Today's episode covers the topic of Managing Service Provider Relationships and includes a discussion on ServiceMatrix, a ground-breaking alternative to traditional vendor benchmarking. Host Roy Zimmerhansl is joined by Lawrence Inman, Senior Supplier Oversight and Relationship Manager, FundRock Partners Ltd and Andy Stephenson, Founder ServiceMatrix
Show timeline:
06:02 The role of Vendor Oversight
10:00 Outsourcing services
12:35 Monitoring Performance and KPIs
16:58 Where do surveys fit in?
25:00 The managed survey response flaw
27:40 Service providers DO want feedback!
30:12 Is ServiceMatrix a survey wrapped in an App?
31:37 Why is Pierpoint involved?
32:30 Timely feedback, but at what price?
43:57 So many surveys, so little time
45:42 Questions vetted by Investors
47:38 Closing thoughts from Lawrence
52:10 Closing thoughts from Andy
52:42 Show review from Roy
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