Supplier Management Toolkit: Performance Management
Executive Brief

2 Sep 2021
by Amy Fong, Bhanushee Malhotra, Sahil Loomba

This report is available only to Outsourcing Excellence members. For information on membership, please contact us

Managing supplier performance is becoming increasingly critical as customer/user experience and service quality become priority performance areas for organizations. Typically, the Vendor Management Office (VMO) monitors large outsourcing providers by reviewing their performance in quarterly business reviews – where key metrics in the balanced scorecard are discussed, alert triggers are raised, and remediation plans in case of performance failures are constructed – with leadership buy-in. In this Executive Brief, Everest Group analysts share the key metrics tracked in the performance measurement process and provide best practices for supplier performance score-carding, technology enablement, and remediation planning.

Note: Everest Group publishes executive briefs for senior executives from enterprises. These briefs address hot industry topics and particularly challenging issues of the day in an easy-to-digest format.


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