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How can you manage vendor performance feedback to improve your FM team?

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As a facility manager, you rely on various vendors to provide essential services and products for your buildings and occupants. However, managing vendor relationships can be challenging, especially when it comes to giving and receiving feedback. How can you ensure that your feedback is constructive, timely, and aligned with your FM goals? And how can you use vendor feedback to improve your own FM team's performance and skills? In this article, we will share some tips and best practices on how to manage vendor performance feedback effectively.

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Luke Allan

General Manager - Property / Facilities Management
Rodrigo Cesar Ueda da Luz

Facility Manager | Hard Facilities Management | Engenheiro Civil | Especialista em Gest?o de Negócios e Patologias das…
Michelle Wittman

HR Generalist @ ABB OPTICAL GROUP | Compliance, Talent Acquisition, Employee Relations, & Risk Management for the…

1 Define clear expectations and criteria

The first step to manage vendor performance feedback is to establish clear expectations and criteria for each vendor contract. This means defining the scope, quality, cost, and timeline of the services or products you require, as well as the key performance indicators (KPIs) and metrics you will use to measure and evaluate them. You should also communicate the frequency, format, and method of feedback delivery, and agree on how to handle any issues or disputes that may arise. By setting clear expectations and criteria, you can avoid misunderstandings, confusion, and conflicts, and ensure that both parties are on the same page.

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Luke Allan

General Manager - Property / Facilities Management
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Firstly you should establish exact standards and requirements for every contract in order to manage vendor feedback. These could include scope of work, quality, cost and schedule in addition to the KPIs and metrics used to evaluate it. Also, you should agree on the best times and methods for providing feedback as well as for resolving issues.

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Rodrigo Cesar Ueda da Luz

Facility Manager | Hard Facilities Management | Engenheiro Civil | Especialista em Gest?o de Negócios e Patologias das Edifica??es | Palestrante | PCM
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Definir um escopo detalhado e bem claro quanto aos critérios e expectativas é muito importante. O cronograma de atendimento também deve ser bem elaborado e tangível, pois precisa ser cumprido na prática, dessa forma é fundamental acompanhar o SLA de atendimento. Outro ponto importante é avaliar a qualidade da presta??o dos servi?os através de indicadores como os KPI's, onde sempre que n?o atingir as expectativas do contrato, deve-se reunir com o fornecedor para passar o feedback e alinhar os pontos de melhoria.

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2 Provide regular and balanced feedback

The second step to manage vendor performance feedback is to provide regular and balanced feedback to your vendors. This means giving feedback at appropriate intervals, such as after each milestone, project completion, or contract renewal, and not waiting until the last minute or when problems occur. It also means giving feedback that is balanced, meaning that you acknowledge the strengths and achievements of your vendors, as well as the areas for improvement and development. You should also provide feedback that is specific, objective, and evidence-based, using the KPIs and metrics you agreed on, and avoid vague, subjective, or emotional statements.

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Rodrigo Cesar Ueda da Luz

Facility Manager | Hard Facilities Management | Engenheiro Civil | Especialista em Gest?o de Negócios e Patologias das Edifica??es | Palestrante | PCM
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Fornecer feedback ao seu fornecedor auxiliará o mesmo a prestar um servi?o mais alinhado às suas expectativas. Lembre-se, mais importante que buscar um fornecedor é transformá-los em parceiros, onde eles entendam as suas necessidades e trabalhe junto com você para atingir os objetivos. Fornecedores nao devem ser tratados como inimigos.

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Luke Allan

General Manager - Property / Facilities Management
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Secondly, you should provide consistent feedback to vendors in order to manage their input. This entails providing feedback when appropriate, rather than just when something goes wrong. It also entails providing constructive criticism, highlighting areas for improvement while also praising the their good work. You should provide feedback that is based on the KPIs and metrics you set, not based on the issues of the day.

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3 Solicit and act on feedback

The third step to manage vendor performance feedback is to solicit and act on feedback from your vendors. This means asking your vendors for their opinions, suggestions, and concerns about your FM team's performance and collaboration. You should also encourage your vendors to share any best practices, innovations, or trends that they have observed or implemented in their industry or field. By soliciting and acting on feedback, you can show your vendors that you value their input and expertise, and that you are open to learning and improvement. You can also identify any gaps or opportunities in your FM team's skills, processes, or systems, and take action to address them.

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4 Track and review feedback

The fourth step to manage vendor performance feedback is to track and review feedback from and to your vendors. This means recording and documenting the feedback you give and receive, using tools such as spreadsheets, databases, or software platforms. You should also review the feedback periodically, such as quarterly or annually, and analyze the trends, patterns, and outcomes. By tracking and reviewing feedback, you can monitor and measure the progress and performance of your vendors and your FM team, and evaluate the impact and effectiveness of the feedback. You can also use the feedback data to inform your future decisions and actions.

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Michelle Wittman

HR Generalist @ ABB OPTICAL GROUP | Compliance, Talent Acquisition, Employee Relations, & Risk Management for the states of IL and PA.
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In my experience tracking and logging vital information is key and projecting changes on a regular basis. Sharing the information with key senior team and management regularly is vital to growth.

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5 Train and develop your FM team

The fifth step to manage vendor performance feedback is to train and develop your FM team based on the feedback. This means providing your FM team with the necessary knowledge, skills, and resources to improve their vendor management competencies and capabilities. You should also create a culture of feedback within your FM team, where you encourage and support your team members to give and receive feedback from each other and from other stakeholders. By training and developing your FM team, you can enhance their performance and professionalism, and increase their satisfaction and retention.

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Rodrigo Cesar Ueda da Luz

Facility Manager | Hard Facilities Management | Engenheiro Civil | Especialista em Gest?o de Negócios e Patologias das Edifica??es | Palestrante | PCM
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Através dp feedback de desempenho, você deve treinar e capacitar sua equipe de facilities, para que eles possam se desenvolver. Isso promoverá a busca pelo conhecimento e habilidades necessárias para desempenhar o papel que você espera.

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6 Recognize and reward your vendors and your FM team

The sixth and final step to manage vendor performance feedback is to recognize and reward your vendors and your FM team for their performance and feedback. This means expressing your appreciation and gratitude to your vendors and your FM team for their contributions and achievements, and for their feedback and improvement. You should also provide tangible and intangible rewards, such as bonuses, incentives, certificates, or recognition events, to motivate and incentivize your vendors and your FM team to continue to perform well and provide feedback. By recognizing and rewarding your vendors and your FM team, you can strengthen your relationships, loyalty, and trust, and foster a positive and productive feedback culture.

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Luke Allan

General Manager - Property / Facilities Management
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Rewarding vendors for good performance can provide numerous benefits. For example, it can; ? Boost the quality and efficiency of their work as they will be more motivated. ? Improve your relationship and trust with them as they will feel valued. This can also help you communicate and collaborate better. ? Enhance your reputation and as a fair and ethical business partner. This can also attract new and better vendors in the future. ? Reduce your costs and risks, as you will keep your high-performing vendors and avoid finding and training new ones. ? Help to prevent or resolve any issues more easily. Always use clear and objective KPI and metrics to measure and evaluate their performance, and give regular feedback.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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How can you manage vendor performance feedback to improve your FM team?

1

2

3

4

5

6

7

1 Define clear expectations and criteria

2 Provide regular and balanced feedback

3 Solicit and act on feedback

4 Track and review feedback

5 Train and develop your FM team

6 Recognize and reward your vendors and your FM team

7 Here’s what else to consider

Facility Management (FM)

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How can you manage vendor performance feedback to improve your FM team?

1

2

3

4

5

6

7

1 Define clear expectations and criteria

2 Provide regular and balanced feedback

3 Solicit and act on feedback

4 Track and review feedback

5 Train and develop your FM team

6 Recognize and reward your vendors and your FM team

7 Here’s what else to consider

Facility Management (FM)

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