"Relationship Management: Building a Vendor Scorecard Process”
Presented by: Shannon Wampler, Procurement Analyst, University of Virginia
Tuesday, November 28, 2017 | 2:00 PM ET
As an integral part of the evolution of procurement from transactional to collaborative and strategic, Supplier Relationship Management (SRM) uses a holistic approach to formalize and more effectively manage the procurement-vendor relationship throughout the life of a contract.
A key pillar of SRM is the vendor scorecard, a tool that is used to quantitatively measure, track, and improve upon contract performance. Scorecards are highly utilized in private sector procurement, but they seem to have had a delayed entrance into the public sector. Possible causes for this delay could be lack of resources, lack of best practices applicable to higher education, or lack of IT support to build truly strategic scorecards tracking performance trends over time.
In the process of implementing the University of Virginia’s first mandatory strategically-sourced office supply contract it became clear that there needed to be a way for Procurement & Supplier Diversity Services to ensure excellent customer service, accurate pricing, next-level innovation, and follow-through from the vendor in order to gain crucial buy-in from University leadership. This led to the creation of a “Vendor Scorecard,” which was formalized in the vendor’s agreement, and provided an objective, metrics-based process to measure and track the vendor’s performance over the life of the contract. The Scorecard also delivers a clearly-delineated workflow of either positive or negative consequences for the vendor depending on results in each category.
Although simple in design, the resulting Scorecard has a powerful effect on the relationship between the University and the vendor. It reduces the risk to the University that the vendor will stumble during the course of the contract, and creates the structure necessary for both parties to reward positive behaviors, or to discover and correct issues before they become serious.
This session will cover the main steps of building a scorecard that includes objective metrics and provides either rewards or realistic consequences based on results. Participants will be encouraged to first think about and anticipate what kind of behaviors--good or bad--have happened or could happen after the establishment of a relationship with a vendor, and what actions could have promoted or avoided these behaviors.
Then, they will learn how to combine these actions with goals for the contract in order to determine which areas to measure, such as cost savings, customer service, catalog functionality, innovation. These goals then in turn become metrics, which should be Measurable, Meaningful, Objective, Aligned to the goals of the RFP, Addressable, and Promote revenue-generating activities. Finally, we will cover how to build a scorecard and integrate it into an agreement. Several types of scorecards will be shown, and we will quickly demo the University of Virginia's Access-based system. An excel-based template will be provided to participants, as well as a handbook covering the material in-depth.
Shannon Wampler, Procurement Analyst, University of Virginia
Shannon Wampler is a Procurement Analyst at the University of Virginia, with a focus in the areas of strategic sourcing, supplier performance management, and data analysis and visualization. She holds a B.A. in Foreign Affairs from the University of Virginia and enjoys hiking and playing sports.
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