Ideally, a robust contract with your vendor will help in putting your vendor back on track by utilizing the SLA and KPI layed out in the contract. However, this is not always the case. Here are a couple of ways I think will work with an under performing service provider: Shared success: it needs to be understood between you and your vendor that you both contribute in each others' success. Discuss challenges and limitations: often times the end user can elevate some of the vendor's difficulties simply by discussing them openly.

In my experience If you have a clear detailed RFP, SLA, KPIs and contractual conditions including escalation procedures and deterrent penalties and if you choose your vendor based on proofed qualifications, commitment and reputation and if you are following his performance based on the SKA &KPIs. Mostly you are not going to face such a situation. But if you have a vendor that started to deviate from your standards you should apply the contractual conditions firmly and have a meeting with the vendor's top management team ASAP to agree on the corrective actions needed to be done and work on it and follow it on daily bases until the gap between the vendor performance and the standards is fulfilled. Your vendor success is your success.

To address a vendor falling short on FM service standards, start by assessing the specific issues, documenting underperformance like missed tasks or poor quality. Communicate these concerns clearly in a meeting, providing examples, and reestablishing expectations with measurable outcomes and timelines. Offer support if needed, such as helping resolve staffing issues. Implement regular check-ins to monitor progress, ensuring the vendor improves. If performance remains subpar after a review period, consider seeking alternative vendors to maintain service quality. This approach balances fairness with accountability, ensuring your facility's standards are upheld.

Optimizing supplier performance is a game-changer for delivering top-notch facilities management. By CAFM system, with its customized contractor portals and powerful SLA management tools, gives you the reins to manage your supply chain like a pro. By tracking key performance metrics, holding contractors accountable, and steering work towards the best-performing partners, you can ensure your organization consistently receives the high-quality service it deserves.

Lo primero sería revisar los acuerdos firmados, como el contrato y los SLA, para identificar en detalle qué se esperaba y cómo el proveedor está fallando. También me fijaría en qué medidas correctivas o penalizaciones están estipuladas en caso de incumplimiento. Propondría una reunión para analizar a fondo los problemas. La idea sería escuchar la perspectiva del proveedor, entender qué está fallando y buscar juntos soluciones prácticas. Documentaría cada detalle: desde las deficiencias del servicio hasta las conversaciones y acciones tomadas. Esto ayudaría a tener un historial claro por si es necesario renegociar los términos del contrato o tomar decisiones más serias si el problema persiste.