Responsibility of Vendor Oversight

In response to the sudden closure of a key technology vendor, ASAE Technology Professionals Advisory Council (TPAC) convened an emergency meeting to address the crisis. This urgent gathering was featured in a special episode of the Association Tech Insider podcast, where industry experts like Gretchen Steenstra , Joanna Pineda , Ray van Hilst , Nicole Araujo, CAE , Stephen Tidmore, Reggie Henry, CAE , and Alexandra Biddle Mouw, CAE were brought together. The experts discussed the criticality of robust vendor management strategies, stressing the need for thorough preparation, proactive communication, and strategic alignment to navigate such unexpected challenges effectively.

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Here are seven suggestions from each of our panelists of things you can do to have the right amount of oversight when managing a vendor.

1. Emergency Preparedness and Response

Gretchen Steenstra emphasized the need for robust emergency plans: "We're going to talk about what happens if you do have an emergency and your vendor disappears or the quality goes down the toilet, and you have to do something quickly." Associations must be ready to handle sudden vendor failures or service declines to ensure minimal disruption to their operations.

Regular updates to vendor management strategies and emergency plans are crucial. This proactive approach helps maintain service delivery standards and ensures quick adaptation to crises.

2. Effective Communication

"Embrace the circle of trust... Amazing things happen when you build trust throughout the project," said Ray van Hilst. Effective communication, founded on trust, aligns both parties' expectations and facilitates quick issue resolution.

Establishing regular communication routines, including updates and strategic meetings, can prevent misunderstandings and strengthen long-term collaboration. Ensuring vendors are fully aware of the association’s needs leads to better service delivery.

3. Documentation and Access to Information

Joanna Piñeda highlighted the importance of thorough documentation: "Well, for example, they should know what they have. They should know who their partners are... and they should have a budget for keeping things upgraded." Proper documentation supports compliance and smooth transitions when changing vendors.

Keeping detailed records of all vendor interactions, contracts, and technical details helps resolve disputes and provides valuable information for strategic planning and audits.

4. Vendor Relationship Management

"Your partner should be educating. But I also think really strong project management... is part of that partnership that needs to happen," Nicole Araujo explained. Effective vendor management involves proactive engagement and structured processes to ensure projects align with strategic objectives.

Regular performance evaluations and clear communication of expectations are vital for fostering innovation and ensuring vendors contribute meaningfully to the association's mission.

5. Technical and Contractual Knowledge

Understanding the technical and contractual details of vendor services is crucial. "I handle all the technical aspects. I oversee a team of web developers and work really closely with clients on technical discoveries and playing out integrations and full, large, complex site builds," said Stephen Tidmore.

Training staff to understand technology and contractual obligations, including SLAs and data security provisions, safeguards the association from potential pitfalls and strengthens negotiation positions.

6. Strategic Involvement of Leadership

Reggie Henry discussed leadership's role: "Thank the Tech Council for showing leadership in times when it needs to be shown." Senior executives should actively participate in vendor management to ensure that these relationships support the association's goals.

Leadership involvement signals the strategic importance of vendor services and ensures decisions are made with a long-term perspective, transforming vendor relationships into collaborative partnerships.

7. Preparation for Transition

"Trust your spidey sense, if something doesn't seem quite right, raise your hand," advised Alex Mouw. Associations should be prepared for transitions in vendor relationships, involving detailed plans for changing services smoothly.

Conducting regular vendor evaluations and updating transition plans help associations adapt quickly to changes, maintaining agility in their vendor relationships.

Managing vendor relationships extends beyond service agreements; it involves building strategic partnerships that align with organizational goals. The insights from TPAC leaders show that preparation, communication, and strategic oversight are essential for successful vendor management. These relationships should be actively maintained and adapted to changing circumstances to support the association's mission effectively. Through informed management practices, associations can navigate challenges adeptly and leverage these relationships for long-term success.

Note: AI and humans were used to craft this article and it is based on the actual conversation.