SWMS

we expect to be totally satisfied with our purchase experiences. Our goal is no less than Total Customer Satisfaction (TCS). Our suppliers should have Total Customer Satisfaction as their number one operational priority - with a never-ending commitment to quality, improved cycle times and a desire to lead in the markets they serve.

The TCS process is a performance-based partnership in which we demand accountability, commitment and quality service from our suppliers. They must be willing to take ownership to correct problems and prevent issues that get in the way of performance excellence. It is a business relationship based on full engagement in which we leverage our suppliers' full potential to achieve step-change improvement.

The concept of TCS is introduced early in the relationship in the Request-For-Proposal (RFP) document that potential suppliers receive. We make sure suppliers understand and are committed to the process before establishing any contractual relationship. During the relationship, the principle of TCS is also implemented in a detailed, formal supplier-performance review to measure our satisfaction and identify improvement opportunities.

In term of results at an operational level, Total Customer Satisfaction means:
Products/Services

Meeting or exceeding customer requirements,

Backed by extraordinary service and support,

Exhibiting flawless quality,

Delivered precisely when needed, and

Competitively priced.

We work with suppliers to define their performance criteria in the following key areas:

Product & Technology Leadership

Service & Support Leadership

Quality

Delivery & Lead-Time Performance

Total Cost Performance



Finally, suppliers receive performance feedback in the form of report cards and actionable comments, and use these inputs to drive improvements in their operations and delivery systems. Suppliers with exemplary performance are recognized formally as part of our annual TCS Business Excellence Award program