Vendor Performance and QBR Copy Pack

A plug-and-play implementation kit you can set up in 60–90 minutes that includes:

• a minimum viable SLA/KPI structure
• a verification method (inspection + sampling plan)
• a single operational issue system (tickets + aging)
• escalation + corrective action plans (CAP)
• a quarterly QBR cadence that actually produces actions

Complete value chain intelligence:

• Cost reduction: fewer repeat issues, less rework, fewer emergency callouts, fewer "pay twice" outcomes, captured credits/penalties where applicable
• Risk mitigation: fewer safety incidents, fewer outages, faster response/resolution, better continuity
• Carbon impact (secondary): better maintenance and operations often reduce energy waste and avoid equipment degradation

Use this pack if any of these are true:

• Vendor performance is "subjective" and depends on who is yelling the loudest
• Issues repeat every month and never fully get fixed
• You don't have a consistent way to measure response times or service quality
• Operations teams don't trust invoices because they don't trust delivery
• Vendor escalation feels chaotic, political, or last-minute
• Service failures create safety exposure, downtime, or tenant/customer complaints

Step 1 — Pick ONE vendor to start with (5 minutes)

Pick a vendor that is:

• high spend or
• operationally critical or
• a chronic headache (repeat issues)

Beginner rule: do not start with 10 vendors. Prove the system works on one, then scale.

Step 2 — Create your "Vendor Performance" folder (5 minutes)

Create a stable place to store logs and evidence:

• Vendor_Performance/
  • 01_SLA_and_KPI_Definitions/
  • 02_Tickets_and_Incidents/
  • 03_Inspections/
  • 04_QBRs_and_Scorecards/
  • 05_Corrective_Action_Plans/

Step 3 — Define the service + 3 KPIs (20 minutes)

Copy Service Definition + SLA Worksheet into a doc. Define only 3 KPIs to start:

• Response time (how fast they respond)
• Resolution time (how fast it's resolved)
• Service verification score (inspection pass rate or checklist score)

Beginner rule: If you define 12 KPIs, you'll measure none of them.

Step 4 — Create the ticket tracker (15 minutes)

Copy Ticket / Work Order Tracker into Google Sheets as Tab 1. Every issue becomes a ticket row. No email-only issues.

Step 5 — Create the inspection + sampling plan (10 minutes)

Copy Performance Inspection and Sampling Plan and choose a sampling approach. Minimum viable: inspect 2 sites per month (or 2 jobs per month) for the first vendor.

Step 6 — Install escalation + CAP (10 minutes)

Copy:

• Operational Escalation Ladder
• Corrective Action Plan (CAP)

Rule: repeated issues must trigger CAP (not endless arguing).

Step 7 — Schedule cadence (10–15 minutes)

• Monthly: 30-minute Vendor Performance Review
• Quarterly: 60-minute QBR (use the agenda)