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

– Network: sify

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

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!

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

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

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

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

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.

• Exercise

Thank You