IBM tools revamp targets Microsoft

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Perhaps it wasn't explained to you correctly

I don't usually contribute but I didn't want to let this one pass by unnoticed. The COSCard (Condition of Satisfaction Card) process is designed to SUPPLEMENT the contract in that it recognizes that there are things that might not have got captured in the original agreement that are important to the customer - especially since the agreements are generally long term and things change over time. The COSCard is a key tool for our customers to tell us what is important to them and have us measured by that on a regular basis. IBM'ers and partners participating in the solution are actually measured on their COSCard score and we take it very seriously (more so in some instances than the actual letter of the agreement). Of course we also live and die by our ability to fulfill the obligations of the agreement but at the end of the day if we can't sign repeat business with our customer, we judge the engagement to be a failure.

I suspect from the tone of your note that you have had a negative experience on a project with us and have not been properly shown how to use this tool to your best advantage. I would encourage you to take this up with your IBM account representative or your IBM Global Services Principal as they will be quite interested in making sure that you are satisfied at the end of the day.

This is by no means a perfect process, nor is the only one we rely on to indicate our customer's satisfaction (we also initiate random blind 3rd party surveys, independant project reviews - where the reviewer actually talks to the project sponsors, and regular executive reviews from the sales teams) but it is one that is usually very effective when used consistently by the client. (Our folks are also measured negatively by NOT having COSCards filled out). It sounds like your case has fallen through the cracks some how and I'd encourage you to take it up with the folks I mentioned (or their managers if they are someway involved).

I'm not sure I'll be able to find my way back here for comments on this response, but I'd be happy to go to bat for you to resolve this issue.

Posted by: mapsonburt   Posted on: 12/12/03 You are currently: a Guest | Members login | Terms of Use

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