External Providers

Frequency

• External Providers are periodically reviewed during contractual or subscription, or on a need basis based on their performance

Quality Criteria

• Quality

• • Service level, Product reliability, No damages

• Time

  • Availability, Lead time, Delivery on time

• Price

  • Value for money, Competitive price

• Competence

  • Technical expertise, Knowledge, Reputation, Market position, Documented information/records

• Cooperation

  • External communication (reply to queries), Flexibility, Claims resolution

• Finance

  • Invoicing, Credit terms, Cash Only

Score Definition

• Criteria Ratings:

  • Scores 5 - Very Satisfied with External Provider. No action required

  • Scores 4 - Satisfied with External Provider. No action required

  • Scores 3 - Adequate performance with External Provider. Internal Communication to review the performance of the External Provider in more detail. Possible communication with the External Provider to possibly rectify any issues encountered.

  • Scores 2 - Poor Performance with External Provider. Internal Communication to discuss the termination of the current External Provider. Discussions with replacement External Providers begin.

  • Scores 1 - Very Poor Performance with External Provider. Immediate termination (where possible) with the External Provider. Immediate discussions commence to finding a replacement External Provider

  • Scores N/A - Criteria do not apply to the External Provider