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Last updated on 2024年9月19日

How would you address quality discrepancies with a vendor without damaging the relationship?

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Navigating vendor relationships can be tricky, especially when quality issues arise. Your goal is to maintain a positive, productive partnership while ensuring that your standards are met. This delicate balance requires clear communication, understanding contractual obligations, and a collaborative approach to problem-solving. Here's how you can address quality discrepancies with your vendor without damaging the relationship.

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Mario A. González

Procurement | Purchasing | Sourcing | Category | Director | I help companies to improve cash-flow and profitability by…
Sreelesh Pillai

Vendor Management | Logistics and Supply Chain Management | Operations |Contingent Workforce Solutions | General…

1 个答复
Juan Fuentes

Quality Manager - Engineering Manager - Quality Director -Quality System Manager -Gerente de Calidad -Teamwork. I help…

1 Gather Facts

Before approaching your vendor with a concern, ensure you have all the necessary information. Document the quality issues with specific examples and gather any relevant data that supports your case. This preparation shows your vendor that your concerns are legitimate and based on factual evidence, not just perceptions. It also provides a clear starting point for discussions and helps prevent misunderstandings that could strain the relationship.

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Mario A. González

Procurement | Purchasing | Sourcing | Category | Director | I help companies to improve cash-flow and profitability by implementing procurement strategies.
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First things first, ensure your supplier have acknowledged and signed you quality manual before any business award. During a quality condition, notify preliminary failure by using a 8D report so they can track backwards any additional lot, and set countermeasures, in your facility you need to set a contention plan to sort the lot being discrepant. Look to be clear and work together with SQA & Buyer with your supplier, the idea is to help them secure new material to be replaced if there is no choice to use it. For the 8D, supplier has 48 hours to respond, however your SQA should follow-up diligently and be supportive until resolution is achieved, this report shows preventive actions. Update your KPI supplier performance and notify them.

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Sreelesh Pillai

Vendor Management | Logistics and Supply Chain Management | Operations |Contingent Workforce Solutions | General Insurance Claim Handler | Legal Analyst
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To address quality discrepancies with a vendor without damaging the relationship, start by obtaining specific data on the issues. Request a meeting, framing it as a collaboration to enhance mutual success. Begin the conversation by acknowledging the vendor’s positive contributions and thanking them for their cooperation. Clearly describe the quality problems and give instances to demonstrate how this will impact our business. Ask for their opinions and feedback to promote conversation and show that we value what they have to say. Work together to identify potential solutions and arrive at conclusions about future quality improvement strategies. This strategy builds trust and demonstrates our commitment to a win-win partnership.

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Juan Fuentes

Quality Manager - Engineering Manager - Quality Director -Quality System Manager -Gerente de Calidad -Teamwork. I help to control the process and suppliers, reducing complaints by up to 15% using PDCA
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All complaints to suppliers must be properly documented, we must be clear with suppliers in explaining the fault and the reasons for the complaint. Everything must be supported either with dimensional reports, approved criteria, supplier manuals, approved agreements ,etc.

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Guadalupe Saucedo López

Jefe Aseguramiento de Calidad | Especialista Senior Aseguramiento de Calidad | Gestión de Proveedores. Te garantizo alinear a los proveedores estratégicos a la legislación,optimizar tu SGC y reducir tiempos de liberación
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En gestión de proveedores siempre deben redactarse acuerdos técnicos de calidad enfocados en los roles y responsabilidades, tanto del proveedor o prestador de servicios y el cliente. Listar la normatividad o legislación aplicable. Listar cómo se gestionaran los rechazos

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Ajay Upadhyay

Information Security Expert / Cyber Security Enthusiast CISSP, CISM, CRISC, CCSP, CEH, CISA
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Addressing quality discrepancies with vendors: ? Allow vendors to express their viewpoints on quality discrepancies. ? Approach the conversation as a team effort aimed at enhancing quality. ? Make sure both parties clearly understand and document the quality standards and expectations. ? Practice continuous improvement through regular feedback and performance evaluations to catch issues early. ? Provide training or resources to assist vendors in meeting quality standards. ? Introduce incentives for vendors who meet or exceed quality expectations. ? Document all communications and agreements related to quality issues. ? Foster a culture of trust and transparency, encourage vendors to share their challenges and collaborate on solutions.

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2 Review Contract

Understanding the terms of your contract is crucial when addressing quality issues. Review the agreement to clarify the quality standards and requirements that were initially set. This will help you determine if the discrepancies are indeed breaches of the contract and will guide your conversation with the vendor. It's important to be familiar with the contractual obligations of both parties to ensure a fair and informed discussion.

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Guadalupe Saucedo López

Jefe Aseguramiento de Calidad | Especialista Senior Aseguramiento de Calidad | Gestión de Proveedores. Te garantizo alinear a los proveedores estratégicos a la legislación,optimizar tu SGC y reducir tiempos de liberación
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Además del contrato. Una herramienta es el Acuerdo Técnico de Calidad, documento aprobado tanto por el proveedor como por el cliente, para dejar legalmente establecido las reglas, roles y responsabilidades de ambos

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3 Initiate Dialogue

When you're ready to discuss the issue, approach the vendor respectfully and professionally. Initiate a dialogue by expressing appreciation for their service and emphasizing the importance of your partnership. Clearly outline the quality discrepancies you've observed, referring to the evidence you've gathered. Encourage an open conversation about the causes of these issues and potential solutions, showing that you're committed to working together to resolve them.

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Valeriana Colón, Ph.D.

Learning Scientist | Future-proofing orgs with IT process innovation
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"The art of communication is the language of leadership". To address quality discrepancies with a vendor without damaging the relationship, initiate a constructive dialogue. In my experience, approaching the situation calmly and collaboratively fosters trust. Begin by outlining the specific quality issues with data to back up your concerns, and invite the vendor to share their perspective. A common mistake is being overly critical or assigning blame. Instead, focus on finding solutions together—whether through revised processes, additional support, or clearer expectations. By communicating openly and respectfully, you maintain the relationship while improving quality.

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4 Collaborate on Solutions

After identifying the problems, collaborate with your vendor to find solutions. Propose actionable steps that both parties can take to improve quality. This might involve revisiting production processes, implementing new quality checks, or providing additional training for their staff. By involving your vendor in the problem-solving process, you're more likely to find sustainable solutions that benefit both sides.

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Guadalupe Saucedo López

Jefe Aseguramiento de Calidad | Especialista Senior Aseguramiento de Calidad | Gestión de Proveedores. Te garantizo alinear a los proveedores estratégicos a la legislación,optimizar tu SGC y reducir tiempos de liberación
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Crear reuniones a periodos establecidos para abordar fortalezas y debilidades sobre la prestación de servicio o entrega del bien. Mantener informado al proveedor sobre su nivel de servicio y calidad (monitoreo de su desempe?o). Programar auditorías a su Sistema de Gestión de Calidad para evaluar su cumplimiento. Son herramientas para mantener el estado calificado de los proveedores

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5 Follow Up

Once you've agreed on solutions, it's important to follow up and monitor progress. Set clear timelines for when improvements should be implemented and how they will be measured. Regular check-ins will help ensure that the agreed-upon actions are being taken and that quality is improving. This ongoing communication demonstrates your commitment to the relationship and to maintaining high standards.

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6 Maintain Relationship

Throughout this process, focus on maintaining a positive relationship with your vendor. Recognize their efforts to address the issues and show appreciation for their cooperation. A strong relationship is built on mutual respect and understanding, so be patient and considerate as your vendor works to meet your expectations. Remember, a collaborative approach will lead to better outcomes for both parties in the long term.

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How would you address quality discrepancies with a vendor without damaging the relationship?

1

2

3

4

5

6

1 Gather Facts

2 Review Contract

3 Initiate Dialogue

4 Collaborate on Solutions

5 Follow Up

6 Maintain Relationship

Vendor Management

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How would you address quality discrepancies with a vendor without damaging the relationship?

1

2

3

4

5

6

1 Gather Facts

2 Review Contract

3 Initiate Dialogue

4 Collaborate on Solutions

5 Follow Up

6 Maintain Relationship

Vendor Management

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感谢您的反馈

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