Vendor Dispatch and SLA Review
Workflow purpose
Keep the approved vendor list accurate, the SLAs enforced, and underperformers rotated out. Produces the scorecard and the rotation proposal; does not unilaterally change preferred-list membership.
Trigger conditions
- Explicit: "vendor scorecard", "SLA review", "review dispatch", "rotate vendor".
- Implicit:
repeat_work_order_rate above overlay threshold for a vendor; vendor license or insurance expiry within overlay window; SLA breach pattern.
- Recurring: weekly property-level SLA check; quarterly portfolio-level vendor scorecard.
Inputs (required / optional)
| Input |
Type |
Required |
Notes |
| WorkOrder log (T90) |
table |
required |
dispatch_ts, completed_ts, vendor_id |
| Vendor list + certs |
table |
required |
insurance, license dates |
| Vendor rate cards |
csv |
required |
for pricing discipline view |
| SLA policy overlay |
yaml |
required |
SLAs by priority and trade |
| Repeat WO history |
derived |
required |
input to scorecard |
Outputs
| Output |
Type |
Shape |
| Vendor scorecard |
scorecard |
per vendor: SLA adherence, repeat rate, cost discipline, cert freshness |
| Flagged underperformers |
list |
rationale, proposed action, approval gate |
| Cert-refresh requests |
checklist |
vendor, cert type, expiry date |
| Rotation proposal |
memo |
add/remove/suspend proposals |
Required context
Asset_class, segment, management_mode, market.
Process
- Pull dispatch data. Join WOs to vendors; compute per-vendor SLA adherence,
repeat_work_order_rate, cost-vs-rate-card variance.
- Scorecard compute. Score per overlay rubric: SLA, repeat, quality (callbacks), cost discipline, cert freshness.
- Cert freshness gate. Vendors with expired certs lose preferred status immediately; dispatches are refused by
workflows/work_order_triage until cert refresh.
- Underperformer identification. Vendors below overlay thresholds flagged; proposed actions (coach, suspend, rotate out) per rubric.
- Rotation proposal. Additions and removals to the preferred list require
approval_request row 19 for contract changes; list changes without contract impact route to asset_manager for approval per overlay.
- Cost discipline check. Variance of actual cost to rate card above overlay threshold flags for re-negotiation.
- Communication drafts. Vendor-facing drafts
draft_for_review; scorecard-share drafts for routine updates.
- Confidence banner. Reference
as_of_date and cert-freshness dates surfaced.
Metrics used
repeat_work_order_rate, work_order_aging, open_work_orders.
Reference files used
reference/normalized/approved_vendor_list__{market}.csvreference/normalized/vendor_rate_cards__{market}.csvreference/normalized/vendor_sla_policy__{org}.yamlreference/normalized/approval_threshold_defaults.csv
Escalation points
- Expired cert: PM -> regional; preferred status removed.
- Vendor contract change:
approval_request row 19.
- Performance dispute: regional -> asset_manager.
Required approvals
- Vendor contract signature (row 19).
- Preferred-list changes per overlay.
Failure modes
- Keeping a preferred vendor with stale certs. Fix: automatic removal on expiry.
- Scoring on SLA only, missing repeat rate. Fix: rubric includes both.
- Over-reliance on one vendor. Fix: concentration flag per trade.
- Silent rate-card drift. Fix: cost discipline check surfaces variance.
Edge cases
- Single-source trade market: overlay flags; scorecard widened to capture context; PM proposes sourcing.
- Seasonal vendor: scorecard annualized; SLA adjusted per overlay seasonal adjustment.
- Emergency sub: allowed outside preferred list for P1; cert check still required; dispatch recorded as exception.
Example invocations
- "Run the weekly SLA review for Ashford Park."
- "Build the quarterly vendor scorecard for the Charlotte portfolio."
- "Vendor X has three repeat WOs this month. Recommend next step."
Example outputs
Output — Weekly vendor SLA snapshot (abridged, Ashford Park)
SLA adherence. Most vendors above SLA band; one plumbing vendor below SLA on P2; flagged for coaching.
Repeat rate. One HVAC vendor above overlay threshold; scorecard flag; proposed action: coach + re-bid.
Cert freshness. One vendor insurance expiring within overlay window; cert-refresh request drafted.
Cost discipline. One vendor consistently above rate card; re-negotiation proposed.
Rotation proposal. No removals this week. One suspension candidate under review for quarterly.
Approvals opened. None for contract changes this week; queued for quarterly.
Confidence banner. approved_vendor_list__charlotte@2026-04-01, status=starter. vendor_sla_policy@2026-03-31, status=starter.
1---2name: vendor-dispatch-and-sla-review3description: Weekly and quarterly review of dispatch SLA adherence and vendor performance. Produces a vendor scorecard per market and trade, flags underperformers, verifies insurance and licensure freshness, and proposes rotation actions. Vendor contract changes are routed for approval.4---56# Vendor Dispatch and SLA Review78## Workflow purpose910Keep the approved vendor list accurate, the SLAs enforced, and underperformers rotated out. Produces the scorecard and the rotation proposal; does not unilaterally change preferred-list membership.1112## Trigger conditions1314- **Explicit:** "vendor scorecard", "SLA review", "review dispatch", "rotate vendor".15- **Implicit:** `repeat_work_order_rate` above overlay threshold for a vendor; vendor license or insurance expiry within overlay window; SLA breach pattern.16- **Recurring:** weekly property-level SLA check; quarterly portfolio-level vendor scorecard.1718## Inputs (required / optional)1920| Input | Type | Required | Notes |21|---|---|---|---|22| WorkOrder log (T90) | table | required | dispatch_ts, completed_ts, vendor_id |23| Vendor list + certs | table | required | insurance, license dates |24| Vendor rate cards | csv | required | for pricing discipline view |25| SLA policy overlay | yaml | required | SLAs by priority and trade |26| Repeat WO history | derived | required | input to scorecard |2728## Outputs2930| Output | Type | Shape |31|---|---|---|32| Vendor scorecard | `scorecard` | per vendor: SLA adherence, repeat rate, cost discipline, cert freshness |33| Flagged underperformers | list | rationale, proposed action, approval gate |34| Cert-refresh requests | `checklist` | vendor, cert type, expiry date |35| Rotation proposal | `memo` | add/remove/suspend proposals |3637## Required context3839Asset_class, segment, management_mode, market.4041## Process42431. **Pull dispatch data.** Join WOs to vendors; compute per-vendor SLA adherence, `repeat_work_order_rate`, cost-vs-rate-card variance.442. **Scorecard compute.** Score per overlay rubric: SLA, repeat, quality (callbacks), cost discipline, cert freshness.453. **Cert freshness gate.** Vendors with expired certs lose preferred status immediately; dispatches are refused by `workflows/work_order_triage` until cert refresh.464. **Underperformer identification.** Vendors below overlay thresholds flagged; proposed actions (coach, suspend, rotate out) per rubric.475. **Rotation proposal.** Additions and removals to the preferred list require `approval_request` row 19 for contract changes; list changes without contract impact route to asset_manager for approval per overlay.486. **Cost discipline check.** Variance of actual cost to rate card above overlay threshold flags for re-negotiation.497. **Communication drafts.** Vendor-facing drafts `draft_for_review`; scorecard-share drafts for routine updates.508. **Confidence banner.** Reference `as_of_date` and cert-freshness dates surfaced.5152## Metrics used5354`repeat_work_order_rate`, `work_order_aging`, `open_work_orders`.5556## Reference files used5758- `reference/normalized/approved_vendor_list__{market}.csv`59- `reference/normalized/vendor_rate_cards__{market}.csv`60- `reference/normalized/vendor_sla_policy__{org}.yaml`61- `reference/normalized/approval_threshold_defaults.csv`6263## Escalation points6465- Expired cert: PM -> regional; preferred status removed.66- Vendor contract change: `approval_request` row 19.67- Performance dispute: regional -> asset_manager.6869## Required approvals7071- Vendor contract signature (row 19).72- Preferred-list changes per overlay.7374## Failure modes75761. Keeping a preferred vendor with stale certs. Fix: automatic removal on expiry.772. Scoring on SLA only, missing repeat rate. Fix: rubric includes both.783. Over-reliance on one vendor. Fix: concentration flag per trade.794. Silent rate-card drift. Fix: cost discipline check surfaces variance.8081## Edge cases8283- **Single-source trade market:** overlay flags; scorecard widened to capture context; PM proposes sourcing.84- **Seasonal vendor:** scorecard annualized; SLA adjusted per overlay seasonal adjustment.85- **Emergency sub:** allowed outside preferred list for P1; cert check still required; dispatch recorded as exception.8687## Example invocations88891. "Run the weekly SLA review for Ashford Park."902. "Build the quarterly vendor scorecard for the Charlotte portfolio."913. "Vendor X has three repeat WOs this month. Recommend next step."9293## Example outputs9495### Output — Weekly vendor SLA snapshot (abridged, Ashford Park)9697**SLA adherence.** Most vendors above SLA band; one plumbing vendor below SLA on P2; flagged for coaching.9899**Repeat rate.** One HVAC vendor above overlay threshold; scorecard flag; proposed action: coach + re-bid.100101**Cert freshness.** One vendor insurance expiring within overlay window; cert-refresh request drafted.102103**Cost discipline.** One vendor consistently above rate card; re-negotiation proposed.104105**Rotation proposal.** No removals this week. One suspension candidate under review for quarterly.106107**Approvals opened.** None for contract changes this week; queued for quarterly.108109**Confidence banner.** `approved_vendor_list__charlotte@2026-04-01, status=starter`. `vendor_sla_policy@2026-03-31, status=starter`.
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