When you don't know where to start, start with what you know.  Ask
yourself and staff what works and what doesn't.  What do you like about
your present service (assuming you have one!) and what don't you like?
Make a list and set up a meeting with your account rep.  Send them the
list ahead of time and tell them that you want to discuss expectations
and/or performance measures.

Another starting point is the vendor's own list of promised
features/goods.  If they use vague statements to describe their service
ask them to be specific.  Ask them what do they mean by "Prompt and
reliable customer service"?  Is that a two hour turnaround during
workweek or 24 hour or 2 day?

Then put it in writing and be sure they agree (preferably in writing)
to it.  This doesn't have to be anything formal.  It is nothing more
than meeting notes.

Of course, this all goes well when you have a competent and responsive
account rep.  However, you are paying for a service and it is in their
best interest to serve you well.

I hope this is helpful.  I know it is not very specific but an
evaluation or review of service does not necessarily have to be on the
order of a request for proposal.

Good luck!
Kristi

Kristina DeShazo
Electronic Serials Librarian
Oregon Health & Science University
Mailcode: LIB
3181 SW Sam Jackson Park Road
Portland, OR 97239-3098
(503) 494-1637
mailto:deshazok@ohsu.edu

>>> kmaxwell@MIT.EDU 10/11/2004 7:40:58 PM >>>

I didn't receive a single response, either to the list or to me
personally, to this post I made a few weeks ago about vendor evaluation.
I'll take that to mean that either no one knows if there's an updated
bibliography, or there isn't one.

New, related question: how do you tell how your vendors are doing? What
standards do you set, what expectations do you have, how do you
communicate them, and how do you measure them?  All ideas, comments, and
suggested reading materials are welcome.  I'd be glad to summarize for the
list.

Thanks,

Kim Maxwell

_______________________________________
Kim Maxwell
Serials Acquisitions Librarian
Massachusetts Institute of Technology
MIT Libraries, Room 14E-210
77 Massachusetts Ave.
Cambridge, MA 02139-4307
phone: 1-617-253-7028
fax:   1-617-253-2464
email: kmaxwell@mit.edu

>Date:         Mon, 27 Sep 2004 14:55:24 -0400
>From: Kim Maxwell <kmaxwell@MIT.EDU>
>To: SERIALST@LIST.UVM.EDU
>Subject: [SERIALST] Vendor Evaluation: is there an updated
bibliography?
>
>I have the following article, and am wondering if anyone knows of an
>updated version:
>
>Chafa, Zary M., et. al. "Vendor Evaluation: A Selected Annotated
>Bibliography, 1955-1987." Library Acquisitions, Practice & Theory,
v.12
>(1988) p. 17-28.
>
>Abstract:
>This annotated bibliography, aimed at acquisitions and collection
>development librarians, gathers and organizes the scattered materials
on
>performance evaluation of library material vendors (i.e., jobbers,
>wholesalers, serial agents, and publishers). The authors, the Vendor
Study
>Group of the Association for Higher Education of North Texas, cite the
most
>significant items found on vendor performance written between 1955 and
the
>first half of 1987. Excluded are citations concerned with approval
plans
>and those with marginal relevancy to the subject. The bibliography is
>organized into two categories: (1) Methodologies and Studies and (2)
>Supporting Materials.
>
>I checked Library Literature and didn't find anything more recent
>there.  Is anyone working on such a bibliography, or do you know of a
>similar resource?
>
>Thanks for checking,
>
>Kim Maxwell
>
>_______________________________________
>Kim Maxwell
>Serials Acquisitions Librarian
>Massachusetts Institute of Technology
>MIT Libraries, Room 14E-210
>77 Massachusetts Ave.
>Cambridge, MA 02139-4307
>phone: 1-617-253-7028
>fax:   1-617-253-2464
>email: kmaxwell@mit.edu