Report cards: an excellent method for customer/supplier communication (telecommunication equipment)

Both vendor and customer must understand what is expected in order for the relationship to be successful. Vendor report cards are a useful vehicle for providing this communication. The report cards that Northern Telecom is now receiving are customer-initiated formal rating systems that grade suppliers on customer-perceived key areas of product, service, and support performance on a regular basis. These report cards describe expectations and establish targets for vendor performance. Customer feedback is provided on a consistent basis to monitor the vendor's progress and promote continuous improvement. Through this cooperative effort, key areas for improvement can be identified and addressed to ensure optimal benefits for both the customer and the vendor.<
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