Assessing Service Engagements
Woody Allen said “80% of success is just showing up”. However, buying or providing a support service takes a lot more than just showing up. Wouldn’t it be great if there were a leading indicator …
Why We Need a Service Contract Manifesto
The customer-supplier relationship has fossilized. It needs a re-examination to acknowledge the truth of customer-supplier interdependence. It needs a Service Contract Manifesto. Both customer and supplier recognize the need for better business results. Both sides want …
The Service Contract Manifesto
A declaration of customer-contractor interdependence. In the course of history, it becomes necessary to state the separate and equal principles that bind customer and contractor together in commerce. As business practices evolve, both customer and …
Contract Performance Reviews
Why should customers and suppliers review service performance after the fact? It’s already taken place, why bother? Because outsourcing by its nature is an implied trust. Customers do their thing and trust suppliers are working …
Dear Customer…about your RFP
Last week a frustrated supplier prompted me to write Hollow RFPs describing his view of insincere Requests for Proposal (RFPs). The supplier felt customers put out RFPs for Sarbanes-Oxley reasons, and only went through the …