reference questions for a software vendor

WHAT QUESTIONS SHOULD I ASK A REFERENCE FOR A SOFTWARE VENDOR? THE INFOLIST SERIES BACKGROUND Was this your first computer system? Did you speak to other users before purchasing it? If yes, what did they tell you about the software vendor? Are there other users that you know of that I could talk to? When was your system installed? REFERENCE SPECIFIC In what capacity have you used the vendor? Hardware Telephone support Software Modem support Custom programming Hardware maintenance Training Software maintenance What hardware did you buy from the vendor? Did you have any major problems during or since the installation of hardware? What software was provided by the vendor? Accounts payable Point-of-sale Accounts receivable General ledger Inventory management Payroll Purchasing Report writer Order entry Other Have you had any software problems during and since the installation? If yes, describe the problem and the vendor's resolution including response time. Is the software well-supported? What training and support responsibilities do you have in your current position? How much of it involves training and support on a computer system? What type of documentation have you been involved with creating for training and computer system operations? New user guide Network documentation What is the example of a disastrous computer/automation experience that you have been a part of? How did you correct the problem? How did you placate the irate users? What are the techniques you use to help users learn and adapt to the changes in their job responsibilities? What user frustrations have you encountered during training and ongoing support? How do you counter them? What do you like about training and providing assistance to others? Very often, a person filling this type of position can become indispensable to a company. What procedures and plans would you have to help the company not be too reliant on just one person?

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Page 1: Reference Questions for a Software Vendor

WHAT QUESTIONS SHOULD I ASK A REFERENCE FOR ASOFTWARE VENDOR?

THE INFOLIST SERIES

BACKGROUND Was this your first computer system? Did you speak to other users before purchasing it? If yes, what did they tell you about the software vendor? Are there other users that you know of that I could talk to? When was your system installed?

REFERENCE SPECIFIC In what capacity have you used the vendor?

Hardware Telephone supportSoftware Modem supportCustom programming Hardware maintenanceTraining Software maintenance

What hardware did you buy from the vendor? Did you have any major problems during or since the installation of hardware? What software was provided by the vendor?

Accounts payable Point-of-saleAccounts receivable General ledgerInventory management PayrollPurchasing Report writerOrder entry Other

Have you had any software problems during and since the installation? If yes, describe the problem and the vendor's resolution including response time. Is the software well-supported? What training and support responsibilities do you have in your current position? How

much of it involves training and support on a computer system? What type of documentation have you been involved with creating for training and

computer system operations?New user guideNetwork documentation

What is the example of a disastrous computer/automation experience that you have been a part of? How did you correct the problem? How did you placate the irate users?

What are the techniques you use to help users learn and adapt to the changes in their job responsibilities?

What user frustrations have you encountered during training and ongoing support? How do you counter them?

What do you like about training and providing assistance to others? Very often, a person filling this type of position can become indispensable to a

company. What procedures and plans would you have to help the company not be too reliant on just one person?

CONCLUSION Is there anything you would like to ask us?

This information is being provided simply to give you a better understanding of some of the issues related to performing a reference check on a software vendor. No final conclusions should be reached by completing this InfoList without further review and consultation. If you have any questions contact me at 410-736-9875.

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