Client Program Vendor Scorecard Inspection

Inspection template for reviewing a vendor-managed client program against contracted performance metrics, threshold targets, and any resulting service credits, penalties, or corrective actions.

Inspection Scope and Program Identification

• Vendor and client program identified
• Review period matches the approved scorecard cycle
• Contracted metrics included in scope
• Source data and reporting period are documented

Metric Threshold Review

• Quality score meets or exceeds threshold
• Accuracy score meets or exceeds threshold
• Timeliness / SLA attainment meets threshold
• Productivity or throughput meets target
• Compliance metric meets threshold

Threshold Exceptions and Root Cause

• All metric variances are listed
• Root cause documented for each failed metric
• Corrective action owner and due date assigned
• Repeat issue identified as systemic

Credits, Penalties, and Commercial Impact

• Contractual credit or penalty clause applies
• Commercial adjustment amount calculated
• Adjustment type selected
• Finance or contract owner notified

Governance Review and Sign-Off

• Escalation required based on results
• Action plan documented for failed metrics
• Inspector comments summarize overall performance and exceptions
• Inspector signature