Supplier monitoring / Customer satisfaction - Different performance indicators

[Woraphot]

Hi,
Anyone help to clarify any difference some performance indicators monitor of customer disruptions including field return , and customer notifications related to quality or delivery issues between 7.4.3.2 Supplier monitoring and 8.2.1.1 Customer satisfaction. Are they the same or different source ?

Thanks & Best regards,

 

[Marc]

I'm not sure what you're asking. Are you asking about a link between Customer Satisfaction and Supplier Monitoring? Do you have a supplier drop shipping or something?

 

[Howard Atkins]

I think that they are the same.
If you have a customer disruption that was caused by the supplier then you need to measure it.
An example- you caused a customer disruyption by late delivery but this was because of the supplier then you would reduce his performance.

 

[Woraphot]

Hi Howard,
I have some auditor has interpret in 7.4.3.2 Supplier monitoing - customer disruptions.
that it shall include any disruption in our organization. I agreed to measure the supplier
performace in case of disruption from quality and delivery issues in our manufacturing
but it should not be in this item.

Thanks & BR.

 

[antoine.dias]

Disruptions, disruptions, disruptions........notification

IMO On the customer side I think it is clear:

Those are the disruptions we have created - The notifications we have received from our customer.

On the supplier's side it can be both ways in the following sense:
If we received a notification or have caused a disruption and the root cause leads to supplier's activities we have to take them into account in the monitoring of the supplier ( although the responsibility is ours anyway - we have to get the parts/suppliers under control )
On the other hand the disruption and notification can be only between the supplier and us without disruption for our customer.

Antoine

 

[Howard Atkins]

On the other hand the disruption and notification can be only between the supplier and us without disruption for our customer.

Antoine

I am afraid that I do not agree
As the standard says customer disruptions and "we" are the "organisation" in terms of the standard the disruptions are those that are caused to our customers.
Disruptions to "us" are covered by the other parameters that we measure- product quality, delivery schedules etc.

 

[Woraphot]

I do agree with Antoine that some disruption can be only between supplier and organization without any impact to customer disruption.
Certainly, we need to measure supplier performance both of impact to organization and customer disruption but the ranking severity
of effect may be different.

BR,

 

[Howard Atkins]

I do agree with Antoine that some disruption can be only between supplier and organization without any impact to customer disruption.
Certainly, we need to measure supplier performance both of impact to organization and customer disruption but the ranking severity
of effect may be different.

BR,

There is no argument about this but this disruption is measured in other parameters and not with this specific "customer disruption".
This is a linguistic distinction not a "quality" one