Vendor Management Workspace - Recommended Vendor KPIs

[Sujatha V M]

Hello Team, 

I would like to know, is there any other recommended KPIs for Vendor Management apart from the out-of-the-box. 

It might differ from each customer but is there any common recommendation on KPIs for Vendor Management. 

Some OOB KPIs observed are in Performance Analytics Content Pack - Vendor Management Workspace, 

VMW: Average SLA Achievement

VMW: Average Request Activity

Number of resolved incidents with breached SLAs

Average Incident SLA achievement

VMW: Average Customer Satisfaction

Vendor Requested Items

Number of resolved incidents with SLAs

Number of closed requests with breached SLAs

Manual SLA from External Source

Number of closed requests with SLAs

VMW: Average Availability

Total Incidents Created

Average Request Fulfillment SLA Achievement

Appreciate any other suggestions. 

Thanks, 

Sujatha V.M.

[Mark Manders]

I think with vendors the number of tickets (opened/resolved), duration of resolving, reassigning (it's not us, it's some one else) and SLA's are the most important ones. Maybe the number of interactions needed to resolve.

[Sujatha V M]

@Mark Manders  Thank you for the response and information. As the fulfillers might work on the ticket, reassignment which is mentioned above is regarding 'Groups/Users' or is it specific to Vendors?

Also can you explain with an example regarding the number of interactions context?

Thanks, 

Sujatha

[Mark Manders]

One of the KPI for vendor quality is how well they perform. I have seen many that will get a ticket about something not working correctly and reverting it back that it is not them, but another party. More often than not, it ends up back at their side again, but only after the other parties deliver the proof it's really them.