Conflicting signals mix up corporate, vendor relationships
- 19 June, 2002 11:22
Corporate Australia is sending conflicting messages to information technology and telecommunication (IT&T) vendors on what they deem as important to their relationship.
According to East and Partners latest Top 500 Corporate Report - an examination of vendor performance by corporate Australia - satisfaction with vendors across the board rose by 3 per cent from February 2002 to May 2002.
However, the report said the survey also found "continuing severe imbalances" in issues that users deem as important to their engagement of suppliers and those areas in which they see suppliers performing.
The five most important relationship factors for Australian corporate users in their engagement of IT&T vendors -- mainly people issues -- are end user support, the account manager, commitment to relationship, technical support consultants and added value in the relationship.
However, surveyed companies listed dissatisfaction with vendors in the areas of industry development achievements, responsiveness, effective problem resolution, the quality of relationship managers and the quality of implementation people.
The report found "users themselves need to reconsider where they place emphasis in their vendor management and selection practices based on these results".
"Many factors they have rated as being of higher importance to their needs are the very areas where they see poorer vendor performance."
Of the top five overall performing vendors, Sun Microsystems made the biggest inroad; up 5.3 per cent. Others in the top five also recorded improvements in satisfaction: NEC (up 3.6 per cent), AAPT (up 2 per cent), Unisys (up 0.5 per cent) and IBM (up 3.2 per cent).
Of all the vendors, rated by 447 of the Top 500 Australian companies, only Hewlett-Packard and Siemens recorded drops in satisfaction of 1.3 per cent and 0.4 per cent respectively. Nortel and Dell remained steady.