Salespeople peddle the best-case scenario. When you’re shopping for systems integration, outsourcing or other complex services, the salespeople will typically assure you that service delivery will be outstanding. They promise that the transition will be completed smoothly by a top-notch implementation team and that ongoing support will be provided by an equally talented operations team. They may well mean what they say, but the sad truth is that not every client can get the A team; somebody has to get the B team or in some cases, the C team.

Getting a great vendor team is not always easy, even when the contract includes severe penalties for poor performance. Review the backgrounds of key team members as soon as the vendor identifies them, ideally before the contract is signed. Demand the right to approve any team members assigned to your project. LinkedIn profiles can be helpful, but the best information comes from professional colleagues who have previously worked with key vendor staff.

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