Gartner Research

Improve Vendor Performance With a Vendor Escalation Policy

Published: 26 May 2016

ID: G00291444

Analyst(s): Christopher Ambrose , William Maurer


Vendor managers often lack a formal policy for when and how to escalate significant vendor challenges and issues. This research provides an overview of key actions necessary to enact an effective escalation policy.

Table Of Contents
  • Key Challenges



  • Secure and Maintain Executive Commitment to Escalation Processes
  • Develop a Vendor Escalation Policy That Clearly Documents the Responsibilities and Processes for Vendor Escalations
  • Develop Exit Plans and the Necessary Criteria for Terminating Agreements; Include Them in All Vendor Contracts

Case Study

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