1. How can I categorize my suppliers?

It is a fact that "not all suppliers are created equal" and because of this we need a scientific method of categorizing our suppliers so that each gets the amount of attention that is most applicable.

The most appropriate way to categorize suppliers is based on the risk and impact of using that supplier, against the value and service that they bring.

If we take a simple x-y diagram and plot low to high on the x-axis for Risk and Impact and low to how on the y-axis for value and importance we can then position four (4) different categories on the chart.

1. Commodity suppliers (low-low) as expected have low value, readily available services that can sourced from multiple suppliers.


2. Operational suppliers (hi value - low risk and high risk - lower value) are seen as requiring infrequent, but still regular contact, junior management ownership at operational level.


3. Tactical suppliers (mid on both value and risk) are characterized by significant commercial activity, middle management ownership with regular contact and review meetings.


4. Strategic suppliers (high-high) - these are significant partners, sharing confidential strategic information, owned at senior management level with regular, frequent contact and reviews.

2. What are ways that we can measure QUALITY in an organization?

Typically responses are based on customer satisfaction surveys as a mechanism for understanding PERCEPTIONS OF QUALITY, but what about the MEASUREMENT OF QUALITY?

This is where we rely on standards and external auditors. A standard like ISO 20000 can be applied to a service provider organization/unit and if successful it becomes a (just one) measure of quality.

3. What is the value in understanding Expectation Management?

Managing customer expectations is perhaps one of the most powerful tools that most IT professionals do not know how to use!!

Promises are made regarding delivery and performance of services and rarely achieved. In discussions regarding required service levels Customers hear what they want to hear; which may not be what you as the service providing is representing. This is why we must use Expectation Management to our advantage.

Do not over promise and under deliver, rather be cautious in what you agree to and if you exceed that level then you have earned a good reputation.

Also during negotiations restate what has been agreed, but using different language and different emphasis. This is to test that you both still do share a common understanding about requirements and deliverables.

4. Who is Quintica?

When it comes to driving business benefits from the delivery of higher quality IT services, then a “service focused approach” is the only option. Quintica has helped organizations to conquer the challenges of adopting a service based approach in a way that adds real benefit to any organization. This approach utilizes a variety of resources from IT Strategy Formulation, Solution Implementation, Human Capital up skilling through to Best-Practice and Governance.

Quintica’s own service lines are based around our “Lines of Service” offerings. These lines of service allow our customers to select from a comprehensive portfolio. The portfolio gives our customers the flexibility to involve us at specific points in their own journey of improvement or to engage us for major service improvement and management projects. The following list is an indication of some of the portfolio offering:

Consulting Services Q-Journey is a structured approach for delivery of real improvements for an organization, both in terms of enhanced quality and lower costs of delivery. Q-Journey is further complemented with specialist consulting in:

• Risk Management

• Integration Consulting

• Business Value Consulting

• Architecture Design

• Governance

• Project Office

Technology Services

Solutions based around world class software products is an integral part of Quintica’s value proposition. Software solutions are fully integrated into our consulting and education programs and include:

• BMC Remedy

• Symantec

• Marval

• Casewise

• Enterprise Service Bus

Education Services Fully accredited and independently assessed training programs is a critical part of the skills transfer offering from Quintica. We offer a variety of programs including:

• ITIL Foundation

• ITIL v3 Service Capability

• ITIL v3 Service Lifecycle

• ISO 20000

• Business Service Management

• Professional/Soft Skills

Placement Services

There is no doubt that finding the right people, with the right skills is critical to the success of any organization. Quintica uses its skills in the discipline of IT Service Management professionals to source, vet and present potential candidates for employment within your business.

The Quintica portfolio is supported by a variety of niche solutions including our Education web site (www.q-campus.net) and our online resource centre (www.q-deal.net).

5. What is a SIP?

SIP is an acronym for Service Improvement Plan.

The SIP is a specialist plan put in place to address underperforming levels of service delivery. They are created as a result of major or continual breach of agreement and it is generally necessary to involve internal and/or external suppliers of supporting services.

6. Who or What is Q-Fusion Managed Services?

Most organizations now understand the time, effort and resource cost that is required to manage the delivery, improvement and protection of IT services to its end users and customers. This realization has led to many companies seeking to outsource elements of their infrastructure to a variety of different companies that have specialist skills in only one or two areas.

Q-Fusion represents a new age in Managed Operations for any sized organizations. Q-Fusion provides a total Managed Service solution that incorporates not only the technical infrastructure of your organization, but also the management of any other required third party providers. The obvious benefit of this unique industry offering is that your business now has a “true Single Point of Contact” for any infrastructure related issue.

The Q-Fusion 5 state continuum builds on the traditional business model where organizations would look to specialist companies to provide consulting, system build and maintenance operations. Q-Fusion completes the picture by providing organizations the next two steps, Operate and Own.

Operation means that Q-Fusion manages the staff and other resources necessary to run your infrastructure on your site. The right staff for the right job. The right mix of technical and communication skills that are managed to work as a true team.

The ultimate stage in the continuum is Own and is defined by the QV-Capital phase. This stage migrates your infrastructure to our secure, fully managed and protected off-site environment. In today’s environment technical infrastructure does not have to be taking up valuable real estate in your organization. The added costs of fire suppression, air conditioning and clean power to run your infrastructure is a distraction to your core business operation. QV-Capital as part of the Q-Fusion slution gives you the mechanism to focus on the things that are most important to your organization.

For more information on Q-Fusion contact Charles Osburn (charles.osburn@quintica.net)

(Dubai, Nairobi, United Kingdom, South Africa)

Vew the 5 stage Q-Fusion Continuum model