On Fri, Dec 19, 2008 at 10:56 AM, Angie Fares <[log in to unmask]>wrote:

> Peter...
>
> With more than 7,500 stores, how would anyone have the time to manually
> tick each store off, abstract the data from the service ticket, and file
> a receipt?  We do have feedback from the stores for exceptions, but I
> expect the vendor to figure out when they underperform...preferably
> BEFORE I have to find out.


okay Angie don't shoot the messenger. do exception reporting. each store
knows when they are supposed to be serviced by the vendor. I assume that
they are on a regular schedule. Automate the function. Why depend totally on
the vendor to report their underperformance. If you want to make sure that
your process is working you need to be collecting and analysing the data.

you have 7,500 stores nationwide, the vendor services how many other
customers? Ten times, 100 times, a thousand times what you have? Yes I agree
that the vendor should be more timely, but don't be totally dependent. Are
you saying that all 7500 stores are being serviced on the same day. Say only
10% are not serviced you are talking about 750 stores. If they shredding is
spread out over 5 days you are talking about say 150 per day.  but what if
the problem is occurring in just one region. you can focus on that.
think of a like a manufacturing process. you want to identify the
variation/anomaly as soon as possible  so that you can rectify the problem.
you don't want to wait for your customers to complain or to find your
company's name emblazoned on the front page of the local ODT paper or on the
evening broadcast news.

who said it had to be manually processed?


> Records disposal is no longer a garbage pickup service.  It is a
> compliance monitoring function.


who said it wasn't a compliance monitoring function? Are you willing to go
up on the witness stand or before a press conference and say "well we
depended upon our vendor to report to us? That is their job?" sorry the
press is going to jump on the customer for the failings of the vendor. Just
look at the headlines when data tapes are lost. They don't say "Big Box
Storage Company Loses Tapes with !00K Names"  Nope! the headline reads "Bank
Loses Tapes"

When you do business in every single state and U.S. territory, you
> generally have a few states looking over your shoulder.  You've got to
> know how well your third party is doing in order to prove that you
> yourself are in compliance.


I totally agree that you have to prove you are in compliance and that means
being proactive in gathering the data, auditing the vendor, auditing your
stores for compliance with procedures etc, etc, etc.


-- 
Peter Kurilecz CRM CA
[log in to unmask]
Richmond, Va

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