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   Vendor Delivery Project Evaluation Vendor Delivery Evaluation Governance  

ENCYCLOPEDIA→   Vendor- IT Tool Domain  →   -  Vendor-tool Evaluation  →   -  Vendor Delivery Capability and Structure  → 

Delivery Evaluation Performance warranty

The final test of Vendor's confidence to deliver is the tightness of the performance warranties and assurances.

Performance, Product and Service Warranties pre-implementation

These warranties are linked to the adherence to project cost, quality, scope and timelines.

Performance, product and service Warranties & Service levels post-implementation

  • Service level definition:

    What are the service level definitions for sev1/sev2/sev3 incidents? This to include the time taken to acknowledge the problem, deliver the work-around and solve the problem. One has to be careful to know the differences for Example ‘Finding the work-around’ vs. ‘developing & delivering the solution.

    Typically a Vendor is tempted to appear good on SLA reporting vis-a-vis actual resolution of the problem. As you get into the contractual stage, you can add following points:
    • There should be no recurrence of the problem due to the same reason, if Vendor has confirmed the delivery of correction.
    • Vendor to give a detailed account of what and why of the problem.
  • Defect and incident definitions:

    What are the defects definitions? Each Vendor may have slightly different definition. To ensure that there is no misunderstanding; one should place 5-10 Examples of what can sev1-sev2-sev3.

    Contrary to a general belief, an information management platform (like Data Warehouse) may have a sev 1 problem. This occurs, when critical operational reports, which drive the operations flows, are delayed.
  • Performance failure penalties:

    This is a tricky one. If you keep it, you end of having a fairly strained relationship as many times it’s difficult to assign the true responsibilities of delay.

PLEASE REFER DELIVERY EVALUATION MATRIX Execution-MiHPractice Tool to enable an effective DELIVERY CAPABILITY Evaluation for a tool/solution provider.

 

   Vendor Delivery Project Evaluation Vendor Delivery Evaluation Governance  
 
 
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Practice Tools → Delivery Evaluation Matrix → 

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