Using KPI’s and SLA’s to Drive Success in Your Supplier Relationships

Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) are powerful tools in the realm of supplier management. They play a crucial role in driving business success by ensuring that suppliers meet your standards and expectations. This article explores how to use KPIs and SLAs effectively to enhance your supplier relationships.

Using KPIs and SLAs to Drive Success in Supplier Management

KPIs and SLAs are essential components of an effective supplier management strategy. While KPIs provide measurable values that demonstrate how effectively your property(s) is achieving its key business objectives, SLAs serve as a contract between a service provider and you (or your managing agent) as a customer. SLAs are an effective method of defining the levels of service expected of and agreed upon by the supplier.

How to Implement KPIs and SLAs with Suppliers

Implementing KPIs and SLAs with your suppliers may seem daunting at first, but with a clear plan and an understanding of your expectations, it can be a straightforward process. Here’s how:

  1. Set Clear Expectations: Clearly define what you expect from your suppliers in terms of quality, time, cost, and other factors important to you. This clarity will serve as the foundation of your KPIs and SLAs.
  2. Define Measurable KPIs: KPIs should be measurable and tied to your business goals. They could be related to delivery times, product quality, customer/resident satisfaction, or any other metric that matters to you and your business.
  3. Establish SLAs: Your SLAs should outline the level of service you expect from your suppliers. They should detail the responsibilities of the supplier, turnaround times, and penalties for not meeting these expectations.
  4. Regular Monitoring and Communication: Regularly track your suppliers’ performance against the KPIs and SLAs. If they’re not meeting your expectations, communicate with them to understand the issues and make necessary adjustments.

The Impact on Performance

Effective use of KPIs and SLAs can lead to improved supplier performance, which in turn, can significantly elevate your property’s performance. They help to:

  1. Improve Supplier Accountability: With well-defined KPIs and SLAs, suppliers know exactly what is expected of them. They are encouraged to meet or exceed these expectations, enhancing their accountability.
  2. Enhance Quality: By tracking key metrics related to quality, you can identify issues early on and take corrective measures, thus ensuring high-quality services.
  3. Boost Efficiency: KPIs and SLAs can help identify bottlenecks and inefficiencies in your supply chain, enabling you to streamline processes and enhance efficiency.
  4. Foster Stronger Supplier Relationships: Transparent communication, clear expectations, and fair evaluation of performance can strengthen the relationship between you, your managing agent, and your suppliers, leading to a more collaborative and beneficial partnership.

Implementing KPIs and SLAs with your suppliers is a strategic move that can significantly boost the performance of your property investment. With the right approach, you can leverage these tools to their maximum potential. Remember, the success of your supplier relationships heavily impacts the success of your property. Use KPIs and SLAs to drive that success forward.

If you’re looking for support to better manage your suppliers, or looking to fully outsource supplier relations to a managing agent, speak with a member of our team who can support you to source and onboard a new managing agent.

About the Author: Laura Bosworth

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Laura is the marketing lead for Fjeld Consulting, driving a team dedicated to strategic creative solutions, with a deep-rooted passion for real estate and related sectors across a global marketplace.

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