Management system guidance

Relationship management

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Key benefits of relationship management

Interested parties influence the performance of an organization. Sustained success is more likely to be achieved when the organization manages relationships with all of its interested parties to optimize their impact on its performance.

Relationship management with its supplier and partner networks is of particular importance. Key benefits of relationship management

  1. Enhanced performance of the organization and its interested parties through responding to the opportunities and constraints related to each interested party;
  2. Common understanding of goals and values among interested parties;
  3. Increased capability to create value for interested parties by sharing resources and competence and managing quality-related risks;
  4. A well-managed supply chain that provides a stable flow of goods and services.

Actions you can take to enhance relationship management

  1. Determine relevant interested parties (such as suppliers, partners, customers, investors, employees, and society as a whole) and their relationship with the organization;
  2. Determine and prioritize interested party relationships that need to be managed;
  3. Establish relationships that balance short-term gains with long-term considerations;
  4. Pool and share information, expertise and resources with relevant interested parties;
  5. Measure performance and provide performance feedback to interested parties, as appropriate, to enhance improvement initiatives;
  6. Establish collaborative development and improvement activities with suppliers, partners and other interested
    parties;
  7. Encourage and recognize improvements and achievements by suppliers and partners.

More information on quality management principles

Customer focus Meeting customer requirements and exceeding expectations
Process approach Plan, Do, Check, Act (PDCA), sequence and interaction, inputs, activities and outputs
Leadership Establishing strategic direction and operational purpose
Improvement Innovation, opportunities, root cause analysis, and ability to react to change
Evidence‐based decision making Data analysis, process performance assessment, and risk-based thinking
Engagement of people Training, knowledge, competence, and empowerment
 

More information on PDCA

Planning

   
4.1 Understanding Context 4.2 Interested Parties 4.3 Determining Scope
4.4 Management System Processes  
5.1 Leadership and Commitment 5.2 Policies 5.3 Roles, Responsibility and Authority
6.1 Address Risk and Opportunity 6.2 System Objectives and Planning 6.3 Planning for Change

Doing

   
7.1 Resources 7.2 Competence 7.3 Awareness
7.4 Communication 7.5 Documented Information
8.1 Operational Planning and Control 8.2 Requirements for Products and Services 8.3 Design & Development
8.4 Externally Provided Products and Services 8.5 Product and Service Provision 8.6 Release of Products and Services
8.7 Non-conforming Outputs 8.8 Emergency Preparedness 8.9 Accident and Incident Investigation

Checking

   
9.1 Monitor, Measure, Analyse and Evaluate 9.2 Internal Audit 9.3 Management Review

Acting

   
10.1 Improvement - General 10.2 Non-Conformity and Corrective Action 10.3 Continual Improvement
 

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