You're dissatisfied with a vendor's services. How will you address the quality issue?

From my experience, you should to be very clear by recording the issues with specific examples, Scheduling a call with vendor representative may be the relationship manager for example, explaining all these issues in details, referring to the agreed-upon quality standards (if any), being open in the communication and Propose solutions (e.g., rework, credit, new timeline) as a last chance before taking an aggressive action, Set clear deadline for resolution and put all the performance under monitoring for a while until solving the problem.

Having a well established relationship as a business partner, the appropriate interlocks would be in place making this an easy conversation in terms of how might we move forward and resolve.

158 / 5 000 Define factual dysfunctions, remove any cognitive or assessment biases that the supplier could discuss and justify

There are always such situations. Vendors should be considered as partners having long and wider vision in mind. In such dissatisfactory service scenario case it will be a good start to investigate and assess internally what was exactly agreed and what was described to the vendor and after careful and thorough insights need to communicate to the supplier for a meeting to discuss what can be done to rectify the problem keeping mutual benefits and long term relations in mind. Such approach will always find a way with mutual respect and supporting each other.

Directly. Also, assume good intentions. Articulate what's gone wrong (or not happening), what you'd like to see instead, and the timeline for your expectations. In the event that there was some kind of error in delivery, this allows the issue to be resolved without damaging your relationship. In the event there was an error in your understanding, this places you in a positive position to negotiate an amicable solution. In the event that the vendor's services really are sub-par, this paves the way for ending the relationship quickly and with minimal drama, since you've already articulated the disconnect.

When dealing with unsatisfactory deliverables from a vendor, it is important to maintain composure throughout the process to ensure the issue is resolved to everyone's satisfaction. A lot of the time, vendors are apologetic and look to mend the damaged business relationship to the best of their abilities; where they are not so invested in improving their quality, you should start looking at alternatives. In some cases, vendors may even get defensive over your criticism of their deliverable: even in these circumstances it is important to maintain a level head and remain objective. What is the specific issue? -> How can the vendor make up for their mistake? -> If the vendor cannot make up for their mistake, how do you want to proceed?

In this case, I will identify what the issue is in the first place using my six sigma method (DMAIC). it may be attitude or skill set of the resource and escalate to the appropriate management.

When communicating the issues to the vendor, ensure that the message is both specific and objective. Begin by summarizing the main points of concern, then delve into each issue with concrete examples and evidence. Highlight how these problems are affecting your business operations, such as causing delays, reducing efficiency, or impacting customer satisfaction. Emphasize the importance of resolving these issues for maintaining a productive partnership. Encourage an open dialogue by asking for the vendor's perspective on the issues and their proposed solutions. This collaborative approach can foster a more constructive relationship and increase the likelihood of achieving a satisfactory resolution.

Relationships are important with clear guidelines on service expectations giving a shared view of accountability. If service drops below, having a shift left conversation is a mutual target

Expectations should already be defined when the engagement commences. This would be contractual and adhered to through effective reporting and interlocks

Beyond setting expectations, I’ve found that co-developing an action plan with the vendor is highly effective. This collaborative effort ensures both parties are on the same page and committed to the resolution process. Jointly creating a roadmap for improvement can enhance accountability and buy-in from the vendor.

Understand the Reason for Rejection: Politely ask the vendor for specific reasons why your request was denied. This feedback can be invaluable for making necessary improvements. Evaluate Your Offer: Assess your proposal or requirements to see if there were any areas that might have been lacking or could be improved. Improve Your Offer: Based on the feedback received, make adjustments to your offer. This could involve revising terms, increasing your budget, or addressing any other concerns the vendor had.

206 / 5 000 The Demings wheel (PDCA) is an old tool that still works very well: Define objectives to achieve, implement them, check their achievement and validate that this brings us closer to the objective.

In my experience, in addition to monitoring the vendor's progress, it’s crucial to implement internal checks to ensure the effectiveness and authenticity of their improvements. Setting up a feedback loop with key stakeholders across the organization is essential. Regularly gather input from different departments affected by the vendor's services to get a comprehensive view of the impact. This approach ensures that monitoring is thorough, incorporating both technical metrics and user satisfaction. Conducting periodic review meetings with the vendor to discuss this feedback and agree on actionable steps further ensures continuous improvement.

A choice will have to be made and the risk of each consequence will have to be anticipated: either we take the path of rupture with a strict, contractual approach by letting the service provider find the answers. The risk is then not to achieve the objectives, a change of supplier must then be considered; either we take the path of collaboration, we escalate in order to find solutions and compromises: lowering expectations, understanding the causes. This can take time but often achieves a much better result

Depending on the risks, vendor/partner involvement with the service delivery and other key factors, it maybe beneficial to instead of just escalating within the vendor's management, consider involving a third-party mediator to facilitate discussions. A neutral mediator can help both parties understand each other's perspectives and work towards a mutually beneficial solution. Additionally, if the issues are severe, leverage social proof by sharing anonymized case studies of other businesses that faced similar issues and successfully resolved them. This approach not only shows the vendor the seriousness of the situation but also provides a clear example of the expected resolution.

If a vendor consistently falls short, even after attempts to resolve issues, it's time to find a replacement. Define your must-haves and dealbreakers for a new vendor. Research options via referrals, industry platforms, and reviews. Send RFPs, get demos, and check references, focusing on service quality. Negotiate a strong contract protecting your interests, with clear SLAs and exit clauses. Plan the transition meticulously, ensuring smooth data migration and stakeholder communication. While challenging, switching to a vendor who consistently meets your needs is vital for your business' success.

Start by researching and identifying potential alternative vendors who can provide the level of service you need. Look for vendors with strong reputations, positive reviews, and proven track records in your industry. Evaluate their offerings, pricing, and customer support to ensure they align with your business requirements. Prepare a transition plan that minimizes disruption to your operations, including a timeline for switching vendors and any necessary training for your team. While changing vendors can be challenging, prioritizing high-quality service is essential for your business's long-term success.

Contact the vendor promptly to discuss your concerns. Provide them with documented evidence and specifics about the issues you have observed. Clearly articulate your expectations for resolution.

Well communicate with the vendor, review the SLA with him or her. If there's no improvement, start looking out for other options.