Is the value of the work you’re receiving declining?

In a previous blog, we wrote about the importance of attention (or, in cases where clients move to another partner, lack of attention) for client satisfaction and partner retention. See – “Ever felt ignored by your partner?” – Brightpoint Infotech

Now, we’ll tackle, “Value.” As a reminder, value is a combination of what you receive divided by what you pay. Some partners have exhorbitant rates but deliver exceptional quality depending on the actual resource completing the work. This evens out and generally results in reasonable value. Others have dirt cheap rates with below average quality and bill far more hours with delayed project delivery. This is generally not okay.

  • It’s not uncommon for work performed by a more junior consultant to be reviewed by an architect or more senior consultant. The key is quality work and to not have to endure the growing pains of possibly training and paying for a new, less experienced consultant. If this is occurring and the client is being billed for both consultants, clearly the client is paying to help develop that junior resource. Not good. A good partner will bill you fairly but it can be hidden in a bloated final project bill.
  • If you’re charged a great rate but receive virtually nothing in return, you don’t really care about a low bill rate. Lower quality work, projects taking longer to complete and an overall, dissatisfied feeling are the symptoms. Again, not good.
  • In general, it’s about quality. It begins in the pre-work discovery to ensure it’s completed with both short and long term objectives in mind. It continues with the project requirements and design. And, representative scripts and data testing hopefully ensure that relevant use cases are completed before it moves to production. Because of the interdependency of ERP systems, good partners realize that both configuration and customization changes may impact up and down stream transactions and processes. There’s a fine line between mitigating risk and eliminating risk during the discovery and again, good partners will walk this line and at least advise clients as to the impact of any changes in the system. It’s one of the reasons that repurposing fields/data is not a good idea.
  • Experience – Whether it’s functional or industry, good partners blend an approach that avoids pitfalls and painting oneself into a corner while also not being overbearing or attempting to demonstrate what an expert they are (and, what a layperson you are). It’s both art and science and the best consultants provide quality work and inject their expertise when necessary but also seem very humble in the process.

Any of this sound familiar? In need of a second opinion?



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