‘Voice of Customer’ is a very important aspect of increasing customer satisfaction index. Similarly, ‘Voice of Supplier’ is also an important aspect to optimize various parameters in the supply chain. Most of the organizations are dependent, though the level varies, on their suppliers to produce quality products/services at lower cost. I would say, in some domains like OEM, Medical device, Retail, the dependency is on n-tier suppliers too.
I have already mentioned in one of my previous post how supply chain collaboration can help your organization. The more you collaborate with your suppliers, the better procurement KPIs you have. Organization can consider supplier’s feedback to improvise product design, process improvement, cost reduction, quality improvement etc. And all these will lead to better customer satisfaction and revenue.
Suppliers may enlighten a totally different aspect as they are also doing business with other customers. Your suppliers may possess a wealth of knowledge which can be leveraged in an organized manner. It doesn’t matter how big/small is your supplier, important is what extent do you collaborate with your supplier to capture their input.
There are various ways to capture the ‘voice of supplier’ for your organization e.g Events, Awards, surveys online/offline, feedback during shipment etc. The feedback should be captured regularly, quarterly/annually so that proper business benefits can be derived from these inputs.
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