Measuring vendor performance is essential to ensure effective and efficient delivery of services into your organisation by third parties. These services might be IT, HR, Facilities, Finance, Research, Legal, Manufacturing etc. Most organisations take internal quality of service very seriously – implementing rigorous balanced score cards and ABC models. Management of the performance of third parties can be less rigorous. To date effective performance management of third parties has been hampered by manual processes for collecting information on performance and risk and unclear models to determine overall performance scores etc. Our software uses workflow and reporting to drive an approach which will give you an actual score against expected score – at contract, vendor or divisional level.
Archive for December, 2009
How do you capture vendor performance – a long wordy paragraph or one simple score against target?
December 23rd, 2009Getting alerted when contractual service penalties kick in?
December 22nd, 2009Ongoing management of vendors is complicated by the way most organisations are structured. The role of managing the ongoing performance of vendors might sit largely within the business or operational unit to which the service is being delivered by the vendor. (if it is an outsource it might be HR, IT, Finance etc.) Nevertheless Procurement and Finance and real ongoing stakeholders in the management of the vendors on an ongoing basis. Procurement negotiate the best price possible for the delivery of the service at a specified level. But is the service actually delivered at that level? If not how do you find out about it?
» More: Getting alerted when contractual service penalties kick in?
Service Level Management tools that can be accessed by the client and the providers?
December 14th, 2009Most clients who outsource want to manage performance and risk effectively - afterall without a clear picture of performance and risk it is very difficult to assess what value you are getting from any of your contracts. This morning a client organisation outlined their requirement in a very simply way – ‘I need a tool to manage SLAs that can be accessed by both my team and the service provider’ …
» More: Service Level Management tools that can be accessed by the client and the providers?
Getting a clear picture of Sourcing Risks & Performance – locally and globally??
December 2nd, 2009“We have multiple suppliers across multiple geographies – we need to understand the level of risk and performance globally – ideally we would like to have a percentage number that captures their level of performance, indicates where they are against our expectations and what the trend is’. This is a common requirement from procurement and operations divisions of large organisations. It is a very clear requirement – but a requirement which many organisations struggle to deliver on. Traditional ’service and vendor management tools’ focus on drill down operational type functionality – rarely delivering the big picture – where they do it is a complicated and expensive process to get to it. ServiceFrame takes a different approach – one we think you will like. Because when you use ServiceFrame you can get the local and the aggregated picture on risk and performance quickly – and at low cost.
» More: Getting a clear picture of Sourcing Risks & Performance – locally and globally??
