Background
In the area of IT service engagements, the quality of the outcome doesn’t solely rest on the shoulders of the service provider. Rather, it’s a collaborative effort involving both the vendor and the client, with each playing a pivotal role in crafting the success story. As a client accessing high-value IT services, your organization must act as a “best-in-class” client, allowing your vendor to deliver maximum value.
It’s worthwhile to pause and evaluate how you interact with your technology services firm. Are you providing the fertile ground needed for your vendor to do its best work? Here’s a checklist to measure your organization against:
Providing Essential Resources & Time
High-value services often require substantial time and resources to fully materialize. A best-in-class client acknowledges this and is prepared to invest what’s needed for the vendor to deliver exceptional results.
Mutual Respect and Collaboration
A respectful and collaborative relationship sets the stage for effective communication, innovation, and problem-solving. Emphasize open dialogue and teamwork to cultivate a partnership that thrives on mutual respect.
Articulation of Desired Outcomes
The expected outcomes of the vendor’s work should be clearly identified and communicated. Providing a defined target ensures the service provider knows what success looks like from your perspective.
Clear Direction
Navigating the IT landscape can be complex and confusing without a clear path. A best-in-class client ensures that vendors have well-defined instructions to guide their journey, reducing guesswork and missteps.
Constructive & Timely Feedback
Feedback is the lifeblood of continuous improvement. Regular, constructive feedback helps your vendor identify areas of strength and those that require improvement, facilitating a more effective and efficient service delivery.
Key Success Drivers
To drive the vendor’s success, you must first understand the challenges and opportunities within your organization. Identifying key success drivers and communicating these to your vendor ensures everyone is aligned on what needs to be achieved.
Access to Information and Personnel
Access to relevant information and key personnel is a non-negotiable for high-value IT service delivery. It allows the vendor to fully understand your business, enabling them to tailor their services effectively.
Elevating Your Supplier Evaluation Process
These factors should not just be kept in mind but should form an integral part of your formal strategic supplier evaluation process. The next time you meet your IT services provider to review your long-term alliance, consider discussing these elements explicitly. This can create a shared understanding and foster a more effective and valuable partnership.
Being a best-in-class client isn’t just about enabling your vendor to do their best work. It’s about creating an environment where success is nurtured, innovation is encouraged, and value is maximized. By incorporating these criteria into your vendor interactions, you can play an positive role in propelling your organization towards its strategic goals.
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