2-23.2 Aspects of Performance Metrics

The performance metrics selected must offer clear and demonstrable evidence of the success of each of the following aspects, even in areas where a metric is hard to quantify:

• Quality — conformance to contract requirements and standards of good workmanship.
• Timeliness of performance — adherence to contract schedules, including the administrative aspects of performance.
• Client-supplier relationship — being reasonable and cooperative; commitment to customer satisfaction; integrity and ethics.
• Cost control — forecasting and containing costs on changes and cost-reimbursement contracts.

There should be at least one metric in each category above. The intention is to form the most comprehensive view possible of the performance of the supplier, the Postal Service, and any subcontractors involved. All purchase/SCM team members with contract management responsibilities are required to ensure that a formal feedback process is in place with suppliers that covers these key criteria.