C. Business Management
In addition to identifying technical qualifications, evaluate your potential provider’s business practices to understand their willingness/ability to align with your company’s terms and business practices.
Contract & Asset Management
- Is there a secure portal for managing assets and contracts?
- How much advance notice is required to remove an asset from contract?
- How are credits issued for assets removed from contract?
- Do you offer on-site, physical audits that help improve asset tracking?
- Explain your support and involvement in the renewal process.
- What technical advisory services are provided to optimize coverages?
- Do you offer co-terminus agreements?
Business & Technical Reviews
- What is the frequency of service reviews?
- Provide a sample agenda of a service review.
- Who attends a service review?
- What reports are included as part of a service review?
Contract Terms & Conditions
- What is your minimum contract term?
- What repairs are considered “out of scope” of coverage?
- What Time & Material (T&M) rates apply for repair work that falls outside of coverage?
- Provide a list of account team members, their roles and bios (or LinkedIn profile URLs).
- Provide an escalation matrix showing key contacts.
- Are you able to provide client references that have been a customer for more than 5 years?
- Are you able to provide client references that switched to your service from another provider?
- Describe if and how you tailor your services to our industry (i.e. healthcare, retail, banking, government, etc.).
Grant Confidentiality that Invites Self-Expression
Include a section that invites your respondents to express their unique point of view and value drivers. This may include company culture, value statements and beliefs that are core to their business. Additionally, ask your providers to include any additional services that they believe would increase the overall value of their partnership with your organization. Most importantly, provide an NDA so that your vendors can freely share their trade secrets and/or strategies without concern of open disclosure to their competitors. Doing so will make a tremendous difference in the quality of details you’re able to uncover.
- Sourcing and Supply Chain professionals must carefully craft questions that allow support providers to truly differentiate their offerings. In an unregulated marketplace, the variations across players are significant – especially now.
- Choosing a service partner based on price alone can lead to unforeseen risks and extended outages.
- By asking “sharper questions” of your service partners, your evaluations will create fairness, and support better decision-making.
As a provider of mission critical hardware support services, Top Gun has vetted and responded to numerous multi-platform RFPs.
Our opinions and suggestions are based on first-hand experience and intended to help companies prevent unforeseen risks and challenges by selecting the best service partner for their specific requirements and ultimately lead to both cost savings and service quality improvements.
Looking for solutions, rather than commoditized quotes, will increase value and better support a constantly changing infrastructure.
To discuss how TPM can serve your business initiatives, click here to contact us. I welcome new connections and any inquiries at my LinkedIn profile!
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