Vendor Management
3/3/2016
Vendor Management – Partnering to Build Compliant and Service Friendly Relationships David R. Glezerman, MCE Asst. VP/Bursar, Temple University Thursday, March 10th, 2016
Title
Subtitle Name ©2016 International. Rights Reserved. ©2015 ACAACA International. All All Rights Reserved.
Legal Disclaimer Any content included in this presentation or discussed during this session (“Content”) is presented for educational and general reference purposes only. ACA International, either directly or indirectly through speakers, independent contractors, employees or members of ACA International (collectively referred to as “ACA”) provides the Content as a courtesy to be used for informational purposes only. The Contents are not intended to serve as legal or other advice. ACA does not represent or warrant that the Content is accurate, complete or current for any specific or particular purpose or application. This information is not intended to be a full and exhaustive explanation of the law in any area, nor should it be used to replace the advice of your own legal counsel. ACA is the sole owner of the Contents and all the associated copyrights. ACA hereby grants a limited license to the Contents solely in accordance with the copyright policy provided at www.acainternational.org. By using the Contents in any way, whether or not authorized, the user assumes all risk and hereby releases ACA from any liability associated with the Content. The views and opinions of the speakers expressed herein are solely those of the presenters and not ACA International. 2
©2016 International. Rights Reserved. ©2015 ACAACA International. All All Rights Reserved.
1
3/3/2016
Vendor Management • Is this strictly a client-vendor relationship? • How does living this process as business partners enlighten and enhance the relationship? • What does everyone gain from a partnering relationship? 3
©2016 International. Rights Reserved. ©2015 ACAACA International. All All Rights Reserved.
Basics in Today’s World • Compliance • Collections • Customer Service • Communications 4
©2016 International. Rights Reserved. ©2015 ACAACA International. All All Rights Reserved.
2
3/3/2016
Compliance • What? – Statutes – Regulations – Policies – Procedures – Guidelines
5
©2016 International. Rights Reserved. ©2015 ACAACA International. All All Rights Reserved.
Compliance • Who? – Federal – State – City/County – Client – Other vendors
6
©2016 International. Rights Reserved. ©2015 ACAACA International. All All Rights Reserved.
3
3/3/2016
Collections • Maximize recoveries • Minimize complaints • Manage credit policies • Mitigate risk 7
©2016 International. Rights Reserved. ©2015 ACAACA International. All All Rights Reserved.
Collections • 1st party collectors • 3rd party collectors – Selection – Retention – Expectations – Coordination
8
©2016 International. Rights Reserved. ©2015 ACAACA International. All All Rights Reserved.
4
3/3/2016
Customer Service • • • •
Maintain your customer base Corporate philosophy More money from honey Build or buy?
9
©2016 International. Rights Reserved. ©2015 ACAACA International. All All Rights Reserved.
Customer Service • Complaint Management – Why? – What? – Who?
• Tracking and trending complaints 10
©2016 International. Rights Reserved. ©2015 ACAACA International. All All Rights Reserved.
5
3/3/2016
Customer Service • “Gotcha?” • Consumer knowledge/understanding – Financial literacy
• Credit vs. collections?
11
©2016 International. Rights Reserved. ©2015 ACAACA International. All All Rights Reserved.
Customer Service • Satisfaction vs. Resolution – Payment in Full – Arrangements – Non-monetary solution
• One-time vs. repeat consumer • Long-term relationship 12
©2016 International. Rights Reserved. ©2015 ACAACA International. All All Rights Reserved.
6
3/3/2016
Achieving the 3 C’s • Setting Expectations • Communications • Understanding • Philosophy 13
©2016 International. Rights Reserved. ©2015 ACAACA International. All All Rights Reserved.
Achieving the 3 C’s • Training • Benchmarking • Checking the Data • Audit/Review 14
©2016 International. Rights Reserved. ©2015 ACAACA International. All All Rights Reserved.
7
3/3/2016
Vendor Management • Best practices among good partners • What to look for? • How do partners manage their vendors?
15
©2016 International. Rights Reserved. ©2015 ACAACA International. All All Rights Reserved.
Vendor Management • Best practices among quality partners • What to look for? • How do partners manage their vendors?
16
©2016 International. Rights Reserved. ©2015 ACAACA International. All All Rights Reserved.
8
3/3/2016
Questions???
David Glezerman [email protected]
17
©2016 International. Rights Reserved. ©2015 ACAACA International. All All Rights Reserved.
Session Evaluation Please take a moment to complete the evaluation for this session using the Spring Forum Mobile App on your mobile device • • • •
18
Find this session on the ‘Schedule’ tab Scroll down to ‘Forms’ Select ‘Session Evaluation’ Respond to the survey a press submit!
©2016 International. Rights Reserved. ©2015 ACAACA International. All All Rights Reserved.
18
9
Vendor Management – Partnering to Build Compliant and Service Friendly Relationships David R. Glezerman, MCE Asst. VP/Bursar, Temple University Thursday, March 10th, 2016
Title
Subtitle Name ©2016 International. Rights Reserved. ©2015 ACAACA International. All All Rights Reserved.
Legal Disclaimer Any content included in this presentation or discussed during this session (“Content”) is presented for educational and general reference purposes only. ACA International, either directly or indirectly through speakers, independent contractors, employees or members of ACA International (collectively referred to as “ACA”) provides the Content as a courtesy to be used for informational purposes only. The Contents are not intended to serve as legal or other advice. ACA does not represent or warrant that the Content is accurate, complete or current for any specific or particular purpose or application. This information is not intended to be a full and exhaustive explanation of the law in any area, nor should it be used to replace the advice of your own legal counsel. ACA is the sole owner of the Contents and all the associated copyrights. ACA hereby grants a limited license to the Contents solely in accordance with the copyright policy provided at www.acainternational.org. By using the Contents in any way, whether or not authorized, the user assumes all risk and hereby releases ACA from any liability associated with the Content. The views and opinions of the speakers expressed herein are solely those of the presenters and not ACA International. 2
©2016 International. Rights Reserved. ©2015 ACAACA International. All All Rights Reserved.
1
3/3/2016
Vendor Management • Is this strictly a client-vendor relationship? • How does living this process as business partners enlighten and enhance the relationship? • What does everyone gain from a partnering relationship? 3
©2016 International. Rights Reserved. ©2015 ACAACA International. All All Rights Reserved.
Basics in Today’s World • Compliance • Collections • Customer Service • Communications 4
©2016 International. Rights Reserved. ©2015 ACAACA International. All All Rights Reserved.
2
3/3/2016
Compliance • What? – Statutes – Regulations – Policies – Procedures – Guidelines
5
©2016 International. Rights Reserved. ©2015 ACAACA International. All All Rights Reserved.
Compliance • Who? – Federal – State – City/County – Client – Other vendors
6
©2016 International. Rights Reserved. ©2015 ACAACA International. All All Rights Reserved.
3
3/3/2016
Collections • Maximize recoveries • Minimize complaints • Manage credit policies • Mitigate risk 7
©2016 International. Rights Reserved. ©2015 ACAACA International. All All Rights Reserved.
Collections • 1st party collectors • 3rd party collectors – Selection – Retention – Expectations – Coordination
8
©2016 International. Rights Reserved. ©2015 ACAACA International. All All Rights Reserved.
4
3/3/2016
Customer Service • • • •
Maintain your customer base Corporate philosophy More money from honey Build or buy?
9
©2016 International. Rights Reserved. ©2015 ACAACA International. All All Rights Reserved.
Customer Service • Complaint Management – Why? – What? – Who?
• Tracking and trending complaints 10
©2016 International. Rights Reserved. ©2015 ACAACA International. All All Rights Reserved.
5
3/3/2016
Customer Service • “Gotcha?” • Consumer knowledge/understanding – Financial literacy
• Credit vs. collections?
11
©2016 International. Rights Reserved. ©2015 ACAACA International. All All Rights Reserved.
Customer Service • Satisfaction vs. Resolution – Payment in Full – Arrangements – Non-monetary solution
• One-time vs. repeat consumer • Long-term relationship 12
©2016 International. Rights Reserved. ©2015 ACAACA International. All All Rights Reserved.
6
3/3/2016
Achieving the 3 C’s • Setting Expectations • Communications • Understanding • Philosophy 13
©2016 International. Rights Reserved. ©2015 ACAACA International. All All Rights Reserved.
Achieving the 3 C’s • Training • Benchmarking • Checking the Data • Audit/Review 14
©2016 International. Rights Reserved. ©2015 ACAACA International. All All Rights Reserved.
7
3/3/2016
Vendor Management • Best practices among good partners • What to look for? • How do partners manage their vendors?
15
©2016 International. Rights Reserved. ©2015 ACAACA International. All All Rights Reserved.
Vendor Management • Best practices among quality partners • What to look for? • How do partners manage their vendors?
16
©2016 International. Rights Reserved. ©2015 ACAACA International. All All Rights Reserved.
8
3/3/2016
Questions???
David Glezerman [email protected]
17
©2016 International. Rights Reserved. ©2015 ACAACA International. All All Rights Reserved.
Session Evaluation Please take a moment to complete the evaluation for this session using the Spring Forum Mobile App on your mobile device • • • •
18
Find this session on the ‘Schedule’ tab Scroll down to ‘Forms’ Select ‘Session Evaluation’ Respond to the survey a press submit!
©2016 International. Rights Reserved. ©2015 ACAACA International. All All Rights Reserved.
18
9
