Vendor performance scorecard

Every vendor's performance is measured continuously. The scorecard feeds quarterly business reviews and automatic vendor-selection preferences.

KPIs

• On-time pickup — actual vs planned pickup, within tolerance.
• On-time delivery — actual vs planned delivery.
• Document turnaround — BL / POD / entry capture lag.
• Exception rate — damaged, short, lost.
• Billing accuracy — % of invoices matching expected cost.
• Response SLA — avg time to respond to ops requests.
• Safety / compliance — incidents, expired docs, sanctions flags.

Per-KPI target thresholds are configurable per vendor (some vendors are held to tighter SLAs).

Scoring

Overall score = weighted sum across KPIs (weights per tenant policy). Banded:

• A — preferred vendor.
• B — standard.
• C — probation.
• D — phase-out candidate.

Impact on vendor selection

On new bookings, when multiple vendors can serve a lane, the booking engine ranks them by a blend of cost + score. Tenant picks the blend weights. Purely cheapest vendor ranking is optional; most tenants blend 60/40 cost/score.

Probation

A vendor slipping to C gets an automated alert to ops + procurement. Probation triggers monthly review meetings and short-term improvement targets. D triggers off-boarding.

Quarterly business reviews

Exportable QBR deck per vendor: KPIs trended, issues list, volume done, spend, upcoming rate renewals. Drives the conversation, replaces hand-built decks.

Vendor-visible subset

With vendor portal access, vendors can see their own scorecard — transparency drives self-correction.

Incidents

Specific incidents (lost cargo, damage claims, customs failures) are logged as scorecard events with severity. Severe incidents are reviewed individually.