Introduction of Vendor Management

Challenge

An audit conducted by external consultancy company identified the lack of agreed communication model in customer IT organisation and overall unstandardized delivery from different suppliers. Also, auditors pointed on lack of control for deliverables from suppliers and lack of use of standard practices for service delivery, namely:

• Customer’s questions are being solved very slowly from Suppliers’ side
• Many escalations are related to human errors
• All reporting is very custom and time consuming

Solution

After series of workshop with customer, we engaged Service Delivery Manager (SDM) with wide crisis management experience who brought following improvements within a month:

• The escalation tracker was introduced and implemented. All escalations and executions of action plans are being tracked there
• Communication and escalation models were created and presented to the customer, this allowed to address proper questions to the proper people. All delayed operational questions began to be resolved in BAU mode by SDM without disturbing customer senior management.
• Continuous Service Improvement (CSI) process of standardization and optimization of delivery was launched with primary focus on contracted metrics and KPIs as well as extended reporting.

Results

• Operational questions in customer’s attention area started to be properly coordinated which allowed to avoid escalations
• Regular and effective communication between SDM who acted on behalf of customer and different suppliers was set up