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Standard Operating Procedure:
Vendor Management
Prepared for: Synergycentric Sdn. Bhd.
Prepared by: TWM IT Outsourcing Project Transition Team
Date: stOctober !"#
$ersion:
Standard Operating
Procedure (SOP)
BERNAS Supplier (VendoManagement
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Release and Revision Record
"he following information is being used to control and track modi#cations made to
the document.
Revision Date Section(s)
Version
PageNumber(
s)
Summary of Changes(s)
$st%ctober &'$ ll $ $* +nitial raft
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Document ontrol
Author bdul -a# ri/n
File Name &012&303.doc
Created Wednesday , $st%ctober &'$
ast !dited Wednesday , $st%ctober &'$
D"S#R"$%#"&N
$. Synergycentric Sdn. Bhd.
#' "# &%#S&%RC"N PR&*!C# #RANS"#"&N #!A
bdul -a# ri/nService ssurance Specialist 4ee Boon 5hongService elivery 6anager
PR!PAR!D $+ R!V"!'!D $+
S+N!R+C!N#R"C SDN, $-D,
4ee Boon 5hong
Service elivery 6anagerACC!P#!D $+
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!AB"E O# ON!EN!
., "N#!N#"&N&F#-!S&P,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,/
.,. "ntention of the S&P.......................................................................2
0, Princi1les,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,/
0,. Princi1les..........................................................................................2
2, Res1onsibilities,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,/
2,. Res1onsibilities...............................................................................2
3, Re4uirements,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,5
3,. Re4uirements..................................................................................1
6, Procedure,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,5
6,. Procedure.........................................................................................3
7, References,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,.3
7,. References.....................................................................................$
/, &ther S&P8 document8 la9s and rules to consider,,,,,,,,,,,,,,,,,,,,,.3
/,. &ther S&P8 document8 la9s and rules to consider..................$
5, :ey %sers,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,.6
5,. :ey %sers.......................................................................................$*
;, #raining < "m1lementation Plan,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,.6
;,. #raining < "m1lementation Plan..................................................$*
.=, A11endices,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,.7
.=,. A11endi> . ? Vendor Re4uest Form (VRF)................................$0
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"$S! O# !AB"E
7%"B4!%88+9:;!S!7";+!S8%:7.
"$S! O# #$%&RE
Figure .? Vendor anagement Process Flo9......................................$'Figure 0? Vendor Re4uest Form.............................................................$1
.,., "ntention of the S&P"ntention of the S&P
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.,."ntention of the S&P
"he intention of this S%< is to describe Supplier (=endor) 6anagement
process.
0,0, Princi1lesPrinci1les
0,.Princi1les
"he goal of Supplier (=endor) 6anagement is to manage the vendor and
suppliers, by establishing the proper communication channels and
information >ows between them and the organiation. "his can lead to
increased e/ciencies, reduced costs and better customer service. "his S%1iring ne>t 4uarterB
=endor 6anagement "eam will check to veri#ed if the contract is
expiring in next ?uarter
+f no contract expiring in the next ?uarter, =endor 6anagement
"eam to verify if the monthly performance of appointed vendors are
met
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+f contract is expiring in the next ?uarter, =endor 6anagement
"eam to evaluate previous performance for renewal
/, !valuate 1revious 1erformance
=endor 6anagement "eam to evaluate the previous performance of
the appointed vendor before actual renewal o the contract
5, Performance metB
=endor 6anagement "eam to verify if the performance of the
appointed vendor is met
+f the appointed vendor performance is met, =endor 6anagement
"eam sign o the monthly report
+f the appointed vendor performance is not met, =endor
6anagement "eam to workout the improvement plan with the
appointed vendor
;, 'or@out im1rovement 1lan 9ith vendor
%nce the appointed vendor didnAt achieve the performance, =endor
6anagement "eam to have a meeting discussion with the appointed
vendor for the improvement plan.
.=, Pre1are rene9al contract 9ith vendor
=endor 6anagement "eam to prepare all the contract renewal
document to be signCo with the appointed vendor
.., ood 1erformance trac@B
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Based on the previous monthly performance trend of the appointed
vendor, =endor 6anagement "eam will validate if the appointed
vendor perform as per agreed S4
+f the performance is up to the level of agreed S4 and satisfactory,=endor 6anagement "eam will prepare the contract renewal
document or the appointed vendor to signCo
+f the appointed vendor didnAt achieve the satisfactory level andDor
didnAt meet the agreed S4, =endor 6anagement "eam will
evaluate for the alternative vendor
.0, !valuate alternative vendor
=endor 6anagement "eam will source and evaluate for the
alternative vendor once the previous appointed vendor didnAt
ful#lled the satisfactory performance level for renewal
.2, Pre1are ne9 contract 9ith alternative vendor
=endor 6anagement "eam will prepare new contract for signCo
with the alternative vendor once evaluation of the vendor is
successfully
.3, %1date vendor list
%nce the =endor 6anagement "eam has con#rmed the new
alternative vendor, =endor 6anagement "eam will update the
vendor list for review purpose
%nce the new contract has signCo with the new alternative vendor,
the =endor 6anagement "eam will update the vendor list for review
purpose
.6, Document im1rovement 1lan
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=endor 6anagement "eam will document all the improvement plan
with the appointed vendor for veri#cation and checking purposes
.7, "nitiate 1enalty of %,C
=endor 6anagement "eam will initiate penalty based on the vendor
:.5. on failure to provide the services as per agreed S4
./, Ac@no9ledge SignoE Re1ort
ll existing appointed vendor whom performance met and not met,
=endor 6anagement "eam will re?uest the vendor to acknowledge
and signCo the report
ll newly appointed vendor re?uired by =endor 6anagement "eam
will re?uest the vendor to acknowledge and sign Eo the report
7,7, ReferencesReferences
7,.References
"he input for the development of this document is as follow@
+" +nfrastructure 4ibrary (+"+4) references
B!;7S +"
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/,.&ther S&P8 document8 la9s and rules to consider
Standard %perating
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.=,.=, A11endicesA11endices
.=,. A11endi> . ? Vendor Re4uest Form (VRF)
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Figure 0? Vendor Re4uest Form
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