perfect pairings for managers - service quality & vendor management
Post on 20-Jan-2017
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Manager Training for Business Operations
Perfect Pairings Part 1 of 3
One Stop LeaderShop® The Complete Manager Training Program
Presented by …
Your
Service Quality Practice
… b
Service Provider
Your
Vendor Management
Practice
… bCustomer
Wondering what your customers really want?
Don’t walk a mile in their shoes.
Walk that mile in your own shoes.
You’re a customer too.
Build your Service Quality Practice … by practicing Vendor Management
Build your Vendor Management Practice … by practicing Service Quality
Service Quality Practice
Vendor Management
Practice
You know what to do.
Your Service Quality Practice
Your Vendor Management Practice
Talk to your vendors. Set goals for them that are tied to your strategic priorities.
Test vendor relationships for strategic fit before, during and after the sale.
Learn to choose the right vendors for your business.
Listen to your business leaders.
Design a customer service model that will achieve their goals.
Know your customers’ strategic priorities. Help them succeed.
Learn to be the vendor of choice for prospective customers.
Teach
Strategic Competence
• Industry expertise • Talent for forward thinking • Actionable quest for success
One Stop LeaderShop® The Complete Manager Training Program www.onestopleadershop.com
Your Service Quality Practice
Your Vendor Management Practice
Choose vendors with a proven track record of distinguished service.
Negotiate vendor performance targets before you sign. Track progress. Celebrate success.
Tie pay to performance.
Teach
Processing Excellence
• Customer-facing professionalism • A+ performance standards • Performance tracking • Trust & integrity
Distinguish your service team for its
customer-facing behavior.
Set ambitious performance targets for your service team. Track progress. Celebrate success.
Tie pay to performance.
One Stop LeaderShop® The Complete Manager Training Program www.onestopleadershop.com
Your Service Quality Practice
Your Vendor Management Practice
Fully vet the effectiveness of technology and user support during vendor selection. Choose vendors who invest in infrastructure.
Look for vendors who bring a network
of strategic partners to the table.
Teach
Capability Building
• Skilled people • Robust technology • Continuous improvement • Innovation
Develop and maintain a superior
workforce. Give everyone goals for service delivery.
Offer your customers reliable technology. Stay current with your industry.
Share your network of strategic partners with your customers.
One Stop LeaderShop® The Complete Manager Training Program www.onestopleadershop.com
Your Service Quality Practice
Your Vendor Management Practice
Negotiate vendor contracts that will increase your company’s revenue and decrease its cost.
Continually reforecast the financial terms of vendor contracts. Know what will happen if/when business conditions change.
Teach
Contribution to Profitability
• Competitive cost • Affordability across time • ROI
Design a customer service model that
will increase your company’s revenue and decrease its cost.
Continually reforecast the financial terms of customer contracts. Know what will happen if/when business conditions change.
One Stop LeaderShop® The Complete Manager Training Program www.onestopleadershop.com
Your Service Quality Practice
Your Vendor Management Practice
Choose vendors who prioritize your company’s security, privacy, confidentiality, and compliance.
Test your vendors’ business continuity plans. Regularly re-test.
Always have another vendor waiting in the wings.
Teach
Safety & Soundness
• Internal control • Business continuity • Corporate stewardship
Prioritize customer security, privacy,
confidentiality, and compliance.
Test your business continuity plans. Regularly re-test.
One Stop LeaderShop® The Complete Manager Training Program www.onestopleadershop.com
You’ll be a better service provider when you become a better vendor
manager.
One Stop LeaderShop® The Complete Manager Training Program www.onestopleadershop.com
One Stop LeaderShop® The Complete Manager Training Program www.onestopleadershop.com
Choose well and be chosen.
One Stop LeaderShop® The Complete Manager Training Program
Books and E-Books Featured Here …
Workbook (CD ROM)
One Stop LeaderShop® The Complete Manager Training Program www.onestopleadershop.com
One Stop LeaderShop® The Complete Manager Training Program
Complete 14 Volume E-Book Links
Workbook (CD ROM)
One Stop LeaderShop® The Complete Manager Training Program www.onestopleadershop.com
One Stop LeaderShop® The Complete Manager Training Program
Complete 6 Volume Paperback Book Links
Workbook (CD ROM)
One Stop LeaderShop® The Complete Manager Training Program www.onestopleadershop.com
Intro i Leadership Principles Intro ii: Pillars of Business Operations List 1: Strategic Planning in Five Steps List 2: Service Quality Promises List 3: Secrets to Successful Hiring List 4: Cheap Training Ideas List 5: Performance Management Style Points List 6: Tips for a Successful Employee Survey List 7: Motivations for Managing Metrics List 8: Signs of Continuous Improvement List 9: Project Delivery Scorecard List 10: Rules for a Winning Budget Season List 11: Keys to Equitable Cost Allocation List 12: Vendor Selection Checklist List 13: Internal Control Wellness List 14: ABCs of Business Continuity
Lists for Leaders Series
One Stop LeaderShop® The Complete Manager Training Program www.onestopleadershop.com
… advice for the career-minded beginner.
Lesson 1: Think Strategically Lesson 2: Follow a Set of Guiding Principles Lesson 3: Be a Responsible Corporate Steward Lesson 4: Care About Customers Lesson 5: Say It With Numbers Lesson 6: Manage Yourself Lesson 7: Redefine Professional Growth
How to Be a Great Employee Series
One Stop LeaderShop® The Complete Manager Training Program www.onestopleadershop.com
Need solutions? … help has arrived!
Recent Graduate
Young Professional
Manager of Manager
C-Suite Executive
Leadership for the Time of Your Life Series
One Stop LeaderShop® The Complete Manager Training Program www.onestopleadershop.com
Service Quality
& Vendor Management
Performance Management
& Employee Satisfaction
Strategic Planning
& Equitable Cost Allocation
Perfect Parings Series
One Stop LeaderShop® The Complete Manager Training Program www.onestopleadershop.com
Part 1: You are
here here
Part 2:
Part 3:
Thank you for visiting One Stop LeaderShop.
www.onestopleadershop.com
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