Who is a Vendor ???. Vendor management and Vendor partner ship. Vendor Partnership. Vendor Partnership. Supplier collaboration ( possible areas for buyer – supplier collaboration. research done among 150 companies within 31industries. Following are the recommendations.
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Who is a Vendor ???
Vendor management and Vendor partner ship
Supplier collaboration ( possible areas for buyer – supplier collaboration
research done among 150 companies within 31industries
Following are the recommendations
Traditional suppliers Management
The most basic and primitive type relationship structure …..
Emerging Supplier Management
This is the next level
Leading suppliers Management
An advanced supplier management type – well defined structure and format
Formal supplier certification
Service level agreements with performance metrics. The relationship goes
Beyond the product and includes the service components that surrounds
Formal evaluation which is based on scientific principles and where all the
Departments are involved. A transparent system which provides an
input not only To the suppliers but also to the buying company.
Understanding the suppliers cost drivers and incentives.
This helps companies Decide A Price that is encouraging .
World class supplier management
This is the ultimate stage in supplier management – here
both the companies Aim to fight the competitor in the end user market.
The relationship is Mutually dependent and
based on sound communication.
Supplier self certification – evaluates himself and is concerned with becoming
The best and a valuable partner.
Key supplier account management – where the buying company considers
The supplier as key supplier
Strategic relationship based on long term strategy
Inter departmental co ordinations
Systemic performance rating/feedback which is based on a scientific and
systematic system To improve productivity
Two way communication
Supplier management process
Supplier Relationship Management
( SRM )
Assertive - aggressive & submissive
Win – Win
U win – I lose
I lose – U lose
Win – lose
Customer Relation and communications
What is Quality Service?
Quality refers to:
The quality of our Establishment – clean, modern and attractive
– a pleasant environment for “Working Out” and working in.
The Quality of our Staff– people who are knowledgeable, friendly and helpful; people who have the ability to perform well and the flexibility to adapt to the challenges of working in a busy environment.
The Quality of our Service – The quality of our services to meet the needs of all our customers.
A person providing the excellent Service and Customer Care :
Care has the following characteristics:
Customer Care and Quality Service is all about:
Treating customers with care, courtesy and efficiency
Following established systems and procedures effectively
Carrying out your job tasks effectively and getting them right first time
Having a positive attitude towards work and customers
Setting high standards for the way you work
Why is it so important?
Customer Care and Quality Service is at the
heart of all good service – oriented organizations.
Whether it is the local sports clubs swimming pools
or an organization like ours, competition is keen.
Customer Care and Quality Service is good for the company.
Customer Care and Quality Service is good for our clients.
Quality Service is good for you!
The Five Why's
Key Supply Account Management
A buying company has a team called KSAM – THEIR JOB IS TO WORK
On building relationship and management
Some of the features - refer page 190
Stages in the development of a Customer Relationship
The Pre-relationship Stage
The event that triggers a buyer to seek a new business partner.
The Early Stage
Experience is accumulated between the buyer and seller although a great
degree of uncertainty and distance exists.
The Development Stage
Increased levels of transactions lead to a higher degree of commitment and
the distance is reduced to a social exchange.
The Long-term Stage
Characterised by the companies’ mutual importance to each other.
The Final Stage
The interaction between the companies becomes institutionalized.
Stages in the Development of a Key-Account Relationship
Nature of customer relationship
A Relationship Life Cycle Model
Supplier Performance Management
Metric = A system of related measures that facilitates the quantification
of some particular characteristic