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Moments of truth in IT programme management - 1Moment Of Truth – Supplier fails
to deliver
Supplier performance failing to meet client expectations – we have
seen it many times. It will happen at different stages of a programme
for the different sorts of suppliers – it may take longer to surface
problems with an outsourcer than for a consultancy, an integrator or
a software provider.
But the reasons are almost always the same;
- You have chosen the wrong supplier and/or
- The contract is bad for one
or both parties.
Cut through the hype
We all know that it is often difficult
to cut through the sales hype and validate the claims of the supplier.
How do you see behind the “sales face” of the suppliers and
judge whether their ambitions, values, behaviours, skills, experience
and support will enable them to deliver to your expectation. The traditional
RFP or ITT process invariably falls short. Typically such a process requires
the buyer to have worked out the answer and specified it with great clarity
which then presents the suppliers with the challenge of “ticking
all the boxes”.
This checklist response can often mask many of the things that lead
to the failure in delivery – you never really find out until
you start working with them.
And that’s precisely what we think you should do. As a buyer, don’t invest in working out the precise answer yourself and specifying a detailed set of specific demands. Rather be very clear about what your outcomes need to be and then work collaboratively with each supplier on your shortlist to design the solution, define how it will work and craft a contractual framework that suits both parties. You will get to know the suppliers and what it’s like to work with their people, products and organisation. You will leverage the assets of the supplier organisations to design the right solution for you and you will work out jointly how to make it work. You will work together to create the most appropriate contractual framework.
And the real test that you’ve both got it right? The contract stays in the drawer.