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Tools for Improving Customer-Supplier Relationships

Summary: Supplier surveys and cost of poor quality analyses are tools vital to the change from supplier management to a rewarding customer-supplier relationship. Supplier surveys provide a more two-sided approach to the traditional customer-supplier relationship, allowing the sharing of ideas for mutual benefit while maintaining end user satisfaction. They provide a structured way for customers to gather qualitative and quantitative feedback while providing opportunities for suppliers to suggest changes to the customer's processes that will improve quality and reliability. Cost of poor quality analysis is a tool for determining non-value-added processes and identifying opportunities for cost reduction without loss of quality. By determining the best-cost suppliers, customers using cost of poor quality analysis are able to work with suppliers to ensure the most effective and efficient integration of processes. Sidebar articles describe three formats for survey responses, sample survey questions, and cost classification categories.

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  • Topics: Cost of Quality, Customer Satisfaction and Value, Quality Tools, Supplier Quality
  • Keywords: Cost of quality (COQ),Customer requirements,Quality tools,Customer supplier relationships,Customer satisfaction (CS)
  • Author: La Londe, Patricia C.; Raddatz, Janet R.
  • Journal: Journal for Quality and Participation