From Conflict to Collaboration

Abstract:[This abstract is based on the author's abstract.]

The relationship between a customer and supplier helps determine a product's quality. Making sure such relationships are strong is critical to an organization's success since improved relationships can reduce cost and increase productivity. Quantitative measures need to be developed in order for this relationship to improve. One method is to measure the strength and keel of the relationship and then identify areas for collaborative improvement. Strength refers to the average satisfaction level of the parties, while keel refers to any imbalance in the level of satisfaction between customer and supplier. This relationship evaluation method is applicable to both internal and external customers and suppliers. It quantifies a relationship's strength and improves it since customers and suppliers who have participated in the exercise tend to work together in improving the …

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