La maitrise de la dépense publique locale constitue un enjeu majeur actuel, notamment face à la baisse des dotations de l’Etat vers les collectivités locales. Dans ce contexte, les achats publics locaux représentent un levier d’action important pour agir sur la baisse des dépenses de fonctionnement. Ainsi, plusieurs collectivités locales ont engagé des processus d’optimisation de leurs organisations et pratiques achats. Ces avancées demeurent pourtant isolées et, surtout, hétérogènes, dans la mesure où ces pratiques apparaissent peu cadrées de manière instrumentale et méthodologique.La présente thèse étudie ainsi les dimensions de la performance achats dans les collectivités locales, dans le contexte français. Elle vise en effet à caractériser les pratiques actuelles en termes d’outils et de modes d’organisation, pour aboutir à la définition de leviers d’optimisation. Suivant la démarche préconisée par Churchill (1979), cette recherche doctorale nous permet ainsi de proposer un modèle d’évaluation de la performance achats des collectivités locales, structuré autour de 9 dimensions constitutives, sur la base de la perception des acheteurs publics locaux. Une fois défini, ce modèle nous permet non seulement d’analyser le niveau actuel de maturité des collectivités locales en matière de performance achats, mais aussi de proposer des recommandations, pour s’engager dans un processus d’amélioration de la performance achats au niveau local. / The control of local public expenditure is a major challenge today, especially in the face of declining state allocations to local authorities. In this context, local public procurement is an important lever for action to reduce operating costs. Thus, several local authorities have initiated processes to optimize their organizations and purchasing practices. These advances, however, remain isolated and, above all, heterogeneous, insofar as these practices are not framed in an instrumental and methodological manner.This thesis examines the dimensions of purchasing performance in local authorities, in the French context. It aims to characterize current practices in terms of tools and modes of organization, to arrive at the definition of levers of optimization. Following the approach advocated by Churchill (1979), this doctoral research allows us to propose a model for evaluating the purchasing performance of local authorities, structured around 9 constituent dimensions, based on the perception of local public purchasers. Once defined, this model allows us not only to analyze the current level of maturity of local authorities in terms of purchasing performance, but also to propose recommendations, to commit themselves in a process of improvement of purchasing performance at the level of local authorities.

The role of purchasing has been evolving during the last years, increasing its strategic importance inside the organization. Traditionally viewed as a supportive function impacting only the bottom-line of the company, the main performance indicators for purchasing were cost-reduction and savings. Nowadays, organizations recognize the importance of the value added generated in the purchasing processes and they are broadening their vision of purchasing as a strategic contributor of value in both economical and intangible aspects.   One of the main intangible value contributions from the purchasing department (PD) of any company is the one provided to its internal customers; measured in the level of internal service quality and customer satisfaction. An adequate internal customer relationship management can translate into advantages for the PD, improving its strategic position in the organization, and in benefits for the company, increasing directly or indirectly its business performance.   The purpose of this research study was to understand how the purchasing department can create value inside an organization, how that value is measured and how it can be increased; being the central focus on the internal customers of the department. This research work was conducted as a single case study performed in a multinational company from the telecommunication industry. Qualitative data was gathered through structured interviews, formal and informal meetings with personnel from the company and a survey to triangulate the information. The objective was to determine the most important value adding factors for the internal customers of the purchasing department and evaluate their satisfaction level.   Two models for assessing the value contributed by the PD were the grounding for developing the tools used in the achievement of the objectives; one of them was based on the SERVQUAL model and the other one on the concept of meaningful involvement. Using inputs from both, a model for evaluating the value added to internal customer was proposed. In addition, the author identified improvement opportunities, related mainly with relationship management in the company and she suggested improvement measures accordingly. Finally, future courses of action were recommended, relating the value added concept with purchasing maturity models.