Accessing your supplier KPI scorecard
- HSV scorecards are usually published one month after sales reports are due (other health services will have their own schedule)
- Log in to healthsharevic.org.au > Dashboard > Procurement Portal
- then My Organisation > Scorecards > In Progress Surveys
“I can’t see the scorecard”
- Check with your Procurement Portal superuser, they’ll be able to assign you access rights to the scorecards (and RFXs too if needed). If you're not sure who the superuser is, or they're not available, please get in touch with us.
Performance expectations
- Meeting the expectations set out in the agreement requires hitting an ≥80% performance score across all KPIs
- HSV recognises that increasing performance beyond reasonable levels incurs a cost that ultimately gets passed on to the customer
- For this reason KPI benchmarks are set at a level of performance that our health services could reasonably expect
- Supplier performance is monitored over the term of the contract, and is also considered at tender evaluation time
- Under performance could trigger a request to explain how you will address the performance deficit
- This could lead to the creation of a performance improvement plan that you are required to follow
Scoring
How the final scores are calculated:
So that your KPI performance can be compared within categories and across different categories, the actual score you enter (the 'reference score') is then converted to a 'performance score'. An 80% or better performance score means you are meeting the expectations set in the contract KPIs, or simply 'Meeting Expectations'.
To give two examples:
- For a KPI requiring ≥98% invoice accuracy
- If your invoicing (i.e. your reference score) was 99% accurate this would be considered to Exceed Expectations;
- Hitting 98% would be Meeting Expectations;
- 97% accurate might rank as Below Expectations, but not quite Unacceptable;
- And invoicing below about 80% might be considered Unacceptable (as the amount of errors create an unacceptable amount of additional work for the health services)
- Likewise for a KPI requiring ≥95% DIFOT, a reference score of 95% would be considered to Meet Expectations, with a reference score under 85% considered Unacceptable
Using these examples, you can see that 97% would be Exceeding Expectations for DIFOT, but 97% for Invoice Accuracy would be Below Expectations
Performance Categories
HSV contract KPIs fall into five performance categories (aka key performance areas):
Governance
NPC compliance
This KPI measures how closely your current pricing schedule matches the data you have uploaded to the NPC
- Score are input by: HPV
- Maintenance of product data on the NPC. ≥95% of the key data fields are correct for HSV contract items on the NPC. These data fields include: Price, Number of Each, Product ID Code, Price ex, Minimum Order Quantity, Country of Manufacture, and any Volume Discount Prices/Quantities
- NPC compliance 80%. ≥80% of your HPV contracted items are listed on the NPC (we use GTINs for this KPI)
Recall compliance
Measures whether your recalls are managed through GS1's Recall/Recall Health platform
- Input by: Supplier, with validation by Health Services
- ≥95% use of Recall Health for all recalls (including applicable TGA and FDA alerts) within the timelines specified in the agreement. (If the contractor is Recall live AND there are no applicable recalls in this period, please enter 100%)
Advance Notice of Contract Variations
Measures how much notice you give for contract variations. This is important for us to manage the transition to new products, and the changes to the data in the various HPV and health service systems.
- Input by: Supplier, with validation by Health Services
- ≥90% of contract variation requests provide at least three months’ notice until the effective date
- (If you haven't submitted any contract variations for this period, then please enter 100%)
Delivery
DIFOT-Q
Measures whether you deliver in full, on time, to the quality specified
- Input by: Supplier, with validation by Health Services
Backorders
Measures the percentage of items you have on backorder
- Input by: Supplier, with validation by Health Services
Stock availability
Measures your ability to completely fulfil orders
- Input by: Supplier, with validation by Health Services
Equipment delivery, commissioning, maintenance (planned and unplanned), and spare parts delivery
Measures your ability to fulfil these requirements
- Input by: Supplier, with validation by Health Services
Invoicing
Invoice accuracy
This KPI measures the accuracy of your invoicing
- Input by: Supplier, with validation by Health Services
Reporting
Sales Reports on time
Measures whether your sales reports are on time
- Input by: HSV
Sales Report accuracy
Measures the accuracy of your sales reports. The score reflects your accuracy with Ordering Part Numbers, HSV Product Numbers, GTINs, Net Content, Quantity Invoiced, Net Content UOM, and Price Charged
- Input by: HSV
Accurate and on time sales reports are important for HSVs market analytics and for scoping categories
Customer Service
Responsiveness
This KPI measures your responsiveness to customers, i.e. how quickly you respond to phone or email requests
- Input by: Supplier, with validation by Health Services
Effectiveness
This KPI measures the effectiveness of your customer service i.e. how quickly you resolve customer service requests
- Input by: Supplier, with validation by Health Services
Feedback
This KPI measures your performance as assessed by surveys of health service customers
- Input by: Supplier, with validation by Health Services
Net Promoter Score
This KPI measures the willingness of your customers to recommend your services
- Input by: Supplier, with validation by Health Services