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Beyond Product Quality: Measuring the Service Capability of a Supplier

Product quality typically focuses on the scorecard for procurement teams, when evaluating suppliers. Samples are checked, test reports are analyzed and factory audits are carried out. Quality is not enough to make a supply relationship successful. Even the best Figurine or Home Decoration product can cause issues if the supplier fails to communicate effectively, is not flexible in accepting orders or if their delivery is unreliable. Service capability, ability to respond, adapt and support, is also crucial, particularly with seasonal products, where timing will be critical. Since 2007 we have been producing Christmas series, Halloween series, Easter series, figurines, home decoration and miniature models at our Xiamen factory with an area of 8,401m². There are four aspects of service capability to consider before signing up with a supplier.

Communication Responsiveness – The Speed and Clarity of Every Exchange

How a supplier communicates is the first clue to their capabilities. Responsiveness in the inquiry and sampling process demonstrates the relationship before it is ordered, thus indicating how it will work during production. Does the answer to the question come back within 1 business day? Do answers make sense and are they complete or are they general and unclear? Are there any shared messages that don't have a single point of contact or are they passed between several with no ownership?

Communication delays can cost B2B buyers who are purchasing Christmas Series or Easter Series products. Seasonal windows are scheduled and any delay in getting a quotation or sample accepted could delay the delivery beyond the selling season. A competent supplier communicates quickly, keeps you informed and anticipates problems. Our accepted working language is English which allows us to communicate clearly with our international buyers throughout the order cycle.

Order Flexibility – Adapting to Real-World Changes

Things don't always go as they are scripted. Adjustments in quantities, packaging or shipping may be required. The ability of the supplier to make these reasonable changes is one indicator of service ability.

There are multiple ways of being flexible. Is it possible for the supplier to process mixed orders, a combination of Halloween Series, Figurine, and Home Decoration? Are they able to change their production plans when there is a change in the buyer's forecast? Are they able to accept last minute changes to the packaging or labelling? It may be useful to have a supplier that charges for set quantities and set terms, but one who is rigid may prove to end up costing you more.

We're able to discuss solutions with buyers that make sense here. This small size (size 56, 8,401 m² of production area) enables us to respond without the impediments of a large corporation or the limitations of a small workshop.

Problem-Solving and Accountability – How Issues Are Handled

Even the most well-managed factories will have issues: a batch of materials will act differently than expected, a mold will wear out sooner than the prediction, a shipment will be delayed because of port congestion. It is the response of the supplier that's important. Are they quick to recognize the problem? Are they accountable and offer a solution? Or do they cover for them and let the buyer deal with the repercussions?

There is a service capability that can be measured as part of the sampling and ordering process which is Accountability. Inquire from the supplier about past quality problems and/or delays. Ask customer references for existing customers. One supplier that has a history of clear problem solving is more valuable than one who can offer you a marginally lower cost, but has a history of excuses.

In Miniature/Model and Figurine products, where detail and finish is paramount, a supplier's ability to act quickly, rework, replace or credit when there is quality issue will impact directly on the buyer's reputation with their own customers.

Documentation, Compliance, and Logistics Support

The service capability is not limited to production, but also the transactional side of the process, such as administration and logistics. A good supplier is able to give you accurate documents such as commercial invoices, packing lists, certificate of origin and test reports. They know the import regulations of various markets and are able to provide guidance on labelling, packaging and compliance.

Logistics support is also a key requirement. We are close to the Xiamen Port, and have the professional experience in coordinating ocean freight, consolidating shipments, preparing export documents, etc. This assistance is helpful for potential purchasers who are new to the importation process, helping to minimize risk and streamline the process.

If a supplier does not pay attention to documentation and logistics, or if he leaves everything to the buyer to do, he is not offering full service. Ideal suppliers become partners, anticipate your needs, and clear the way.

Conclusion – Service Is Part of the Product

A supplier is added to the short list for product quality, but only remains listed because of service ability. Communication, flexibility and accountability are all part and parcel of a dependable supply relationship and are not optional extras.

Since the year 2007, we have been producing seasonal decoration and home accessories products in our 8,401 m² Xiamen factory with a staff of 56 people. Christmas Series, Halloween Series, Easter Series, Figurine, Home Decoration and Miniature/Model are all produced; and we are ready to show our service ability to serious B2B buyers. Call us now to speak about your needs.