Yesterday, we wrote about the element of Cost vs Value when considering a supplier for 360 feedback.
You are trusting your supplier to provide advice and support for you.
Here are 9 factors to consider when choosing a supplier, or specifying requirements for your system are:
1. Overall Experience – does the supplier have a reasonable level of overall experience in the field? If you use a pure software provider, do they understand the ‘people’ factors that are so important in this area. Equally, a supplier with a wealth of people experience may be short on technical background and experience.
Questions to ask may be:
o What are the technical qualifications and experience of the lead developer?
o What specific experience does the senior team have in this area?
o What evidence do they show of their experience in this field?
2. Culture – what is the ethos of the supplier organisation? Is it a ‘stack-em-high, sell-em-cheap’ supplier who operates through price alone? Alternatively, do the people in the organisation focus on understanding client needs and building lasting customer relationships?
3. Focus – is the supplier trying to be all things to all people? Focus on core skills creates a better service. A supplier that specialises in assessments, and particularly on multi-rater systems may be a better prospect for you.
4. Quality of support – this factor cannot be stressed enough! There is nothing more frustrating for a user (and more guaranteed to cause dissatisfaction) than lack of support, or bad quality support, just when assistance is needed. Make sure the supplier can provide a support facility for candidates, reviewers and for project supervisors. Check the quality of support – a bad answer may be worse than no answer at all.
5. Hidden costs – This goes directly to the question of price. It’s reasonable to expect to be charged for any development or tailoring. Equally, a per-candidate fee is a standard way of charging for the service. Outside of that though, check whether there is a setup fee, an additional fee for support, or for any backup documentation that may be provided. What would the cost be if you just wanted to run a single 360 review for one employee? Know what the real price is that you will be paying at the outset.
6. Backup documentation – part of the value you should get from a supplier is in the backup they can provide for the management of the review process. They should be able to supply backup documentation to help you with the briefing process, as well as guidelines assist candidates and reviewers. They should have the experience to assist with templates or guidelines for any other aspects specific to your individual projects.
7. Strong technical skills (not just in the development team) – Where do the technical skills lie in the organisation? Are they only with the technical team? The technical team must have strong qualifications and experience to be able to develop a robust system. An indication of the level of expertise you will be getting is the breadth of knowledge shown by the main members of the team. Anyone dealing directly with clients should have a level of technical skill that enables them to impart a sound understanding of the basics of the system.
8. Track record – this provides an assurance of success. A supplier who provides a high quality of service priced to deliver value for money, will be able to demonstrate that in their track record. Ask who they have worked for in the past. Ask what proportion of their client base has used their service continuously for 3 years or more. A loyal client base is a valuable endorsement. Don’t be afraid to ask for references. If they are proud of their service, they will be happy for you to talk to their customers.
9. Rapport – is there a good ‘fit’. Do you get on with the people in the organisation? Are they easy to deal with? Do you trust them to do a good job with your company’s most valuable asset?
This list of aspects to consider may seem daunting. Hopefully it will help with the decision process, and instil ideas on what to consider.
Supplier should recognise that their service won’t be right for everyone. For the client however, it’s vitally important to get just the right service at a reasonable price. After all, you are placing your staff – your most valuable asset in their hands.
[Tip: If you are a trainer, your reputation is in the hands of your supplier when you sub-contract. Make sure they are a credit to you.
If you are an HR manager, the trust of your employees, and the performance of the organisation is at stake. Make sure you choose someone who has the experience to enhance your programme.]
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Photo Credit: Jean-Francois Chenier
Article by Vandy Massey
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