Supplier Guidance on Performance Feedback

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Supplier Guidance onPerformance Feedback
A division of Achilles Information Limited
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What is it?

• What is it?
• How does it work?
• What do I need to do?
• Steps to completion
• Now what?
• FAQ
• Help?

• Performance Feedback (PF) is a method of
  assessing performance of both suppliers and
  purchasers
• Supplier performance (Report 1)
• Purchaser performance (Report 3)
• Provides purchasers with an objective record of a
  suppliers performance on work
• Can be used externally as a marketing tool,
  internally as a business improvement tool and to
  develop business relationships and future
  opportunities
• Meets the requirements of ISO 9001 customer
  feedback
• Purchasers can use it as a filtering tool to
  differentiate and select suppliers for tendering
  or contract award
• Presented in your database record as a profile

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Example of a PF profile
Clariant Oil Services
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How does it work?

• What is it?
• How does it work?
• What do I need to do?
• Steps to completion
• Now what?
• FAQ
• Help?

• Agree with customer when to complete - during
  ongoing operations or at end of work
• Both parties agree a level of performance against
  your product codes and complete the forms
• For paper, the signed and agreed (or agreement to
  disagree) reports are returned to FPAL for input
• On-line submissions, once agreed by both parties,
  are automatically available on the database
• Report details are only seen by the purchaser and
  supplier involved
• PF data is aggregated and displayed as a PF
  profile on the database for 5 years
• There is no pass, fail or overall company score

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What do I need to do?

• What is it?
• How does it work?
• What do I need to do?
• Steps to completion
• Now what?
• FAQ
• Help?

• Review work done recently for your customers and
  identify feedback opportunities
• Your customer need not be FPAL registered (paper
  option only)
• Ensure your customers are aware that you wish to
  initiate feedback and agree the timing or
  milestone(s) at which you would like to do the
  Performance Feedback
• Prepare for the feedback session maybe by face
  to face meeting, phone/fax, online - you decide
  the best way for you
• Complete the feedback together by agreeing on the
  level of performance achieved (fully and
  accurately) and submit to FPAL
• If you need more information on FPAL, consider
  attending a supplier awareness session

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Steps involved to completion

• What is it?
• How does it work?
• What do I need to do?
• Steps to completion
• Then What?
• FAQ
• Help?

• Once the preparation has been done
• Step 1 Access the form(s)
• Step 2 Assign codes
• Step 3 Complete work details
• Step 4 Add the scores
• Step 5 Gain agreement
• Step 6 Report on your customer / Purchaser
• Step 7 Get it on the database

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Step 1 Access the form(s)

• Obtain blank paper copies of form(s)
• Ensure its the latest version 03/02 (7)
• Photocopies can be used
• or
• Download appropriate form(s) from www.fpal.com
• or
• Log into the FPAL database and create Performance
  Feedback (or access an existing, part completed
  electronic form) in the create feedback section
  of your record

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Step 2 Assign codes
Clariant Oil Services

• Describe the work.
• Add appropriate product/service code (up to max
  3).
• Make sure you are registered for the codes (check
  your record by looking at supplier own data under
  products services) if not, you may need to do
  a registration update.

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Step 3 Complete work details

• Add details of the time period that the feedback
  covers or provide the delivery date.
• Order/contract details are optional but a
  contract/order value band must be entered.

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Step 4 Add the scores
Clariant Oil Services

• Jointly agree the scores preferably in a face
  to face meeting but can be by phone/e-mail.
• Scoring should be done by those best positioned
  to make judgements - do not assess an element
  outside your own detailed knowledge. Not all
  elements may be applicable.
• See next slide for help with scoring.

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Step 4 Scoring guidance
Detailed guidance on each element is available
from www.fpal.com.
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Step 5 Gain agreement
Clariant Oil Services

• Contact details of both parties agreeing scores
  must be provided, including signatures for paper
  forms.

There are ca 70 FPAL registered purchasers, if
your customer is not one of these then tick box.
List available from downloaded forms on web site
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Step 6 Report on your customer
Clariant Oil Services

• You are encouraged to complete a performance
  feedback on the purchaser (report 3) at the same
  time.

Enter details of the purchaser/customer along
with details of the work provided.
Score the purchasers performance you are
encouraged to openly discuss the feedback. Not
all elements may be applicable.
Tick the box which broadly describes the area of
work.
Add contact details (including signature for
paper copies). Agreement is not required by
purchaser, though participation/ awareness is
encouraged. Only send in forms to FPAL that are
on FPAL Registered Purchasers.
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Step 7 Get it on the database

• Check all details are complete
• Consider keeping copies for your records
• Having agreed with Purchaser who will send in
  (avoid duplication), paper copies are
  posted/faxed to FPAL for upload
• Monitor database to check report is entered into
  your record
• If necessary contact FPAL

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Whats different about on-line feedback?

• Once it has been entered on the database there is
  no significant difference It is just a slightly
  different way of getting the data input
• Selected codes are validated before submission
• System warns you about any missing data
• Allows comments to be added
• Automatically entered on the database once all
  actions are complete
• Both parties need database access to view and
  create reports
• No routine FPAL intervention required

• What is it?
• How does it work?
• What do I need to do?
• Steps to completion
• Now what?
• FAQ
• Help?

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Now what?

• Once youve gone through the process, we suggest
  you adopt an overall strategy for completing
  feedback by
• Assigning responsibilities for gathering feedback
  and ensure your staff understand the process - if
  not, consider them attending an FPAL awareness
  session
• Ensuring that you have a monitoring process in
  place to manage your own performance profile -
  review process at team meetings
• Developing an improvement plan based on your
  feedback and profile - ensure your profile is
  marketed effectively
• Using the benchmarking facility to benchmark your
  performance against competitors
• Remember Purchasers may initiate feedback on you.

• What is it?
• How does it work?
• What do I need to do?
• Steps to completion
• Now what?
• FAQ
• Help?

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Frequently asked questions

• What is it?
• How does it work?
• What do I need to do?
• Steps to completion
• Now what?
• FAQ
• Help?

• Q A purchaser has initiated an electronic
  feedback. How do I agree the scores?
• A Outstanding reports can be viewed in your
  record under create performance feedback. You
  need performance feedback rights to view this
  (for help contact your FPAL User Administrator).
• Q Can I conduct feedback with customers who are
  not FPAL registered purchasers?
• A Yes, this is called non-subscriber feedback
  paper only.
• Q Can I prepare my own form and combine it with
  additional information that I want to collect?
• A Yes, provided all the information on the FPAL
  form is replicated word versions available on
  www.fpal.com .

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Where can I find help?

• What is it?
• How does it work?
• What do I need to do?
• Steps to completion
• Now what?
• FAQ
• Help?

• Your own User Administrator
• www.fpal.com FPAL services forms section -
  downloadable forms
• FPAL help available on 44 (0) 1224 337533

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