Appendix B - SMCCD Customer Service Requirements
Using Microsoft Word, type answers for the following requirements within the Response. Answers
should be comprehensive and complete.
General Information
1. Please provide the contact information of your local representative for our account.
Response
2. Does your Company provide web order service?
Response
3. Does your Company provide inventory service?
Response
4. Has your company partnered with customers in the past to provide “Just in Time (JIT) Delivery”? If
so, describe the success your firm has had with this service. Provide how your JIT delivery process
functions. Include specific inventory information and cost savings results from other clients that were a
result of the JIT service your firm provided.
Response
For the following questions, positive scores (1-5) to each question will be graded per response. If the
vendor omits a response, the score will be zero for that question. As mentioned above, the service
specification section will be a determinant for ultimate bid award. The results of the section will be
considered along with the pricing component of this bid to determine qualified vendors.
Product Delivery
1. What is the latest time during the day that an order can be placed for next day delivery?
Response
2. Our standard is 72-hour notification for scheduled deliveries of supplies. Will you be able to
provide this notification?
Response
3. What procedures will you put in place to ensure that our goods are delivered only to Campus
Facilities Department Staff?
Response
Quality Assurance
1. What is your procedure for communicating and obtaining approval for substitutions of specified
products?
Response
2. What is your procedure for handling of returns and defective merchandise?
Response
3. Will returned and defective merchandise be picked up at no additional cost to the District?
Response
Installation and Quality Control
1. Does your Company provide initial installation and materials for dispensers?
Response
2. Will labor and materials be provided for dispenser installation at no cost to the District?
Response
3. Does your Company provide materials and labor for any other equipment in addition to dispensers?
Response
4. How does your local representative ensure quality control of products and delivery service?
Response
Training
1. Do you provide on-site training on the use of your custodial products and/or general custodial
operations?
Response
2. Will these trainings be at no additional cost to the District?
Response
3. Describe any training seminars that your Company offers locally.
Response