Vendor Performance & SLA Scorecard

The problem this kills

Renewal season arrives, or the quarterly business review (QBR) is on the calendar, and someone asks the question you dread: "How is this vendor actually performing?" You know the answer is in the data somewhere - the work orders they completed late, the jobs that bounced back, the complaints from the sites, the ratings nobody totaled up. But it's scattered across a work-order export, an email thread, and the memory of whoever dealt with the last fire. So you cobble together a few numbers the night before, lean on a gut feeling, and walk into the renewal conversation armed with vibes instead of evidence.

The cost is real. The vendor who quietly slipped below their service-level agreement (SLA) all year gets renewed because nobody had the trend in front of them. The good vendor gets squeezed on price because you couldn't show how well they performed. Chronic underperformers never get flagged until they cause a crisis, because no one is scoring them period over period. And when finance or leadership asks "why are we keeping this vendor?", you can't point to a defensible, approved record - just a spreadsheet you made up last week.

This tool replaces the night-before scramble with a repeating, evidence-based scorecard. You import each vendor's activity and their SLA targets, the app computes a weighted score per vendor per period (weighted by what matters most to you - safety and hard SLA breaches count more than a soft rating), shows the trend so you can see who's sliding, flags chronic underperformers automatically, and routes every period's scorecard through a vendor-manager review and approval before it's published and a renewal recommendation is recorded. Walk into every renewal and QBR with a signed-off scorecard instead of a hunch.

What you'll build

A small internal web app, just for your team, that:

• Lets you import your vendor list, each vendor's SLA targets, and the performance signals (work orders completed and late, quality ratings, incidents/complaints) from your work-order or service system - as a CSV or sheet.
• Computes a score per vendor per period (month, quarter - whatever you use) across the metrics that matter: response/turnaround time vs SLA, completion / on-time rate, quality rating, and complaints or incidents.
• Weights the metrics by importance - a safety incident or a hard SLA breach hits the score harder than a soft star rating - using weights you set, so the score reflects your priorities, not a generic formula.
• Shows the trend across periods for each vendor and flags chronic underperformers - the ones who keep missing, not just the one bad month.
• Routes each period's computed scorecard through a vendor-manager review: the manager sees the numbers, can add notes or adjustments (with a reason), and must approve before the scorecard is published.
• Records a renewal recommendation (renew / renegotiate / put on notice / replace) against the approved scorecard, so renewal and QBR decisions trace back to evidence.
• Dedupes vendor records and activity rows so the same vendor isn't scored twice and the same work order can't be double-counted.
• Exports the scorecard and the renewal recommendations as CSV in the columns your procurement or finance process expects.

What's inside the Implementation Plan

The plan is a single markdown file you paste into Claude Code (a free AI coding agent). It walks the agent through building the whole tool, step by step, each step ending with a ready-to-paste prompt.

The most important part: the plan opens by interviewing you about your business. Before it writes a single line, the agent asks how you evaluate vendors today, which work-order or service system your data comes from and exactly how it's shaped (the real field names, vendor IDs, status codes, and date columns), how you define a "period," what your SLA targets look like per vendor, which metrics matter most and how you'd weight them, what counts as a chronic underperformer, who the vendor manager is that approves scorecards, and your messiest edge cases - a vendor under two names, a work order with no close date, a one-off incident that shouldn't tank a year. It reads a short tailored spec back to you, you confirm it, and only then does it build - so you get a scorecard shaped to your vendors and your SLAs, not a generic template you have to fight.

Inside you'll find:

• The discovery interview and how the agent turns your answers into the data model, the scoring formula, the weights, and the period definition.
• The full build: database, login, vendor + SLA + activity import with duplicate guards, the per-period scoring engine, the trend view and chronic-underperformer flags, the vendor-manager review-and-approve gate with notes/adjustments, the renewal recommendation, and the CSV exports.
• The hard human-in-the-loop lock - the app computes and drafts, but a real vendor manager must review and approve before a scorecard is published or a renewal recommendation is recorded.
• Verification steps so you can prove it works, and the CSV-export fallback so it's fully usable even before you connect it to any work-order system.

The governance it includes (this is the point)

This isn't a toy. The plan builds in the controls a procurement / facilities team actually needs to defend a vendor decision:

• Login so only your team can see or touch anything.
• Row-level security so people only see their own organization's vendors and data.
• A complete audit trail - every import, score computation, manager note/adjustment, approval, publish, renewal recommendation, and export is logged with who and when.
• A hard human-in-the-loop gate - the AI computes the score and drafts the scorecard, but a real vendor manager must review and approve (with notes and any adjustments, on the record) before anything is published or a renewal recommendation is committed; the tool never publishes a scorecard or recommends a renewal on its own.
• Duplicate guards so the same vendor isn't scored twice and the same work order can't be double-counted into the metrics.

Who it's for

Vendor and facilities managers, procurement and category managers, contract administrators, and operations leaders who own service-vendor relationships - cleaning, maintenance, security, IT services, landscaping, waste, any vendor on an SLA - and are tired of going into renewals and QBRs without evidence. If you need to score vendors consistently, see who's sliding, flag the chronic underperformers before they cause a crisis, and walk into every renewal with a manager-approved scorecard instead of a gut feeling - and you want a real, auditable tool without buying a heavyweight vendor-management suite or hiring a developer - this is for you. You don't need to write code. You need your vendor list, your SLA targets, a work-order export, and an afternoon-to-a-weekend.

You've got this - paste the first prompt and let the agent interview you.