Selecting an outsourcing vendor
implies a complex process to gauge not only what the provider can do, but also
the way it’s done. If your organisation’s assignment falls in the wrong hands,
it could endanger organisation’s strategic plans. In return, with a
well-selected provider, you will see savings, enhanced product value, and
greater speed to market, thus giving your business a competitive edge.
Therefore, effective and meticulous due diligence of each vendor is of extreme
significance, having high impact on the business and the future plans of the
organisation. Today we rarely buy anything without doing our comprehensive research.
The story is no different while selecting a vendor – we need to perform a
detailed under the surface study as we do while estimating the size of an
iceberg.
Generally, Request For
Information (RFI) is issued when a company seeks to gain market intelligence
regarding options available to meet its requirement. Typically the company
enquires the vendors about services they could potentially provide, what
differentiates them from other vendors in the marketplace, etc. With an RFI the
company does not state a particular intention to award a contract. However,
since responding to an RFI is time-consuming for suppliers, generally suppliers
will only respond to the RFI if they expect that the buyer will eventually
issue an RFP or RFQ.
Web research does provide us some
of the key areas to rate a vendor on, such as company overview, market
expertise, strengths, etc. All these things can be commonly found after some
basic research, and a few discovery demonstrations. Nevertheless, we still see
cases where a company has selected a vendor, and that vendor continues to fail
on their delivery of the solution. You would think that these failures would be
picked up on during their extensive, informed research, but there is more to a
company than the aforesaid points. Here we discuss few additional factors to consider
when selecting a vendor while outsourcing a business process, service, etc.—those
that go beyond pricing, features, and tools.
Financial Health: As
mentioned earlier, it is critically important to examine and evaluate the vendor’s
financial well-being as well as their services. Today, mergers and acquisitions
have become so common that it is not rare that a company’s control is sometimes
in the hands of VCs. Venture capital investment, loans and lines of credit to
keep operations going—many more complications which necessitates to examine the
financial details of the vendor.
i. Search the Web: Look
for press releases from investors on your vendor, and read carefully on whether
the investment firm is providing capital, or actually purchasing the vendor. Do
basic read of the company profile through trusted agencies e.g. D&B,
Gartner, etc.
ii. Scrutinize Debt to Equity
Ratio: Core finance people would
easily understand this while for others, let me quickly explain - this
is a swift way to see the financial health of an organization without prying
into their books. The Debt to Equity ratio will indicate how much they owe
versus how much they own. Understandably, companies with low debt to equity
ratio are preferred.
iii. Analyse Annual Growth
Rate: Analysing annual
growth rate for a horizon of 3-5 years would be good. It provides a more
accurate depiction of how the company has fared financially over the past few
years. Another similar parameter to study would be annual net income growth
rate for the same period.
iv. Cash Flow details: Sometimes companies go bankrupt despite
having good annual growth and income. Shortage of cash aggravates the survival,
eventually making the go kaput.
Referrals: Besides looking
for case studies, it is recommended to get some referrals from some of their
customers. This is a good yardstick to gauge their capability, credentials,
scalability, quality of workforce, global and functional/industry exposure –
this can be inferred from the referrals and the customers they have. Remember, selecting
right vendor is important not only as an investment in a solution but it can also
be an investment in the people within the vendor-company. Multiple inputs from
their customers add dimensions to the vendor (e.g. implementation track record,
consulting assignments, etc.) and also give you an indication of the health of
the company.
PoCs and Workshops: If you
find two vendors at par, then it might be time to suggest a workshop or proof
of concept. These are typically 1-2 day engagements with the vendor whereby you
give them a simple set of requirements, and ask them to implement it on a small
scale. This demonstration makes it powerful and you can get a glimpse of how
your future relationship with the vendor will be, and how they work when
implementing your solution/business process.
In the contemporary digital world
where information is available at behest of our fingertips, there are still
those data points that are not publicly known, and getting the right answers
can make a big difference in your decision. So it’s important to do your
research. Lastly, remember that outsourcing is a long-term relationship, and
choosing the right vendor is crucial to meeting your technology, business, and
financial objectives. If you base your decision on following the steps above,
you will eliminate (or at least minimize) the risks of engaging in a
wrongly-selected affiliation that can not only fail to improve your business,
but even do harm.