Latest / Medsolve Dynamics / The Service Contract Renewal Conversation Most Rad Onc Programs Have Already Lost
Transcript
- Yoel Bakas: Your service contract is one of the largest items your program pays for every year. Most programs don't measure performance against it. They pay the bill. They call when the machine goes down and they renew when the contract is up. But guess who measures everything? The vendor. The vendor tracks every metric. Five specific ones they track are the following. Uptime delivered versus quoted uptime. Response time against contracted dispatch uptime. PMIs delivered against contracted hours. Parts replaced under coverage versus parts billed And first call resolution rate. Inside the vendor, every one of those rolls up to the performance for that particular service manager and particular service team. The vendors know your numbers cold. What happens to renewal is a conversation that you've already lost. The vendor brings favorable numbers. And the program has no independent way to verify this. The gap is not in the contract language. The gap is in the measurement. The fix is mechanical. The data exists. Most of it is in a vendor portal that you may even have access to, but few programs access. The rest sits in your own dispatch log, which many programs don't keep. Pull the data quarterly and reconcile it against the contract. Build a quarterly service review around what was delivered versus what was not rather than around the bill. Before the next service meeting, the question worth asking is this: What was your actual uptime versus what the vendor shows? That question changes the conversation.