Ishikawa's Ten Principles for Customer/Supplier Relations
- Both the customer and the supplier are fully responsible for the control of quality.
- Both the customer and the supplier should be independent of each other and respect each other's independence.
- The customer is responsible for providing the supplier with clear and sufficient requirements so that the supplier can know precisely what to produce.
- Both the supplier and the customer should enter into a nonadversarial contract with respect to quality, quantity, price, delivery method, and terms of payments.
- The supplier is responsible for providing the quality that will satisfy the customer and submitting necessary data upon the customer's request.
- Both the customer and the supplier should decide the method to evaluate the quality of the product or service to the satisfaction of both parties.
- Both the customer and the supplier should establish in the contract the method by which they can reach an amicable settlement of any disputes that may arise.
- Both the customer and the supplier should continually exchange information, sometimes using multifunctional teams, in order to improve the product or service quality.
- Both the customer and supplier should perform business activities such as procurement, production and inventory planning, clerical work, and systems so that an amicable and satisfactory relationship is maintained.
- When dealing with business transactions, both the customer and supplier should always have the best interest of the end user in mind.
Besterfield, Dale H., Besterfield-Michna, Carol, Besterfield, Glen H., Besterfield-Sacre, Mary, "Total Quality Management Third edition", Pearson Education Inc, Delhi, 2003.
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