Ethics and Vendors

Once again a story is told about allowing the wrong company to hire vendor, management poor decision process. Employee decisions regardless of where in the hierarchy that person is, including the top echelon, decision based for what is assumed known is not the way to decide. 80% of decisions have no quantifying! That's serious. In a conversation with a provider he agreed with the fact we assume roll defines expertise. Not so. When rate of return is involved look at all angles: Risk management, marketing impact, customer service both big C and little c, real options, value added propositions process improvement, does it help employees more and cut costs and not last nor a complete list, rate of return i.e. revenue. Staying connected to the revenue translated into customer and customer service is the main reason for the business to exist. No connection, no customers, end of story.