From Conflict To Collaboration

摘要

The relationship between a customer and supplier helps determine a product or service's quality. The stronger the relationship, the more value it can offer. Though this is a well-known concept, some quantitative measures need to be developed so this relationship can improve. One such method of evaluation is to measure the strength and keel of the relationship and then identify areas for collaborative improvement. Strength is the average satisfaction level of both parties; keel is the imbalance in the level of satisfaction between customer and supplier. A relationship is on an even keel when there is little imbalance.