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