| Communication | Initial response speed | Reply to technical and commercial questions within 1 business day. | Record the time and completeness of responses during the quotation stage. | Consistent, clear, and technically relevant replies. | Repeated delays or generic answers. |
| Communication | Specification accuracy | All key parameters are confirmed in writing: nominal voltage, capacity, dimensions, connector, wire gauge, protection circuit, and operating temperature. | Approved battery specification sheet and drawing with revision number. | No unresolved differences between quotation, drawing, and sample. | Conflicting values across documents. |
| Communication | Engineering change control | Material, cell, protection board, or assembly changes require prior customer approval. | Change-notification procedure and document revision history. | Written notification before any production change. | Unannounced substitutions. |
| Communication | Compliance documentation | Documents should match the intended transport route and product application. | Applicable transport test summary, safety data sheet, battery test reports, and quality certificates. | Documents are current, traceable, and consistent with the delivered battery. | Expired, incomplete, or unverifiable files. |
| Delivery | Prototype lead time | A clear sample schedule should include design review, sample build, testing, and dispatch dates. | Written prototype plan with responsible contacts and milestones. | Milestones are dated and updated when delays occur. | Only a vague promise such as “ready soon.” |
| Delivery | Mass-production lead time | Lead time should be stated separately for material preparation, assembly, inspection, and shipment. | Production schedule and agreed order-confirmation document. | The supplier provides a measurable, order-specific schedule. | No distinction between production and transit time. |
| Delivery | On-time delivery performance | Review the percentage of orders shipped on or before the agreed date over the previous 6–12 months. | Redacted delivery-performance report or customer-approved shipment record. | Performance is tracked with defined calculation rules. | Only verbal claims without records. |
| Delivery | Production traceability | Each shipment should be traceable to a production lot, cell batch, inspection record, and date code. | Sample label, lot-traceability procedure, and inspection record. | A defective unit can be traced back to its production lot. | No lot number or incomplete records. |
| Delivery | Pre-shipment inspection | Inspection should cover appearance, dimensions, voltage, capacity or electrical performance, protection functions, and packaging. | Inspection checklist, acceptance criteria, and sample final-inspection report. | Results are recorded against defined specifications. | Inspection is limited to visual appearance. |
| Delivery | Packaging and transport readiness | Packaging must protect cells from short circuit, impact, moisture, and movement during transport. | Packaging specification, package photos, shipping marks, and transport documentation. | Packaging and documents are reviewed before dispatch. | Improvised packaging or missing shipping information. |
| Long-Term Support | Warranty terms | Warranty coverage should define duration, exclusions, evidence requirements, and the remedy for confirmed defects. | Signed warranty policy and quality agreement. | Terms are specific enough to apply to a real claim. | Warranty is offered only verbally. |
| Long-Term Support | Complaint response | Quality complaints should receive an acknowledgement, containment action, root-cause analysis, and corrective-action timeline. | Complaint-handling workflow and anonymized corrective-action report. | The supplier uses a documented corrective-action process. | No owner, deadline, or root-cause method. |
| Long-Term Support | Replacement and failure analysis | Defective samples should be returned, identified, tested, and analyzed without losing lot information. | Return-material procedure and failure-analysis template. | Analysis distinguishes manufacturing, application, and transport causes. | Automatic blame placed on the customer. |
| Long-Term Support | Capacity and cell continuity | The supplier should explain how it manages cell availability, obsolete components, and end-of-life notifications. | Continuity plan and product-change or end-of-life notification policy. | Customers receive advance notice and approved alternatives. | Unexpected cell or component substitutions. |
| Long-Term Support | Quality-system maturity | Processes should cover incoming inspection, assembly controls, final testing, calibration, nonconforming products, and audits. | Quality manual summary, audit records, calibration samples, and applicable certificates. | Controls are documented and supported by objective records. | Certificates without operational evidence. |
| Long-Term Support | Technical after-sales access | A named technical contact should remain available after delivery for installation, charging, storage, and troubleshooting questions. | Support contact matrix, escalation path, and service-hours information. | Technical and commercial issues have separate escalation routes. | No accountable support contact. |