The Time vs. Quality Tug of War

It seems that no matter what the project, internal human resources and training organizations are constantly battling the time versus quality “tug of war.” Our clients face a constant struggle to deliver at the speed of business which translates to less time for us, the vendor, to deliver the high-quality product they have come to expect.

This begs the question; when is the best time to bring in your vendor? Customers often decide to leave their vendor out of upfront project discussions for fear of increased cost or churn. This might be an effective strategy if a vendor is unknown to the customer; however, when a trusting relationship exists, it’s often more cost-effective to include the vendor in strategy sessions in order to gain agreement on project objectives. Ultimately, doing so can also reap rewards beyond dollars.

This idea is a paradigm shift for most customers who see vendors as serving a purely transactional role in project deliverables versus one of partnership in helping to shape strategy and long-term outcomes. It has been my experience that our most cost-effective and creatively successful projects have resulted from gaining an invitation to the blank whiteboard in a consultative capacity with key internal stakeholders at project inception. It is there that we can assist our customer in fleshing out objectives and matching those with capabilities. Often, our customers are astounded at what we can do versus what they may have “assigned” to us in lieu of our involvement in the brainstorming process.

If the bottom line is the ultimate concern, it has also been our experience that being in sync with the customer’s vision and objectives and understanding the key project drivers cuts down on dreaded scope creep. When vendors are only allowed limited access to internal background information they run the risk of making project decisions that are not in alignment with customer goals – resulting in further revision cycles (time) and increased cost. Conversely, knowledgeable vendors are able to make more informed decisions and consult with customers on a deeper level throughout the life cycle of a project.

Ask yourself the following questions to determine when it is the best time to bring a vendor to the table for your next project:

• Will this project require tight turnaround?
• Do you trust your vendor?
• Does your vendor truly understand your business?
• Do you lack a clear understanding of all of your vendor’s capabilities?

If you answered yes to any or all of these questions, you should consider inviting your vendor to the table when project discussions begin to increase your chances that the time vs. quality tug of war will result in a draw – leaving you a winner in the eyes of your organization.