Regardless of what size or type of business you’re in, vendors play a key role in the success of your business. Vendor Management generally involves contract negotiation and SLA’s (Service Level Agreements) and is often outsourced to organizations that specialize in these services. The following vendor management best practices are used to build mutually strong relationships with vendors that will strengthen a company’s overall performance in the marketplace. Ignoring these sound vendor management principles will result in a dysfunctional relationship that will have the potential to negatively impact your business.
The time, money and energy used to nurture a positive vendor relationship cannot be measured directly against the company’s bottom line. However, a well managed vendor relationship will result in increased customer satisfaction, reduced costs, better quality, and better service from the vendor. When and if problems arise, rest assured that a well managed vendor will be quick to remedy the situation.
1. Vendor Selection – The vendor management process begins by selecting the right vendor for the right reasons. The vendor selection process can be a very complicated and emotional undertaking if you don’t know how to approach it from the very start. You will need to analyze your business requirements, search for prospective vendors, lead the team in selecting the winning vendor and successfully negotiate a contract while avoiding contract negotiation mistakes.
2. Scrutinize the Prospects – Once you start to look at individual vendors, be careful that you don’t get blinded by the “glitz and sizzle.” Depending upon the size of the possible contract, they will pull out all the stops in order to get your business. This may include a barrage of overzealous salespeople and “consultants”. Just because they send a lot of people in the beginning, doesn’t mean they will be there after the contract is signed. As you begin your vendor search, ask some questions that will help you eliminate the more obvious misfits. For example, Is the proposed material, service or outsourcing project within the vendor’s area of expertise?
3. Remain Flexible – Be wary of restrictive or exclusive relationships. For example, limitations with other vendors or with future customers. In addition, contracts that have severe penalties for seemingly small incidents should be avoided. If the vendor asks for an extremely long term contract, you should ask for a shorter term with a renewal option. On the other hand, you should be open to the vendor’s requests also. If an issue is small and insignificant to you but the vendor insists on adding it to the contract you may choose to bend in this situation. This shows good faith on your part and your willingness to work towards a contract that is mutually beneficial to both parties.
4. Monitor Performance – Once the relationship with the vendor has begun, don’t assume that everything will go according to plan and executed exactly as specified in the contract. The vendor’s performance must be monitored constantly in the beginning. This should include the requirements that are most critical to your business. For example: shipping times, quality of service performed, order completion, call answer time, etc. Set up monthly reviews with the vendor to monitor performance.
5. Communicate Constantly – The bottom line in vendor management best practices is: communication, communication, communication! Don’t assume that the vendor intimately knows your business or can read your mind. A well established and well maintained line of communication will avoid misunderstandings and proactively address issues before they become problems.
FYI Business Consulting has the expertise you need to successfully manage vendor relationships from beginning to end insuring increased customer satisfaction, reduced costs, better quality, and better service from your vendors. Call us today to find out more about our services, 856-701-0173.