PC Setup & Help Desk Services for Medical Devices Company
Please find under a summary covering project details and feedback. The innate facts are kept as they are, private information is amended.
Introductory information
A fast induction on the buyer’s organisation
We are a division of a major pharmaceutical organisation and make medical devices and kindred disposables. I am the director of indirect bestow for the organisation.
Desired goal
What challenge were you trying to address with Pomeroy?
We were attempting to better the labor level for the purchase, installation, shape, support, livelihood, and disposal of our PCs. When we wrote our primary RFP [request for offer], we knew what our kindred and total costs would be, and were attempting to evaluate if the work could be done more efficiently, reducing the total cost of ownership for our PCs.
Provided solution
What particular tasks were Pomeroy- Out of Business responsible for?
We negotiated prices with our preferred computer-kindred equipment suppliers for PCs, laptops, servers and so on, and were looking at how we could lessen the time needed for getting them onto end-users', desks. We also needed to care the users to be running with software, minimizing our helpdesk costs and ensuring that, when the units were disposed of, the information on them would be wiped according to DoD specifications.
How did you come to work with Pomeroy?
We have a formalized RFP/RFQ process which is documented and developed based on the collaboration of appropriate departments, legitimate and acquirement, as well as end-users. These documents have been courtly over a 20-year time, and, anytime we go through an RFP or terminalize a bid, we do a review behind the contract is awarded, and modify the appropriate inner documents, constantly improving what we have.
How much have you invested with Pomeroy?
The cost of Pomeroy',s work has been separate millions of dollars per year, over a three-year time.
What is the terminal result of working with Pomeroy- Out of Business?
We have been working with Pomeroy for a pliant over three years. We have made a one-year extension to our primary contract.
Results achieved
Could you share any evidence that would prove the productivity, condition of work, or the contact of the engagement?
What we have realized is that, when establishing KPIs [key accomplishment indicators], we have to take a look at more than the end-results. The biggest effect we',ve had, and the reason for going out for a bid, was that those KPIs are normally kindred to business effects and to how we had done the work in the past. We establish that, when we set outsourcing labors, there are ethnical factors which are taken for granted, and for which normally there aren',t established KPIs. This is the reason for our running bid: we',ve included KPIs which are more geared towards the personals which will be interfacing with us on a daily basis.
How did Pomeroy accomplish from a project treatment standpoint?
One of the points in our RFP addressed the certifications of the personals we',d be intercourse with on-website. Pomeroy has maintained a certification and apprehension level for all the nation they',ve assigned us. There are three nation from Pomeroy assigned on-website to our createings.
What we believed worked extremely well was Pomeroy',s power to acquire computers, accomplish basic loads on them at a distant website, and fetch them into our createings so that our employees could terminalize the software load on the PCs and meet personal requirements. Different nation need different loads: engineers need engineering software, while accountants don',t.
What did you find most forcible almost Pomeroy?
They are nice, apprehensionable nation, and this is Pomeroy',s area of expertise.
Are there any areas Pomeroy could better?
On the denying side, we have given up some of the interpersonal relationships, since we can',t extend out and touch them. The interaction has to be done via telephone, teleconference, or quarterly review meetings. For sample, we had primaryly anticipated that the terminal installation would be done at the end-users', desks within the timeframe prescribed, but Pomeroy interpreted this to mean that the software would be artistic at their desks, and not installed. While the computer was functional, it was not at the end user',s desk.
The major effect we',ve assessed through our KPIs is that Pomeroy is not powerful in provisions of managing nation distantly. We have five createings and three nation from Pomeroy',s team working for us. Some of them would sometimes disappear, and we couldn',t track them down.
