Implementing a supplier scoreboard program

Article Abstract:

Companies are increasingly using supplier scoreboard programs to establish target goals and calculate progress in quality, pricing, and delivery to enhance customer satisfaction. The success of the program requires the support of higher management and reviews of performance targets and plans. It needs standardization of measurement matrix as well, to anonymously rank the vendors with a maximum of 100 points based on quality, prompt delivery, technical support, product technology, and suppliers' response to requests. The advantages of the program are discussed.

Performance, Measurement, Performances, Distributors (Commerce)

---

Call resolution: the wrong focus for service quality?

Article Abstract:

Organizations seeking to measure customer problem resolution in their call centres are placing strong emphasis on call resolution. However, it is possible that call resolution is not the correct measure of service quality. It is clear that call resolution is the wrong focus if it is the only focus, as it is likely to increase peak workload and to create more calls. It is important to have full understanding of the data relating to volume, types of calls and basic causes.

---

Making the big U-turn

Article Abstract:

National Performance Review documents listing customer service standards give priority to the customer and can restore confidence in the ability to work effectively together through self-government. Such documents also provide a convenient way to locate services available from the federal government agencies. The standards are formulated by various federal government agencies. The National Performance Review is in charge of reinventing the government.

Business enterprises, Public relations

Similar abstracts:

• Abstracts: Keeping your charts under control. Measuring the internet. The education of a metrologist
• Abstracts: Implementing flexible automation: a multiple criteria decision making approach. Product mix selection and closed manufacturing cell flow time performance
• Abstracts: Improving energy efficiency around the world. Taking it to the next level. Remembering Bhopal - local section sponsors chemical process safety conference to commemorate Bhopal's 20th anniversary
• Abstracts: Access all areas. Suppression of the surges. Sun, see and sulphur: an American company is trialling a revolutionary sulphur lamp which produces and incredibly powerful white light
• Abstracts: Setting a matrix for developing themes. 'Tougher' targets levelled on waste

This website is not affiliated with document authors or copyright owners. This page is provided for informational purposes only. Unintentional errors are possible.