Total Customer Satisfaction

As customers, 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. Our suppliers 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 continuous improvements.

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 terms of results at an operational level, Total Customer Satisfaction means:

Products and Services that --

We work with suppliers to define their performance criteria in the following TCS Key Result Areas:

Finally, key suppliers will receive regular 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 sustained exemplary performance will be recognized formally as part of our annual TCS Business Excellence Award program.