SBS - The Best Value in QMS software

Customer Scorecard Analysis Templates and Examples

S

stlwtrs

#1
Looking for some examples of customer scorecard analysis templates that I can adapt to my organization.
 
Last edited by a moderator:
Elsmar Forum Sponsor
L

lk2012

#2
Re: Customer Scorecard Analysis

hi, what sort of things would you like to include in your analysis?
I get scorecards from 5-6 different customers, there's hardly 2 who have the same parameters. I have to analyze the scorecards one by one looking at the scores in terms of:
- quality (have they downgraded us for any complaints? have they got our latest ISO/TS certificate available? Are they happy with our documentation performance / reactivity?)
- delivery (have they got their stuff on time? have they got what they ordered? are they happy with the delivery terms?)

Some customers will break all these down into scores (some are quite straightforward, some you need a degree for), some customers will give you only an overall score. Some of our customers publish the scores on monthly basis, some by quarter, some by half year, some even by financial half year.

How do your customers publish the scores?
How would you like to use the scores within your own organisation?

hope this helps
Lil
 

normzone

Trusted Information Resource
#3
Re: Customer Scorecard Analysis

Some of those things are simple (on time delivery, quality faults per year), others are monstrosities, two page eight font Picasso graph development with both real and imagined errors on the supplier's part detailed in twelve colors.

Figure out what you really want before you go shopping.
 
L

lk2012

#4
Re: Customer Scorecard Analysis

may I also add:
be prepared to question the scores. Don't be afraid to go back to the customer and ask for clarification.

Lots of companies use a SW tool or a calculation method and they don't always publish it. Best method is to have a chat with your SQM and let them explain how they generate the scores. It's a great relationship-building tool too. They can see that you care about their opinion and you can find out what's expected from you.

I've seen some hilarious scorecards in my life:
one of our customers put percentages everywhere and I got '20.000' under quality documentation performance. I went to my boss for a pay rise showing him my 20.000% documentation performance.:magic: Only after checking with the customer, it turned out to be a number of requests that they'd raised to us that year. :(
 
Thread starter Similar threads Forum Replies Date
T Red Metric on a Customer Scorecard is a Major Nonconformance AS9100, IAQG, NADCAP and Aerospace related Standards and Requirements 13
Ajit Basrur Anyone using Net Promoter Scorecard (NPS) to Measure Customer Loyalty? Misc. Quality Assurance and Business Systems Related Topics 4
U Clause 8.2.1.1 Nonconformance - "Yellow" scorecard from one OEM customer IATF 16949 - Automotive Quality Systems Standard 6
B Customer Rating Report Skewed - Conforming Pulled Stock Charges Against Scorecard Nonconformance and Corrective Action 6
D Customer Surveys and Feedback - Company ScoreCard Report Misc. Quality Assurance and Business Systems Related Topics 9
D Customer Specific Requirements / Customer Requirements for Indirect Customers IATF 16949 - Automotive Quality Systems Standard 3
H Customer Specific Change in a SaaS SAMD IEC 62304 - Medical Device Software Life Cycle Processes 1
B Put on escalation by customer? is there a requirement to notify registrar? IATF 16949 - Automotive Quality Systems Standard 6
P 7.5.10 Customer property - applies to leased/rented equipment? ISO 13485:2016 - Medical Device Quality Management Systems 10
M Customer Property - ISO 13485:2016 Clause 7.5.10 ISO 13485:2016 - Medical Device Quality Management Systems 9
R Cpk demands from automotive customer Capability, Accuracy and Stability - Processes, Machines, etc. 6
briteme4 Customer Requests FAI on Tooling Fixture AS9100, IAQG, NADCAP and Aerospace related Standards and Requirements 3
D Suggestions for Ishikawa for hyperdetailed customer - plastic molding automotive parts Nonconformance and Corrective Action 9
J WAIVED ON Q1 - We Don't have to comply with FORDS customer specific requirements IATF 16949 - Automotive Quality Systems Standard 3
A Customer Approval (Medical Devices) Document Control Systems, Procedures, Forms and Templates 4
M Reduce occurrence rating based on the PMS data and customer complaint data ISO 14971 - Medical Device Risk Management 2
M IATF16949 Clause 9.1.2.1e - Customer notification related IATF 16949 - Automotive Quality Systems Standard 4
G Too many customer complaints Customer Complaints 16
lanley liao Does the customer`s trademark belong to customer-supplied property? Oil and Gas Industry Standards and Regulations 2
J Customer Complaint & SCAR, false data Nonconformance and Corrective Action 14
S Annual Inspection Layout - Based on Customer print ? IATF 16949 - Automotive Quality Systems Standard 8
G Risk of stopping your customer's line IATF 16949 - Automotive Quality Systems Standard 4
S Calibration/Verification of customer fixtures IATF 16949 - Automotive Quality Systems Standard 6
D CB and customer audits considered as internal audits? General Auditing Discussions 9
O Informational Ford Motor Company Customer Specific Requirements for IATF 16949:2016 - 08 Jan 2021 Customer and Company Specific Requirements 0
G Bad Parts cause Customer line stop IATF 16949 - Automotive Quality Systems Standard 13
O IATF 16949 News Ford Motors Customer Specific Requirements Update - Nov 2020 IATF 16949 - Automotive Quality Systems Standard 5
D Question regarding customer feedback process ISO 13485:2016 - Medical Device Quality Management Systems 3
D Change Approval Requirements - Does every change need formal customer approval? Design and Development of Products and Processes 17
B Retention Samples when Customer Leaves Pharmaceuticals (21 CFR Part 210, 21 CFR Part 211 and related Regulations) 1
M Email Template that go to a customer and then get returned to us for RMA/Warranty Document Control Systems, Procedures, Forms and Templates 1
B FCA US Customer Specific IATF 16949- Critical Characteristics 8.6.2 Customer and Company Specific Requirements 0
D ISO 13485 8.2.1 and 8.2.2 - Customer Feedback and Customer Complaints ISO 13485:2016 - Medical Device Quality Management Systems 5
J Customer Complaint Response 21 CFR Part 820 - US FDA Quality System Regulations (QSR) 3
V Quality review Meeting with Customer for complaints we received Customer Complaints 6
D IATF16949 - Interpretation of Customer Requirements clauses IATF 16949 - Automotive Quality Systems Standard 3
S Obligation to accept customer audits? IATF 16949 - Automotive Quality Systems Standard 23
D IATF16949 7.5.3.2.1 Record Retention - Our Product or Customer Product? Elsmar Cove Forum Suggestions, Complaints, Problems and Bug Reports 1
S Customer Specific Requirements (CSR) not signed/approved IATF 16949 - Automotive Quality Systems Standard 17
B FCA US IATF 16949 Customer Requirements updates Customer and Company Specific Requirements 3
G Same parts but new customer - What will the auditor ask me? IATF 16949 - Automotive Quality Systems Standard 2
R Customer Satisfaction importance in companies with Government/Public Administration as main customer? ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 11
G Self Assessment Audit from a new potential customer General Auditing Discussions 3
P Customer Corrective Action Requests in OASIS? AS9100, IAQG, NADCAP and Aerospace related Standards and Requirements 4
Ooi Yew Jin Customer E audit preparation Quality Manager and Management Related Issues 2
qualprod Managing a "special" customer into the QMS? ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 10
C Certificate of Conformance Form - COC for each customer a controlled document? ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 2
R Who is the customer in the ISO/IEC 17025:2017? ISO 17025 related Discussions 1
BeaBea ISO 9001 Customer Feedback Methods - What has worked for your company? Service Industry Specific Topics 17
T Root Cause Failure Analysis - Not following Customer packaging Specification Problem Solving, Root Cause Fault and Failure Analysis 9

Similar threads

Top Bottom