特质Competence 1：需要一定的情商 Good EQ
特质Competence 2:喜欢去现场"望闻问切" Management by walking around (MBWA)
特质Competence 3:喜欢广泛阅读，认真学习和缜密思考 Broading reading and process thinking
特质Competence 4:喜欢问且会问为什么 Ask Why?
"Buy one and get one for free" is popularly used to promote sales and in such case the quality of both are same. In some other cases, if you go to special promotion area in supermarket, you will also can see some expiring goods, especially food, of which the valid date comes very closer and they are offered for free but bundled with other normal items. Such goods are quality "inferior" as the shelf life is shorter.If you often stay in hotels, you will get different types of "free" ball-point pens as gift, and many of them can only be used for couple of times before broken.
Later when our sales and marketing department asks the purchasing department to source some "gift" like USB, notebook, Key rings for them to give to their customers, those items are usually treated like non-trading goods, which means they are not for trading purpose, thus they are exempt from most of quality controls – no Supplier Audit and Validation, no formal sample approval, no process quality monitoring, no Delivery quality inspection, and even no visit to discuss with the vendor face to face as we have Taobao, Alibaba, etc. which makes the process look so simple. Usually the quality is not as good as what are sold in the stores, and some customers do not care either as they get for free, or they get used to such quality level gifts, and some others notice the quality issues but do not give any comments or feedback to us for improvement as there could be no need since it may only happen once.
后来当我们的销售和市场部寻求采购部的协助去购买一些小礼品，譬如 USB，笔记本，钥匙扣等，用于提供给客户做礼品，那些小东西常常被当做“非贸易类商品”而处理，意味着它们不将用于交易目的，因此它们豁免于大多数的质量控制环节 – 没有供应商审核和确认，没有正式的样品审批，没有过程控制的监控，没有交货质量的检查，甚至连参观供应商同他们面对面交流也没有，因为我们有TAOBAO,ALIBABA等等，这些都另我们的交易过程变得简单便捷。常常这些小东西的质量并没有在商店里正常销售的质量好，一些拿到他们的客户也并不在乎-因为它们是免费的，要么他们已经习惯了这种低档次的小礼物，还有一些客户意识到也在乎这些质量，但是他们并不会给任何的评论或者反馈以供供应商能有机会去改进-因为这个小礼品很可能只是赠送一次而已。
Think about if you pay and buy from the stores, or website stores and you notice what you get are quality inferior, either functional or even just some un-noticeable small points in a hidden corner, probably you will "claim" to the seller – if you are a quality caring person. This claim will give information to the seller to improve their products. So it sounds positive and value adding.
想象一下如果你是付钱从商店，网店买到的那些东西，你注意到了你拿到手的是质量有一点点瑕疵的产品，要么是功能性的，要么甚至只有在一些非常隐蔽的某个角落有几点难以发现的小瑕疵，很有可能你都会投诉给店家 – 如果你对质量有要求的话。这个投诉将提供一个反馈信息给店家来改善他们的产品，因此听起来是积极而且增值的。
But why if you get for free you say nothing and if you pay, you have lots to say and then the supplier gets much higher possibility to improve?
In a organization there are many processes and activities which are inefficient and non-value added, and many people suffer from them, somebody complain for them, and only top management address them. One important reason is that those areas suck the profit of the company and lower down the competitiveness of the company. Eventually only the management is responsible for that. One good way to solve this is to change the debit to be asset.
There is a test lab to check different samples, for examples the durability of shipment samples selected from source inspection before delivery, and the engineering approval samples before serial production. As all the test cost are absorbed by the test lab as operation cost, so as long as the report says pass, then everyone is happy, and in case it's failed, for the shipment samples test, people just say "ops" as the customer cannot wait until the result from long lasting cycle test so it's decided to be released before result comes out. Then next time, it may appear again and people just think "the quality is just like this" after couple to times. For the engineering samples test, since it's for free, then people just resend the samples for re-test – though it may delay the project, anyway it's difficult to blame the delay to single test failure as there could be many other accuses. Furthermore, some suppliers start to ask the test lab staff to "support" setting up their new machines for free even when actually the test staff is not so "expert" up to trainer level.
有一个实验室用于测试不同的样品，比如从即将发货的货前检查中抽取出的大货样来测试寿命，或者是在批量生产前的工程样做产前批准用。因为所有的测试费用当做运营成本来处理，因此只要报告说“通过”,每个人都很高兴，但是如果仅仅只是“失败”，对于大货样的测试，人们只是说一声“遗憾”，因为客户等不了很长时间的寿命测试，因此货物已经早被决定提前走了，下次也有可能再发生这样的事情，几次之后人们会想“这个质量只能做成这样”。对于工程样而言，因为它们是免费的，人们仅仅只是重新提交样品再次做测试-尽管它们会延长项目的时间，但是实际情况是很难将项目的延期仅仅只归罪于测试的失败 – 因为实际情况是还会有其他的“罪魁祸首”。甚至，一些供应商开始邀请实验室的同事“免费支援”他们新机器的设立-以便实际情况是这些同事并非“培训级别”的专家水平。
Consider if you get test or consulting service from a third party and get charged, it will be totally different result. Since the third party test cost usually is very high, then the samples will be tested pass before being submitted and issues will be quickly solved. In the same logic, the engineering sample test cost is counted in the project total cost, and the shipment samples test cost is added onto the source inspection cost, and then the customers start to focus on the quality of testing and reports, and point out the weakness and errors.
Some other typical cases are if the printing papers in a company are free, then people do not care about the format setting before printing and just click to send to printers – even in some case it could be dual side printing used. If the usage of printing papers are counted into the departmental cost and monitored, then the total usage drops down quickly.
其他一些常见的例子是公司的打印纸常常是免费供应的，没有人在乎那些文档的预览和格式设置，仅仅只是点击打印 – 即使很多时候是可以设置双面打印的。如果这些打印纸的使用计入每个部门费用里并监控的话，很快这些纸张的使用量就下降了。
If you want quality of your products or services be better and make you be more valuable to your customers, meanwhile to turn your team to be more details focused, I suggest you to think about these tips.
As I wrote in the Author Introduction, WWW is an amazing space and there are already visitors from 64 countries hitting the pages since the foundation of site 2 weeks ago.
Unfortunately the plugin only displays the short name of those countries and for most of them I do not understand, and I believe you are the same with me. Furthermore the last update of the plugin is 2 years ago plus the contact information of the developer is not available anymore.
Thanks for your visits and trust. I have tabled the country codes list as below for your overview and easily search the full names in the website by "Search" function on each pages.
The country codes list:
|世界各国国家代码简称 Country Codes List|
KR-韩国(REPUBLIC OF KOREA)
[pdf-embedder url=”http://supplierlifecycle.com/wp-content/uploads/2017/04/Hits-by-2017.4.24.pdf” title=”Hits by 2017.4.24″]
There is a joke about a story that a customer asks the contractor to build a chimney. Indeed, the contractor finished the work in no time, yet when the customer checked the work, he was astonished to find that the contractor actually built a well. In Chinese rural areas, since the foundation belongs to the residents, it is relatively easy to build a house as it only requires workers to purchase some materials and build the house little by little. Of course, the master is necessary for establishing the framework. The so-called master will divide the house into different spaces based on the demand of the owner, which includes the quantity of bedrooms and washrooms, the direction and size of the door, the quantity of floors, etc. But more often than not， there is no formal drawings. Instead, only a sketch drawing by pencils on a piece of white paper will be presented to owners, with some main construction dimensions marked. Ordinary houses are built in this way, and so are some villas. Therefore, some stupid mistakes will be made inevitably. The most common one among them may be the stairs in wrong direction: the owner hopes stairs that will spiral clockwise, yet the contractor made it counter-clockwise. I thought it will only take place in villages in China. Nevertheless, one of my German colleges told me that when his family built a house, they invited workers from different countries to take the job. (Due to the nature of work and wage level， a large majority of workers are from abroad, mainly eastern European) However, the stairs was built in the wrong direction as well. Maybe in German, workers are not used to make building drawings either. As someone decided to decorate his house by himself, he asked a decoration company which ranked top three locally to undertake this job. One week later, the owner received 30 pages of A2 drawings on which he was required to sign to authorize the official start of the agreement. Since these papers seem to be formal, the owner signed, and the worker started constructing the house. When construction came to the end, the owner looked back to these drawings, only to find that these drawings lacked the signature of designers, reviewers and approvers, as well as the tolerances for lines and squares. Fortunately, the quality of construction is not so bad. To think it over, this may be the supposed reason why dozens of people with decoration experience are not satisfied when checking the work, as these details are always ignored at the early stage. Despite that it is always concluded as selecting capable decoration workers is important, actually both the communication at the early stage and the experience of decoration workers are equally important. Same like in the manufacturing plants, it is not the workers that decide the quality of products totally. Designers, and engineers, however, are of the same significance.
与产品设计相似，如何清晰的表达在沟通中显得尤为重要。质量人员常用的工具是程序，文件，表格，公式，业务人员常用的是报价单，订单。见过报价单不写单位的，也亲身经历过购买单位写的不够清楚造成扯皮的。一付门合页，报价单位写1 set （一套），客户确认，下订单，走货，结果收到货就发现不对了，我要的是每包一对（1 pair），怎么变成了每包只有一只合页，数量整整少了一半。而且因为客户初期还觉得工厂的价格既然控制的这么有竞争力，那就多买一点吧。仅仅一个单词的差异，造成了一次重大投诉和纠纷。
Similar to product design, how to express clearly appears to be particularly important in communication. The common tools used by the quality personnel are procedures, documents, tables and formulas, while the ones that used by commercial personnel are quotations and orders. I have seen quotations without units, and have also experienced the wrangles caused by unclear purchase units. In one case, the unit on the quotation of one pair of door hinges was a set. After the customer confirmed it and made the order, it was shipped to customers. Unexpectedly, the customer found something wrong as soon as he received the product. He needed one pair per package, yet it turned out to have only one hinge placed in every pack—thus, it was only the half of the original order in terms of the quantity. Moreover, as the customer regarded the controlled price of the factory as so competitive, he bought more than ever. To sum up, only a difference in a word may give rise to a major complaint and dispute.
Most of the time, people use files and forms, besides mails or phones, to communicate with each other at work. But plenty of files and forms have the following point for attention other than the content:
- 没有页眉页脚no header and footer
The header is like the official document of the government, the big eyes and bushy eyebrows of a handsome man,, as well as the bright eyes and graceful eyebrows of a beauty, As for the company, if they have headers, it will be convenient for people to understand the company and the documents clearly at first glance. Also, since the headers help present the image and brand of the company, it will be great to place a conspicuous logo and missions and visions as well. All the cars have at least two logos placed at the front and the end, and if possible the components usually are branded with logos as well. Plenty of companies ask me frequently that, “how should we advocate and reinforce the quality policies?” In addition to displaying the policies outside the bulletin board, resorting to the headers and footers of various documents as a means of promotion is also a good choice.
The footer always comprises the compile date, or dynamic print date (it will automatically change into the date on which the document is printed), version number, and the page number of the file.
- 没有编制人，评审人，和批准人以及时间 no editor, reviewer and approver, as well as date
Readers fail to know whether the document has been approved or not, valid or not, and who finally approved it. Since no information on time is presented, the readers are not able to identify whether the document remains to be valid.
- 没有联系方式 no contact information
经常在网上看到一些非常好的文章，经过多次转发，最后“轶者不详”，有什么需要请教的也找不到作者了，甚是可惜。We always notice some good articles on the website which have been forwarded for many times. Unfortunately, they are always anonymous. It is such a pity that we are not able to find the writers even if we have something to consult.
- 版权意识淡却 no copy right reservation
作者写下长篇大论，可惜并没有预估到经由什么渠道什么方式会演变成什么形式的结果，可能是对作者有利的，也有可能会给作者带来困扰，还是建议在文件内注明清楚申明，至少可以将版权注明清楚 – 版权所有，禁止擅用。当然也强烈建议文件尽量转换为PDF格式后再用于交流，个人不建议文件动不动就设密码，其一可能自己也会忘记，其二破解文件密码早已不是什么难事了。
The writer has finished such a long article, yet he has not predicted that which form it will evolve into, via which channel, and in which way. Maybe it will be beneficial to writer, or in contrast, be troublesome. Therefore, it is advisable that the declaration be indicated clearly inside the file—at least, the copyright should be indicated clearly: All rights reserved. Of course, it is highly recommended that the document be converted into PDF and then be used for communication. Personally, I do not suggest setting up a password on the file. For one thing, the writer himself may forget it. For the other, cracking password is not a difficult task any more.
As the saying goes, people who master WORD usually earn more than those who have not; people who master EXCEL usually earn more than those who master WORD; people who master PPT earn more than those who master EXCEL; those who read PPT earn more than those who master PPT. Reasonable utilization of EXCEL requires different issues for attention compared with those of WORD documents. The most commonly seen problem is insufficient use of headers and footers. Moreover, sometimes the EXCEL is actually the adaption of another document so that people forgot to check the headers and footers of the original document. Thus, people do not find the problems until the document is printed. Also, the print area is not set up well in advance occasionally, which results in the disordered layout when readers print the document, and renders the writer unprofessional.Some other common issues like below:
- 没有编制人和审批人 no editor and approver
I am always wondering that whether it is necessary for Chinese to be so modest as to not put their signatures on the file, or maybe the excessive use of their own names will make the name unattractive.
- 金额没有单位 no currency for money
Excel 通常被用于显示财务数据，但是在被一些非财务人员使用的时候时常会被忽略金额的单位，到底是美金，还是欧元，还是人民币，还是港币？这个世界已经非常扁平了，金额单位非常重要。EXCEL is often applied to display the financial data, but some non-financial staffs will always ignore the units of the amount while using. Whether it is USD, EUR, CNY or HKD? As the world appears to be really flat, the unit of amount is of great significance.
- 数据没有年份或日期 no year or date for data
All the data referred should have date, at least a particular year. The sales volume can often be seen, but the year seems to be ignored. As a result, it will really be confusing whether the data belongs to last year, the present, or a specific month, let alone the number is for purchase value, invoice value or delivery value.
- 文件没有版本或变更史 no version or change log
If the last revision date or version is not displayed, even the god cannot identify which one is the latest one, and what has been changed between the two versions.
People who have a good command of EXCEL will inevitably use the charts often as it’s visual and explicit. However, people who use it always ignore some details, which seem to be the difference between “can use EXCEL” and “can use EXCEL well”. To learn EXCEL well, one should read brilliant business magazines often. Suppose that a chart will be shown to 10 people. For a good chart, it only took one minute per person to understand, so totally 10 minutes were spent for reading. Besides, the writers spent 10 minutes on the edit, so in grand total, 20 minutes were spent on this chart. In contrast, a bad chart was done within one minute, but the same 10 people spent 5 minutes understanding the chart, so totally 51 minutes were spent. Which chart is more valuable? Needless to say, the answer seems to be quite obvious.
- 没有图表抬头 no tittle
A chart without titles is like a face without eyes, as you cannot even recognize who it is. On the contrary, the chart with attractive titles is as much as a pair of bright eyes. If a subtitle is added, it is none other than matching the eyes with a pair of gold-rimmed glasses to make it much gentle.
- X-Y轴没有单位 no unit on X/Y axis
I had been criticized quite often in earlier years over these errors. Despite I am cautious, I still make some stupid mistakes of this kind carelessly so that the leader will ask me the number on the axis without units represents the amount of money or quantity. People engaging in engineering are quite clear that even the screws can be categorized into metric ones and imperial ones. Without the units, one can imagine the outcome
- 主副轴没有区分 no marking of primary and secondary axis
Advanced professionals will place the Y axis on both the left and right side of the chart. But one should be much careful that if the units on the main and auxiliary axis are different, he should mark the units and data clearly on both sides instead of confusing them.
- 格式和线条没有调整 no re-formatting after auto-creation
If you hope that others can understand your chart, the points above are enough. But if you hope others can love reading your chart, you have to adjust the chart created by default setting of EXCEL. Although EXCEL is humanized enough, the automatically-formed chart in 2010 versions is not awkward any more, but this is the difference between eatable, delicious and favorite.
Working for the enterprise is different from working under the government. The expression in business should be as accurate as possible most of the time so that it will not generate confusion, which is distinct from the international policies of a country that usually play words. This is also the reason why many people will try to “interpret” messages after publish of significant political and economic policies. Even if the interpretation is wrong, it is not the author that to be blamed. However, if he is to express to others in an enterprise, then he should quite careful.
ACKNOWLEDGE GIVEN TO TRANSLATOR MS. ZIZHU WANG FROM GUANGDONG UNIVERSITY OF FOREIGN STUDIES
I was informed of my mild fatty liver during the medical check-up. The doctor gave me a prescription, which is used to soothe the liver and relieve depression according to the instructions. He also stressed the importance of keeping a regular healthy diet and avoiding full rely on medical treatment. Later by searching on the Internet, I learnt that more exercise is necessary. After all, exercise is much better than spending money on bitter pills. Searching further, the expertise suggests at least a 6, 000-step walk every day, about 3KM for 30 minutes. People have meals every day; it is ideal that we spend 30 minutes on meal and another 30 minutes on exercise to digest unnecessary non-nutrients. A machine is in need of regular lubricating oil addition to function well. But if a machine which is regularly supplied with lubricating oil dose not work at all, the oil will accumulate in it and result in filth, just like a fatty liver.
The logic adapts to not only our body, but also our brain. The brain needs continual charging and discharging so as to coordinate its functioning and keep fully active. Charging is the process of learning new things, and discharging is the process of digesting, reflecting on, extracting, concluding and summarizing the knowledge leant, or obtaining new knowledge by sharing what we have learnt with others. As the saying goes, when I walk along with two others, they may serve me as my teachers. Otherwise our thoughts will be rigidified, stagnating at a constant stage and viewing things from a single perspective.
Before the appearance of the Internet, it was employees sitting in an office that had the chance to read newspapers. Today’s civil servants could be classified as intellectuals at that time, for they had more and faster access to information than others. The Internet has made the world a flat one where everyone has equal access to equal information. This is also an age when information quality begins to matter, since everyone has the same amount of time to utilize. In a given period of time, some people draw 80% of the useful information from all the information available while others 20% only. A difference between the two will be self-evident.
Education plays a very important role for us. It facilitates the aggregation of correlative information selected from all available one to form knowledge modules, which are called programs. It assists the integration of such correlative knowledge into several persons’ mind, which are called professors. This is where education is different from the BBS on the Internet. On a BBS, information is abundant and every day there are numerous people asking the same questions. You will get an answer to your question by clicking “SEARCH”. But it is possible that you get more than one piece of information, which requires your further distinction and thus stimulates your desire to ask another question, for the information is in fragment rather than in module.
Most information comes from practices rather than sheer fabrication. Therefore experts engaged long in a certain domain are able to write down their experiences and thoughts in books. The content of the books, plus the citations extracted from other books, can, to a large extent, give a comprehensive description of the domain in which the author is engaged.
Personally speaking, I am in favor of reading more books but less micro articles. A book is like a dinner while a micro article is like a fast food which evolves from blog to micro blog and from message to micro message, and now it’s trending to emoji, Bai Yansong, a well-known Chinese TV presenter, once noted that this was an era so indulged in speed that it let go of quality. So read books more while the increase in book price is still below the inflation of overall prices.
在供应商管理的板块，大家如果有机会对比国内外的文章或者书籍，会发现中文的书籍或许更多实战性的内容，而外文的书籍会描述的更加全面。外文的书价格通常价格比较昂贵（我不知道为什么当年我MBA的一些英文原版教材价格还算便宜），以最近出的The Certified Supplier Quality Professional Handbook （认证供应商质量专员手册）为例，价格如下：
In the module of supplier management, a comparison between Chinese and foreign articles and books will come to a finding that whereas Chinese books contain more practical content, foreign books provide more comprehensive description of theoretical issues. Foreign books are usually more expensive (I have no idea why some of my MBA English original textbooks were priced relatively low.) Take a recently published book, The Certified Supplier Quality Professional Handbook, as an example. Following is how it is priced.
It is sold at a price of 135 dollars on ASQ official website and US Amazon, but not available on China Amazon, JD or Dangdang. However, the price on India Amazon should be as low as 1,195 rupees (about 18.5 dollars). I did not check the price in other areas. If you have chances to have someone to buy in India and courier to you it would be the best and I am also pleased to help you in such case.
By reading professional books, we will have a better-organized knowledge structure and our work will be less intensive. Take farmers working in the land as an example. Although they have done farming work from generation to generation, the outcome does not increase significantly. But Yuan Longping, Father of Hybrid Rice in China, has broadened their horizon through scientific methods.
Although I am not specialized in theory study, I will do my utmost to present to you the expertise in and the books on supplier management that I have learnt. Any Complement from you will be warmly welcome.
SPECIAL ACKNOWLEDGE GIVEN TO MS.Wang Qian (Claire) FOR HER CONTRIBUTIONS OVER THE TRANSLATION.
西方管理界有一句话叫No Measurement, No Management （没有测量，就没有管理），意思是说所有的管理都是从测量开始的，包含对一项任务，一个项目，一组员工，等等，同样适用于对供应商的管理。进一步延伸一下，供应商的管理又从何开始呢？
There is a saying in western management that, “No Measurement, No Management”, which suggests that all management begins from measurement, ranging from a task, a project, a team of staffs, etc. Similarly, it can also be applied to management of suppliers. To extend further, where should the supplier management start
供应商的管理从定要求和规则开始，这叫立则兴，不立则废。要求和规则从业务的基础 – 采购环节开始，采购的战略和定位顺从公司和组织的业务需要和定位开始。
The supplier management begins from setting up requirements and standards, which is known as “Establishing rules indicates prosperity; whereas not doing that indicates decline. Requirements and standards starts from the basic part of business—procurement, while the strategies and positioning of procurement compromise to business needs and positioning of the company or organizations.”
Parents of small children may be quite experienced as they know that if they want to refuse requests from their children, they must establish rules first and ask him(her) to act accordingly. For instance, only when children finish their homework first can they watch TV. Likewise, teachers are also experienced in encouraging students to get high marks. They not only ask students to take tests, but also tell them admission scores as well as the ranks, even though these are apparently not all tips.
Similarly, supplier management also requires rules and regulations which will be cascaded to suppliers by all means in order to make them accept these terms.
To make these into reality, we should at least accomplish following items:
1.健全采购方的内部流程Establish Clear Internal Procedures at Purchasing Organizations
To make the request of procurement organizations clear and definite, suppliers are bound to meet the ISO9001 as the minimum expectation if they are requested. Since there is no specific definition on product standard and quality requirements, how can we expect suppliers to produce excellent product conforming to our personal mind? Therefore, if there is a need for some normative management table to present or communicate requirements, then it should be formulated and implemented. To quote a proverb, “if own house is not cleaned up, how can we clean for suppliers?”
2.强化采购方内部的沟通Reinforce Communication in Purchasing Organizations
If it is necessary to set up independent communication window with suppliers, it should be made clear and told to suppliers. Not only cannot we let suppliers to suppose which one is the right contact window, but we also cannot make suppliers to find a well-related “in-side friend or leader” with good relationship at random, as it will do harm to other people as well as suppliers themselves. The common phenomenon is that suppliers resort to buyers or technical representatives to help explain, or hand it over to other staffs of procurement organization, yet a phenomenon of “passing on microphones” will appear more often than not, which implies that the requirements and/or questions are weakened or even deformed. To explain, the one who put forward a question from suppliers’ aspect at first may not be salesman or technician— they merely pass on the message on behalf on the company from suppliers.
The responsibility and authorization of procurement needs explicit illustration and definition as well, which resonates with the experiences of a procurement professional. He mentioned that in a procurement agreement, if it involves some issues, the Party B (supplier) are supposed to contact Party A (purchaser). Nevertheless, since it does not mention which type of representatives from which department of Party A should be contacted, the Party B can also communicate with the reception of the Party A without breaking the procurement contract. Once a technical department of one company employed an intern who got more and more works as time goes by. Thus, he later approved a technical change in product verbally, giving rise to complaint in the market afterwards (About one year later). However, the interns had finished his internship and left the company, only those who were still on-board can take the responsibility. In a word, clear communication within the company is of vital importance.
3.多渠道沟通规则和需求Communicate Rules and Requirements to Suppliers Through Multiple Channels.
Supplier management is by no means an issue that can be achieved overnight. Similarly, passing requirements from purchasers to suppliers cannot be accomplished at once or commanded immediately since it is of no use pumping a dry well. Conversely, it requires multiple channels for more communication. In this aspect, education on children has something to refer: it is the repeated enhanced education and influence of parents rather than a superior kindergarten that will change the behavior of children.
In terms of the purchaser management layer, it needs to build concepts of process that should be established inside the company. When communicating with management level of suppliers on strategies, it is necessary to reinforce the promotion of these requirements such as supplier conferences, regular or irregular visit or review meetings. When the middle or operational level staffs implement or execute these requirements, they should include counterpart operational staffs of suppliers and relevant ones that should be told as far as possible so as to avoid give request via certain HUB of suppliers.
Meanwhile, those executive representatives of middle and basic level ought to make a summary and report to the management level of purchasing organization in reverse so that they can find out which requirements may be difficult to carry out, and which suggestion can be inspired by suppliers and staffs to optimize the situation. Thus, a practical PDCA(Plan-Do-Check-Act) circle will be formed to propel implementation of requirements.
If we start to measure, and then amend the process with deviation in execution on this basis, the result of pushing forward management of suppliers will become better and better.
SPECIAL ACKNOWLEDGE GIVEN TO MS.ZIZHU WANG (AKIKO) FOR TRANSLATION.
Have you struggled to ask for a free replacement or premium delivery at supplier's cost after receiving complaints from you customers? How long did you take to solve it eventually and how many times did you encounter the same situation per year? Would you like to buy any more from the same supplier or even the same region any more? Do you use Quality Assurance Agreement to protect yourselves?
One day I went to a street shop to buy a faucet, and after checking the style and price I simply asked " how about the quality", "You are assured, the quality is very good", said the shop owner, "How good", I further checked as in my past experience this is not a good and reliable answer. "For this brand of faucet, I have given to my aunt to use and I did not receive any negative feedback". "Okay, I understand now, and do you have any warranty to it, such as two years", in my experience the faucets from such street shops usually only can last for only near 1 year before various of failures. Then the owner was a little upset and said "Sorry, but I think I can only give you maximum 1 year warranty… The trader only give me 1 year warranty…". Finally I select the one and ask for a receipt with additional note of warranty annually wrote on side.
This is my real personal experience and I believe you face it from time to time in your daily life, and how do you handle it?
Back to my questions in the top section, if you work in a company as a professional to make the purchasing decisions and / or handle the complaints, how do you handle it or minimize the efforts after happen or even prevent it at the beginning?
One good way to protect yourselves is signing off a Quality Assurance Agreement with your suppliers where in some other cases was called Quality Control Agreement.
An agreement does not mean everything especially in current business situation of China but it surely at least delivers your general and some core requirements, as well as bottom lines of cooperation to your partners.
You do not need a lawyer to fully check the agreement but some basic rules should be followed and in latter blog we will show you the experience and examples. At least Quality Warranty should be mentioned in below subjects:
- Quality Standards – Is there any international / national standards applicable for the products? If there is a standard, does the product fully comply with it or just some clause? Which level does the product follow if there are multiple grades in standard and this usually is quite common.
- Product Quality Warranty – How reliable of the products to work normally for maximum how long time? In some cases like machines, this can also limit to some key parts.
- How long after storing in house can the product still work properly? Which is also called Shelf Life Warranty.
- If fails, how to deal with the supplier? Which also means obligation or liability in agreement.
If you put these points strongly on the agreement or Purchasing Orders, properly you will get some defensive feedback from your counterpart if they really care about the commitment and business, and no matter they are from anywhere of the globe.
You do not need to resort to it every time but I am quite sure you can have a better night after release the order.