Reference:R3-69-C

Use the TAB key to navigate through form Released: 23/03/2017

Please send completed form to: @example.com.my

Your Contact Details Contract Details

Name: Contract Ref:
or
Organisation: Supplier Name:
Job Title:
e-mail:
Contact Number:

Scoring Score 1, 2, 3 or 4 Comments specifically relating to KPI:

Quality
Fit for Purpose

Returns

Continual Improvement/Innovation

Change Management
Cost
Pricing Stability

Invoice Accuracy

Cost Reduction Initiatives

Sustainability
Corporate Social Responsibility

XXX

XXX

XXX
Service
Responsiveness

Complaints

Management Information

Communication

Education/Training

Lead Time/Delivery Time

On Time delivery against Objectives

Accuracy

Ownership/Involvement
Overall comments: 1
2
3
4

457549346.xlsx/Scorecard Feedback Form

 Key
(Optional) Performance Criteria 1 2 3 4
Performance
Considerations Major Concerns Minor Concerns Meeting Expectations Exceeding Expectations
Area
Fit for purpose products
SLA/KPI: The supplier frequently fails to The supplier usually supplies The supplier consistently supplies
- Supplying specifies products The supplier consistently exceeds
supply goods and provide a goods and provides a service goods and provides a service
- Providing specified service levels service which meets the the specification in terms of the
which is compliant with the which is compliant with the
goods and the service provided.
specification. specification. specification.

Returns Returns or service is inadequate

KPI:
- 100% reasons for returns
provided
Quality Continual Improvement/Innovation
Such as:
- Identifying alternative products more
suited to the users requirements
- Product rationalisation to expedite
same function products
Goods frequently have to be
returned or service is inadequate
due to a failure by the supplier.
The supplier does not identify or
work with the buyer in identifying
opportunities to introduce or
implement improvements in the
delivery of the contract
due to a failure by the supplier are
Goods occasionally have to be Returns or service is inadequate
rare and supplier actively works
returned or service is inadequate due to a failure by the supplier are
with customer to understand if
due to a failure by the supplier. infrequent.
there are other issues resulting in
the return.
The supplier and buyer work Innovation is embedded as part of
There are some attempts by the together in identifying the business culture, the supplier
supplier at identifying opportunities opportunities for continual works with the buyer in actively
for continue improvement and improvement or innovation during seeking opportunities for continual
innovation. the contract performance review improvement and innovation, and
process. share the benefits.

Change Management Responds effectively to change Proactively considers change

Such as:
Does not respond to, or manage requests when prompted, but the Responds effectively to change which could impact users,
- Reactive or proactive approach to
change management change effectively response can be slower than requests when prompted responds accordingly and
required communicates promptly

457549346.xlsx/Quality
 Key
(Optional) Performance Criteria 1 2 3 4
Performance
Considerations Major Concerns Minor Concerns Meeting Expectations Exceeding Expectations
Area
Pricing Stability Prices remain stable for the Prices remain stable after the price
(outwith agreed 12 monthly pricing Infrequent changes to prices but agreed period of time. Any review. Supplier actively manages
reviews) Prices are unstable, frequent
not as a result of the agreed price changes have been previously pricing - passes on
changes to prices
review. communicated as a result of savings/extends time period for
formal price reviews fixed pricing
Invoice Accuracy
Such as:
- Promoting opportunities to
improve invoice accuracy Invoices are frequently incorrect, Occasional problems with the Invoices provide detailed, accurate The supplier is proactive in
SLA/KPI: invoices are unclear and queries accuracy of invoices, generally cost information, queries seldom identifying opportunities to improve
- Invoice queries resolved withing are seldom resolved within 24 invoice queries are resolved within occur but are always resolved on the invoice process to reduce error
24 hours hours 24 hours the day they are raised. (cxml invoicing, pcards, punchout)

Cost
Cost Reduction Intiatives
Such as:
- Promoting with organisations, the
use of conrtracted products which offer
better value
- Promoting the use of consolidated The supplier fully co-operates with The supplier is proactive in
invoicing The supplier does not identify The supplier responds to cost
the buyers in suggesting and identifying cost reduction initiatives
- Promoting the use of consolidated initiatives which could result in reduction initiatives which are
responding to cost reduction and promoting best practice in
ordering cost reductions being achieved. suggested by the buyer.
initiatives. order that they are realised.
Promoting and supporting the use ofe-
Procurement solution (eg ePS,
supplier ordering portals etc)

457549346.xlsx/Cost
 (Optional) Performance Criteria
Key Performance Area
Considerations
Corporate Social Responsibility
Such as:
- Promotion of 'Green/Recycled'
products
- Promotion of opportunities to
reduce delivery frequency while
Sustainability maintaining service levels
- Promotion of intitiatives to support
buying organisations green agenda
1 2
Major Concerns Minor Concerns
The supplier responds to requests
The supplier does not promote
to promote products or identify
products or identify process or
service improvements which have
process or service improvements
which have a positive contribution
a positive contribution to CSR
to CSR
3 4
Meeting Expectations Exceeding Expectations
The supplier works with the buyer
The supplier is proactive in
in identifying opportunities to
identifying opportunities to provide
provide products or improve
process or service improvements
products or improve process or
service improvements which have
which have a positive contribution
a positive contribution to CSR
to CSR
457549346.xlsx/Sustainability
Key Performance
(Optional) Performance Criteria Considerations
Area
Responsiveness
Such as:
- Effective account management - queries dealt
with/improvement suggestions made where
appropriate
- Effective customer service - queries dealt with
promptly/appropriate information supplied
- Notification of backorders (alternatives offered
where appropriate)
- Effective communication - supplier ensures there is
regular contact and advises of any new products or
additional service benefits
Complaints
Such as:
- Resolved by first point of contact
Management Information
To be provided in the agreed format and within the
agreed timeline with the specific organisation
Communication
How effectively does the supplier manage
communication and respond to enquiries?
Service
Lead Time/Delivery Time
SLA/KPI:
- 97% Next day delivery (3 day H&I) for orders before
Identified target levels are not usually met.
3pm or 4pm if electronic procurement system
On time Delivery Against Objectives
SLA/KPI:
- 97% line fulfillment
- 97% order fulfillment
- 98% returns uplifted next scheduled delivery
- 98% out of stock lines fulfilled within 2 working days
Accuracy
- 98% of achieved deliveries are accurate against the
corresponding Purchase Order
- Substitutions only occur where prior agreement has
been made
Ownership/Involvement
Does the suppliers’ management structure interface
effectively with the customers organisational
structure? i.e. does the supplier demonstrate
involvement / ownership at the appropriate level e.g.
Account Manager when many touch points within
supplier, MD for supplier for key strategic suppliers
owning relationship?
1 2
Major Concerns
The supplier does not readily respond to
enquiries or requests. The buyer is
required to repeat requests.
Communication between the supplier and
buyer is virtually non-existant
A large number of complaints are received
from end-users and the supplier does not
readily respond or take corrective action.
Disputes have to be escalated, with no
recognition by the supplier of the need to
improve performance
The supplier does not provide the required Generally provides the required
Management Information in the agreed
format and within the agreed timeline
The supplier does not communicate
effectively and issues raised by the
customer are not responded to, or
managed effectively
Deliveries and Returns do not usually meet
the identified target levels.
Deliveries or service provision are
frequently inaccurate - wrong products,
short delivery, delivery note does not
match what was delivered.
The suppliers’ management structure and
how it interfaces with the customer is not
clearly defined or understood by the
customer
Minor Concerns
Generally responses to enquiries or
requests are dealt with timely,
however there are occasions when
these have to be repeated.
Communication channels between
the buyer and supplier are not as
effective as they could be
There are only a small number of
complaints or disputes, the response
is usually positive and corrective
action is taken if required, without the
need to escalate.
Consistently provides the required
Management Information in the Management Information in the agreed
agreed format and within the agreed format and within the agreed timeline
timeline
Communication is generally
instigated by the customer, and the
suppliers response is slow and / or
needs pursued for a response
Sometimes failure to meet the
dentified target levels
Sometimes failure to comply with
delivery and return schedule and
identified target levels
Occasionally deliveries or service
provision are inaccurate - wrong
products, short delivery, delivery note
does not match what was delivered.
The suppliers management structure
is partially aligned to the customers
organisational structure, but there are
gaps meaning that it’s not always
easy for the customer to
communicate effectively with his
equivalent at the supplier
3 4
Meeting Expectations Exceeding Expectations
Anticipates and responds to emerging
Consistently good response to enquiries requirements. Responses provide
and requests. Buyer and supplier have suggestions for improvement. Supplier is
effective communication channels. pro-active in ensuring effective
communication channels.
The supplier is proactive in identifying
Complaints or disputes are minimal, but are
potential areas where complaints or
always dealt with effectively without the
disputes may occur and works with the
need to escalate and corrective action is
buyer in taking measures to mitigate
taken if required.
against them.
Anticipates and responds to ad-hoc
Management Information whilst providing
the required Management Information in
the agreed format and within the agreed
timeline
Communication is generally instigated by The supplier is proactive in establishing
the customer, but the supplier promptly communication and immediately responds
responds to issues or enquiries to issues as & when they arise
Routinely exceeds the identified target
Meets the identified target levels
levels
Routinely exceeds compliance with
Complies with delivery and returns
delivery and returns schedule and target
schedule and identified target levels
levels
Deliveries or service provision are always
Deliveries or service provision are always
accurate, however the supplier is also
accurate - with delivery notes accurately
proactive in identifying future problems and
reflecting what has been delivered and
works with the buyer to mitigate against
matching the purchase order.
problems occuring.
The suppliers management structure is
The suppliers management structure is
generally aligned to the customers
fully aligned to the customers
organisational structure , but internal
organisational structure . The customer
personnel changes within the suppliers
can easily and effectively communicate
organisational structure and / or holiday
with their supplier equivalent
cover can cause occasional gaps
457549346.xlsx/Service