Key points for cross-border e-commerce supplier service level and performance assessment

In the field of cross-border e-commerce, the assessment of supplier service levels usually includes qualitative indicators, such as communication methods, feedback time, cooperative attitude, participation in improvement and development projects, after-sales service and other factors. In addition, e-commerce companies also need to continuously improve the performance of suppliers through performance appraisal to achieve improvements in procurement costs, product quality, delivery, after-sales service, etc.

Service level assessment

Means of communication

The effectiveness of communication is reflected in whether there are appropriate personnel to communicate with the enterprise and whether the communication methods meet the requirements (such as telephone, fax, email, etc.).

Feedback information time

Whether suppliers provide timely and prompt feedback on orders, deliveries, quality complaints, etc., and whether they can handle returns, product selection, etc. in a timely manner.

Cooperative attitude

Whether the supplier regards the company as an important customer, whether senior leaders or key individuals pay attention to the needs of the company, and whether internal communication and collaboration can meet the company’s requirements.

Participate in improvement and development projects

Whether suppliers actively participate in the company’s quality, supply, and cost improvement projects or implement new management practices, and whether they participate in supplier improvement meetings held by the company.

After-sales service

Whether the supplier proactively solicits opinions from the company, visits the company, and solves or prevents problems.

Other factors

Whether the supplier’s financial resources, commitment, and capabilities are consistent with the company’s requirements, whether it provides new product quotations and styles, and whether it properly maintains transaction records.

Creditability

Whether the supplier fulfills its commitments, treats others with integrity, and does not intentionally delay payment.

Fitness

Whether the supplier is willing to adjust working methods to cope with changes in the enterprise or solve difficulties.

Performance Appraisal Steps

Determine assessment strategies and levels

E-commerce companies need to clarify the assessment standards for different cycles and the scope of suppliers involved. Core suppliers are generally assessed once a month, focusing on product quality and delivery time; quarterly or annual assessments involve all suppliers, covering multiple dimensions such as delivery time, cost, and service.

Establish evaluation criteria

Category suppliers according to product categories and set different evaluation indicators and their weights.

Divide performance levels

Divide suppliers into different levels based on assessment results to clearly measure their performance.

Positioning procurement strategy

Adjust purchasing strategies based on performance and purchase amounts.

Supervise improvements

For suppliers who are underperforming but still want to cooperate, help them develop improvement plans.

Supplier Performance Management Measures

Purpose

Ensure that the products provided by suppliers meet the requirements in terms of quality, delivery time, service, etc.

Responsibilities

The purchasing department is responsible for checking product qualifications, handling acceptance and rejection procedures, and assessing suppliers on a quarterly basis; the quality management department is responsible for quality assessment and keeping records.

Assessment items

Quality level accounts for 50%, delivery time accounts for 30%, and service accounts for 20%.

Assessment methods

Set separate scoring criteria for quality, delivery and service.

Cancel cooperation

For suppliers who are continuously unqualified, cooperation can be cancelled.

Conclusion

Cross-border e-commerce sellers should pay attention to the assessment and management of overseas warehouse stockings to ensure timely and accurate stocking and improve customer satisfaction and market competitiveness. Through scientific assessment and management strategies, such as strictly executing processes, improving personnel quality, introducing technological means, etc., sellers can improve the quality and efficiency of stocking.