PAVM-120 – Vendor Handoff & Performance Management

Section 1

Create a delivery handoff

Give the delivery owner enough context to manage the work from day one.

The purchasing decision is not the end of the workflow. A delivery owner needs one usable handoff packet that links the approved scope to deliverables, milestones, acceptance evidence, contacts, restrictions, communication rhythm, invoice conditions, change process, and escalation path. Without that context, a supplier and internal team may each believe they are meeting different expectations.

Link the approved scope, decision record, purchase or contract reference, and supplier contacts
List deliverables, milestones, dependencies, customer responsibilities, and acceptance evidence
Define communication cadence, issue route, change path, and invoice or acceptance checkpoints
Confirm the delivery owner has access to the system of record and knows the first review date

Approved scope and commercial reference are linked
Owner, supplier contacts, and escalation contacts are named
Acceptance evidence and invoice conditions are defined
Site, access, data, quality, or safety boundaries are visible
Changes and exceptions have a route

Section 2

Measure what supports a decision

Use useful evidence instead of vanity counts or blame.

A small scorecard is usually more useful than a long report. Choose measures that help the owner decide whether to accept work, correct a gap, change the scope, escalate, or renew. Common measures include on-time completion, first-pass acceptance, response or restoration time, repeat issue rate, invoice accuracy, stock availability, and completion of agreed corrective actions.

Define the service, quality, timing, cost, or issue signal
State source, period, scope, baseline, and interpretation limits
Review supplier and internal operating context before assigning a cause
Assign actions and verify whether the issue or gap changed

Each measure has a definition and source
The review period and population are clear
The owner knows what decision the measure supports
The record separates observation, interpretation, and action

Section 3

Route changes and resolve issues

Treat an issue as a controlled workflow, not an informal complaint.

Record what happened, when, where, and what evidence exists
Contain or escalate immediate operational impact through the approved route
Check the scope, handoff, change history, dependencies, and supplier response
Agree an owner, target date, corrective action, and verification method
Close only after evidence shows the action was completed and the result was reviewed

Issue severity and affected work are stated
Immediate containment and escalation are recorded
Scope or change ambiguity is checked
Closure evidence and verification date are named

Section 4

Practice a vendor recovery conversation

Apply the handoff and issue workflow to a missed service commitment.

Scenario: a vendor misses a scheduled equipment service visit. The supplier says site access was unavailable; the internal coordinator says the appointment was confirmed; and an urgent replacement task was added by email. Build the issue record, identify the evidence to review, separate the original scope from the later change, and propose a next action with an owner and verification date.

Capture the event without assigning blame
Review appointment, access, scope, communication, and change evidence
Agree the immediate service recovery and the record update
Schedule a short review to verify both completion and process improvement

Section 5

Adoption review

Connect the handoff and performance workflow to existing operational systems.

System of record is named
Acceptance and invoice controls are aligned
Performance measures have owners and review cadence
Issue closure requires evidence
Change approval and communication routes are explicit

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Handoff, Measure, and Improve Vendor Delivery

Create a delivery handoff

Measure what supports a decision

Route changes and resolve issues

Practice a vendor recovery conversation

Adoption review

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