Supplier recovery rate

This measure calculates the actual amount recovered from suppliers in the 12-month reporting period divided by the amount of total warranty cost caused by suppliers in the same period. It is part of a set of Process Efficiency measures that help companies optimize the performance of their "service products after sales" process group by minimizing waste and refining resource consumption.

Benchmark Data

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Measure Category:
Process Efficiency
Measure ID:
104887
Total Sample Size:
604 All Companies
Performers:
25th Median 75th
- - -
Key Performance Indicator:
Yes
Sample image showing interactive filters for more detailed measure peer group data and an interactive graph.

Compute this Measure

Units for this measure are percent.

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Supplier recovery rate

Key Terms

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Process efficiency represents how well a process converts its inputs into outputs. A process that converts 100% of the inputs into outputs without waste is more efficient than one that converts a similar amount of inputs into fewer outputs.

The metric value which represents the 50th percentile of a peer group. This could also be communicated as the metric value where half of the peer group sample shows lower performance than the expressed metric value or half of the peer group sample shows higher performance than the expressed metric value.

Measure Scope

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Cross Industry (7.4)

  • 6.3.1 - Register products (20605)
  • 6.3.2 - Process warranty claims (12669)
    • 6.3.2.1 - Receive warranty claim (20096)
    • 6.3.2.2 - Validate warranty claim (12671)
    • 6.3.2.3 - Investigate warranty issues (20097)
      • 6.3.2.3.1 - Define issue (20098)
      • 6.3.2.3.2 - Schedule field service (12677)
      • 6.3.2.3.3 - Request and receive defective part (12678)
      • 6.3.2.3.4 - Investigate issue/perform root cause analysis (20099)
      • 6.3.2.3.5 - Receive investigation result/recommendation for corrective action (20100)
    • 6.3.2.4 - Determine responsible party (20101)
    • 6.3.2.5 - Manage pre-authorizations (20102)
    • 6.3.2.6 - Approve or reject warranty claim (12668)
    • 6.3.2.7 - Notify originator of approve/reject decision (20103)
    • 6.3.2.8 - Authorize payment (20104)
    • 6.3.2.9 - Close claim (20105)
    • 6.3.2.10 - Reconcile warranty transaction disposition (12667)
  • 6.3.3 - Manage supplier recovery (20106)
    • 6.3.3.1 - Create supplier recovery claims (20107)
    • 6.3.3.2 - Negotiate recoveries with suppliers (20108)
  • 6.3.4 - Service products (10218)
    • 6.3.4.1 - Confirm specific service requirements for individual customer (10320)
      • 6.3.4.1.1 - Process customer request (10324)
      • 6.3.4.1.2 - Create customer profile (10325)
      • 6.3.4.1.3 - Generate service order (10326)
    • 6.3.4.2 - Identify and schedule resources to meet service requirements (10321)
      • 6.3.4.2.1 - Create resourcing plan and schedule (10327)
      • 6.3.4.2.2 - Create service order fulfillment schedule (10328)
    • 6.3.4.3 - Provide service to specific customers (10322)
      • 6.3.4.3.1 - Organize daily service order fulfillment schedule (10330)
      • 6.3.4.3.2 - Execute product repair (10331)
      • 6.3.4.3.3 - Manage service order fulfillment (10332)
    • 6.3.4.4 - Ensure quality of service (10323)
      • 6.3.4.4.1 - Identify completed service orders for feedback (10334)
      • 6.3.4.4.2 - Identify incomplete service orders and service failures (10335)
      • 6.3.4.4.3 - Solicit customer feedback on services delivered (10336)
      • 6.3.4.4.4 - Process customer feedback on services delivered (10337)