Gartner Research

Leverage Disciplined Vendor Scorecard Design, Delivery and Analysis to Drive Continuous Improvement

Published: 12 April 2016

ID: G00299325

Analyst(s): Joanne Spencer, Edward Weinstein

Summary

Effective vendor performance is critical to delivering successful business outcomes. This research will assist IT vendor managers in developing a timely and effective vendor performance management approach.

Table Of Contents
  • Key Challenges

Introduction

Analysis

  • Develop a Repeatable, Flexible Scorecard Process
    • Lay the Groundwork for Vendor Scorecards With a Practical, Repeatable Approach
    • Determine What Measures Will Be Tracked in Your Scorecard
    • Set Up a Simple, Unambiguous Scoring System
    • Design Scorecards That Allow for Weighting Flexibility
  • Define, Assign and Socialize the Resources, Responsibilities and Processes Required for Effective Vendor Scorecarding
    • Determine Responsible Parties
    • Survey Key Stakeholders at Planned Intervals
  • Review Scorecards at Established Intervals
    • Deliver Scorecards With Planned Periodic Frequency
    • Capture and Manage Actions and Outcomes
    • Analyze Performance Trends Over Time

Case Study

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