After the contract is signed.
WHAT TO MEASURE
Delivery against promised dates Quality and defect rate Accuracy of invoicing Responsiveness to problems Whether commitments are kept
WHY MEASURE AT ALL
Impressions are unreliable, and disputes are resolved on records.
WHAT TO RECORD
Every failure, with date and detail.
HOW TO COLLECT IT
Simple notes at the point of receipt, rather than a formal system.
WHAT TO REVIEW
Performance, at a regular interval.
HOW OFTEN
Proportionate to the relationship's importance.
WHAT A REVIEW SHOULD COVER
Performance against expectations Problems and their causes What each party needs to change What is coming
WHY INCLUDE WHAT YOU SHOULD CHANGE
Supplier failures are frequently caused by the customer: late orders, changing requirements, slow decisions.
WHAT TO ASK THEM
What makes us difficult to supply.
WHY ASK
The answer is usually specific and fixable.
WHAT TO DO ABOUT REPEATED FAILURES
Raise them as a pattern, formally, with the record.
WHAT TO REQUEST
The cause, and what will prevent recurrence.
WHY THE CAUSE
Apology without cause means it recurs.
WHAT TO DO IF NOTHING CHANGES
Escalate, then replace.
WHAT TO ESTABLISH BEFORE THAT POINT
An alternative.
WHY IN ADVANCE
Replacing a supplier under pressure produces a worse choice.
