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Rebuilding a relationship with a supplier

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by davidfitz

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I'm about to start a piece of work with a new client where the relationship with a key IT system supplier has almost broken down and
the system itself is unreliable, all parties involved are blaming each other.

My favoured approach is to start with a clear the air discussion, setting new and clear ground rules and service level expectations - and give a time period after which a further review will decide what we do going forward.

Is this too simple, have you had to do this yourself and do you have any tips I might find useful? All suggestions gratefully received.

Thanks

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by oldefar

I like your approach.

I would suggest a couple of other things. First, the meeting place needs to BIG signs - "Don't be offensive" on one side of the room, "Don't be offended" on the other.

When you set the new ground rules, anchor them with business objectives, business requirements, technical objectives, and technical requirements. Make sure there is linkage all the way through. Add priorities to establish schedules in case everything cannot be done at once, and get concurrance from the client on business objectives and business requirements in writing, and on technical objectives and technical requirements from the vendor. Get all parties to sign off on priorities and schedule.

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