Impartial, expert analysis
At Retonomy, we use our extensive experience to get to the bottom of how the supplier is performing. By analysing the contract, reviewing the performance to date, the success of any performance improvement measures and the relationship between the parties, we can provide an accurate assessment with options to get the service back on track or to drive further improvements.
The common view
While we represent you, we work with both parties to create the common view and to reach agreement on the action plan.
Not only do we assess the performance data, we also talk to the supplier to see how they are doing as having an independent party often helps to reveal concerns or nuances that they would not readily share with their customer. Similarly, we talk to internal stakeholders to identify concerns that need addressing.
Whether it is a new supplier still in the Service Acceptance phase, an incumbent who is pitching for a new piece of work, or a supplier you are dissatisfied with, having access to and understanding the right data is essential.
During the Service Acceptance phase of a new contract, it is critical to assess whether the performance measures you have agreed on with your suppliers are fit for purpose. Is the performance meeting your expectations? Are you hearing negative feedback from stakeholders? Is your supplier struggling to meet its SLAs? Your contract should include the ability to adjust the performance measures (and some other elements of the contract) during this phase, and it is essential to address any points now, while your supplier is still open to being flexible. Not discussing these at this stage will lead to a souring of your relationship and increased dissatisfaction.
Taking action to get back on track
With suppliers who have been working with you for a long time, it is easy for the relationship to drift into a comfortable position: there is the occasional SLA missed without appropriate penalty measures; service reviews are postponed or cancelled; SLAs are not reviewed to ensure they are in line with your evolving business needs. Therefore the opportunity for service improvement, cost reduction or the quality of end-user experience may worsen.
Having the right information from all sources is vital to get a balanced view of performance. Examining this data helps you to identify the extent of any challenges and possible causes, and from this we create action plans to get you back on track.
To understand how Retonomy can help, contact us here.