| 1 |
Verify delivery reliability |
On-time delivery performance |
On-time-in-full delivery rate; average delay; delivery variability |
Target an on-time-in-full rate of at least 95% over the previous 12 months |
Anonymized delivery records, customer references, and corrective-action reports |
| 2 |
Assess product quality consistency |
Defect prevention and process control |
First-pass yield; defect rate; scrap and rework rate; audit findings |
Use a defect-rate target of 2% or lower, adjusted for product complexity and industry requirements |
Quality dashboard, inspection plans, process capability data, and recent audit results |
| 3 |
Check production scalability |
Capacity and expansion readiness |
Available machine hours; utilization; labor availability; expansion lead time |
Confirm 20–30% practical capacity headroom or a documented expansion plan |
Capacity model, production schedule, staffing plan, and equipment investment roadmap |
| 4 |
Evaluate lead-time control |
Order-to-delivery predictability |
Quoted lead time; actual lead time; schedule adherence; changeover time |
Lead-time variation should generally remain within 10% of the agreed schedule |
Historical order data, production-routing documents, and sample planning reports |
| 5 |
Review financial and operational stability |
Business continuity and solvency |
Operating history; liquidity; customer concentration; workforce turnover |
Prefer a documented operating history of at least three years and no unresolved continuity warnings |
Audited or independently reviewed financial information, ownership details, and continuity plan |
| 6 |
Test technical support responsiveness |
Service desk and engineering support |
Initial response time; escalation time; issue-resolution time; support coverage |
Critical issues acknowledged within 4 business hours with a defined escalation path |
Service-level agreement, support workflow, escalation matrix, and anonymized ticket metrics |
| 7 |
Confirm equipment and system availability |
Operational uptime and maintenance |
Equipment availability; unplanned downtime; preventive-maintenance completion |
Set an availability goal of at least 95%, with preventive maintenance completed as scheduled |
Maintenance logs, downtime history, spare-parts policy, and asset-management procedures |
| 8 |
Examine compliance and traceability |
Regulatory control and material traceability |
Batch or lot tracking; document retention; calibration control; nonconformance handling |
Require complete traceability from incoming material through final shipment where applicable |
Traceability demonstration, compliance certificates, calibration records, and sample product history |
| 9 |
Measure problem-solving capability |
Root-cause analysis and continuous improvement |
Corrective-action closure time; repeat issues; improvement projects; response quality |
Routine corrective actions should normally be closed within 30 days unless technically justified |
Redacted corrective-action examples, root-cause methodology, and improvement records |
| 10 |
Validate implementation and recovery support |
Onboarding, training, and disaster recovery |
Implementation milestones; training hours; recovery time objective; backup frequency |
Define a recovery time objective of 24 hours or less for critical operations where feasible |
Implementation plan, training curriculum, backup policy, recovery test results, and post-launch support terms |