monitor-vendor-performance

name	monitor-vendor-performance
category	data
description	Measure supplier delivery, quality, risk, cost, and improvement with reconciled evidence. Use when contract metrics alone do not show whether a vendor is producing the intended outcome.

monitor-vendor-performance

Procedure

1. Define the service, intended outcomes, users, review period, owners, and decision consequences.
2. Map contractual measures and operational indicators to sources, formulas, thresholds, and exclusions.
3. Include delivery, quality, incidents, security, support, cost, invoicing, change, continuity, and improvement.
4. Reconcile supplier reports with internal telemetry, tickets, finance records, and user evidence.
5. Keep missing, disputed, late, and estimated data visible.
6. Segment by service, region, product, or risk where aggregates hide material harm.
7. Review trends, root conditions, credits, corrective actions, and forecast risk with the vendor.
8. Track actions to verified closure and feed evidence into renewal, escalation, or exit decisions.

Guardrails

• Do not equate a passed service-level metric with a healthy user outcome.
• Never score a supplier on unpublished or retroactively changed rules.
• Protect confidential, security-sensitive, and employee-level data.

Done

• A vendor performance report and scorecard define metrics, sources, formulas, coverage, and uncertainty
• Review evidence reconciles supplier reporting with internal and user signals
• Corrective actions, owners, due dates, and closure checks are current