Contract and Supplier Management Guidance
Feedback
What:
Information that can identify how well a supplier is performing, or a contract running, and can be used to identify trends, issues and root causes.
Why:
- Identify and address customer concerns
- Discuss compliance issues
- Identify and address supplier concerns
- Continual Improvement
- Learning and Awareness
- Stakeholder engagement
How:
- Surveys
- Online, e.g. via Survey Monkey
- Email
- Excel Spreadsheet
- Consider if you should use multi source (e.g. customer and supplier)
- Use simple, unambiguous wording
- Rating scale e.g. 1 - 4
- Method of tracking/using/publishing results
- Management Information
- Scorecard
- Track performance against pre-set objectives
- Consider using a balanced scorecard
- Can be used to show performance against other suppliers (by contract, category, authority).
- Review Meetings
- Opportunity to review and discuss contract performance
- Beneficial to obtain feedback in advance to facilitate productive discussion
- Actions for addressing/progressing/improving
- May involve customer (e.g. UIG) attendance
