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AMC and vendor Management

AMC and vendor Management. Why the need?. Multiple vendor scenario. No single agency Items under warranty ( eg TVS printers, HCL nodes, HP servers, numeric UPS etc ) Out of warranty items: one or two vendors providing AMC. Say one for UPS and one for computers and peripherals

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AMC and vendor Management

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  1. AMC and vendor Management

  2. Why the need? • Multiple vendor scenario. No single agency • Items under warranty (eg TVS printers, HCL nodes, HP servers, numeric UPS etc) • Out of warranty items: one or two vendors providing AMC. Say one for UPS and one for computers and peripherals • Network: sify

  3. Some terms to know • Service Level Agreement: • Indicates the complaint resolution period, penalty, call logging procedure etc • Call Escalation Matrix • To be used in case of non resolution within stipulated time • Complaints Registration Number • Always obtain it. Otherwise there is no claim • Resolution Periodicity (Date and Time) • Should be known. If call not attended/resolved within timeframe, notify divisional office in writing

  4. What to do • Maintain basic records • History sheets • Contact details of all vendors • Call logging procedure • Train more than one person in each post office to log calls and follow up • Have contact details displayed at prominent places for immediate contact. • Understand Terms of contract of AMC: knowledge is the power to enforce!

  5. What to do • Identify specific problem • Is it hardware or software? • Try basic troubleshooting first. • See if it can be resolved at your level • If software issue, seek help of system manager • If hardware issue, log call immediately at the specified number. • Obtain registration number and call resolution time. • Inform D.O. with details of registration number

  6. What to do • Each vendor is committed to resolve complaint within specific timeframe: • If it fails to attend, penalty is imposed • Department at liberty to get system/equipment repaired locally • The expense so incurred will be charged to the vendor • Penalty cannot be imposed and recovery cannot be initiated unless written information available • Do not sign unless you are sure that issue has been resolved

  7. Role of IP/ASP • Be aware of all contracts, vendors and local representatives of vendors • Train and sensitize the subordinate staff with • Terms of contract • Resolution time • Call logging /escalation procedure etc • Engage effectively to resolve issues

  8. Role of DO • Train and sensitise all in aspects of vendor management • Emphasise the need for reporting to D.O • Non attendance/resolution in time frame • Monitor and compile information received • Maintain liaison with vendors and their Regional management • Send monthly report to RO/CO showing all defaults

  9. PMC • Check the provisions of PMC • Check for periodicity • Give a job card to each unit to implement PMC • Educate the units of impacts of not abiding by conditions of PMC and role of Units in timely reporting.

  10. Exercise

  11. Thank You

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