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How can you address quality issues with a vendor without damaging the relationship?

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Addressing vendor quality issues is a delicate task that hinges on maintaining a positive relationship while ensuring that standards are met. It's a common challenge in vendor management, which involves overseeing and coordinating suppliers of goods and services to an organization. This relationship is critical for business success, as vendors play a key role in the supply chain. When quality problems arise, it's essential to handle the situation with a blend of assertiveness and diplomacy to preserve the partnership and improve outcomes.

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Valeriana Colón, Ph.D.

Learning Scientist | Connection Centered IT Consulting
Himanshu Jain (Lodha)

Managing Director at ReachExt K.K. and EJable.com - Creating Futures by Creating a Difference - Connecting Leading…
Murty Vemuri

General Manager at Large

1 Open Dialogue

When you notice quality concerns with a vendor's deliverables, the first step is to initiate an open dialogue. Approach the conversation with a collaborative mindset, aiming to understand the root causes of the issues. It's important to communicate your concerns clearly and provide specific examples of where the product or service has not met agreed-upon standards. Emphasize the importance of quality in your business operations and express your desire to work together to find a solution. This sets the stage for a constructive discussion, rather than a confrontational one.

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Himanshu Jain (Lodha)

Managing Director at ReachExt K.K. and EJable.com - Creating Futures by Creating a Difference - Connecting Leading Talent with Leading Companies in Japan and APAC
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The journey starts by taking the first step. There is no point in planning ahead if the first step is not in the right direction. And that first step is: Stop calling them vendors - they are your Business Partners, baby.

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Murty Vemuri

General Manager at Large
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Slightly different perspective; probably too late if one notices a problem and is not already aware of it. And, to be aware, one needs to proactively develop a relationship where the vendor/partner is comfortable bringing up the issues without reservation. Of course, easier said than done. This does happen in Japan.

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Ravi Chava ?

Tech-Enthusiast | Cloud Solutions Expert | Streamlining Business Processes & HR Strategy | Workflow Management & Documentation | Talent Management and Strategic HR | Process Documentation and SOP's
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Making the vendor participate and co-ordinate in internal processes of QC and elaborating on end product specifications and expectations

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2 Set Expectations

Clear communication of your quality expectations is vital. If these were not thoroughly outlined at the beginning of your partnership, now's the time to rectify that. Ensure that your vendor understands the standards you require, possibly by providing a written document detailing your quality criteria. This eliminates ambiguity and provides your vendor with a concrete target to aim for. It's also beneficial to discuss the potential impacts on your business if these standards are not met, reinforcing the importance of adherence to quality.

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3 Offer Assistance

Sometimes vendors face challenges that affect their ability to deliver quality products or services. Offering assistance, whether through additional training, resources, or advice, can help them overcome these obstacles. This not only demonstrates your commitment to the relationship but also helps build their capability to meet your needs. By positioning yourself as a partner rather than just a client, you foster a sense of teamwork and shared goals.

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4 Monitor Progress

After addressing the issues and outlining a plan for improvement, it's crucial to monitor progress. Schedule regular check-ins and ask for updates on the corrective measures being implemented. This keeps the lines of communication open and allows for timely adjustments if necessary. It also shows your vendor that you are serious about quality and are willing to invest time in ensuring continuous improvement.

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5 Evaluate Changes

Once your vendor has had time to implement changes, evaluate the effectiveness of these measures. Acknowledge improvements and express appreciation for their efforts to meet your standards. If there are still shortcomings, discuss these diplomatically, providing constructive feedback. This evaluation phase is essential for reinforcing your quality standards and ensuring that both parties are aligned in their expectations moving forward.

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6 Maintain Partnership

Maintaining a strong partnership with your vendor is about balance. While it's important to address quality issues firmly, it's equally important to recognize the value of the relationship. Show appreciation for their work and any positive changes they've made. Look for opportunities to grow the partnership by exploring new areas of collaboration. A positive approach can turn quality issues into opportunities for strengthening the vendor relationship and achieving better results together.

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Valeriana Colón, Ph.D.

Learning Scientist | Connection Centered IT Consulting
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"Communication works for those who work at it" – John Powell. By maintaining a partnership approach, you address quality issues effectively while preserving and even strengthening your vendor relationship. Start by scheduling a meeting to discuss your concerns openly and constructively. For example, use specific examples of the quality issues and their impact. In my experience, focusing on problem-solving rather than blame fosters a collaborative atmosphere. One thing I've found helpful is proposing a joint action plan to address the issues and improve quality. A common mistake is letting frustration show, which can harm the relationship.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Joseph Kucic

Senior Business & Technology Executive w/ consulting, operations, presales, & program/project/product mgmt experience.
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Please stop worrying about the vendor relationship. Both the vendor and you need direct communications as bad news is not like wine that it gets better with age. News Flash: If you are a large customer of the vendor (Top 50 or better) then there is nothing you are going to do that will damage the relationship. Please refocus your energy and the vendor’s energy to what you can do with your vendor to improve the customer experience (internal and external). Don’t guess? Take the vendor with you and go speak to your customers. Don’t wait until they start complaining. If you are in vendor management then you are a salesperson. You sell the firm to the vendor to get best price, services, training, and support.

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How can you address quality issues with a vendor without damaging the relationship?

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3

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1 Open Dialogue

2 Set Expectations

3 Offer Assistance

4 Monitor Progress

5 Evaluate Changes

6 Maintain Partnership

7 Here’s what else to consider

Vendor Management

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How can you address quality issues with a vendor without damaging the relationship?

1

2

3

4

5

6

7

1 Open Dialogue

2 Set Expectations

3 Offer Assistance

4 Monitor Progress

5 Evaluate Changes

6 Maintain Partnership

7 Here’s what else to consider

Vendor Management

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