'Getting it measured'; design of a vendor rating system at ATAG Nederland B.V.

ATAG Nederland B.V. is an organisation that is focused on the design, purchase, warehouse, sale, distribution and service of kitchen appliances. The organisation is characterised by its productionindependent approach. The production function is completely outsourced, which makes the organisation highly dependent on the performance of suppliers in order to deliver high quality products. Supplier performance measurement or vendor rating is therefore a wanted method for improving customer satisfaction. Therefore the following research question is formulated and answered during the research: How should a vendor rating system that enables ATAG to monitor the performance of its suppliers be modelled, in order to control and improve the process and product quality? The research made a distinction between the IST- and SOLL situation. The IST situation is described by an analysis of the current methods for supplier monitoring within ATAG. The SOLL situation is illustrated by a literature reviewand the desired needs of ATAGregarding supplier monitoring.