The role of supplier satisfaction survey in building partnerships

Purpose: The main goal of this paper’s research was to determine the role and justification of surveying supplier satisfaction in building partnerships. Methodology: To collect primary data, qualitative research was used, which was conducted in several phases. The study tested nine key criteria modelled on the work of Vos et al. (2016). The sample of key suppliers was determined from a non-probability sample of experts from eight strategic suppliers who agreed to participate in the research. A qualitative approach was used due to the small sample and the desire to apply a different approach since the authors used a quantitative approach in most of the analysed papers. Results: Research has shown that the key criteria for supplier satisfaction are reliability, communication, and operative excellence of the customer they work with. Conclusion: Any long-term and successful business relationship implies the satisfaction of all parties in the relationship. The concept of supplier satisfaction research is a business practice of a modest number of companies. Despite this, the research participants confirmed that there are solid arguments and interest in introducing this type of research and its continuous implementation. The recommendation is the systematic introduction of supplier relationship management and, as part of that, the introduction of the practice of conducting supplier satisfaction surveys

Supplier satisfaction survey in the function of strenghtening partner relationships

Prijelaz nabavne funkcije iz operativne u stratešku funkciju doveo je do brojnih promjena u suvremenom poslovanju, a ponajviše je promijenio pogled na odnose u lancu opskrbe. U prošlosti zapostavljeni odnosi s dobavljačima postaju neizostavan dio suvremenog upravljanja lancima opskrbe, a dobavljače se sve više uvažava kao strateški resurs poduzeća i izvor konkurentske prednosti. Da bi dobavljači uistinu postali strateški resurs svojim partnerima, potrebno je čuti njihov glas i razumjeti njihove potrebe, a to je moguće primjenom istraživanja zadovoljstva dobavljača. Ovaj rad bavi se temom istraživanja zadovoljstva dobavljača, a njegovi ciljevi su; identificirati ključne kriterije koji utječu na zadovoljstvo dobavljača, ponuditi praktične smjernice za unapređenje zadovoljstva dobavljača i istražiti opravdanost uvođenja istraživanja zadovoljstva dobavljača u svakodnevno poslovanje. Istraživanje je pokazalo kako su ključni kriteriji zadovoljstva dobavljača pouzdanost, komunikacija i operativna izvrsnost kupca s kojim surađuju. Analiza stručne literature te sudionici istraživanja dodatno su potvrdili opravdanost i važnost uvođenja istraživanja zadovoljstva dobavljača u poslovanje koje može doprinijeti većem stupnju zadovoljstva dobavljača, kvalitetnijim odnosima među partnerima i unapređenju efikasnosti lanca opskrbe.The transition of the procurement function from an operational to a strategic function has led to numerous changes in modern management. Moreover, it has changed a perspective of supply chain relations. In the past often neglected relationships with suppliers have become an indispensable part of modern supply chain management, while the suppliers are increasingly recognized as a strategic resource of the company and a competitive advantage source. In order for suppliers to truly become a strategic resource , it is necessary to hear their voice and to understand their needs by introducing supplier satisfaction surveys. This paper addresses the topic of supplier satisfaction surveys and it aims to: identify key criteria that affect supplier satisfaction, offer practical guidelines for improving supplier satisfaction and explore the justification for introducing supplier satisfaction research in a daily business. The paper has shown that key criteria of supplier satisfaction are reliability, communication and operational excellence. The analysis of the literature and research participants have confirmed the justification and importance of introducing supplier satisfaction survey in daily business. Introducing supplier satisfaction survey could contribute to higher degree of supplier satisfaction, better relations between partners and efficiency of the supply chain

Supplier satisfaction survey in the function of strenghtening partner relationships

Prijelaz nabavne funkcije iz operativne u stratešku funkciju doveo je do brojnih promjena u suvremenom poslovanju, a ponajviše je promijenio pogled na odnose u lancu opskrbe. U prošlosti zapostavljeni odnosi s dobavljačima postaju neizostavan dio suvremenog upravljanja lancima opskrbe, a dobavljače se sve više uvažava kao strateški resurs poduzeća i izvor konkurentske prednosti. Da bi dobavljači uistinu postali strateški resurs svojim partnerima, potrebno je čuti njihov glas i razumjeti njihove potrebe, a to je moguće primjenom istraživanja zadovoljstva dobavljača. Ovaj rad bavi se temom istraživanja zadovoljstva dobavljača, a njegovi ciljevi su; identificirati ključne kriterije koji utječu na zadovoljstvo dobavljača, ponuditi praktične smjernice za unapređenje zadovoljstva dobavljača i istražiti opravdanost uvođenja istraživanja zadovoljstva dobavljača u svakodnevno poslovanje. Istraživanje je pokazalo kako su ključni kriteriji zadovoljstva dobavljača pouzdanost, komunikacija i operativna izvrsnost kupca s kojim surađuju. Analiza stručne literature te sudionici istraživanja dodatno su potvrdili opravdanost i važnost uvođenja istraživanja zadovoljstva dobavljača u poslovanje koje može doprinijeti većem stupnju zadovoljstva dobavljača, kvalitetnijim odnosima među partnerima i unapređenju efikasnosti lanca opskrbe.The transition of the procurement function from an operational to a strategic function has led to numerous changes in modern management. Moreover, it has changed a perspective of supply chain relations. In the past often neglected relationships with suppliers have become an indispensable part of modern supply chain management, while the suppliers are increasingly recognized as a strategic resource of the company and a competitive advantage source. In order for suppliers to truly become a strategic resource , it is necessary to hear their voice and to understand their needs by introducing supplier satisfaction surveys. This paper addresses the topic of supplier satisfaction surveys and it aims to: identify key criteria that affect supplier satisfaction, offer practical guidelines for improving supplier satisfaction and explore the justification for introducing supplier satisfaction research in a daily business. The paper has shown that key criteria of supplier satisfaction are reliability, communication and operational excellence. The analysis of the literature and research participants have confirmed the justification and importance of introducing supplier satisfaction survey in daily business. Introducing supplier satisfaction survey could contribute to higher degree of supplier satisfaction, better relations between partners and efficiency of the supply chain

Supplier satisfaction survey in the function of strenghtening partner relationships

Prijelaz nabavne funkcije iz operativne u stratešku funkciju doveo je do brojnih promjena u suvremenom poslovanju, a ponajviše je promijenio pogled na odnose u lancu opskrbe. U prošlosti zapostavljeni odnosi s dobavljačima postaju neizostavan dio suvremenog upravljanja lancima opskrbe, a dobavljače se sve više uvažava kao strateški resurs poduzeća i izvor konkurentske prednosti. Da bi dobavljači uistinu postali strateški resurs svojim partnerima, potrebno je čuti njihov glas i razumjeti njihove potrebe, a to je moguće primjenom istraživanja zadovoljstva dobavljača. Ovaj rad bavi se temom istraživanja zadovoljstva dobavljača, a njegovi ciljevi su; identificirati ključne kriterije koji utječu na zadovoljstvo dobavljača, ponuditi praktične smjernice za unapređenje zadovoljstva dobavljača i istražiti opravdanost uvođenja istraživanja zadovoljstva dobavljača u svakodnevno poslovanje. Istraživanje je pokazalo kako su ključni kriteriji zadovoljstva dobavljača pouzdanost, komunikacija i operativna izvrsnost kupca s kojim surađuju. Analiza stručne literature te sudionici istraživanja dodatno su potvrdili opravdanost i važnost uvođenja istraživanja zadovoljstva dobavljača u poslovanje koje može doprinijeti većem stupnju zadovoljstva dobavljača, kvalitetnijim odnosima među partnerima i unapređenju efikasnosti lanca opskrbe.The transition of the procurement function from an operational to a strategic function has led to numerous changes in modern management. Moreover, it has changed a perspective of supply chain relations. In the past often neglected relationships with suppliers have become an indispensable part of modern supply chain management, while the suppliers are increasingly recognized as a strategic resource of the company and a competitive advantage source. In order for suppliers to truly become a strategic resource , it is necessary to hear their voice and to understand their needs by introducing supplier satisfaction surveys. This paper addresses the topic of supplier satisfaction surveys and it aims to: identify key criteria that affect supplier satisfaction, offer practical guidelines for improving supplier satisfaction and explore the justification for introducing supplier satisfaction research in a daily business. The paper has shown that key criteria of supplier satisfaction are reliability, communication and operational excellence. The analysis of the literature and research participants have confirmed the justification and importance of introducing supplier satisfaction survey in daily business. Introducing supplier satisfaction survey could contribute to higher degree of supplier satisfaction, better relations between partners and efficiency of the supply chain