Our Indirect Procurement Experts
The leadership team for IndirectPro are experts from COPC Inc. who have been involved with the development of the COPC Indirect Procurement Standard and have extensive experience working with clients worldwide to improve their operations.
Co-founder and Chairman, COPC Inc.
Cliff Moore is co-founder and chairman of COPC Inc. Based on his extensive experience with performance management systems, Cliff led the development of the COPC Customer Service Provider (CSP) Standard in 1996, along with other industry executives. This Standard is now known as the COPC Customer Experience (CX) Standard and remains the most rigorous and prestigious performance management system in the customer contact industry. Cliff also led the development of the COPC Vendor Management Organization Standard in 2002.
Recognizing the need for guidelines based on best practices in indirect procurement, in late 2015 Cliff began working with procurement executives from leading global companies and academicians from Western Michigan University to develop the industry’s first and only indirect procurement standard.
As the chairman of COPC Inc., Cliff advises senior management teams at dozens of Fortune 500 firms, developing and implementing service and performance improvement strategies. His client work includes major consumer brands such as American Express, AT&T, GE, GM, IBM, Microsoft, Sprint, Xerox and the U.S. Postal Service. Cliff is a recognized expert in outsourced operations. He has worked with leading outsource providers in some of the fastest growing markets in the world.
Prior to founding COPC Inc., Cliff was a vice president at Temple, Barker & Sloane (known today as Mercer Management Consulting), where he directed the firm’s quality management practice. He also was a consultant for Coopers & Lybrand’s Management Consulting Services in Washington, D.C.
Cliff was instrumental in the development of the Malcolm Baldrige National Quality Award program and served as an examiner, senior examiner, and a member of the panel of judges.
Cliff received his MBA from the Darden School at the University of Virginia (with Shermet and Faculty Awards) and has a BS in Business Administration (summa cum laude) from Old Dominion University.
Brent Jernigan offers fifteen years of experience in contact center process improvement. Brent specializes in performance improvement, quality systems, and workforce management. His primary areas of focus are auditing contact center performance, conducting benchmark reviews, and training staff for performance delivery to the COPC Customer Experience Standard. His goal is to help companies improve their institutional knowledge on effective approaches for Workforce Management, Quality, and data analysis.
As a COPC certified facilitator, Brent teaches COPC® Best Practices for Customer Experience, COPC® High Performance Management Techniques training, and COPC® Lean Six Sigma for Contact Centers, as well as Best Practices for Indirect Procurement.
Prior to working with COPC Inc., Brent was the Director of Compliance & Regulatory Services at a major international contact center outsourcer, responsible for managing regulatory and certification efforts in standards such as COPC®, ATA-SRO, and ISO across multiple regions. Brent spent six years as an internal auditor conducting baseline audits, giving structured support on programs seeking certification to the COPC CSP and OSP Standards, and throughout his career has led audits in seven countries on three continents.
Brent has a B.F.A. from the Ohio State University, and is a Six Sigma Black Belt.
Senior Consultant, Indirect Procurement Practice
Gary Sheneman is a senior indirect procurement consultant for COPC Inc., providing consulting, training and certification services for the sourcing industry. Formerly, a senior director of procurement engagement at Microsoft, he helped shape the company’s multi-year procurement plan and measurement framework. He also was instrumental in developing Microsoft’s indirect procurement quality system (PQS) and ensuring it complied with the COPC Indirect Procurement Standard.
In his more than 20 years at Microsoft, Gary served in a broad range of sourcing roles focused on indirect procurement, including internal customer engagement management and supplier management and rationalization, where he saved Microsoft more than a billion in annual spend. He is an expert in assessing and improving both indirect procurement strategies and operations, as well as building strong relationships with procurement’s internal stakeholders.
Gary received his BA in Liberal Studies at the University of Washington. He is a Certified COPC Implementation Leader and Certified IndirectPro Leader. He also served as board chair, Northwest Mountain Minority Supplier Development Council.
Dr. Sime Curkovic
Advisor, Indirect Procurement Practice
Dr. Curkovic is an advisor to COPC Inc., focusing on all aspects of the Indirect Procurement practice. Dr. Curkovic was a major contributor to the development of the COPC Indirect Procurement Standard and is a member of the COPC Indirect Procurement Steering Committee that manages and administers the Standard.
Sime Curkovic, Ph.D. is a Valluzo Faculty Fellow and Professor of Supply Chain Management (SCM) at Western Michigan University (WMU). The SCM Program at WMU has received recognition from several reputable sources:
—WMU Integrated Supply Management, the nation’s best undergraduate SCM program (Gartner 2014)
—2nd in SCM technology (SoftwareAdvice 2015)
—2nd in top global SCM talent (SCM World 2017)
After receiving his B.S. degree at GMI Engineering and Management Institute/Kettering University in Flint, Michigan, Dr. Curkovic received his Ph.D. degree from Michigan State University. Dr. Curkovic has taught several courses in sourcing, operations, logistics, and multinational management. His research interests include environmentally responsible manufacturing, total quality management, supply chain management, and integrated global strategic sourcing.