The scoreboard, and what is not on it. The hard targets, how often each is actually
looked at, and the quiet signals that never reach a dashboard.
On-Time Contract Renewals
Making sure contracts are either renewed or properly terminated before they expire. No nasty surprises or automatic rollovers we didn't want.
Target · >98% of contracts managed before expiration date If we have 50 contracts up for review in a quarter, you'll have 49 of them sorted out well in advance, with only one requiring a last-minute push.
Invoice Accuracy
The percentage of vendor invoices that match our purchase orders (POs) and contract terms without needing corrections or queries from Finance.
Target · <1% of vendor invoices requiring correction Out of 100 invoices, you'll have less than one that causes Finance to raise an eyebrow or send it back for clarification. This saves everyone time.
Compliance Document Collection
Ensuring we have all the necessary legal and safety documents (like Certificates of Insurance, risk assessments) from vendors before they start work on our sites.
Target · 100% of required COIs and safety docs on file Before the new window cleaning company even steps foot on site, you'll have their up-to-date COI, method statements, and risk assessments filed away, no exceptions.
Vendor SLA Adherence (Basic)
Tracking how well your assigned vendors meet the basic service level agreements, like response times for urgent repairs or completion rates for routine tasks.
Target · Average of 90% SLA achievement across your portfolio Your cleaning contractor consistently hits their agreed cleaning schedule, and the plumber you use for minor leaks usually arrives within the 2-hour window specified in the contract.
Vendor Relationship Quality
Building and maintaining good, professional relationships with your suppliers, encouraging them to go the extra mile when needed.
- Vendors are responsive and proactive in communication. They'll call you with potential issues before they escalate. Internal stakeholders report positive interactions with your vendors. You're able to resolve minor disputes amicably without needing to escalate.
Proactive Issue Identification
Spotting potential problems with contracts or vendor performance before they become critical, rather than just reacting to crises.
- You flag an upcoming contract renewal that might need renegotiation because of poor past performance. You notice a trend of late deliveries from a supplier and start looking into alternatives before it impacts operations. You're not always waiting for someone else to tell you there's a problem.
Process Adherence & Improvement Suggestions
Following our established procedures for contract management, but also looking for ways to make them even better.
- Your contract files are always complete and easy to audit. You suggest a small tweak to the PO process that saves a few minutes each week. You're not just following the rules
- you're thinking about how to make them more efficient.
Internal Stakeholder Satisfaction (Operational)
How happy our internal teams (like site managers) are with the services provided by your vendors and your support.
- Site managers give positive feedback about the cleanliness or maintenance of their areas. You get fewer complaints about the services you manage. Colleagues feel you're responsive and helpful when they have a facilities query.
