Vendor Relations Course

Managing multiple vendors and sourcing agreements is now a critical skill for managers of IT development services and operational support. With the drive toward full service management the need for a structured governance strategy is critical. Participants will match an appropriate relationship type to various customer situations. Sourcing and vendor risks will be identified and a multi-sourcing governance framework designed.  Supporting structures and processes for effective governance will be built into the plan. Service level metrics will be defined and an operational review conducted using a vendor scorecard. A dispute resolution role play allows practice with negotiation and conflict management skills.

14 PDUs

This course is designed for individuals who are project, service and vendor managers who are customers of IT development and operational services.  Also appropriate for the service provider who manages the account and relationship.

Upon completion of this course, the participant will be able to:

> Demonstrate an understanding of agreements used to establish different types of vendor relationships. 
> Know what to look for during and after the vendor selection process depending on needs and expectations. 
> Uncover risks associated with multi-sourcing so that mitigation strategies can be design into a governance plan.
> Design a governance framework that includes structure and processes with built in communications and monitoring.
> Practice listening, problem resolution, negotiations and influencing skills during dispute resolution sessions.
> Plan and conduct an operational review using a vendor scorecard designed specifically for the case study.

Concepts, Terminology and Documents Overview

So much has changed in the traditional model of vendor management.  Today it is so much more about partnership.

IT as the solutions broker / the prime contractor

The difference between vendor and service management

Discussion:  vendor and service management in reality

Activity:  the customer’s perspective

Documents used in vendor relations

Pricing models and when to use what

Activity: What to do with these documents

What to Look for in a Service Provider

There are many different types of relationships we can choose to create, each one being very different from the other.  What are you looking for?

Process of selecting a vendor

Activity:  Top Service provider likes / dislikes

Types of relationships

Building trust and gaining commitment

Five critical success factors for strategic alliances

Discussion:  Using business needs and sourcing guidelines for selection

Activity: Case study vision, business needs and sourcing guidelines

Risk Management for Vendor Governance

Working with vendors can introduce risks that we never before imagined.  Here we identify and create mitigation plans to ensure success.

Risk management process and methods

Categories of risks in relationships

Techniques for uncovering risks

Activity:  Reviewing the statement of work (SOW) for sourcing risks

Addressing risks through governance

Activity:  Developing a risk response plan tied to governance

Multi-Source Governance

Service providers have so much to offer, but to gain the requisite synergies, we must have a clear and effective governance plan.

Governance defined

Governance framework

Discussion:  How governance works in your reality

Activity:  Build a governance structure 

Structures:  Customer and supplier models

Processes to enable performance

Activity:  Managing changes to the vendor management process

Communications

As in most things we do, communication is key.  Here we investigate the use of metrics, service levels and the plan that makes them work.

Monitoring and communications

Activity:  Measurements and thresholds

Scorecard design and uses

Activity:  Metrics for the Service Level Agreement (SLA)

Service level metrics & impact of metrics on behavior

Activity:  Building the communications plan

Activity:  Assessing the vendor scorecard and taking action!  

Resolution Techniques – Skills to Building Healthy Relations

Being an effective negotiator is key to working both internally and externally…it is all about getting what is best for your company.

Supplier resolution techniques

Negotiations model

Activity:  Preparing to address a vendor dispute

Gaining agreement on the problem

Activity:  Practicing negotiations so that an agreement can be reached

Critical collaboration and resolution skills

Performance and Operational Reviews

Maintaining constant communications with external vendors helps prevent problems in the relationship.  Planned, periodic reviews are one part of a good plan.

Scheduling a periodic meeting as a communication vehicle

Preparing for the operational or performance review

Activity:  Plan the periodic operations review

Conducting the review meeting

Activity:  Reviewing documents in preparation for the review

Activity:  Conduct the review

Critiquing the Meeting Outcomes

None