How to Track IT Vendor Performance

What to Track

Metric	How to Measure	Target
On-time delivery	% deliveries on or before promised date	95%+
Invoice accuracy	% invoices without errors	98%+
Support response	Average time to first response	< 4 hours
Quality incidents	Number of quality issues per quarter	< 3
SLA compliance	% SLAs met	95%+

Vendor Scorecard Template

Rate each vendor 1-5 on: price, quality, delivery, support, and compliance. Calculate weighted score. Review quarterly.

Quarterly Business Reviews

Schedule 30-minute reviews with top 10 vendors quarterly. Review scorecard, discuss improvements, negotiate next quarter terms.