Report cards: an excellent method for customer/supplier communication [telecommunication equipment]

Both vendor and customer must understand what is expected in order for the relationship to be successful. Vendor report cards are a useful vehicle for providing this communication. The report cards that Northern Telecom is now receiving are customer-initiated formal rating systems that grade suppliers on customer-perceived key areas of product, service, and support performance on a regular basis. These report cards describe expectations and establish targets for vendor performance. Customer feedback is provided on a consistent basis to monitor the vendor´s progress and promote continuous improvement. Through this cooperative effort, key areas for improvement can be identified and addressed to ensure optimal benefits for both the customer and the vendor