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.
User Ticket Resolution Rate
How quickly and effectively you resolve system-related queries and issues raised by our internal users.
Target · 90% of Tier 1/2 tickets resolved within 24 hours. If 50 tickets come in this week, you'd aim to close 45 of them within a day, making sure users can get back to their work quickly.
Supplier Onboarding Cycle Time
The average time it takes from a new supplier request being submitted to them being fully set up and ready to receive purchase orders in our system.
Target · Reduce average cycle time from 7 days to 5 days. If it currently takes a week to get a supplier from 'requested' to 'active', you'll find ways to shave a couple of days off that, perhaps by streamlining document collection or approval steps.
Spend Data Accuracy for Reporting
The reliability of the data you pull for spend reports, ensuring it's clean and correctly categorised for our category managers.
Target · <5% error rate on key spend data fields (e.g., category, supplier ID). When you pull a report on 'IT Software Spend', we need to be confident that nearly all of it is correctly classified, not mixed up with 'Hardware' or 'Consulting' costs. You'll catch those misclassifications.
S2P System Uptime & Performance
Ensuring our core Source-to-Pay platform (like Coupa or Ariba) is consistently available and performing as expected for users.
Target · Maintain 99.5% system availability during business hours. If the system goes down for an hour during the day, that's 0.125% downtime for an 8-hour day. You'll be on top of these incidents, working with IT to minimise disruption and prevent recurrence.
User Adoption & Engagement
How effectively you encourage our internal teams to actually use the digital procurement tools we've invested in, rather than reverting to old habits.
- You'll see fewer 'maverick buying' instances. Users will proactively ask for training or new features. Feedback surveys will show increasing satisfaction with the system's ease of use. People will actually come to you for help, not just complain behind your back.
Process Improvement Identification
Your ability to spot bottlenecks, inefficiencies, or pain points in our digital procurement processes and propose sensible solutions.
- You'll bring forward concrete ideas for minor system tweaks or workflow changes that make a noticeable difference. Colleagues will tell you, 'That change you made really helped!' You'll have a backlog of small, impactful improvements you're working on.
Documentation Clarity & Completeness
How well you maintain and update our internal guides and training materials for the digital procurement systems.
- New starters can find answers to common questions without always asking you. Audit trails are clear. Your documentation is actually used and understood by others, reducing repetitive questions.
Stakeholder Collaboration Quality
How effectively you work with our internal teams (Finance, IT, Category Managers) to address issues and implement small changes.
- You'll be seen as a helpful, collaborative partner, not just 'the system person'. People will trust your advice on how the system can support their needs. You'll get positive feedback from others on how easy you are to work with.
