CustomerNode™

Theme: Light
Industrial & Manufacturing › Oil, Gas & Natural Resources › Downstream & Refining

Petrochemical Production

Capital-intensive extraction and processing programs where safety, regulation, and supply chain complexity define execution.

LyondellBasell Dow BASF ExxonMobil Chemical
Inside this journey

  1. Pre-Discovery

    Align the room on outcomes, decision process, and constraints before deeper discovery.

    1. Stakeholder Alignment

      Confirm procurement, quality, and operations decision roles, timelines, and what ‘good’ looks like for each stakeholder.

      Alignment Questions

      Tell Us About Your Resin World

      • Which resin families does your site regularly consume? Options: HDPE, LDPE, LLDPE, PP Homopolymer, PP Copolymer, PVC, Polystyrene, SBR/BR, Other
      • Roughly how much resin do you use (tons/month or annual spend)?
      • Which manufacturing processes at your facilities rely on these resins? Options: Extrusion (film/sheet), Injection molding, Blow molding, Pipe extrusion, Compounding, Profile/thermoforming, Other
      • Who are the primary internal owners for procurement, quality, and operations related to resin purchases? Options: Procurement, Quality/QA, Operations/Plant, R&D/Process Engineering, Supply Planning, Site Management, Third-party distributor
      • What are the top three performance metrics you track for incoming resin?
      • How do you currently source most volumes: long-term contract, framework with call-offs, spot purchases, distributor-managed, or a mix? Options: Long-term contracts, Framework / call-offs, Spot market, Distributor-managed, Consignment/ VMI, Mix of above

      Are You Settling for Supply Risk?

      • How often do supply interruptions force you to alter production plans or use alternative grades? Options: Almost every month, Quarterly, Twice a year, Rarely, Never
      • Describe the most recent disruption: its cause, duration, and the tangible production impact.
      • Which SKUs or grade families are most exposure‑sensitive when the market tightens? Options: Commodity PE (HDPE/LLDPE), Specialty PE grades, Polypropylene grades, PVC products, Rubber/ SBR, Additive‑masterbatches/Custom blends
      • When supply tightness happens, what actions do you typically take (choose all that apply)? Options: Increase buffer inventory, Source from alternative suppliers, Temporarily reformulate, Reduce line speeds or shifts, Substitute products for less critical runs, Emergency air/ocean freight
      • How long have supply reliability issues affected your planning horizon (months/years)? Options: A few months, 1–2 years, 3–5 years, More than 5 years, New / no history
      • What is the emotional toll these interruptions take on your team and customers?

      When Quality Goes Off‑Spec, What Really Breaks?

      • Which single off‑spec parameter historically causes the most line stops or customer rejections? Options: Melt index (MI), Density, Contamination / foreign material, Additive concentration, Color / appearance, Other
      • Tell us about a concrete lot‑failure incident: what failed, how you detected it, and what the immediate response was.
      • What are your typical acceptance ranges for melt index and density by grade (please specify ranges or tolerances)?
      • How is incoming material tested and cleared—supplier COA only, in‑house lab, third‑party lab, or in‑line checks? Options: Supplier COA only, In‑house QC lab, Third‑party lab validation, Rapid in‑line/at‑line testing, Combined approach
      • How tolerant is your process to small shifts in MI or density before you must pause production? Options: <2% change, 2–5% change, 5–10% change, >10% change, Depends on product
      • Which contamination sources worry you most and why (e.g., cross‑contamination, foreign pellets, residual solvents)?

      If Price Was Predictable, What Would You Change?

      • How much of your purchasing decision is driven by short‑term spot price versus landed cost and guaranteed availability? Options: Mostly spot (>60%), Even split, Mostly landed cost (>60%), Primarily reliability, Other
      • Which commercial price mechanisms would you consider: fixed price, formula linked to feedstock/index, collars/floors, or supplier‑managed hedges? Options: Fixed price, Formula (index/feedstock), Collar/floor structure, Supplier hedging program, Pass‑through with cap, Other
      • What month‑to‑month price variance is acceptable for your budgeting and customer pricing? Options: <2%, 2–5%, 5–10%, >10%, Varies by product
      • Do you currently hedge resin exposure, and if so who manages it (procurement, treasury, or supplier)? Options: We hedge directly (procurement/treasury), Supplier offers hedging, No hedging today, Hedging by distributor, Other
      • Would you accept minimum purchase commitments in exchange for improved price stability or allocation priority? Options: Yes — willing to pilot, Yes — for standard contract lengths, Maybe after successful trial, No
      • How quickly do pricing swings force you to reprice products or renegotiate customer contracts? Options: Immediately, Monthly, Quarterly, Annually, Rarely

      Who Needs to Be On Board for This to Work?

      • If a single stakeholder can veto the deal, which role most commonly holds that power at your company? Options: Procurement, Quality / QA, Operations / Plant Manager, Legal / Contracts, Finance, Executive sponsor
      • List the titles or roles who must approve a new supplier or grade and the primary concern each will raise.
      • Typical approval timeline by function for new‑supplier qualification, commercial negotiation, and contract sign‑off? Options: <2 weeks, 2–4 weeks, 1–3 months, >3 months
      • What would cause quality, operations, or procurement to say 'this supplier is acceptable' — itemize the must‑have acceptance criteria for each function.
      • Who is the escalation contact when a material issue affects production and what is an acceptable response time? Options: Site QA manager, Supply chain director, Operations manager, Supplier account manager, Other
      • How are trade‑offs between price, lead time, and quality decided—procurement lead, cross‑functional committee, or executive decision? Options: Procurement‑led, Cross‑functional committee, Operations‑led, Executive decision, Case‑by‑case

      Imagine a Smooth Qualification and Launch — What Does That Feel Like?

      • After 90 days, which single result would make you say the new supply arrangement is a clear win? Options: Zero line stops attributable to material, On‑time & complete deliveries, Scrap and rejects reduced, Stable MI & density within tolerance, No customer complaints, Other
      • What target on‑time‑in‑full (OTIF) percentage do you require from a qualifying supplier? Options: >=99%, 97–98%, 95–96%, 90–94%, <90%
      • What is a realistic qualification timeline from first sample to full production release? Options: 2 weeks, 1 month, 2 months, 3+ months
      • Which pilot metrics should we track and report weekly (select all that apply)? Options: Melt index variance, Density variance, Scrap rate, Downtime minutes, Throughput / kg/hr, Customer rejects
      • Who on your side will own the pilot and how should success be communicated (meeting cadence, dashboards, escalation)?
      • If early signals show deviation, what corrective authorities should we have and what is your preferred escalation path?

      Ready to Try a New Supply Approach?

      • If we could run a small, contained pilot that removes your top supply worry, what practical barriers might still stop you from trying it? Options: Internal approvals, Budget constraints, Quality risk aversion, Logistics/terminal limits, Contractual obligations to others, Nothing would stop us
      • Which delivery modes can you receive and prefer: railcar, bulk truck, bagged pallets, totes, pipeline, or ocean/ISO tanks? Options: Railcar, Bulk truck (loose pellets), Bagged pallets, Totes/IBC, Pipeline, Ocean/ISO tanks
      • What lead time do you require from order confirmation to on‑site delivery for critical SKUs? Options: 1–3 days, 4–7 days, 1–2 weeks, 2–4 weeks, >4 weeks
      • Do you have preferred terminals or warehousing partners and any receiving constraints we should plan around (hours, unloading equipment, segregation requirements)?
      • How do you want Certificates of Analysis and lot documentation delivered: EDI, supplier portal, email, or paper? Options: EDI, Supplier portal, Email (PDF), Paper COA, Other
      • Would you accept conditional first‑lot release pending in‑process verification (e.g., release to production subject to passing inline checks)? Options: Yes — with sampling plan, Yes — limited quantity, Maybe — need legal approval, No
      • Which pre‑trial data or samples do you need before scheduling a pilot (select all that apply)? Options: COA and full spec sheet, Physical sample pellets, Historical lot performance, Shipping/packaging spec, Proposed pilot schedule, Traceability & QA docs

    2. Current State Mapping

      Document today's resin usage, critical specs (melt index, density, additives), supply constraints, and past failure modes.

      Current State

      Start With Where You Stand

      • Which resin types and specific grades are you running today, and what are your approximate monthly volumes (MT) for each grade?
      • Which of your sites receive resin deliveries (pick all that apply)? Options: Main manufacturing plant, Satellite/secondary plants, Co-packer/contract manufacturer, Regional distribution center, Third-party tolling site, Other
      • How do you primarily procure resin today? Options: Long-term contract (fixed volumes), Frame agreement with call-offs, Annual or yearly allocation, Short-term contracts (3–12 months), Spot purchases only, Mixed strategy
      • Which logistical modes move most of your product (select up to 2)? Options: Rail hopper, Bulk truck, Packaged bags/pallets via truck, Ocean vessel/container, Pipeline, Intermodal
      • Who are the primary contacts on your team for supply, quality, and plant operations (names/titles/email preferred)?

      Are You Underestimating Your Supply Risk?

      • When a single plant, grade, or logistics lane tightens, how quickly does your production plan feel the pain? Options: Within hours, 1–3 days, Within a week, More than a week
      • Which of the following scenarios have led to meaningful supply interruptions for you in the last 24 months? Options: Supplier force majeure/outage, Rail or truck logistics delays, Port congestion or customs hold, Quality rejection on receipt, Grade discontinuation by supplier, Allocation during market tightness, Other
      • Describe the most recent disruption you experienced: what failed, how long the impact lasted, and what stop-gap fixes you applied?
      • How often do you receive partial fills, split deliveries, or late deliveries that force production re-planning? Options: Weekly, Monthly, Quarterly, Rarely
      • What target safety-stock or buffer do you hold today (expressed as days of run-rate)? Options: <3 days, 3–7 days, 8–14 days, 15–30 days, >30 days

      Where Specs Drive Your Production — And When They Don't

      • If melt index or density shifts by roughly 5% for a core grade, what happens on your line—do you see immediate failures, manageable adjustments, or something else? Options: Immediate production issues (downtime/scrap), Minor machine adjustments possible, Usually acceptable within limits, Depends on end-product/grade
      • For each priority grade, please list the nominal spec and acceptable tolerance for: melt index (MI), density, and the one or two additives you cannot compromise on.
      • Which additives or masterbatches are critical in your formulations (pick all that apply)? Options: Antioxidant/processing stabilizer, Slip agent, Antiblock, UV stabilizer, Color masterbatch, Fillers (CaCO3, talc), Flame retardant, Nucleating agents, Other
      • Have you experienced contamination, off-color, or cross-polymer issues at receipt? If yes, what was attributed as the root cause?
      • What acceptance process do you use on incoming resin—COA only, sample + quick tests, or full in-house analysis before release to production? Options: COA accepted without further testing, Random/spot in-house testing, Full in-house testing on every lot, Supplier/third-party lab certified only, Depends on supplier/grade

      The Hidden Costs You Don’t Always See

      • When a lot is out of spec, what is the true cost to you (downtime, scrap, rework, customer credits) on average—can you estimate a dollar or percentage impact?
      • How tightly do you track scrap, downtime, or customer returns that are explicitly tied to resin quality? Options: Continuously (real-time metrics), Monthly reporting, Quarterly review, Ad hoc / incident-based
      • Who typically absorbs quality-related costs today (procurement, operations, quality, shared cost center, or passed to customer)? Options: Procurement, Operations, Quality, Shared cross-functional, Customer/claims
      • Do you measure supplier performance with KPIs (on-time fill rate, first-pass acceptance, claim frequency)? If yes, what targets or thresholds trigger escalation?
      • Would a per-lot supplier performance dashboard (quality + delivery trends) change which suppliers you prioritize? Options: Yes — would change supplier allocation, Somewhat — useful for conversations, Not much — decisions based on price, No — not relevant

      Who Really Owns Quality, Timing, and Buying Decisions?

      • When a new supplier or alternate grade could prevent a recurring problem, how often does internal approval friction stop the change? Options: Frequently, Sometimes, Rarely, Never
      • List the stakeholders required to qualify a new grade or supplier and the typical decision lead times for each (procurement, quality, operations, legal, finance, customer approvals).
      • What is your standard qualification timeline from receiving a sample to full production approval? Options: <2 weeks, 2–4 weeks, 1–3 months, 3–6 months, >6 months
      • Are there recurring gating items that extend qualification (customer-specific tests, plant scheduling, regulatory checks)? If so, which ones most often cause delays? Options: Customer-specific testing/audits, Regulatory compliance (REACH/TSCA), Plant trial scheduling, Third-party lab certification, Internal resource constraints, Other
      • Who would need to be involved from your side to approve a small-scale trial that includes clear pass/fail criteria?

      What Does Reliable Really Look Like For You?

      • If a supplier promised near-perfect reliability, what exact service levels would make you change suppliers today? Options: 99%+ on-time in-full, 98% first-pass quality acceptance, Consistent lead-time variance within +/- 2 days, Guaranteed backup grade availability, Real-time lot traceability and COA access, Other
      • How do you prefer price to be structured relative to reliability: fixed contracts, indexed formula with caps/floors, or spot exposure with guarantees? Options: Fixed-term pricing, Indexed to feedstock/market with cap/floor, Spot with contingency terms, Hybrid (base plus spot), Open to negotiation
      • What minimum and ideal lead times do you plan around today (in days or weeks)?
      • Would you adopt dual-sourcing or regional contingency suppliers if QA and logistics were simplified? Options: Yes — actively pursue, Maybe — with clear protocols, Unlikely, No
      • When price and reliability conflict, how do you prioritize decisions? Options: Always prioritize reliability, Mostly reliability over price, Balance both equally, Mostly price over reliability, Always prioritize lowest price

      Could Small Changes Stop Your Biggest Failures?

      • What operational changes have you delayed that would meaningfully reduce outage risk if implemented (inventory policy, alternate grades, supplier SLAs)?
      • Have you tested alternate grades or minor formulation changes that could run with minimal machine adjustments? Options: Yes — already qualified and used, Yes — trials completed but not in production, Considered but not tested, Not considered
      • Do you have access to regional warehousing or third-party terminals that could be leveraged in an emergency? Options: Company-owned regional warehouses, Third-party terminals/depots, Distribution partners/3PLs, No regional warehousing available
      • How flexible are your receiving windows and storage arrangements for split or early deliveries? Options: Very flexible, Somewhat flexible, Limited flexibility, Not flexible
      • Which short-term mitigations would you prioritize to reduce risk (select up to 3)? Options: Increase safety stock, Trial alternate grades, Pre-approved contingency carriers, Regional consignment stock, Faster QA turnaround, Contractual allocation/priority terms

      What Proof Do You Need to Move Forward?

      • Would a guaranteed first-lot COA plus an on-site trial with agreed KPIs be sufficient to accelerate supplier acceptance? Options: Yes — would accelerate, Maybe — depends on KPI thresholds, No — require longer trials
      • Which lot-level QA metrics are mandatory for your incoming acceptance (select all that apply)? Options: Melt index (MI), Density, Additive content verification, Ash/contaminants, Moisture, Particle size/pellet integrity, Certificate of Analysis + chain-of-custody
      • Which testing methods or laboratories do you rely on or trust for validation (in-house instruments, accredited external labs — please name if applicable)?
      • How many consecutive passing lots or how much production time do you require before granting full approval? Options: 1–2 passing lots, 3–5 passing lots, One week of stable production, One month of stable production, Other
      • Would you require contractual performance remedies tied to per-lot acceptance and delivery performance? Options: Yes, Maybe — depending on terms, No

      Ready For a Pilot — What Would Make It Simple?

      • What's the single biggest barrier that, if removed, would make you run a pilot with a new resin supplier next month?
      • Which pilot model would you find most comfortable to start with? Options: Small paid volume trial with standard terms, Consignment/sample program, Risk-share (refunds for failures), Joint-run plant trial with shared KPIs
      • From signed LOI, what timeline is reasonable to begin a pilot on your line? Options: Within 2 weeks, 2–4 weeks, 1–2 months, Longer than 2 months
      • Who within your organization needs to sign off to start a pilot (names/titles), and what internal approvals typically take the longest?
      • What documentation or assurances would you require upfront to start (select all that apply)? Options: Certificate of Analysis (COA), Safety Data Sheet (SDS), Insurance certificate, Logistics routing and ETA, Defined quality acceptance criteria, Supply contract or LOI, Other

  2. Outcome Discovery

    Define target supply reliability, acceptable price/hedge options, qualification timelines, and measurable success signals.

    Discovery Questions

    Start by Telling Us How You Normally Run

    • How would you summarize your typical annual resin consumption profile and pace? Options: High volume (>50,000 MT/yr), Medium volume (10,000–50,000 MT/yr), Low volume (<10,000 MT/yr), Highly seasonal / varies by product, Prefer not to disclose / other
    • Which resin families and grades are core to your operations today? Options: HDPE, LDPE, LLDPE, PP homopolymer, PP copolymer, PVC, Polystyrene, Other (specify)
    • What is your current target for supply reliability (% of deliveries/on-time) that your operations plan around? Options: 99.9%+, 99.5%–99.9%, 99%–99.5%, 98%–99%, Below 98% / variable
    • Describe any non-negotiable resin specs we must meet (melt index, density, additives, contamination limits).
    • How many days of buffer inventory do you typically hold for these resins? Options: 0–7 days, 8–15 days, 16–30 days, 31–60 days, 60+ days
    • What delivery modes do you use or prefer (choose all that apply)? Options: Rail (hopper/tank car), Bulk truck / pneumatic, LTL bag/box, Pipeline, Vessel / intermodal, Regional terminal pick-up, Other

    What Keeps Your Lines Awake at 2 AM?

    • When a delivery misses or a lot lands out of spec, how does that actually ripple across your plant, people, and P&L?
    • How often have you experienced a supply disruption significant enough to force line slowdowns or changeovers in the last 12 months? Options: Multiple times, Once or twice, Rarely, Never / no recent issues
    • Which root causes have most commonly driven those disruptions? Options: Producer production outage, Logistics carrier failure, Port/terminal congestion, Quality out-of-spec, Documentation/COA delays, Force majeure (weather/geopolitical), Other
    • How do these disruptions make your team feel or behave—do they prompt rushed qualification, overtime, or conservative safety stock builds? Options: Rushed qualification & testing, Increased overtime / emergency labor, Larger safety stocks, Short-term product reformulations, Escalation to senior ops/procurement, Other
    • Tell us about the last incident that really stuck with you—what happened and why did it matter?
    • What contingency steps are already in place when supply tightens (e.g., alternate grades, emergency freight, tolling)? Options: Alternate grade substitution, Emergency freight chartering, Third-party inventory at terminals, Tolling/contract manufacturing, Customer schedule changes, No formal contingency

    If Price Weren’t a Puzzle, What Would You Choose?

    • Would your ideal commercial arrangement prioritize price predictability, upside market participation, or maximum flexibility — and why?
    • Which pricing mechanisms are acceptable to you today? Options: Fixed contract price, Index-linked (monthly published index), Index with collar / cap & floor, Spot purchases only, Blended contract + spot, Pass-through feedstock-linked formula, Other
    • What level of price volatility can your margin model absorb before procurement must intervene? Options: Very low (±1–2%), Moderate (±3–5%), High (±6–10%), Very high / opportunistic
    • Do you currently hedge resin exposure (or upstream feedstock) and what instruments do you use? Options: No hedging, Forward contracts with suppliers, Financial hedges / swaps, Inventory-based hedging, Combination of the above, Other
    • How do you benchmark a 'competitive' price—industry indices, spot desks, incumbent supplier rate card, or internal target? Options: Published indices (ICIS/Platts), Spot market evidence, Incumbent supplier pricing, Internal cost-plus target, Other
    • Describe a past pricing approach that felt fair and usable for your team—and one that didn’t.

    Race to Qualification: How Fast Could You Move?

    • If a new grade met your specs immediately, how quickly could you scale it from trial to production? Options: Immediate (≤2 weeks), Short (2–6 weeks), Medium (6–12 weeks), Long (3–6 months), Very long (>6 months)
    • What minimum trial lot sizes and testing batches do you require to validate a grade? Options: Small lab batches only, Pilot lots (100–500kg), Short production run (1–5 MT), Full production lot, Depends on product/application
    • Which tests, metrics, or approvals are gating for qualification (select all that apply)? Options: Melt index / MFR, Density, Additive profile / masterbatch compatibility, Contamination / gel counts, Mechanical property tests (tensile, impact), Process trials (extrusion, molding), Regulatory / food contact certification
    • Who in your organization must sign off on a new grade (roles), and how involved are they in day-to-day trials? Options: Procurement, Quality / Lab, Operations / Plant Manager, R&D / Technical, Regulatory / Compliance, Supply Chain / Logistics
    • What are the most common internal blockers that slow down qualification? Options: Limited lab capacity, Lengthy approval gates, Limited trial windows on production lines, Regulatory paperwork, Stakeholder misalignment, Other
    • Describe your ideal pilot—duration, data collected, acceptance thresholds, and what success looks like.

    What Would Make You Stop Worrying About Supply?

    • Which single operational metric would most quickly convince you a supplier is reliably meeting your needs? Options: On-time delivery %, COA conformity %, First-pass production yield, Lead-time certainty (days), Quality deviation frequency, Inventory days reduction
    • Select the top three performance signals you want visible in regular reports. Options: On-time delivery %, LOT-level COA variance, Transit time variability, First-pass yield, Escalation response time, Fill rates / order completeness, Inventory position at regional terminals
    • How frequently do you want operational performance updates for a key supplier? Options: Daily, Weekly, Biweekly, Monthly, Quarterly
    • What alerting and communication channels do you prefer for exceptions (pick any)? Options: Email + daily summary, SMS/phone alerts for critical issues, Shared dashboard access, Weekly review calls, ERP / EDI exception messages, Other
    • If an SLA is missed, what escalation steps or remedies would be meaningful to you?

    Where Are You Willing to Bend — and Where You Absolutely Won’t?

    • If securing reliable supply required a trade-off, which would you accept: a modest price premium, longer lead times, higher minimums, or reduced grade choice? Options: Modest price premium, Longer lead time certainty, Higher minimum order commitments, Temporary grade flexibility / substitutions, Enhanced warehousing / consignment, None of the above
    • What minimum order commitments or contract volumes would you be comfortable with to receive priority supply? Options: No minimums, Small MOQs (≤10 MT), Moderate MOQs (10–50 MT), Large MOQs (>50 MT), Open to discussing seasonal commitments
    • Are you open to receiving adjacent or alternate grades temporarily if they meet critical specs? Options: Yes, with lab approval, Yes, with a pilot run first, No — must be exact grade, Maybe — case by case
    • Would you consider supplier-operated regional inventory / consignment to decrease risk? Options: Yes, preferred, Maybe, depends on terms, No
    • List any absolute non-negotiables we should be aware of (e.g., food-contact certification, colorant restrictions, maximum contamination).

    Who's Signing Off — and What's the Clock?

    • If we proposed a commercial and operational plan that hit your targets, who must sign to move forward and in what order? Options: Procurement (final approval), Quality / Technical (qualification sign-off), Operations / Plant Manager (acceptance), Legal / Contracts, Finance, Commercial / Sales
    • What is your realistic internal decision timeline from proposal to signed agreement? Options: Immediate (≤2 weeks), Short (2–6 weeks), Medium (6–12 weeks), Long (3+ months)
    • What are the most likely blockers in your approval process (select all that apply)? Options: Legal / contract negotiation, Budget approval, Technical qualification, Logistics / terminal readiness, Executive alignment, Other
    • Who should we engage early to accelerate decisions (name roles or teams)?
    • What decision criteria must be explicitly satisfied before procurement will sign a longer-term commitment? Options: Supply reliability KPIs, Price mechanism clarity, Qualification success data, Logistics capacity proof, Contractual SLAs & remedies, Other

    If We Start Small, How Do We Prove Success?

    • What's the smallest pilot that, if successful, would justify scaling to a multi-month or multi-year relationship?
    • How long should a pilot run to be meaningful for you? Options: Days (very small test), 2–4 weeks, 1–3 months, 3–6 months, Depends on application
    • Which acceptance criteria would you require to call the pilot a success (choose up to 4)? Options: COA conformity, On-time delivery, Process stability (melt index within spec), First-pass yield, No customer complaints, Consistent color/additives, Cost per kg vs benchmark
    • What data and evidence do you need from us during a pilot to make a confident go/no-go decision? Options: LOT-level COAs, Delivery timeline logs, Lab trial results, In-process run charts, Customer feedback reports, All of the above
    • If the pilot succeeds, what are the next three actions you’d expect from a supplier to formalize the expanded relationship? Options: Commercial proposal / term sheet, Contract draft with SLAs, Scaled delivery & logistics plan, Joint operational review cadence, Regional inventory placement

  3. Solution Experience

    Translate how our feedstock advantages, grade portfolio, and logistics options meet the customer’s production and quality needs in realistic scenarios.

    Experience Meetings

    • Solution Experience Kickoff
    • Feedstock Advantage & Pricing Workshop
    • Grade Matching & Process Simulation
    • Logistics Options & Supply Reliability Session
    • Validation Criteria & Go/No-Go Decision
    • Seller to provide lead-time distribution curves and on-time delivery % by mode for the customer's region.
    • Seller to send candidate grade COAs and historical line-performance summaries for review.
    • Customer QA to provide baseline test methods, acceptance tolerances, and pilot-run windows.
    • Schedule and book pilot-run dates at customer's facility or agreed test lab.
    • Seller to prepare shipment plan for sample lots including packaging and COA transfer process.
    • Customer Inbound Constraints & Storage Review
    • Select one primary and one contingency delivery mode with agreed lead times and reliability targets.
    • Agree on terminal/warehouse locations, responsibilities for COA/inspection, and SLA escalation steps.
    • Define safety-stock or allocation rules to protect production during tightening events.
    • Deliver a logistics SOP draft for customer review.
    • Introductions & Objectives
    • Customer to confirm inbound constraints, preferred terminals and storage capacities.
    • Seller to draft logistics SOP including COA transfer and inspection protocol.
    • Both parties to identify owners for daily scheduling and escalation.
    • Recap Agreed Future State & Evidence
    • Sign off on a clear, measurable acceptance checklist tied to the future-state outcome.
    • Lock the qualification timeline and assign gate-keepers/approvers.
    • Schedule the first-lot pilot and the follow-up validation review meeting.
    • Ensure both sides understand escalation steps if acceptance criteria fail.
    • Seller finalizes and circulates the validation checklist and pilot shipment plan.
    • Customer QA and Operations confirm gate approvers and signoff thresholds.
    • Both parties schedule the first-lot validation review and reserve pilot-run capacity.
    • Seller to prepare COA transfer and inspection paperwork for the first-lot shipment.
    • Produce a single-sentence current state that all parties agree is accurate.
    • Agree quantified consequences ($/ton, hours lost, % scrap) to establish urgency.
    • Define a one-sentence future-state outcome that will guide the experience.
    • List required evidence (COAs, pilot metrics, delivery KPIs) needed to prove the future state.
    • Assign owners and schedule the follow-on workshops.
    • Seller drafts the one-sentence current state and circulating it for customer sign-off.
    • Customer provides recent production volumes, scrap/downtime data, and current COAs for baseline.
    • Seller to prepare an evidence map listing required COAs, pilot tests and KPIs.
    • Schedule Feedstock Advantage Workshop and Grade Matching session.
    • Recap Current State & Consequence
    • Demonstrate a clear $/ton advantage from feedstock under customer-specific volumes.
    • Agree which pricing mechanisms sufficiently lower customer's financial consequence.
    • Select scenarios to use in the Solution Scope and pilot validation.
    • Confirm required inputs (historical prices, budget targets) for a finalized model.
    • Seller to deliver the feedstock-to-resin cost workbook populated with customer volumes.
    • Customer to confirm acceptable price-risk thresholds and preferred index mechanisms.
    • Seller to produce scenario one-pagers showing P&L impact for the Solution Scope team.
    • Schedule follow-up to incorporate chosen pricing mechanism into contract draft.
    • Review Current Resin Specs & Failure Modes
    • Produce a ranked list of candidate grades with explicit fit reasons for each process parameter.
    • Agree a lab/pilot test protocol with measurable acceptance criteria tied to the future state.
    • Confirm sample volumes, shipment timeline and QA owners for qualification.
    • Identify any gaps requiring formulation or additive adjustments and how they'll be addressed.
    • Review Qualification & Acceptance Checklist
    • Grade Fit Mapping
    • Current State — one sentence
    • Delivery Modes & Lead-Time Profiles
    • Feedstock Cost-to-Finished Resin Model
    • Lab & Pilot Test Plan
    • Reliability Scenarios & Contingency Plans
    • Timeline, Roles & Signoffs
    • Consequence Quantification
    • Sensitivity & Scenario Analysis
    • First-Lot Schedule & Pilot Review Meeting
    • Future State — one sentence
    • Operational Responsibilities & SLA Mapping
    • Pricing & Hedge Options

  4. Solution Scope

    Specify grades, lot-level QA requirements, delivery modes, warehousing, lead times, and responsibilities for qualification and supply.

    Scope Configuration

    • Produce and deliver HDPE resin pellets
    • Produce and deliver LDPE/LLDPE resin pellets
    • Produce and deliver polypropylene resin pellets
    • Produce and deliver PVC and polystyrene resins
    • Manufacture and supply compounded resin with additives
    • Pack resin in 25 kg bags and palletize
    • Load and ship bulk resin via rail hopper cars
    • Ship resin by ocean vessel (container or breakbulk)
    • Deliver resin via pipeline to customer terminal
    • Provide Certificate of Analysis for each lot
    • Provide Safety Data Sheet (SDS) with shipments
    • Store resin inventory at regional distribution terminals

    Scope Questions

    Produce and deliver HDPE resin pellets

    • Which HDPE application grades do you require (select all that apply)? Options: Film (blown/cast), Injection molding, Blow molding, Pipe/pressure, Extrusion coating, Other (specify)
    • What is your target annual and monthly HDPE volume (tons)? Options: Less than 50 MT/month, 50-200 MT/month, 200-1,000 MT/month, 1,000+ MT/month
    • Please specify the critical HDPE specifications we must meet (melt index range, density range, additive limits).
    • Do you require pre-blended masterbatch or additive packages integrated at manufacture? Options: Yes, masterbatch blended, Yes, pre-dosed additive package only, No, raw resin only
    • Preferred delivery modes for HDPE (choose all that are acceptable)? Options: Bulk truck, Rail hopper car, Container (20/40ft), Breakbulk vessel, Pipeline to terminal
    • What lead time and lot-size expectations do you have for qualification and recurring shipments (e.g., weeks per lot, min lot tonnage)?

    Produce and deliver LDPE/LLDPE resin pellets

    • Which LDPE/LLDPE grades are required (film, extrusion, lamination, foam, other)? Options: Film (blown/cast), Extrusion, Lamination/adhesive, Foam, Rotomolding, Other
    • Expected monthly and annual volume for LDPE/LLDPE (tons)? Options: Less than 50 MT/month, 50-200 MT/month, 200-1,000 MT/month, 1,000+ MT/month
    • Specify the tightest tolerances you need for melt index and density, and any allowable variance.
    • Do you require UV stabilizers, slip/antiblock, or other additives incorporated by the producer? Options: Yes, specific additives (please specify), No, we add on-site, Open to either
    • Preferred packaging and unitization for LDPE/LLDPE shipments? Options: 25 kg bags on pallets, Bulk truck, Rail hopper, Containers (bagged), Loose bulk in vessel
    • Are there receiving constraints at your facility (max truck size, offload hours, rail spur access)?

    Produce and deliver polypropylene resin pellets

    • Which polypropylene product types do you need (homo PP, random copolymer, block copolymer, impact grades)? Options: Homo PP, Random copolymer, Block copolymer, Impact-modified grades, Fibers/filament grades, Other
    • What are your required property ranges (melt flow rate, % crystallinity, impact) and acceptable lot variance?
    • Volume profile for PP (seasonal peaks, recurring monthly average, first-lot quantity)? Options: Low (<50 MT/month), Medium (50-500 MT/month), High (>500 MT/month)
    • Do you require nucleated or clarified grades, or specific additive packages included at manufacture? Options: Nucleated, Clarified, Additive package required, None required
    • Which qualification steps and timelines do you expect for new PP grades (lab trials, pilot run, production qualification)?
    • Preferred shipment frequency and minimum lot size for PP (tons per shipment)? Options: Weekly, Biweekly, Monthly, As-needed/custom

    Produce and deliver PVC and polystyrene resins

    • Specify which resin(s) and application(s) you need: rigid PVC, flexible PVC, GPPS, HIPS, or specialty PS. Options: Rigid PVC (pipe/profile), Flexible PVC (compounds), GPPS, HIPS, Specialty polystyrene
    • What processing and quality specs must be met (K-value, molecular weight distribution, impact strength targets)?
    • Do you require formulations with plasticizers, stabilizers, or clarifiers pre-compounded? Options: Yes, fully compounded, Partial (base resin + stabilizer), No, raw resin only
    • Are there regulatory or food-contact approvals required for these resins in your end use markets? Options: Yes - food contact, Yes - medical/pharma, No special approvals, Other/regional
    • Preferred packaging and transport mode for PVC/PS shipments? Options: 25 kg bags/pallet, Bulk truck, ISO containers, Rail hopper, Breakbulk vessel
    • What are your expected qualification timeline and acceptance test requirements for first-lot PVC/PS?

    Manufacture and supply compounded resin with additives

    • Do you require commercially compounded batches or custom compounding for your formulations? Options: Commercial, catalog formulations, Custom compounding (spec provided), Both options
    • Please describe required additive types and target loadings (antioxidants, UV, flame retardants, color masterbatches).
    • What batch size and tolerance do you need for compounded resin (kg per batch, % variation)? Options: Small batches (<1 MT), Medium (1-10 MT), Large (>10 MT)
    • Are there regulatory, REACH, ROHS or food-contact restrictions on additives we must observe? Options: Yes - list requirements, No special restrictions, Region-specific restrictions
    • Do you need documentation of additive identity/concentration on COA and SDS? Options: Yes, full disclosure, Yes, limited disclosure, No, standard COA only
    • Would you like shelf-life assurance, and what storage conditions must compounded products meet? Options: Standard (ambient), Controlled humidity, Temperature-controlled, Specify separately

    Pack resin in 25 kg bags and palletize

    • Do you require 25 kg bag packing as standard or do you need alternate bag sizes? Options: 25 kg standard, Other bag sizes (specify), Both options
    • What pallet configuration and max pallet weight do you accept (bags per pallet, pallet type)? Options: Euro pallets, US standard pallets, Plastic pallets, Custom/other
    • Are specific labeling, artwork, barcodes, or batch labeling formats required on bags and pallets? Options: Yes - upload/specify, No - standard producer format, Partially (some fields)
    • Do you require moisture/vapor protection (liner, shrink-wrap) or fumigation certificates for packaged pallets? Options: Liner + shrink-wrap, Shrink-wrap only, Fumigation required, No special protection
    • Do you need consolidation, repalletization, or bespoke packaging services at distribution terminals? Options: Yes - consolidation, Yes - repalletization, No
    • Who will assume responsibility for damage claims and inspection at pallet handover (seller, carrier, buyer)? Options: Seller (FOB origin), Carrier, Buyer (FOB destination), Custom agreement

    Load and ship bulk resin via rail hopper cars

    • Do you have rail access at your receiving site (on-site spur, transload terminal, none)? Options: On-site rail spur, Regional transload terminal, No rail access
    • What is the preferred railcar type and unloading method (gravity unload, pneumatic unloading, rotary car dumper)? Options: Gravity unload, Pneumatic unload, Rotary dumper, Other
    • Specify expected tons per railcar and acceptable min/max tons per shipment.
    • Are there cleaning or prior-commodity restrictions for railcars (require blank car, dedicated car, cleaning certificate)? Options: Dedicated/clean car required, Cleaning certificate required, No special requirement
    • What demurrage, storage, or railcar return SLA expectations do you require?
    • Do you require carrier selection, rail scheduling, and ETA notifications managed by the seller? Options: Yes, full carrier management, Partial (coordination only), No, buyer will manage

    Ship resin by ocean vessel (container or breakbulk)

    • Will shipments be containerized (bagged) or bulk/breakbulk for ocean transport? Options: Containerized (20/40ft), Breakbulk/bulk bulk vessel, Both depending on order
    • Which incoterms will govern ocean shipments (FOB, CIF, EXW, DAP, DDP)? Options: FOB, CIF, EXW, DAP, DDP, Other
    • Are there special moisture, desiccant, or segregation needs for sea transit (humidity control, liners)? Options: Yes - humidity control/liners, Desiccant only, No special requirements
    • What documentation and customs requirements must accompany ocean shipments (commercial invoice, packing list, COA, fumigation, origin certificates)?
    • Do you require container stuffing/unstuffing, on-dock warehousing, or inland delivery coordination by the seller? Options: Full door-to-door, Port-to-port only, Seller handles stuffing only, Buyer handles local delivery
    • What transit times and acceptable variability do you need for ocean legs, and are expedited ocean options required? Options: Standard transit, Expedited service required, Flexible depending on market

    Deliver resin via pipeline to customer terminal

    • Is a pipeline interface physically available at your terminal, and what are the technical connection specifications? Options: Yes - specs available, No - requires terminal upgrade, Unsure, need assessment
    • Will pipeline deliveries be batch-transferred or continuous, and what batch sizes are required? Options: Batch transfer, Continuous / ongoing feed, Both possible
    • Are there contamination-prevention requirements (dedicated line, flushing/pigging, compatibility screening)? Options: Dedicated line required, Cleaning/pigging between batches, Standard compatibility checks
    • What metering, sampling and custody-transfer documentation does your terminal require (flow meters, weight tickets, sample points)?
    • Do you require seller-managed scheduling, line-pigging, and on-site technicians during first transfers? Options: Yes - full support, Technical support only, No, buyer will manage
    • What lead time and window constraints apply for pipeline windows and terminal take-off capacity?

    Provide Certificate of Analysis for each lot

    • Which analytical parameters must appear on every COA (melt index, density, ash, additives, contaminants)? Options: Melt index, Density, Additive concentration, Contaminant limits, Other (specify)
    • What COA format and delivery method do you require (PDF, XML/EDI, API, paper)? Options: PDF (email), XML/EDI, API integration, Paper copy
    • What is acceptable COA turnaround relative to shipment (on dispatch, within 24 hours, upon request)? Options: On dispatch, Within 24 hours, Within 3 business days, Upon request
    • Do you require third-party or accredited-lab verification for COA results? Options: Yes, 3rd party required, Occasional 3rd party, No, producer COA acceptable
    • Do you need COA traceability to raw material lots and processing batch records? Options: Yes - full traceability, Partial (key data), No traceability required
    • How long should physical samples and lab records be retained and who will store them (seller, buyer, third party)? Options: Seller retains 6-12 months, Buyer retains, Third party storage, Specify custom term

  5. Mutual Commit

    Finalize commercial structure, contract clauses for force majeure, price mechanisms, minimums, and operational SLAs.

    Agreement Modules

    • Master Supply Agreement
    • Statement of Work (SOW)
    • Price Mechanism & Hedging Annex
    • Minimum Purchase & Volume Commitment
    • Quality, Testing & Acceptance Criteria
    • Operational Service Level Agreement (SLA)
    • Delivery & Logistics Terms (Incoterms & Routing)
    • Force Majeure & Risk Allocation
    • Qualification & Trial Lot Agreement
    • Change Order & Product Substitution Process
    • Payment, Credit & Billing Terms
    • Insurance, Indemnity & Liability Limits
    • Regulatory Compliance & SDS Addendum
    • Confidentiality & Data Protection
    • Dispute Resolution & Governing Law
    • Implementation & Mobilization Plan
    • Termination & Exit Management
    • Contract Signature & Execution Checklist

  6. Deployment

    Operationalize rollout with readiness checks, enablement, and outcome validation.

    1. Pre-Deployment Readiness

      Confirm logistics routing, terminal readiness, inspection and COA transfer processes, and internal owners for execution.

      Readiness Questions

      Getting Comfortable Together

      • Who will be our primary contact(s) for deployment coordination and day‑to‑day logistics? Options: Procurement contact, Quality/QA contact, Operations/Plant contact, Logistics/Transportation contact, Distribution/Terminal manager, Third‑party logistics (3PL) rep, Other (please name)
      • Which facility (plant name + full ship‑to address) should receive the initial shipments?
      • What are your receiving windows and any blackout periods we must avoid (days of week, hours, seasonal closures)? Options: Mon–Fri business hours, Extended shifts (24/7), Weekends allowed with notice, Only specific shift windows (specify), Seasonal shutdown windows
      • Do you already have preferred terminals or contracted regional distribution points you'd like us to use? Options: Yes — provide terminal names, No — open to supplier recommendations, We have a contracted terminal list (will share soon)
      • Tell us about on‑site receiving capabilities we should plan for (e.g., rail spur, hopper unloading, bulk truck scale, warehouse capacity, forklift/pinch‑bar availability).

      What Could Break This Plan?

      • If we ship to you exactly as specified, what single problem keeps you up at night about the first delivery? Options: Quality variance (melt index/density), Contamination/foreign material, Late delivery/short lead time, Terminal handling/acceptance refusal, Paperwork/COA mismatch, Other (please explain)
      • Which past supplier delivery issues have had the biggest operational impact for you (describe specific incidents or failure modes)?
      • How often do supplier deliveries cause unplanned line adjustments or downtime at your sites? Options: Almost always, Often, Occasionally, Rarely, Never
      • When a supplier's lot failed to meet spec before, what steps did you take and who made the call to continue or stop production?
      • What emotional or business consequences (e.g., customer escalations, line speed cuts, scrap) do those failures typically create for your team?

      Are Your Terminals Really Ready?

      • If a terminal says it’s 'ready,' what hidden gaps do you usually find later that make that readiness a lie? Options: Insufficient quarantine space, Lack of certified inspection area, No temperature/humidity controls, Limited unloading slots, Inaccurate inventory system
      • What terminal certifications, inspection access rules, or ISPs (inspection service providers) must we respect before shipment? Options: Terminal requires prior approval, Specific third‑party inspection provider required, No external inspectors allowed, Certificate of insurance required, Other (please specify)
      • How do you prefer receipt and COA delivery to flow from terminal to you (choose all that apply)? Options: Email PDF, EDI 856/827, API/portal upload, FTP/SFTP, Hard copy with shipment, Other
      • What terminal handling rules would cause you to reject a shipment on arrival (e.g., cross‑contamination risk, packaging damage, off‑spec temperature)?
      • Describe your standard quarantine and release process at the terminal if a lot is suspected non‑conforming (steps, timelines, who signs off).

      How Will First‑Lot Trust Be Built?

      • What would make you immediately confident about a supplier’s first lot—what proof seals the deal for you? Options: Full COA with historical batch data, Independent third‑party lab confirmation, In‑plant trial results, Split samples with customer lab, Conditional release with holdback quantity
      • Which specific tests and methods are mandatory for first‑lot acceptance (e.g., melt index ASTM D1238, density ASTM D792, additive assay, contamination screens)? Options: Melt index (please state method), Density (please state method), Additive content analysis, Contamination/metal detection, Moisture content, Other (specify)
      • What numeric tolerances do you require for critical attributes on the first lot (e.g., ±% for melt index, density in g/cm³)?
      • How long do you retain samples and who performs retention testing if an out‑of‑spec claim arises? Options: Supplier lab retention, Customer lab retention, Third‑party lab retention, Retention period: 30/90/180/other days
      • If the first lot flags a minor deviation, what escalation path and timeline would you expect (acceptance with corrective action, rework, rejection)? Options: Immediate rejection, Conditional acceptance with corrective plan, Sample for retest within X days, Stop production until resolution, Escalate to procurement/commercial committee

      Who Owns What When The Trucks Roll?

      • Which responsibilities must remain with you vs. the supplier for on‑site delivery events (unloading, inspection, damage claims, container cleaning)? Options: Buyer handles unloading, Supplier arranges unloading, Terminal/3PL handles unloading, Buyer inspects upon arrival, Supplier provides inspection report
      • Which incoterms or billing triggers do you require for deployed lots (e.g., Delivered At Place, DAP; Delivered Duty Paid, DDP; EXW)? Options: EXW, FOB, CIF, DAP, DDP, Other
      • What documentation must travel with the shipment and who must sign/retain the bill of lading, COA, and chain‑of‑custody?
      • What insurance certificates or limits are required before carriers enter your site (general liability, pollution/offloading insurance)? Options: Certificate of Insurance required, Minimum limits required (specify), Supplier/Carrier must be named additionally insured, No special insurance required
      • How are demurrage, detention, or unloading delays typically handled between you and suppliers? Please state any caps or standard rates we should assume.

      Timing, Routing, and Carriers — What's Non‑Negotiable?

      • If a carrier choice could make or break a delivery, which routing or carrier constraints are non‑negotiable for you? Options: Use of contracted carrier(s) only, No single‑car‑multi‑stop loads, Preferred rail vs. truck, Avoid specific carriers (list), Cargo tracking required
      • What is your acceptable transit time window for initial and recurring deliveries (days from plant to dock)? Options: <24 hours, 1–3 days, 4–7 days, 8–14 days, Flexible/depends on lanes
      • Do you require visibility and live tracking for shipments and, if so, which platform or data format do you prefer? Options: Carrier portal, EDI shipment status, Supplier portal/API, Email updates only, Other
      • Are there geographic or regulatory restrictions for certain routes (e.g., pipeline access, port embargoes, constrained rail corridors) we must avoid?
      • What lead‑time calendar do you need for scheduling deliveries and assigning carriers (minimum lead days for firm booking)? Options: Same day, 1–2 days, 3–5 days, 1–2 weeks, Longer — specify

      If Things Go Sideways, Who Do We Call?

      • When an urgent quality or delivery issue arises, which roles on your team must be involved immediately? Options: Plant manager, Quality/QA lead, Procurement lead, Logistics manager, Customer service/Account rep, Legal/Compliance
      • What target SLA do you expect for supplier response windows on critical issues (initial acknowledgement, corrective plan, resolution)? Options: 1 hour ack / 4 hours plan, 4 hours ack / 24 hours plan, 24 hours ack / 72 hours plan, Other (please specify)
      • Which escalation channels do you prefer for fast resolution (phone, text, dedicated Slack/MS Teams channel, email, customer portal)? Options: Phone (24/7), Text/SMS, Dedicated chat channel (Slack/Teams), Email, Portal ticketing system
      • Who on your side has the authority to approve conditional releases, partial deliveries, or emergency makes‑good, and how should we document that authorization?
      • Beyond immediate response, how would you like post‑incident learning and prevention to be handled (root‑cause report, joint review, preventive action plan)? Options: Formal root‑cause report with actions, Quarterly joint review, Supplier corrective‑action plan, Informal debrief only, Other

    2. Deployment Enablement

      Schedule deliveries, assign carriers, coordinate quality sampling, and align customer receiving windows and warehousing.

    3. Validation Checklist

      Verify first-lot COAs, in-process performance (melt index, density), and confirm acceptance criteria and escalation steps.

      Validation Questions

      Getting on the Same Page — a 60‑second check‑in

      • Briefly, which resin grades are you actively sourcing today and what are your average monthly volumes by grade?
      • Which of these best describes your procurement rhythm for resin? Options: Weekly replenishment, Monthly PO cycles, Quarterly planning, Ad hoc / spot-driven, Mixture of the above
      • Who at your company typically leads grade qualification decisions? (select all that apply) Options: Procurement / Buyer, Quality / Lab, Operations / Plant Manager, R&D / Technical, Supply Chain / Planner, Other
      • What’s the single biggest thing you want us to understand about your current supply challenge?
      • What is your current qualification status with our products (if applicable)? Options: No engagement yet, Sampling only, Qualification in progress, Qualified — limited volumes, Qualified — approved supplier, Other

      If Supply Let You Sleep at Night, What Would Change?

      • Imagine your lines never stopped for resin issues — what would that allow your team to do differently in the next quarter?
      • How often do unexpected resin shortages, substitutions, or quality failures currently disrupt your production? Options: Multiple times a month, Monthly, Quarterly, Rarely, Never
      • Tell us about the last disruption that forced a production change: what happened, how long it lasted, and the business impact (scrap, late shipments, cost)?
      • When supply tightness hits, which of these outcomes matter most to you? (pick top priorities) Options: Avoiding downtime, Maintaining exact specs, Minimizing premium spot spend, Securing minimum volumes, Speed of replacement delivery, Transparent communication
      • What contingency playbooks do you have today (e.g., dual‑sourcing, safety stock, grade adjustments) and how often are they executed?

      What Price Moves Would Make You Reach for the Contract?

      • When market prices swing, how much volatility makes you shift buying strategy or renegotiate terms? Options: >20% move, 10–20% move, 5–10% move, Any move triggers review, We don't react to short swings
      • Which commercial structures have you used or are open to for balancing price vs certainty? (select all that apply) Options: Fixed‑price contract, Index‑linked formula, Floor/cap (collar), Hedging program, Spot purchases only, Consignment/stock, Other
      • If we proposed a hedging or price‑protection program, what specific terms would make it practical for you (cost of hedge, transparency, settlement frequency)?
      • How do you quantify the trade‑off between price certainty and operational flexibility (e.g., cost per outage avoided, target premium for reliability)?
      • Internally, which functions prioritize price versus reliability when evaluating supplier offers? Options: Procurement (price), Operations (reliability), Quality (specs), Finance (total cost), Executive / Strategy

      The Clock’s Ticking — How Fast Do You Need Us?

      • If qualification delays cost you a measurable percent of planned output, what is an acceptable end‑to‑end timeline to qualify a new grade? Options: Immediate (days), 2–4 weeks, 1–3 months, 3–6 months, Longer than 6 months
      • Walk us through your internal qualification steps (lab tests, trial runs, signoffs) and the typical duration at each milestone.
      • Which lab and process tests are mandatory before you accept a production lot? (select all that apply) Options: Melt index (MI), Density, Additive/content verification, Contamination/foreign matter, Moisture, Mechanical property testing, COA review only
      • Who must sign off at each qualification milestone and what SLAs do they operate under for approvals?
      • Under what conditions would you accept a temporary or trial lot without full qualification (e.g., run‑in sample accepted, limited volume under hold)? Options: Never, Only lab‑verified samples, Limited volumes with QA holdback, With contractual protections (penalties), Other

      Specs That Can’t Bend — Where Tolerances Become Risky

      • Which single resin parameter deviating from spec would immediately stop your process? Options: Melt index, Density, Additive concentration, Foreign contamination, Moisture content, Other
      • For your top three critical specs, what are the exact acceptance ranges or tolerance bands you require?
      • How do small shifts in melt index or density typically translate into operational pain for you (e.g., scrap %, downtime minutes, increased operator interventions)?
      • How sensitive is your downstream process to batch‑to‑batch variability? Options: Very sensitive — minimal variance allowed, Moderately sensitive — some tuning possible, Low sensitivity — process adapts easily, Not sensitive
      • Which acceptance tests do you require on arrival versus relying on supplier COAs (select all that apply)? Options: We accept COA only, In‑plant quick test (MI/density), Third‑party lab confirmation, Sample run on line, Visual/packaging inspection

      Who’ll Raise the Flag — Decision Paths Under Stress

      • In a supply emergency, who in your organization has authority to approve short‑term remedial actions and how quickly must they decide?
      • Which teams must be engaged for a non‑standard lot: procurement, quality, operations, legal, finance, or others? (select all that apply) Options: Procurement, Quality, Operations, R&D/Technical, Legal, Finance, Executive sponsor
      • How do you prefer supplier escalations to occur when there’s a quality or delivery issue? Options: Phone call to plant lead, Urgent email chain, Dedicated shared channel (Slack/Teams), Ticketing system, Scheduled cross‑functional huddle
      • Do you have existing decision rules or playbooks for accepting off‑spec lots (e.g., accept with discount, reject, test run only)? Please describe.
      • How do you allocate commercial and operational risk when shortages occur (penalties, price pass‑throughs, shared inventory)?

      What Success Looks Like — Measurable Signals We’ll Own Together

      • If we delivered perfectly for six months, what three concrete metrics would you point to as evidence of success?
      • Which KPIs should we track together to prove ongoing performance? (select up to five) Options: On‑time fill rate, First‑lot acceptance rate, Variance in melt index, On‑spec delivery %, Average lead time, Emergency fill response time, Number of quality incidents
      • What SLA thresholds would you consider meaningful (e.g., target on‑time %, allowable ppm deviations)? Options: On‑time ≥ 98%, On‑time 95–98%, Acceptable deviation ±2% MI/density, Acceptable deviation ±5% MI/density, Other (specify)
      • How often would you like performance reviews and in what format (scorecard, dashboard, meeting)? Options: Weekly operational check‑in, Biweekly review, Monthly scorecard + call, Quarterly business review, Dashboard access only
      • Who will be the ongoing point(s) of contact on your side for performance reviews and rapid escalations?

      Small Commitments That Unlock Big Confidence

      • What single commitment from us next week would most increase your confidence that we can meet your needs?
      • Would you be open to a pilot or trial volume under a short‑term agreement to validate performance? Options: Yes, Maybe — need terms, No
      • Which pilot structure would accelerate qualification fastest for you? Options: On‑site sample runs, Delivered trial lots with QA holdback, Virtual simulation + lab samples, Co‑funded trial run
      • If we ran a pilot, what would be the decisive success criteria you’d use to give us longer‑term business?
      • What are the main obstacles on your side to running a pilot in the next 4–8 weeks and how can we help remove them?

  7. Success

    Review supply performance against SLAs, capture learnings, and maintain a shared channel for issues and enhancement requests.

    Success Reviews

    • Monthly Supply Performance Review
    • SLA Exceptions & Root Cause Review
    • Customer Feedback & Escalation Sync
    • Continuous Improvement & Enhancements Workshop
    • Quarterly Strategic Supply Review

    Issues & Enhancements

    • Agree on customer participation and feedback loops for pilot validation.
    • Schedule verification tests and capture evidence required for formal closure.
    • Introductions & Purpose
    • Ensure customer issues are fully understood and prioritized based on operational impact.
    • Agree clear escalation paths, response SLAs, and owners for each prioritized item.
    • Confirm the shared channel workflow and contact list for rapid issue handling.
    • Capture enhancement requests and get customer alignment on timelines and expectations.
    • Record prioritized issue list in the shared channel and assign owners with response SLAs.
    • Customer success lead to update channel permissions and notification settings within 48 hours.
    • Ops owner to schedule any required on-site tests or acceptance runs and share timelines.
    • Commercial to draft remediation/compensation proposals where applicable and share by agreed date.
    • Context & Inputs
    • Select the top 2–4 improvement pilots that will materially reduce SLA risk or improve customer outcomes.
    • Define measurable success criteria and timelines for each pilot.
    • Assign owners and required resources and document the implementation roadmap.
    • Welcome & Objectives
    • Draft pilot charters (scope, metrics, owners, timeline) for the selected initiatives within 7 business days.
    • Allocate required resources and confirm budget/approval with department leads.
    • Set up success-metric tracking in the shared channel and schedule pilot checkpoints.
    • Prepare customer-facing pilot brief and sign-off request where customer involvement is required.
    • Executive Summary
    • Provide leadership with a clear view of SLA performance vs market risk to enable strategic decisions.
    • Approve any contract or commercial adjustments needed to mitigate risk or improve service levels.
    • Authorize capacity or investment decisions tied to reducing future SLA breaches.
    • Commit to a prioritized quarterly roadmap with accountable owners.
    • Update the master supply plan and capacity allocation based on decisions made.
    • Legal/commercial to draft any approved contract amendments and present for signature.
    • Finance to confirm budget approvals for remediation or contingency investments.
    • Publish the quarterly roadmap and owner commitments to the shared channel and schedule mid-quarter check-ins.
    • Ensure transparent measurement of SLA adherence and distribute a single source of truth for performance metrics.
    • Validate the effectiveness of corrective actions taken since the last review.
    • Assign owners and deadlines for remaining open issues to drive closure by next review.
    • Keep customers informed and aligned on status and next steps.
    • Publish the KPI dashboard and COA packet to the shared channel within 24 hours after the meeting.
    • Owner(s) to submit updated corrective action plans with milestones within 5 business days.
    • Customer-facing lead to confirm impacted customer contacts and expected acceptance test dates.
    • Schedule follow-up on high-severity exceptions with cross-functional owners before the next monthly review.
    • Selection & Scope
    • Identify root causes for prioritized SLA exceptions and document corrective action plans.
    • Quantify operational and commercial impact to inform remediation decisions.
    • Assign accountable owners and deadlines for containment and corrective actions.
    • Agree on customer communications and compensation where appropriate.
    • Designate RCA owners to implement corrective actions and provide progress updates weekly.
    • Prepare customer remediation letters and proposed compensation calculations for legal/commercial sign-off.
    • Update the shared issue tracker with RCA findings and closure criteria.
    • Impact vs Effort Prioritization
    • Market & Price Context
    • Case Presentations
    • KPI Dashboard Review
    • Status of Open Tickets
    • Pilot Design & Success Metrics
    • SLA Exceptions Summary
    • Recent Delivery & Quality Review
    • Root Cause Analysis
    • Capacity, Inventory & Contingency Outlook
    • Voice of Customer: Operational Impact
    • Trend Analysis & Root Causes (summary)
    • Impact Quantification
    • Risk Assessment & Mitigation
    • Contractual & Commercial Implications
Explore more templates Use this template
First-Party AI ™

1-2 minutes please — Your AI agent is working

First-Party AI™ can make mistakes. Always check important information.