SP11: Manage suppliers: Difference between revisions

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<itpmch><title>SP11: Manage suppliers | YaSM Service Management Wiki</title>
<itpmch><title>SP11: Manage suppliers | YaSM Wiki</title>
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<html><div class="noresize"><a href="https://yasm.com/wiki/de/index.php/SP11:_Managen_von_Lieferanten_und_Dienstleistern"><img src="https://yasm.com/wiki/en/img/yasm-wiki/YaSM-Wiki-Deutsch.png" width="140" height="36" style="float:right;" alt="auf Deutsch" title="This page in German" /></a></div><br style="clear:both;"/>
<a href="https://yasm.com/wiki/de/index.php/SP11:_Managen_von_Lieferanten_und_Dienstleistern"><img src="https://yasm.com/wiki/en/img/yasm-wiki/yasm-wiki-deutsch.png" width="48" height="30" style="float:right;" alt="auf Deutsch" title="diese Seite auf Deutsch" /></a><br style="clear:both;"/>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p><b>Process name:</b> <a href="#Process_description" title="SP11: Manage suppliers - Process description">Manage suppliers</a> - <b>Part of</b>: <a itemprop="isPartOf" href="https://yasm.com/wiki/en/index.php/YaSM_Processes#supporting-service-management-processes" title="YaSM supporting service management processes">Supporting service management processes</a></p>
<p><b>Previous process:</b> <a href="https://yasm.com/wiki/en/index.php/SP10:_Manage_human_resources" title="SP10: Manage human resources">Manage human resources</a></p>
<p><b>Next process:</b> <a href="https://yasm.com/wiki/en/index.php/SP12:_Manage_service_financials" title="SP12: Manage service financials">Manage service financials</a></html>


<p><b>Process name:</b> <a href="#Process_description">Manage suppliers</a> - <b>Part of:</b> <a href="/wiki/en/index.php/Service_Management_Processes#Supporting_processes" title="The supporting processes in YaSM service management">Supporting processes</a>
</p><p><b>Previous process:</b> <a href="/wiki/en/index.php/SP10:_Manage_human_resources" title="SP10: Manage human resources">Manage human resources</a>
</p><p><b>Next process:</b> <a href="/wiki/en/index.php/SP12:_Manage_service_financials" title="SP12: Manage service financials">Manage service financials</a></html>
<p>&nbsp;</p>
<p>&nbsp;</p>


==Process description==
==Process description==


<html><div itemscope itemtype="https://schema.org/ImageObject"><a href="https://yasm.com/wiki/en/img/yasm-process/Manage-suppliers-yasm-sp11.jpg" title="Manage suppliers. - YaSM process SP11" itemprop="contentUrl"><img style="margin:20px 0px 10px 0px; float:left;" src="https://yasm.com/wiki/en/img/yasm-process/Manage-suppliers-yasm-sp11.jpg" width="638" height="525" title="Manage suppliers. - YaSM process SP11" alt="Fig. 1: Manage suppliers. - YaSM supplier management process SP11." /></a><br style="clear:both;"/><div class="thumbcaption"><span style="font-variant:small-caps;"><b>Figure 1:</b></span> <small><span itemprop="caption">"Manage suppliers". - YaSM supporting service management process SP11.</span></small></div></div><br style="clear:both;"/>
<html><span id="md-itempage-description" itemprop="description">The <b><span style="color:#465674;">supplier management process</span></b> in YaSM (<a href="https://yasm.com/wiki/en/img/yasm-process/Manage-suppliers-yasm-sp11.jpg" title="YaSM supplier management (SP11)">fig. 1</a>) ensures that all agreements with suppliers support the needs of the business, and that all suppliers meet their contractual commitments.</span></p>
<p>&nbsp;</p>


<p><span itemprop="description"><span itemprop="alternativeHeadline">YaSM's supplier management process</span> ("<strong class="selflink"><span itemprop="name Headline">SP11: Manage suppliers</span></strong>") ensures that all agreements with suppliers support the needs of the business, and that all suppliers meet their contractual commitments.</span></p>
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<meta itemprop="keywords" content="yasm supplier management" />
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<meta itemprop="keywords" content="ITIL 4 supplier management" />
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<figure class="mw-halign-left" typeof="mw:File/Thumb"><a itemprop="contentUrl" href="https://yasm.com/wiki/en/img/yasm-process/Manage-suppliers-yasm-sp11.jpg" title="Manage suppliers. - YaSM supplier management process SP11"><img srcset="https://yasm.com/wiki/en/img/yasm-process/480px/Manage-suppliers-yasm-sp11.jpg 480w, https://yasm.com/wiki/en/img/yasm-process/800px/Manage-suppliers-yasm-sp11.jpg 800w, https://yasm.com/wiki/en/img/yasm-process/Manage-suppliers-yasm-sp11.jpg 1200w" sizes="100vw" src="https://yasm.com/wiki/en/img/yasm-process/Manage-suppliers-yasm-sp11.jpg" fetchpriority="high" decoding="async" width="800" height="600" class="mw-file-element" alt="Fig. 1: Manage suppliers. - YaSM supplier management process SP11. - Related with: Practice of ITIL 4 supplier management." /></a><figcaption><span style="font-variant:small-caps;"><b>Fig. 1: 'Manage suppliers'</b><br /><a href="https://yasm.com/wiki/en/img/yasm-process/Manage-suppliers-yasm-sp11.jpg" title="YaSM supplier management SP11">YaSM supplier management process ('SP11')</a>.</span></figcaption></figure></div></html>
<br style="clear:both;"/>


<p>One of the key responsibilities of the process is setting up externally supplied supporting services.</p>
One of the key responsibilities of the process is setting up externally supplied supporting services.


<p>If external supporting services need to be put in place as part of a service development project, service design will provide the requirements for such services. The supplier manager is then in charge of selecting suitable suppliers and negotiating the precise details of the services to be delivered (documented in service definitions and external service agreements).</p>
If external supporting services need to be put in place as part of a service development project, service design will provide the requirements for such services. The supplier manager is then in charge of selecting suitable suppliers and negotiating the precise details of the services to be delivered (documented in service definitions and external service agreements).


<p>Once supplier agreements are in place, supplier management performs regular reviews of the agreements to ensure that the contracts continue to be in line with business needs. It also monitors on an ongoing basis if the suppliers meet their contractual commitments and takes corrective action if required.</p>
Once supplier agreements are in place, supplier management performs regular reviews of the agreements to ensure that the contracts continue to be in line with business needs. It also monitors on an ongoing basis if the suppliers meet their contractual commitments and takes corrective action if required.


<p>Last but not least, the supplier management process procures the various goods required by the service provider organization, such as spare parts, licenses and consumables.</html>
Last but not least, the supplier management process procures the various goods required by the service provider organization, such as spare parts, licenses and consumables.
<p>&nbsp;</p>


<p>&nbsp;</p>
<html><i><u>Compatibility</u>: The YaSM supplier management process is <a href="/wiki/en/index.php/YaSM_and_ISO_20000#ISO_20000_requirements_and_related_service_management_processes" title="YaSM and ISO 20000">aligned with ISO 20000</a>, the international standard for service management (see ISO/IEC 20000-1:2018, sections <a href="/wiki/en/index.php/YaSM_and_ISO_20000#Leadership" title="ISO 20000 section 5: Leadership">5</a>, <a href="/wiki/en/index.php/YaSM_and_ISO_20000#Operational-planning-and-control" title="ISO 20000 section 8.1: Operational planning and control">8.1</a> and <a href="/wiki/en/index.php/YaSM_and_ISO_20000#Relationship-and-agreement" title="ISO 20000 section 8.3: Relationship and agreement">8.3</a>), and it <a href="/wiki/en/index.php/YaSM_and_ITIL#ITIL-4-Supplier-management" title="ITIL 4 practices and YaSM processes: ITIL 4 supplier management">corresponds to the practice of 'ITIL 4 supplier management'</a>.</i></html>


==Sub-processes==
==Sub-processes==


<html><div itemscope="itemscope" itemtype="https://schema.org/ItemList"><!-- define schema.org/ItemList -->
<html>YaSM's supplier management process has the following sub-processes:</p>
<meta itemprop="itemListOrder" content="Ascending" />
<p><span itemprop="name" content="SP11: Manage suppliers. - Sub-processes:"><i>"Manage suppliers"</i> has the following sub-processes:</span>
</p>
<p>&#160;</p>
<p><b><span id="SP11.1" itemprop="itemListElement">SP11.1: Set up external supporting services</span></b></p>
<ul><li itemprop="description">Process objective: To set up external supporting services. This process is typically called upon during service implementation if new or changed external supporting services are needed for a new service.</li></ul>
<p><br /></p>
<p><b><span id="SP11.2" itemprop="itemListElement">SP11.2: Procure infrastructure items</span></b></p>
<ul><li itemprop="description">Process objective: To procure infrastructure items. This process is called upon, for example, during service implementation if new technical infrastructure is needed for a new service, or during service operation if spare parts are to be procured.</li></ul>
<p><br /></p>
<p><b><span id="SP11.3" itemprop="itemListElement">SP11.3: Hold supplier meetings</span></b></p>
<ul><li itemprop="description">Process objective: To communicate with suppliers on a regular basis in order to discuss any issues related to their performance, to identify potentials for improving the cooperation and to learn about the suppliers' plans for the future.</li></ul>
<p><br /></p>
<p><b><span id="SP11.4" itemprop="itemListElement">SP11.4: Renew or terminate supplier agreements</span></b></p>
<ul><li itemprop="description">Process objective: To assess on a regular basis if agreements with suppliers are still relevant before renewing those agreements, and to terminate agreements which are no longer needed.</li></ul>
<p><br /></p>
<p><b><span id="SP11.5" itemprop="itemListElement">SP11.5: Check supplier invoices</span></b></p>
<ul><li itemprop="description">Process objective: To check incoming supplier invoices for correctness before forwarding them to financial management for settlement.</li></ul>
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<p>&nbsp;</p>
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<link id="md-type-subProcess" itemprop="additionalType" href="http://www.productontology.org/id/Procedure_(business)" />
<div itemid="https://yasm.com/wiki/en/index.php/SP11:_Manage_suppliers#SP11.1" itemscope itemtype="https://schema.org/CreativeWork" itemref="md-type-subProcess">
<meta itemprop="alternateName" content="YaSM supplier management process SP11.1" />
<dl id="SP11.1"><dt itemprop="name">SP11.1: Set up external supporting services</dt>
<dd itemprop="description">Process objective: To set up external supporting services. This process is typically called upon during service implementation if new or changed external supporting services are needed for a new service.</dd></dl>
</div>
<div itemid="https://yasm.com/wiki/en/index.php/SP11:_Manage_suppliers#SP11.2" itemscope itemtype="https://schema.org/CreativeWork" itemref="md-type-subProcess">
<meta itemprop="alternateName" content="YaSM supplier management process SP11.2" />
<dl id="SP11.2"><dt itemprop="name">SP11.2: Procure infrastructure items</dt>
<dd itemprop="description">Process objective: To procure infrastructure items. This process is called upon, for example, during service implementation if new technical infrastructure is needed for a new service, or during service operation if spare parts are to be procured.</dd></dl>
</div>
<div itemid="https://yasm.com/wiki/en/index.php/SP11:_Manage_suppliers#SP11.3" itemscope itemtype="https://schema.org/CreativeWork" itemref="md-type-subProcess">
<meta itemprop="alternateName" content="YaSM supplier management process SP11.3" />
<dl id="SP11.3"><dt itemprop="name">SP11.3: Hold supplier meetings</dt>
<dd itemprop="description">Process objective: To communicate with suppliers on a regular basis in order to discuss any issues related to their performance, to identify potentials for improving the cooperation and to learn about the suppliers' plans for the future.</dd></dl>
</div>
<div itemid="https://yasm.com/wiki/en/index.php/SP11:_Manage_suppliers#SP11.4" itemscope itemtype="https://schema.org/CreativeWork" itemref="md-type-subProcess">
<meta itemprop="alternateName" content="YaSM supplier management process SP11.4" />
<dl id="SP11.4"><dt itemprop="name">SP11.4: Review supplier performance</dt>
<dd itemprop="description">Process objective: To monitor the performance of the suppliers, in particular third-party suppliers providing or operating services or processes. This includes verifying if service targets and other contractual obligations are fulfilled, as well as identifying the causes of nonconformities and opportunities for improvement.</dd></dl>
</div>
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<meta itemprop="alternateName" content="YaSM supplier management process SP11.5" />
<dl id="SP11.5"><dt itemprop="name">SP11.5: Renew or terminate supplier agreements</dt>
<dd itemprop="description">Process objective: To assess on a regular basis if agreements with suppliers are still relevant before renewing those agreements, and to terminate agreements which are no longer needed.</dd></dl>
</div>
<div itemid="https://yasm.com/wiki/en/index.php/SP11:_Manage_suppliers#SP11.6" itemscope itemtype="https://schema.org/CreativeWork" itemref="md-type-subProcess">
<meta itemprop="alternateName" content="YaSM supplier management process SP11.6" />
<dl id="SP11.6"><dt itemprop="name">SP11.6: Check supplier invoices</dt>
<dd itemprop="description">Process objective: To check incoming supplier invoices for correctness before forwarding them to financial management for settlement.</dd></dl>
</div>
<div itemid="https://yasm.com/wiki/en/index.php/SP11:_Manage_suppliers#SP11.7" itemscope itemtype="https://schema.org/CreativeWork" itemref="md-type-subProcess">
<meta itemprop="alternateName" content="YaSM supplier management process SP11.7" />
<dl id="SP11.7"><dt itemprop="name">SP11.7: Handle supplier disputes</dt>
<dd itemprop="description">Process objective: To record supplier disputes, to assess the disputes and their underlying arguments, and to determine the steps required to resolve the disputes.</dd></dl>
</div>
<div itemid="https://yasm.com/wiki/en/index.php/SP11:_Manage_suppliers#SP11.8" itemscope itemtype="https://schema.org/CreativeWork" itemref="md-type-subProcess">
<meta itemprop="alternateName" content="YaSM supplier management process SP11.8" />
<dl id="SP11.8"><dt itemprop="name">SP11.8: Monitor supplier disputes</dt>
<dd itemprop="description">Process objective: To continuously monitor the processing status of outstanding supplier disputes and to take corrective action if required.</dd></dl>
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==Process outputs==
==Process outputs==


<html><div itemscope="itemscope" itemtype="https://schema.org/ItemList"><!-- define schema.org/ItemList -->
<html><!-- define schema.org/DefinedTermSet -->
<meta itemprop="itemListOrder" content="Ascending" />
<div itemid="https://yasm.com/wiki/en/index.php/SP11:_Manage_suppliers#process-inputs-outputs" itemscope="itemscope" itemtype="https://schema.org/DefinedTermSet">
<p>This section lists the <span itemprop="name">documents and records produced by <i>"Manage suppliers"</i></span>. YaSM data objects <a href="#ydo" title="YaSM data object">[*]</a> are marked with an asterisk, while other objects are displayed in gray.</p>
<link itemprop="additionalType" href="http://www.productontology.org/id/Input/output" />
<p>&#160;</p>
<meta itemprop="name" content="YaSM process SP11: documents and records" />
<p><b><span id="External-service-agreement" itemprop="itemListElement">External service agreement</span></b> <a href="#ydo" title="YaSM data object">[*]</a></p>
<meta itemprop="alternateName" content="Supplier management process outputs" />
<ul><li itemprop="description">An agreement between a service provider and an external supplier for supplying a supporting service as specified in the service definition. A signed external service agreement represents a commitment by an external service supplier to supply a supporting service in line with the agreed quality, at a specified cost. A single agreement may cover multiple services.</li></ul>
<meta itemprop="alternateName" content="Supplier management data objects" />
<p><br /></p>
<p><span itemprop="description">This section lists the documents and records produced by 'supplier management'.</span> YaSM data objects <a href="#ydo" title="YaSM data object">[*]</a> are marked with an asterisk, while other objects are displayed in gray.</p>
<p><b><span id="Goods-received-note" itemprop="itemListElement" style="color:#636363">Goods received note</span></b></p>
 
<ul><li itemprop="description" style="color:#636363">A notification sent by the supplier manager to confirm that ordered goods or services have been received.</li></ul>
<dl>
<p><br /></p>
<div itemprop="hasDefinedTerm" itemscope itemtype="https://schema.org/DefinedTerm">
<p><b><span id="License-or-lease-agreement" itemprop="itemListElement" style="color:#636363">License or lease agreement</span></b></p>
<dt itemprop="name" id="External-service-agreement">External service agreement</dt>
<ul><li itemprop="description" style="color:#636363">An agreement between a service provider and an external supplier governing, for example, the leasing of infrastructure items or the licensing of software.</li></ul>
<dd itemprop="description" style="margin-bottom: 1em;">An agreement between a service provider and an external supplier for supplying a supporting service as specified in the service definition. A signed external service agreement represents a commitment by an external service supplier to supply a supporting service in line with the agreed quality, at a specified cost. A single agreement may cover multiple services. <a href="#ydo" title="YaSM data object">[*]</a></dd></div>
<p><br /></p>
<div style="color:#636363" itemprop="hasDefinedTerm" itemscope itemtype="https://schema.org/DefinedTerm">
<p><b><span id="Purchase-order" itemprop="itemListElement" style="color:#636363">Purchase order</span></b></p>
<dt itemprop="name" id="Goods-received-note">Goods received note</dt>
<ul><li itemprop="description" style="color:#636363">An order to an external supplier for purchasing goods or services. If the order is for an externally supplied supporting service it is typically accompanied by a service definition specifying the properties of the service to be supplied.</li></ul>
<dd itemprop="description" style="margin-bottom: 1em;">A notification sent by the supplier manager to confirm that ordered goods or services have been received.</dd></div>
<p><br /></p>
<div style="color:#636363" itemprop="hasDefinedTerm" itemscope itemtype="https://schema.org/DefinedTerm">
<p><b><span itemprop="itemListElement">Service definition</span></b> <a href="#ydo" title="YaSM data object">[*]</a></p>
<dt itemprop="name" id="License-or-lease-agreement">License or lease agreement</dt>
<ul><li itemprop="description">A service definition specifies the service properties, in particular the offered functionality and the guaranteed service levels. Service definitions also describe how the organization's resources are used in order to provide the service. A service can be provided using one or several other (internal or external) supporting services.</li></ul>
<dd itemprop="description" style="margin-bottom: 1em;">An agreement between a service provider and an external supplier governing, for example, the leasing of infrastructure items or the licensing of software.</dd></div>
<p><br /></p>
<div style="color:#636363" itemprop="hasDefinedTerm" itemscope itemtype="https://schema.org/DefinedTerm">
<p><b><span id="Supplier-invoice" itemprop="itemListElement" style="color:#636363">Supplier invoice</span></b></p>
<dt itemprop="name" id="Purchase-order">Purchase order</dt>
<ul><li itemprop="description" style="color:#636363">An invoice from a supplier for the delivery of a service or product.</li></ul>
<dd itemprop="description" style="margin-bottom: 1em;">An order to an external supplier for purchasing goods or services. If the order is for an externally supplied supporting service it is typically accompanied by a service definition specifying the properties of the service to be supplied.</dd></div>
<p><br /></p>
<div itemprop="hasDefinedTerm" itemscope itemtype="https://schema.org/DefinedTerm">
<p><b><span id="Supplier-meeting-minutes" itemprop="itemListElement">Supplier meeting minutes</span></b> <a href="#ydo" title="YaSM data object">[*]</a></p>
<dt itemprop="name">Service definition</dt>
<ul><li itemprop="description">The supplier meeting minutes record the details and findings from a meeting of the service provider with one of its external service suppliers. This report is an important input for defining service improvement initiatives.</li></ul>
<dd itemprop="description" style="margin-bottom: 1em;">A service definition specifies the service properties, in particular the offered functionality and the guaranteed service levels. Service definitions also describe how the organization's resources are used in order to provide the service. A service can be provided using one or several other (internal or external) supporting services. See also: <a href="https://yasm.com/wiki/en/index.php/Service_Definition_-_Template" title="Service definition document template">Checklist / document template 'Service definition'</a>. <a href="#ydo" title="YaSM data object">[*]</a></dd></div>
<p><br /></p>
<div itemprop="hasDefinedTerm" itemscope itemtype="https://schema.org/DefinedTerm">
<p><b><span id="Supplier-portfolio" itemprop="itemListElement">Supplier portfolio</span></b> <a href="#ydo" title="YaSM data object">[*]</a></p>
<dt itemprop="name" id="Supplier-dispute-record">Supplier dispute record</dt>
<ul><li itemprop="description">The supplier portfolio is used to record all information related to suppliers. The supplier portfolio is the supplier manager’s view of the external suppliers which provide goods and services to the service provider.</li></ul>
<dd itemprop="description" style="margin-bottom: 1em;">A record containing the details of a supplier dispute, including the actions taken to resolve the issue. <a href="#ydo" title="YaSM data object">[*]</a></dd></div>
</div><!-- end of schema.org/ItemList --><p>
<div style="color:#636363" itemprop="hasDefinedTerm" itemscope itemtype="https://schema.org/DefinedTerm">
<dt itemprop="name" id="Supplier-dispute-status-information">Supplier dispute status information</dt>
<dd itemprop="description" style="margin-bottom: 1em;">A message containing the present status of a supplier dispute, typically sent to the supplier who is involved in the dispute.</dd></div>
<div style="color:#636363" itemprop="hasDefinedTerm" itemscope itemtype="https://schema.org/DefinedTerm">
<dt itemprop="name" id="Supplier-invoice">Supplier invoice</dt>
<dd itemprop="description" style="margin-bottom: 1em;">An invoice from a supplier for the delivery of a service or product.</dd></div>
<div itemprop="hasDefinedTerm" itemscope itemtype="https://schema.org/DefinedTerm">
<dt itemprop="name" id="Supplier-meeting-minutes">Supplier meeting minutes</dt>
<dd itemprop="description" style="margin-bottom: 1em;">The supplier meeting minutes record the details and findings from a meeting of the service provider with one of its external service suppliers. This report is an important input for defining service improvement initiatives. <a href="#ydo" title="YaSM data object">[*]</a></dd></div>
<div itemprop="hasDefinedTerm" itemscope itemtype="https://schema.org/DefinedTerm">
<dt itemprop="name" id="Supplier-portfolio">Supplier portfolio</dt>
<dd itemprop="description" style="margin-bottom: 1em;">The supplier portfolio is used to record all information related to suppliers. The supplier portfolio is the supplier manager’s view of the external suppliers which provide goods and services to the service provider. <a href="#ydo" title="YaSM data object">[*]</a></dd></div>
<div itemprop="hasDefinedTerm" itemscope itemtype="https://schema.org/DefinedTerm">
<dt itemprop="name" id="Supplier-review-report">Supplier review report</dt>
<dd itemprop="description" style="margin-bottom: 1em;">A supplier review report provides insight into a supplier's ability to fulfill their contractual obligations. In particular, it reports on the service levels achieved in relation to the agreed targets, as specified in the service definitions. Supplier review reports will also highlight any breaches of contractual commitments and exceptional events. <a href="#ydo" title="YaSM data object">[*]</a></dd></div>
</dl>
</div><!-- end of schema.org/DefinedTermSet --><p>


<p>&nbsp;</p>
<p>&nbsp;</p>
<hr />
<hr />
<p><i><b>Notes:</b></i>
<p><i><u>Notes:</u></i>
</p><p><span id="ydo"><strong>[*]</strong> <i>"YaSM data objects"</i> are those documents or records for which the YaSM model provides detailed recommendations: Every YaSM object has an associated checklist (see <a href="https://yasm.com/wiki/en/index.php/Service_Management_Checklists" title="Example: YaSM checklists and document templates">example</a>) describing its typical contents, and an associated lifecycle diagram depicting how the status of the object changes as it is created, updated, read and archived by various YaSM processes (see <a href="https://yasm.com/wiki/en/img/yasm-project/Yasm-object-lifecycle-diagram.jpg" title="Example: YaSM object lifecycle diagram (.JPG)">example</a>).</span>
</p><p><span id="ydo"><strong>[*]</strong> <i>"YaSM data objects"</i> are those documents or records for which the YaSM model provides detailed recommendations: Every YaSM object has an associated checklist (see <a href="https://yasm.com/wiki/en/index.php/Service_Definition_-_Template" title="Service Definition document template">document template 'Service definition'</a> and <a href="https://yasm.com/wiki/en/index.php/Service_Management_Checklists#yasm-template-example" title="Examples: YaSM checklists and document templates">more examples</a>) describing its typical contents, and an associated lifecycle diagram depicting how the status of the object changes as it is created, updated, read and archived by various YaSM processes (see <a href="https://yasm.com/wiki/en/img/yasm-project/Yasm-object-lifecycle-diagram.jpg" title="Example: YaSM object lifecycle diagram (.JPG)">example</a>).</span>
</p><p><i>"Other objects"</i> are mostly informal data or information where YaSM has less strong views about their contents. There are no associated lifecycle diagrams or checklists.</html>
</p><p><i>"Other objects"</i> are mostly informal data or information where YaSM has less strong views about their contents. There are no associated lifecycle diagrams or checklists.</html>


<p>&nbsp;</p>
==Process metrics==


==Process metrics==
Process metrics are used, for example, to assess if the service management processes are running according to expectations.


<html><p>Process metrics are used, for example, to assess if the service management processes are running according to expectations.</p>
For suggestions of [[Service Management Metrics|suitable metrics]], please refer to the [[Service_Management_Metrics#Metrics_for_the_supplier_management_process|list of metrics for the YaSM supplier management process]].
<p>For suggestions of <a itemprop="significantLinks" href="https://yasm.com/wiki/en/index.php/YaSM_Metrics" title="How to measure the performance of the YaSM processes - Process metrics">suitable metrics</a>, please refer to the <a itemprop="significantLinks" href="https://yasm.com/wiki/en/index.php/YaSM_Metrics/_Supporting_Service_Management_Processes#metrics-sp11" title="Metrics for the YaSM process SP11: Manage suppliers.">list of metrics for the YaSM supplier management process</a>.</html>
<p>&nbsp;</p>


==Roles and responsibilities==
==Roles and responsibilities==


'''<span id="responsible">Process owner: Supplier manager</span>'''
<span id="responsible">Process owner: The ''supplier manager'' is responsible for ensuring that value for money is obtained from all suppliers. This role makes sure that the contracts with external suppliers support the service provider's needs, and that all suppliers meet their contractual commitments.</span>
*The supplier manager is responsible for ensuring that value for money is obtained from all suppliers. This role makes sure that the contracts with external suppliers support the service provider's needs, and that all suppliers meet their contractual commitments.


<p>&nbsp;</p>
<p>&nbsp;</p>


{| class="wikitable sortable" style="background: white; text-align:center; vertical-align:top; font-size: 90%; line-height: 1.3em;"
{| class="wikitable" style="background: white; font-size: 95%"
|+<span style="font-size: 120%; line-height: 2.3em;">Responsibility matrix: "SP11: Manage suppliers"</span>
|+style="background:#465674; color:#ffffff; font-size: 110%"|Responsibility matrix: 'SP11: Manage suppliers'
|- style="vertical-align:top"
|- style="vertical-align:top"
! colspan="2"| YaSM role / sub-process
! colspan="2"| YaSM role / sub-process
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|- style="text-align:center"
|- style="text-align:center"
| SP11.4
| SP11.4
| style="text-align:left"|[[#SP11.4|Renew or terminate supplier agreements]]
| style="text-align:left"|[[#SP11.4|Review supplier performance]]
| -
| -
|AR
|AR
|- style="text-align:center"
|- style="text-align:center"
| SP11.5
| SP11.5
| style="text-align:left"|[[#SP11.5|Check supplier invoices]]
| style="text-align:left"|[[#SP11.5|Renew or terminate supplier agreements]]
| -
|AR
|- style="text-align:center"
| SP11.6
| style="text-align:left"|[[#SP11.6|Check supplier invoices]]
| -
|AR
|- style="text-align:center"
| SP11.7
| style="text-align:left"|[[#SP11.7|Handle supplier disputes]]
| -
|AR
|- style="text-align:center"
| SP11.8
| style="text-align:left"|[[#SP11.8|Monitor supplier disputes]]
| -
| -
|AR
|AR
Line 140: Line 234:
<p>&nbsp;</p>
<p>&nbsp;</p>


==[ Infobox ]==
== Notes ==


<html><table class="wikitable">
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<meta itemprop="caption" content="Process objective: YaSM supplier management - Manage suppliers (SP11)." />
<td>Link to this page:</td>
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<td><a itemprop="url" href="https://yasm.com/wiki/en/index.php/SP11:_Manage_suppliers">https://yasm.com/wiki/en/index.php/SP11:_Manage_suppliers</a></td>
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<meta itemprop="dateCreated" content="2021-09-21" />
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<meta itemprop="datePublished" content="2021-09-22" />
<td>Languages:</td>
<span itemprop="thumbnail" itemscope itemtype="https://schema.org/ImageObject">
<td><span itemprop="inLanguage" content="en">English</span> | <span><a itemprop="citation" class="external TEXT" href="https://yasm.com/wiki/de/index.php/SP11:_Managen_von_Lieferanten_und_Dienstleistern" title="SP11: Managen von Lieferanten und Dienstleistern">Deutsch</a></span></td>
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  <meta itemprop="width" content="400" />
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  <meta itemprop="height" content="209" />
<td>Image:</td>
  <meta itemprop="dateCreated" content="2023-12-12" />
<td style="vertical-align:top"><a itemprop="primaryImageOfPage" href="https://yasm.com/wiki/en/img/yasm-process/Manage-suppliers-yasm-sp11.jpg" title="Manage suppliers. - YaSM process SP11.">YaSM SP11: Manage suppliers (.JPG)</a></td>
  <meta itemprop="datePublished" content="2023-12-29" />
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</span>
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<meta itemprop="keywords" content="Supplier management process objective" />
<td>Author | Contributor:</td>
<figure class="mw-halign-left" typeof="mw:File/Thumb"><a itemprop="contentUrl" href="https://yasm.com/wiki/en/img/yasm-process/goal-definition/yasm-supplier-management-process.jpg" title="Supplier management: process objective"><img srcset="https://yasm.com/wiki/en/img/yasm-process/goal-definition/400px/yasm-supplier-management-process.jpg 400w, https://yasm.com/wiki/en/img/yasm-process/goal-definition/yasm-supplier-management-process.jpg 1200w" sizes="100vw" src="https://yasm.com/wiki/en/img/yasm-process/goal-definition/yasm-supplier-management-process.jpg" decoding="async" width="400" height="209" class="mw-file-element" alt="The supplier management process in YaSM ensures that all agreements with suppliers support the needs of the business, and that all suppliers meet their contractual commitments." /></a><figcaption><span style="font-variant:small-caps;">Supplier management process: Objectives</span></figcaption></figure></div>
<td><span itemprop="author">Stefan Kempter</span>&nbsp;<a rel="author" href="https://plus.google.com/111925560448291102517"><img style="margin:0px 0px 0px 0px;" src="/wiki/en/img/yasm-wiki/bookmarking/google.jpg" width="16" height="16" title="By: Stefan Kempter | Profile on Google+" alt="Author: Stefan Kempter, IT Process Maps GbR" /></a> &nbsp; and <span itemprop="contributor">Andrea Kempter</span>&nbsp;<a href="https://plus.google.com/113316270668629760475"><img style="margin:0px 0px 0px 0px;" src="/wiki/en/img/yasm-wiki/bookmarking/google.jpg" width="16" height="16" title="By: Andrea Kempter | Profile on Google+" alt="Contributor: Andrea Kempter, IT Process Maps GbR" /></a> &nbsp; - &nbsp; <span itemprop="creator copyrightHolder publisher">IT Process Maps</span>.</td>
 
</tr>
<p>Is based on: The supplier management process from the <a href="https://yasm.com/en/products/yasm-process-map" title="YaSM Process Map">YaSM Process Map</a>.</p>
</table>
<p>By:&#160;&#160;Stefan Kempter&#160;<a href="https://www.linkedin.com/in/stefankempter"><img style="margin:0px 0px 0px 0px;" src="/wiki/en/img/yasm-wiki/bookmarking/linkedin.jpg" width="16" height="16" title="By: Stefan Kempter | Profile on LinkedIn" alt="Author: Stefan Kempter, IT Process Maps GbR" /></a>&#160;&#160;and&#160;&#160;Andrea Kempter&#160;<a href="https://www.linkedin.com/in/andreakempter"><img style="margin:0px 0px 0px 0px;" src="/wiki/en/img/yasm-wiki/bookmarking/linkedin.jpg" width="16" height="16" title="By: Andrea Kempter | Profile on LinkedIn" alt="Contributor: Andrea Kempter, IT Process Maps GbR" /></a>, IT Process Maps.<br style="clear:both;"/><p>
<p>&nbsp;</p>


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Latest revision as of 16:26, 13 October 2024

auf Deutsch


 

Process name: Manage suppliers - Part of: Supporting processes

Previous process: Manage human resources

Next process: Manage service financials

 

Process description

The supplier management process in YaSM (fig. 1) ensures that all agreements with suppliers support the needs of the business, and that all suppliers meet their contractual commitments.

 

Fig. 1: Manage suppliers. - YaSM supplier management process SP11. - Related with: Practice of ITIL 4 supplier management.
Fig. 1: 'Manage suppliers'
YaSM supplier management process ('SP11').


One of the key responsibilities of the process is setting up externally supplied supporting services.

If external supporting services need to be put in place as part of a service development project, service design will provide the requirements for such services. The supplier manager is then in charge of selecting suitable suppliers and negotiating the precise details of the services to be delivered (documented in service definitions and external service agreements).

Once supplier agreements are in place, supplier management performs regular reviews of the agreements to ensure that the contracts continue to be in line with business needs. It also monitors on an ongoing basis if the suppliers meet their contractual commitments and takes corrective action if required.

Last but not least, the supplier management process procures the various goods required by the service provider organization, such as spare parts, licenses and consumables.

 

Compatibility: The YaSM supplier management process is aligned with ISO 20000, the international standard for service management (see ISO/IEC 20000-1:2018, sections 5, 8.1 and 8.3), and it corresponds to the practice of 'ITIL 4 supplier management'.

Sub-processes

YaSM's supplier management process has the following sub-processes:

SP11.1: Set up external supporting services
Process objective: To set up external supporting services. This process is typically called upon during service implementation if new or changed external supporting services are needed for a new service.
SP11.2: Procure infrastructure items
Process objective: To procure infrastructure items. This process is called upon, for example, during service implementation if new technical infrastructure is needed for a new service, or during service operation if spare parts are to be procured.
SP11.3: Hold supplier meetings
Process objective: To communicate with suppliers on a regular basis in order to discuss any issues related to their performance, to identify potentials for improving the cooperation and to learn about the suppliers' plans for the future.
SP11.4: Review supplier performance
Process objective: To monitor the performance of the suppliers, in particular third-party suppliers providing or operating services or processes. This includes verifying if service targets and other contractual obligations are fulfilled, as well as identifying the causes of nonconformities and opportunities for improvement.
SP11.5: Renew or terminate supplier agreements
Process objective: To assess on a regular basis if agreements with suppliers are still relevant before renewing those agreements, and to terminate agreements which are no longer needed.
SP11.6: Check supplier invoices
Process objective: To check incoming supplier invoices for correctness before forwarding them to financial management for settlement.
SP11.7: Handle supplier disputes
Process objective: To record supplier disputes, to assess the disputes and their underlying arguments, and to determine the steps required to resolve the disputes.
SP11.8: Monitor supplier disputes
Process objective: To continuously monitor the processing status of outstanding supplier disputes and to take corrective action if required.

Process outputs

This section lists the documents and records produced by 'supplier management'. YaSM data objects [*] are marked with an asterisk, while other objects are displayed in gray.

External service agreement
An agreement between a service provider and an external supplier for supplying a supporting service as specified in the service definition. A signed external service agreement represents a commitment by an external service supplier to supply a supporting service in line with the agreed quality, at a specified cost. A single agreement may cover multiple services. [*]
Goods received note
A notification sent by the supplier manager to confirm that ordered goods or services have been received.
License or lease agreement
An agreement between a service provider and an external supplier governing, for example, the leasing of infrastructure items or the licensing of software.
Purchase order
An order to an external supplier for purchasing goods or services. If the order is for an externally supplied supporting service it is typically accompanied by a service definition specifying the properties of the service to be supplied.
Service definition
A service definition specifies the service properties, in particular the offered functionality and the guaranteed service levels. Service definitions also describe how the organization's resources are used in order to provide the service. A service can be provided using one or several other (internal or external) supporting services. See also: Checklist / document template 'Service definition'. [*]
Supplier dispute record
A record containing the details of a supplier dispute, including the actions taken to resolve the issue. [*]
Supplier dispute status information
A message containing the present status of a supplier dispute, typically sent to the supplier who is involved in the dispute.
Supplier invoice
An invoice from a supplier for the delivery of a service or product.
Supplier meeting minutes
The supplier meeting minutes record the details and findings from a meeting of the service provider with one of its external service suppliers. This report is an important input for defining service improvement initiatives. [*]
Supplier portfolio
The supplier portfolio is used to record all information related to suppliers. The supplier portfolio is the supplier manager’s view of the external suppliers which provide goods and services to the service provider. [*]
Supplier review report
A supplier review report provides insight into a supplier's ability to fulfill their contractual obligations. In particular, it reports on the service levels achieved in relation to the agreed targets, as specified in the service definitions. Supplier review reports will also highlight any breaches of contractual commitments and exceptional events. [*]

 


Notes:

[*] "YaSM data objects" are those documents or records for which the YaSM model provides detailed recommendations: Every YaSM object has an associated checklist (see document template 'Service definition' and more examples) describing its typical contents, and an associated lifecycle diagram depicting how the status of the object changes as it is created, updated, read and archived by various YaSM processes (see example).

"Other objects" are mostly informal data or information where YaSM has less strong views about their contents. There are no associated lifecycle diagrams or checklists.

Process metrics

Process metrics are used, for example, to assess if the service management processes are running according to expectations.

For suggestions of suitable metrics, please refer to the list of metrics for the YaSM supplier management process.

Roles and responsibilities

Process owner: The supplier manager is responsible for ensuring that value for money is obtained from all suppliers. This role makes sure that the contracts with external suppliers support the service provider's needs, and that all suppliers meet their contractual commitments.

 

Responsibility matrix: 'SP11: Manage suppliers'
YaSM role / sub-process Financial manager Supplier manager
SP11.1 Set up external supporting services R AR
SP11.2 Procure infrastructure items R AR
SP11.3 Hold supplier meetings - AR
SP11.4 Review supplier performance - AR
SP11.5 Renew or terminate supplier agreements - AR
SP11.6 Check supplier invoices - AR
SP11.7 Handle supplier disputes - AR
SP11.8 Monitor supplier disputes - AR

 

Notes

The supplier management process in YaSM ensures that all agreements with suppliers support the needs of the business, and that all suppliers meet their contractual commitments.
Supplier management process: Objectives

Is based on: The supplier management process from the YaSM Process Map.

By:  Stefan Kempter Author: Stefan Kempter, IT Process Maps GbR  and  Andrea Kempter Contributor: Andrea Kempter, IT Process Maps GbR, IT Process Maps.

 

Process description  › Sub-processes  › Process outputs  › Metrics  › Roles