The project manager has noticed a vendor is not performing in accordance with the SLA. Which of the following items should the project manager use to highlight the vendor's areas of poor performance?
Can anyone verify this one? B. didn't seem like a bad option. Comparing the work they were supposed to do vs what they actually performed to indicate poor performance
Scorecards are a key tool for vendor management. The data gathered from the document enables organizations to maximize return on investment (ROI) and minimize risk. Further, tracking vendor performance improves outcomes.
Pg 246 of Heldman 2nd Ed:
"A balanced score card is a strategic management tool used to measure the activities and processes a business uses to meet its strategic goals. It’s a way to determine whether the performance of the organization is measuring up to its goals. The balanced score card mea-sures elements such as financial goals, business processes, innovation, the customer experi-ence, and customer satisfaction. Typically, the balanced score card methodology focuses on strategic areas of the business and monitors a small number of important data elements. Balanced score card measures are usually communicated throughout the organization and, in my experience, are also tied to individual performance reviews."
I do not see the word "vendor" in there anywhere. Unfortunately I think C would be too late, as that is in Closing. I'm not sure what the correct answer is here. I googled "balanced score card" and did not see any sites mention vendors on those pages.
I repeated vendor because it was used in the question, however, it's still very applicable to the scorecard. As pointed out in the book quote above, the scorecard includes measured elements from various categories. Vendor or supply chain management would absolutely be tracked and measured under all listed elements. Notice the example does not specifically state what is issue is with the vendor, only that it's not performing to the SLA. So here are examples for each of the elements where the scorecard would track vendor performance.
Business Process: Average cycle for product turnover could be increased due to several vendor reasons to include delayed shipping or defective products. Both cycle time and defective products would be tracked on the scorecard.
Innovation and Learning: Again if vendor items are required to expand upon business innovation advances and they are delayed or the process is hindered by a supply chain issue it would be tracked.
Customer Experience: Delayed vendor processes turn into longer delivery times for customer products, increased lead times, and greater number of complaints.
Financial: Obviously this one is tied directly into the above categories. If you're not shipping out products on time, being innovative and efficient then the growth rate will suffer.
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