The assessment of suppliers’ performance in support, cooperation and service is usually a qualitative assessment, and the relevant indicators include: communication methods, feedback time, cooperative attitude, participation in the company’s improvement and development projects, after-sales service, and other factors.
(1) Communication methods include whether there are suitable personnel to communicate with the company, and whether the communication methods meet the company’s requirements (telephone, fax, e-mail, and the degree of matching between the software used for document writing and the company, etc.).
(2) Feedback time refers to whether the response to orders, deliveries, quality complaints, etc. is timely and rapid, whether the reply is complete, whether returns and product selection are handled in a timely manner, etc.
(3) Cooperative attitude refers to whether the company is regarded as an important customer, whether the supplier’s senior leaders or key figures attach importance to the company’s requirements, and whether the supplier’s internal communication and collaboration (such as marketing, production, planning, engineering, quality and other departments) can understand and meet the company’s requirements as a whole.
(4) Participation in the company’s improvement and development projects refers to whether the supplier actively participates in the company’s quality, supply, cost and other improvement projects or promotes new management practices, whether the supplier actively organizes and participates in the company’s supplier improvement meetings and cooperates with the company in quality system audits.
(5) After-sales service refers to whether the supplier actively seeks the company’s opinions, actively visits the company, and actively solves or prevents problems.
(6) Other factors refer to whether the supplier’s financial resources, commitments, demonstrated capabilities, etc. are consistent with those proposed by the company, whether the supplier actively provides the company’s required new product quotations and styles, and whether the transaction records with the company are properly preserved.
(V) Creditworthiness
Creditworthiness mainly assesses the extent to which suppliers fulfill their commitments, treat others with sincerity, and do not deliberately delay or default on payments.
Creditability – Number of breaches of trust during the supply period + Total number of interactions during the supply period x 100% (VI) Cooperation
In the process of getting along with suppliers, enterprises often need to adjust and change work tasks due to changes in the environment or specific circumstances. Such changes may lead to changes in the supplier’s working methods or even require the supplier to make some “sacrifices”, and the degree of active cooperation of the supplier in these aspects can be assessed. In addition, when difficulties or problems arise in the work, the company sometimes needs the cooperation of the supplier to solve them. At these times, the degree of cooperation of the supplier can be seen.