Tips for Client Demand Management
by: Sarah Joson
Wednesday, September 05, 2012
Category: Outsourcing News
There are times when clients and procurement specialists see service providers as antagonists in outsourcing arrangements, especially when clients ask for several additional requests that they want to be done immediately. Naturally, procurement specialists are caught in the middle of delivering requests and when the provider declines, their response will be taken negatively.
First off, clients need to understand the scope of their requests and how it will affect the current operation. The sourcing specialists, on the other hand, need to act as the middle man, and the providers need to communicate their concerns promptly and properly.
In an article published at info.ISG-One.com, ISG Director Jim Kane shares five ways procurement specialists can better manage the supply chain between their clients and providers, specifically buyers who are constantly firing off requests.
1) Flexible supply scale.
Service providers should at least have a scalable supply of resources so that when an occasion calls for additional end-products, they can immediately deploy and work on the additional order. When resources are not enough and providers fail to replenish, it will result to more delays and problems that may hamper operations. Sourcing specialist should also anticipate these types of situations so that supplies will not go to waste.
2) Update documents and agreements regularly.
With the rapid developments in almost all industries, several clauses in your initial contract may no longer be applicable three months after it was drafted or signed. Make it a point to review your clauses and make sure all parties involved are on the same page.
3) Treat the demand and supply sides equally.
Often times, the demand side in IT operations is overlooked because parties focus mainly on the supply. They forget that the physical assets involved in IT operations are crucial and need constant upgrading.
4) Foster a strong partnership.
Learn how to listen to your clients so that you can help them easily identify which processes are necessary and which will just bring about additional costs and concerns to the entire operation. If possible, provide alternatives to what they really want - options that offer business value.
5) Learn how to manage bottlenecks.
There will be instances wherein a hold-up of requests happen while clients are simultaneously sending more and more demands. See which issues need to be escalated and which ones can be pushed back so that things will still be accomplished even if challenges arise.