Performance Measurement for IT Providers

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Performance Measurement for IT Providers

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A summary of responses received for this Peer2Peer inquiry is available below.

Original Inquiry

Background:

We are looking to implement comprehensive supplier scorecards for our IT Services providers in the areas of Development and Support Work, as well as QA and Device Testing. These providers are performing services both onshore and offshore, so if possible we are hoping to reflect that dimension (where applicable) within the scorecard questions/measurements if possible. Any related scorecard templates or information that you can share would be much appreciated.

Inquiry:

  1. Are you completing these scorecards on a project by project basis or on overall vendor performance within a timeframe?
  2. If within a timeframe, how often do you perform the scoring and how often do you meet with the vendors/internal stakeholders to review?
  3. How do you ensure that a supplier is using the best offshore/onshore mix to maximize savings based on resource capabilities/requirements and how do you score this effectively?

  4. Did you rollout a reciprocal survey to the supplier to measure your company’s satisfaction with the partnership, areas of concern and opportunities?

  5. What tools or channels do you use to administer the scorecard or survey (e.g. Excel, specific survey tools, manual form …)?
  6. How do you ensure or encourage maximum participation in completion of the scorecards?
  7. What type and method of reporting do you provide to the stakeholders (executive, end-users, suppliers…?
  8. Can you share how you utilize the results in either supplier reward/recognition or performance management?
  9. What was your rollout strategy to suppliers and internal stakeholders?
  10. Was there any specific language you added to the MSA or SOW’s to reflect the implementation of the scorecards, results and consequences?

  11. Can you share any templates – questionnaires and dashboards/reporting you utilize for presenting the results to the business?

Summary of Responses

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