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Claims management: definition & important aspects for buyers
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Claim management in a nutshell:
Claim management refers to the systematic process of identifying, documenting and enforcing claims against suppliers in the event of breaches of contract or deviations in performance. For purchasing, this is an essential tool for ensuring quality standards and minimizing financial losses due to defective deliveries or services.
Example: An automotive supplier discovers a quality deviation in 15% of a delivery of 10,000 metal parts during the incoming goods inspection and initiates a claim process within 48 hours, which leads to the complete replacement delivery of the defective parts and compensation of the inspection costs amounting to EUR 2,500.
Contents
Introduction to claim management
What is claim management?
In purchasing, claim management refers to the systematic recording, analysis and enforcement of contractual claims against suppliers or service providers. It involves the proactive identification of discrepancies between contractually agreed services and the actual fulfillment of the contract. The aim is to protect the company's own interests, avoid financial losses and ensure fair processing. Effective claim management enables companies to identify potential conflicts at an early stage and take appropriate measures.
Core elements of claim management
Significance for modern purchasing
Claim management is essential in strategic purchasing in order to avoid financial losses and ensure profitability. By identifying performance deviations at an early stage, buyers can take appropriate countermeasures and protect the company's contractual rights. In addition, professional claim management strengthens relationships with suppliers, as clear rules and open communication promote trust.
Implementation of claim management
Effective claim management requires clear processes for identifying, documenting and enforcing claims. Through proactive action and structured methods, buyers can manage contract deviations in a targeted manner and protect the company's interests.
Practical example: Delay in delivery and contractual penalty
Scenario:
A production company has concluded a contract with a supplier for the delivery of important components. The delivery date is November 1. On October 25, the supplier announces that the delivery will be delayed by two weeks.
Steps of claim management:
1. contract analysis:
The purchaser checks the existing contract and finds that a contractual penalty has been agreed for late delivery: 1% of the order value per day of delay.
2nd documentation:
All communications with the supplier are fully documented, including the delay notification.
3. communication:
The purchaser informs the supplier in writing of the contractual consequences of the delay in delivery and requests a statement.
4. conducting negotiations:
In negotiations, it is agreed that the supplier accepts the contractual penalty or offers alternative compensation, e.g. a price reduction or express shipping at its own expense.
5. implementation:
The agreed measures are recorded in writing and implemented. The purchaser monitors compliance with the new agreements.
Result: Through proactive claim management, the company secures financial compensation and minimizes the impact on production.
Evaluation and strategic findings
✓ Critical success factors
→ Process integration: Systematic integration of claim management into existing purchasing processes and quality assurance systems
→ Documentation quality: seamless and legally compliant recording of all relevant incidents and communications
→ Contract design: Precise definition of performance requirements and consequences of deviations
⚠ Challenges and limitations
→ Supplier relationships: Balance between consistent enforcement of claims and maintaining strategic partnerships
→ Resource expenditure: High administrative effort for documentation and tracking of claims
→ International complexity: Different legal frameworks in global supply chains
Future trends and strategic implications:
"Digitalization will fundamentally transform claim management and create new opportunities for process automation."
→ AI-supported early detection of potential claims
→ Blockchain-based contract tracking and documentation
→ Automated damage assessment and claim calculation
→ Predictive analytics for risk minimization
Conclusion on claim management
Claim management is an indispensable tool in modern purchasing that goes far beyond mere claims management. It not only safeguards financial interests, but also promotes sustainable supplier relationships through clear processes and transparent communication. Success lies in systematic implementation, careful documentation and the balanced handling of claims. In view of increasing digitalization, claim management will continue to evolve and become even more efficient thanks to new technologies.
