vendor-dispatch-and-sla-review

name	Vendor Dispatch and SLA Review
slug	vendor_dispatch_sla_review
version	0.1.0
status	draft
category	residential_multifamily
subsystem	residential_multifamily
pack_type	workflow
targets	["claude_code"]
stale_data	Vendor scorecard thresholds, SLA bands, and rotation discipline rules are overlay-driven. Vendor insurance and licensure tracking depends on the reference being current; stale vendor certs must surface at review.
applies_to	{"segment":["middle_market"],"form_factor":["garden","walk_up","wrap","suburban_mid_rise","urban_mid_rise"],"lifecycle":["stabilized","renovation","lease_up","recap_support"],"management_mode":["self_managed","third_party_managed","owner_oversight"],"role":["property_manager","maintenance_supervisor","regional_manager","asset_manager"],"output_types":["scorecard","kpi_review","memo"],"decision_severity_max":"action_requires_approval"}
references	{"reads":["reference/normalized/approved_vendor_list__{market}.csv","reference/normalized/vendor_rate_cards__{market}.csv","reference/normalized/vendor_sla_policy__{org}.yaml","reference/normalized/approval_threshold_defaults.csv"],"writes":[]}
metrics_used	["repeat_work_order_rate","work_order_aging","open_work_orders"]
escalation_paths	[{"kind":"vendor_cert_expired","to":"property_manager -> regional_manager (preferred status removed)"},{"kind":"vendor_contract_signature","to":"asset_manager -> legal (row 19)"},{"kind":"performance_dispute","to":"regional_manager -> asset_manager"}]
approvals_required	["vendor_contract_signature","vendor_preferred_list_change"]
description	Weekly and quarterly review of dispatch SLA adherence and vendor performance. Produces a vendor scorecard per market and trade, flags underperformers, verifies insurance and licensure freshness, and proposes rotation actions. Vendor contract changes are routed for approval.

Vendor Dispatch and SLA Review

Workflow purpose

Keep the approved vendor list accurate, the SLAs enforced, and underperformers rotated out. Produces the scorecard and the rotation proposal; does not unilaterally change preferred-list membership.

Trigger conditions

• Explicit: "vendor scorecard", "SLA review", "review dispatch", "rotate vendor".
• Implicit: repeat_work_order_rate above overlay threshold for a vendor; vendor license or insurance expiry within overlay window; SLA breach pattern.
• Recurring: weekly property-level SLA check; quarterly portfolio-level vendor scorecard.

Inputs (required / optional)

Input	Type	Required	Notes
WorkOrder log (T90)	table	required	dispatch_ts, completed_ts, vendor_id
Vendor list + certs	table	required	insurance, license dates
Vendor rate cards	csv	required	for pricing discipline view
SLA policy overlay	yaml	required	SLAs by priority and trade
Repeat WO history	derived	required	input to scorecard

Outputs

Output	Type	Shape
Vendor scorecard	scorecard	per vendor: SLA adherence, repeat rate, cost discipline, cert freshness
Flagged underperformers	list	rationale, proposed action, approval gate
Cert-refresh requests	checklist	vendor, cert type, expiry date
Rotation proposal	memo	add/remove/suspend proposals

Required context

Asset_class, segment, management_mode, market.

Process

1. Pull dispatch data. Join WOs to vendors; compute per-vendor SLA adherence, repeat_work_order_rate, cost-vs-rate-card variance.
2. Scorecard compute. Score per overlay rubric: SLA, repeat, quality (callbacks), cost discipline, cert freshness.