Quality expectations are crucial for any successful supplier relationship. However, they can also be a source of conflict if they are not clearly defined, communicated, and monitored. In this article, you will learn how to manage quality expectations with suppliers to avoid conflicts and ensure smooth collaboration.
The first step to manage quality expectations is to define what quality means for your project or product. You need to specify the quality criteria that your supplier must meet, such as performance, functionality, reliability, durability, safety, aesthetics, or compliance. You also need to indicate how you will measure and verify the quality, such as using standards, tests, inspections, or audits. You should document your quality criteria in a quality plan or a quality agreement that you and your supplier sign and follow.
It’s important to define quality criteria for sourced parts on both a part level and an overall organizational or quality system level. On a part-level, use what is right for the type of part or product: functional specs, drawings with proper use of GD&T, inspection criteria, limit samples for cosmetic quality, reliability test requirements, and clearly defined measurement criteria for all of the above. But it’s also important to set clear expectations on an overall quality system level with suppliers, including which quality system certifications are required, when and how audits are performed, and how quality non-conformities are handled.
reference to the good quality we need to identify the product & their application how end user use this product, than proceed its procurement , suppose if buy garment accessories or food company want to buy their supporting element . they first ask regarding product comply their required parameters like certified from Oekotex standard , any grade like food grade , or product not made from harmful substance which cause dangerous for human health than we check their product quality & strength.
The second step to manage quality expectations is to communicate them clearly and consistently to your supplier. You need to explain the rationale and importance of your quality criteria, and how they align with your business goals and customer needs. You also need to provide feedback and guidance on how your supplier can achieve and improve the quality. You should use multiple channels and formats to communicate your quality expectations, such as meetings, emails, reports, or dashboards. You should also encourage your supplier to ask questions and raise issues if they have any doubts or difficulties.
1) There shall be a Quality contract/ agreement with suppliers. 2) The Quality scorecard shall be merged into supplier scorecard with Cost, Delivery, Technology, Service and Improvement projects.
Here are some simple and practical ways to communicate quality expectations to suppliers: 1) Show all new suppliers your scorecard criteria, explaining how all KPIs are calculated. (If you don’t do scorecards, you should start! It’s much simpler with modern software these days) 2) Take a recent scorecard from one of your “good” suppliers, remove their name, and use it as an example. Provide realistic targets for new suppliers. 3) Don’t forget about some of the “softer” metrics that are just as important as hard metrics like DPPM… issue response time expectations, SCAR reporting expectations, expectations for supplier internal systems, etc. 4) Most importantly, make all your expectations known UP FRONT with new suppliers!
The third step to manage quality expectations is to monitor how your supplier is performing against the quality criteria. You need to track and evaluate the quality data and indicators that you and your supplier agreed on, such as defect rates, customer satisfaction, or warranty claims. You also need to conduct regular quality reviews or audits with your supplier to assess their quality processes and systems, and identify any gaps or risks. You should use objective and transparent methods and tools to monitor quality performance, such as checklists, scorecards, or software.
Monitoring supplier quality performance is way more than just calculating a single DPPM number. Other important KPIs to measure include quality claim response and resolution time, defect severity and impact, repeat issue rate, and even subjective measures such as supplier cooperation during resolution. It’s important to continuously measure all criteria on an ongoing basis, and to communicate the KPIs and overall performance clearly to suppliers in real time so corrective actions can be taken immediately if quality degrades, not 6-12 months later when someone finally sends a scorecard. Modern supplier performance and collaboration software can help automate supplier quality performance monitoring across large supply bases.
1: Mutually prepared the expectations of Quality and Draft it.( Quantitative only) 2: Regularly revisit the no's to see the Progress. Conflict is an outcome of the discussion on not agreed statement.To avoid conflict in any matter first , convert the your expectations into mutual expectations then into quantifying nos which can be measured and rate the Progress.
The fourth step to manage quality expectations is to resolve any quality issues that arise with your supplier. You need to address the root causes and impacts of the quality problems, and implement corrective and preventive actions to prevent recurrence. You also need to communicate the resolution process and outcomes to your supplier, and document the lessons learned and best practices. You should use a collaborative and constructive approach to resolve quality issues, such as using problem-solving techniques, mediation, or negotiation.
The fifth step to manage quality expectations is to reward your supplier for achieving or exceeding the quality criteria. You need to recognize and appreciate their quality efforts and results, and provide incentives or benefits for their quality performance. You also need to share the positive feedback and testimonials from your customers or stakeholders that reflect the quality of your supplier's work. You should use a fair and motivating approach to reward quality achievements, such as using recognition programs, bonuses, or referrals.
The sixth step to manage quality expectations is to review and update them periodically with your supplier. You need to evaluate the effectiveness and relevance of your quality criteria, and make adjustments or improvements if needed. You also need to consider the changes and trends in your market, customer, or industry that may affect your quality standards or requirements. You should use a continuous improvement approach to review and update quality expectations, such as using feedback surveys, benchmarking, or innovation.
In concern on Quality issues being faced after receipt of material. Discuss with your ICQC team, ask them for lab reports on basis of which rejections happened. Communicate with your supplier over email with a detailed report of rejection as attachment. Now here the post service of the supplier is also noticeable, how flexible and quick is your supplier to do replacements or accept returns. It also leads for future healthy business partnerships, as an employee knows that this supplier is there to acknowledge email, provide data, replacements, returns, accept debit notes and help resolve and close concerns promptly. Ready togo with New and Next Request to serve fixing quality checks benchmark for your company before dispatch to you next time