Supplier management

Introduction

As a facility manager, awarding a procurement contract often means hoping a supplier honors the agreed terms in practice, with little visibility until a problem surfaces.

You can use Dalux FM's service agreements to set response and completion targets for each supplier and see performance directly, instead of assuming it.

The challenge

Managing a large portfolio means working with many suppliers across different buildings, sites, and disciplines. When you order work from local suppliers, you often have no easy way to confirm whether the supplier delivered the agreed response time or completion time as promised.

Without a way to track this, deviations go unnoticed until they become a recurring problem or a dispute. If you have your own Service-Level Agreements (SLAs) with your tenants, a missed supplier deadline can just as easily become a missed tenant commitment.

How Dalux FM solves it

With Dalux FM, you can add KPIs (key performance indicators) to a service agreement, such as time to respond and time to complete. Each KPI has its own SLA threshold and acceptance rate. You can scope a KPI for every work order under the agreement, or to specific assets, buildings, or lots. A dashboard then shows you how the supplier is performing against those thresholds, for whatever timeframe you choose. 

The result

With Dalux FM, you get:

• Clear KPIs: Track time to respond and time to complete against a threshold and acceptance rate you set per supplier
• A clear timeframe overview: See supplier performance for any timeframe or scope, without piecing it together manually
• A starting point for negotiation: Bring supplier performance into renewal or renegotiation conversations, backed by data instead of impressions

Set response and completion targets for every supplier

You can add KPIs to any service agreement to monitor supplier performance, such as response time and completion time.

Time to respond measures the time from when a work order is assigned to a supplier until the supplier accepts the request.

Time to complete measures the time from acceptance until the work order is completed and closed.

For each KPI, you define an SLA compliance threshold (the required performance target ), the unit of measurement, and the acceptance rate needed to meet the agreement requirements.  

You can apply a KPI across all work orders covered by the agreement or narrow it down to specific assets, buildings, or lots. You can track performance separately across your portfolio, for example, setting stricter response time requirements for critical server room equipment while allowing longer response times for lower-priority tasks such as window cleaning. 

Once the service agreements KPIs are set, you can access its dashboard at any time to see how a supplier is performing, filtered by timeframe and scope, without having to build comparisons manually in spreadsheets.

The dashboard provides a clear and consistent foundation for supplier reviews and renewal conversations. Instead of relying on memory, scattered emails, or manual follow-ups, you get a visual overview of performance measured against the thresholds you have defined. 

Use these insights as a starting point for supplier discussions, improvement initiatives, and renewal conversations. The calculations are designed to make performance tracking easier, but should always be verified and discussed with the supplier before being used as the basis for final decisions.

From assumed compliance to a supplier dashboard

With Dalux FM, supplier performance becomes easier to measure, understand, and discuss.

• Clear KPIs: You get a consistent overview of how suppliers perform against the SLA targets you have defined.
• A clear timeframe overview: You get a view of performance across your portfolio, for any timeframe or scope.
• A starting point for negotiation: These insights support data-driven supplier discussions and better decisions during service reviews and contract renewals.