Performance management refers to a set of processes, metrics and activities through which contract managers monitor, review and facilitate improvements to the services delivered to the client. Performance management is an ongoing process and involves several components, including:
- setting objectives,
- setting metrics and targets,
- assessing progress,
- soliciting feedback,
- identifying areas for improvement,
- finding opportunities for innovation.
Typically, performance expectations will be spelled out in a Service Level Agreement (SLA) However, the most effective performance management process will requires regular communication and collaboration with client company stakeholders. You will want to show buyers that you will operate with a clearly-defined set of standards and metrics against which performance can be assessed -- typically a set of Key Performance Indicators (KPIs) agreed with the client at the time of contract award. It is a good idea to provide a provisional list of KPIs that your company proposes to adopt as part of your proposal.
Below is a template you can modify to suit your own business context.