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- Gain more accurate, timely, and detailed
visibility into supply chain operations and supplier performance
- Create more accurate procurement and
inventory plans
- Streamline supply chain operations
- More effectively recognize, reward,
and coach suppliers for outstanding performance
- Strengthen your firm’s overall
position in your supply chain.
CustomerSat SCM survey solutions are summarized below.
| CustomerSat
Supply Chain Solutions: |
Gather Feedback |
Description |
| From your: |
About your: |
Supplier Quality |
- Procurement staff
- Contract managers
|
|
- Measure and strengthen the quality of your
suppliers as perceived by your procurement staff
or contract managers
|
Procurement Effectiveness |
- Manufacturing
- Other internal operations
|
- Procurement function
- Suppliers
|
- Measure and strengthen your procurement effectiveness
as perceived by your internal customers
|
Supplier Satisfaction & Loyalty |
|
|
- Gauge how your organization’s practices
affect supplier commitment and productivity
- Invest in the procurement areas that will
have the greatest pay-offs.
|
|
The table below details some of the benefits of CustomerSat
SCM solutions.
| CustomerSat
SCM Survey Solutions |
…Let
you Measure, Monitor, and Strengthen: |
Supplier Quality |
- Conformance to standards
- Ease of doing business
- Quality of products and services
- Delivery lead time (time between order and
delivery)
- Flexibility of shipping and logistics
- Responsiveness to order quantity changes
- Responsiveness to product mix changes
- Quality of online configuration and ordering
tools
- Quality of online inventory status, shipment
status, and notifications
- Willingness to provide you direct access to
their own suppliers
- Support for and responsiveness to your product
and process re-engineering initiatives
- Commitment to continuous improvement
- Ease of processing claims and returns
- Billing accuracy and timeliness.
|
Procurement
Effectiveness |
- Responsiveness to the needs of manufacturing
and internal operations
- Price negotiation effectiveness
- Understanding of technical specifications
of required products, components, and services
- Ability to suggest alternative products, components,
and services that meet requirements
- Quality and frequency of status reports
- Quality of RFP process management (from internal
operations’ standpoint).
|
Supplier Satisfaction
& Loyalty |
- Quality of your supplier support programs
- Quality and timeliness of knowledge you share
with suppliers
- Supplier visibility into your product sales
activity, planning and forecasting data
- Quality of RFP processes (from suppliers’
standpoints).
|
|
For suppliers whose feedback indicates they need immediate
attention, CustomerSat solutions can notify the right people
on your procurement staff through real-time alerts for immediate
follow-up, use Action Management to open cases with an assigned
manager and deadline, or both.
CustomerSat SCM solutions correlate detailed supplier performance
measures such as shipment timeliness and accuracy with outcome
measures such as overall satisfaction and willingness to recommend,
so you can focus procurement efforts in the areas and on the
suppliers that will have the greatest positive impact on your
bottom line.
CustomerSat will work with you to design the most cost-effective
SCM feedback solution for your organization and supply chain.
For example, if your enterprise has a very large number of
suppliers, CustomerSat SCM solutions may include a census
of the largest 20% of your suppliers that in aggregate represent
80% of your purchasing budget, and a statistical sampling
of smaller suppliers.
CustomerSat SCM solutions start with consultations between
your organization and CustomerSat Professional Services, experts
in feedback process design, analysis, and implementation.
- Contain the right performance metrics
for your organization
- Conform to rigorous CustomerSat design
principles
- Conserve and optimize suppliers’
and customers’ time in providing feedback
- Integrate seamlessly with your IT
systems
- Deliver secure results that are immediately
actionable to the right individuals.
 
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