Vendor Manager Workspace includes a metric
called the Vendor Score that gauges the overall performance health of the
vendor. Understanding the Vendor Score requires knowledge of how the
service offering metrics and Performance score from Service Portfolio Management align with Vendor Manager Workspace.
Vendor Score
The
Vendor Score is comprised of two metrics:
- Average Performance Score of Service Offerings
- This metric gauges the average performance for all of the service offerings a vendor
provides. Performance data is derived from the Service Portfolio Management application and
is displayed in Vendor Manager Workspace. The service offering Performance score is comprised of several
default metrics, including:
- Activity
- Availability
- Breached SLA
- Customer Satisfaction
- Stability
- Vendor Satisfaction
-
This metric gauges the overall satisfaction of your internal stakeholders who collaborate
with your vendors. The score is derived from the average Vendor Satisfaction assessment
results for each vendor.
The
Vendor Satisfaction Assessment is provided by default in the
Assessments application. The
Vendor Satisfaction Assessment includes
the following default assessments metrics:
- Fosters a collaborative environment
- Addresses questions and issues in a timely manner
- Communicates effectively
- Applies lessons from previous errors
- Analyzes and reviews problem
- Proposes relevant solutions
A metric is a trait or value used to evaluate assessable records. Each metric has a numeric
weight value to indicate its importance relative to other metrics in the same category. For Vendor Manager Workspace, the assessment
category is Vendor Satisfaction.
Metrics are defined for either of the following assessable records:
- A survey questionnaire used to obtain a subjective value, such as how much people enjoy
using a service offering.
- A script that queries a database used to obtain an objective value, such as the number of
breached SLAs a vendor generates.
Note: You will need the assessment_admin role to configure assessment metrics.
Configuration
- Vendor Score Weight Definitions
-
Vendor Manager Workspace includes a
metrics configuration module enabling you to define weights for each of the metrics that
comprise the overall vendor score.
Vendor Manager Workspace collects
vendor performance metrics based on defined weights for average customer vendor satisfaction
and vendor service offering scores. These weights are aggregated to an average score, called
the Vendor Score. Vendor managers can view and monitor vendor
performance based on this score.
For detailed information about Vendor Score Weight Definitions and
to create additional weight models set at different weights, refer to Define Vendor Manager Workspace Vendor Score metric weights.
- Metrics Configuration
-
Configuring
Vendor Manager Workspace
includes the following:
- Metric thresholds
- Define metric thresholds for performance scores.
- Service Portfolio Management metric
configuration
-
Decide which service offering-related metrics you want to display in Vendor Manager Workspace.
Configure to display only the Service Portfolio Management-related
metrics relevant to your business needs.
To set thresholds and configure the workspace, refer to Configure Vendor Manager Workspace metrics.
