Gerard: My response to your question would be an enthusiastic, Yes, I
would be very favorably inclined to contract with a vendor that agreed
to such a churn protocol over a different vendor that wouldn't agree,
and Yes, I would consider writing compliance with the protocol in my
Customer Service Agreement with any vendor. I've been through a very
bad situation with a vendor that refused to take any responsibility for
finding our unaccounted for inventory, after we transferred a 30,000-box
account to another vendor. We spent years trying to recover our
"missing" boxes, and many were never recovered. There was never any
attempt on the vendor's part to help us figure out whether the boxes
existed somewhere or whether they were just missing on paper. Our new
vendor tried to help, but they got little cooperation from the old
vendor. Plus, we know that over time many of our boxes probably got
delivered to other customers because we received boxes that didn't
belong to us. Many were also probably destroyed beyond fixing and we
were never notified, because the condition that many of our boxes
arrived in at the new vendor's was appalling. It was a horrible
situation that was never resolved satisfactorily, and I've come to
believe that this is par for the course when going through a messy
vendor "divorce."
--Lee
Lee R. Nemchek, MLS, CRM
VP, Records Management
Oaktree Capital Management, L.P.
333 S. Grand Avenue, 28th Floor
Los Angeles, CA 90071
Direct Dial: (213) 830-6252
Direct Fax: (213) 830-8504
Email: [log in to unmask]
-----Original Message-----
From: Records Management Program [mailto:[log in to unmask]] On
Behalf Of Gerard Nicol
Sent: Tuesday, November 06, 2007 11:15 AM
To: [log in to unmask]
If there was a well designed churn protocol for information management.
Would customers view a vendor more favourably if they agreed in a
contract
to follow this protocol?
Would people consider writing this protocol into RFPs?
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