Vendor Performance Analytics

Introduction

Vendor performance analytics provide critical insights into how effectively your vendor portfolio serves your organization's maintenance and equipment needs. While ARMOR's Order Management system does not track fulfillment or work completion (these occur outside the system), it does provide valuable metrics about order communication, approval turnaround, notification delivery success, and order volume distribution. Understanding these metrics helps administrators make informed decisions about vendor relationships, automation rule configurations, and capacity planning.

This comprehensive guide covers all vendor-related analytics available in ARMOR's Order Management system, explains what these metrics reveal (and what they don't), and provides frameworks for evaluating vendor performance within the system's capabilities. Importantly, this article clarifies the limitations of ARMOR's vendor analytics and suggests complementary tracking methods for metrics not captured by the system.

Critical Limitation: Fulfillment Not Tracked

ARMOR Order Management tracks:

• Orders assigned to vendors (via automation rules or manual selection)
• Successful order notifications sent to vendors via email
• Failed notification attempts and reasons
• Order approval times before vendor notification
• Order volume distribution across vendors

ARMOR Order Management does NOT track:

• Whether vendors acknowledge or respond to orders
• When vendors begin or complete work
• Quality of vendor work or service
• Actual costs or invoices from vendors
• Parts delivery dates or service completion times
• Customer satisfaction with vendor performance

This distinction is crucial for correctly interpreting vendor analytics and setting appropriate expectations for what ARMOR can measure.

Vendor-Level Metrics Overview

Metric Category	What It Measures	Primary Use Case
Order Volume Metrics	Total orders assigned to vendor, orders per time period, share of total orders	Understanding vendor workload, capacity utilization, relationship balance
Notification Delivery Metrics	Successful sends to vendor, failed sends, failure reasons	Contact data quality, email deliverability, communication reliability
Approval Turnaround Metrics	Time from order creation to approval for vendor-specific orders	Understanding approval efficiency for different vendor categories
Assignment Method Metrics	Automated rule assignment vs. manual selection rate	Automation rule effectiveness, exception frequency
Order Type Distribution	Parts orders vs. service orders per vendor	Understanding vendor specialization, service mix

Order Volume Analysis by Vendor

Order volume metrics reveal how work is distributed across your vendor portfolio and help identify concentration risks, underutilized vendors, and capacity constraints.

Key Volume Metrics

Metric	Calculation	Interpretation Guide
Total Orders Per Vendor	COUNT(orders assigned to vendor) for time period	Absolute workload; compare to vendor capacity estimates
Vendor Share Percentage	(Vendor Orders ÷ Total Orders) × 100	Relative workload; identifies concentration or underutilization
Orders Per Week	Total Orders ÷ Number of Weeks in Period	Average weekly workload; helps estimate ongoing capacity needs
Peak Week Volume	MAX(weekly order count) for vendor	Maximum capacity requirement; identify surge handling capability
Volume Trend	Comparison of current period to previous period	Growing, declining, or stable relationship; capacity planning

Vendor Volume Report Example

30-Day Vendor Volume Analysis (500 total orders)

Vendor	Orders	Share %	Avg/Week	Peak Week	Trend
ABC Mechanical	125	25%	31	38	↓ -8%
XYZ Equipment Services	100	20%	25	30	↑ +5%
Parts Pro Supply	80	16%	20	25	→ +1%
CAT Authorized Dealer	60	12%	15	20	→ 0%
Cummins Service Center	50	10%	13	18	↑ +12%
HVAC Specialists Inc	40	8%	10	15	↑ +18%
Reliable Repairs	25	5%	6	10	↓ -20%
Generic Services LLC	20	4%	5	8	→ -3%

Analysis:

• Concentration: Top 3 vendors (ABC, XYZ, Parts Pro) handle 61% of orders; moderate concentration
• Leader Status: ABC Mechanical at 25% is largest vendor but declining (-8%), possibly due to capacity constraints reported last month
• Growth Vendors: HVAC Specialists (+18%) and Cummins Service (+12%) showing strong growth, indicating increased confidence or seasonal factors
• Declining Vendors: Reliable Repairs down 20%, investigate cause (quality issues, capacity problems, or deliberate reduction)
• Capacity Distribution: Peak week requirements range from 8-38 orders/week; ensure vendors can handle peak loads

Volume-Based Vendor Segmentation

Categorize vendors by volume to guide relationship management:

Segment	Criteria	Characteristics	Management Focus
Primary Vendors	>15% of orders	High volume, critical relationships, strategic partnerships	Regular performance reviews, capacity planning, relationship management
Secondary Vendors	5-15% of orders	Moderate volume, important backups, specialized services	Quarterly check-ins, maintain contact information, growth potential assessment
Tertiary Vendors	1-5% of orders	Low volume, niche specialists, or backup options	Annual review, verify continued availability, consider consolidation
Inactive/Minimal Vendors	<1% of orders	Very rare use, highly specialized, or transitioning out	Evaluate necessity, consider removal if truly unused, maintain contact data

Notification Delivery Success Metrics

Notification delivery metrics are among the most actionable vendor analytics in ARMOR because they directly measure system-vendor communication effectiveness.

Delivery Metrics by Vendor

Metric	What It Reveals	Action Threshold
Send Success Rate	Percentage of orders successfully sent to vendor	<95% requires immediate attention
Failed Send Count	Absolute number of failed notifications	>5 failures per month warrants investigation
Failure Reasons	Why notifications fail (invalid email, server issues, etc.)	Pattern of same failure reason indicates fixable root cause
Time to First Failure	How long vendor contact info remains valid after setup	Failures within 30 days suggest initial setup error
Recovery Time	How quickly failed notifications are resolved	Target: resolution within 24 hours of failure

Vendor Notification Performance Example

30-Day Notification Delivery Analysis

Vendor	Sent	Failed	Success Rate	Primary Failure Reason
ABC Mechanical	123	2	98.4%	Temporary server issue
XYZ Equipment Services	100	0	100%	N/A
Parts Pro Supply	75	5	93.8%	Invalid email address
CAT Authorized Dealer	60	0	100%	N/A
Cummins Service Center	50	0	100%	N/A
HVAC Specialists Inc	40	0	100%	N/A
Reliable Repairs	18	7	72.0%	Email mailbox full
Generic Services LLC	20	0	100%	N/A

Analysis:

• Excellent Performers (100%): XYZ Equipment, CAT Dealer, Cummins, HVAC Specialists, and Generic Services all have perfect delivery records
• Minor Issue (ABC Mechanical): 98.4% success rate is acceptable; 2 failures due to temporary server issue (likely vendor's email server briefly down)
• Concerning (Parts Pro Supply): 93.8% success rate below 95% threshold; 5 failures due to invalid email address suggests contact information update needed
• Critical (Reliable Repairs): 72% success rate is unacceptable; 7 failures due to mailbox full indicates vendor not maintaining email or wrong contact provided; immediate contact information update required

Actions Required:

1. Immediate: Contact Reliable Repairs for updated email address; verify new contact before sending future orders
2. This Week: Contact Parts Pro Supply to verify/update email address; test delivery before next order
3. Document: ABC Mechanical's temporary issue resolved itself; note for context if similar issues recur

Common Notification Failure Patterns

Failure Pattern	Likely Root Cause	Resolution
100% failure rate, new vendor	Email address incorrectly entered during vendor setup	Verify email with vendor; correct typo; test delivery
Sudden failures after period of success	Vendor changed contact person or email address without notification	Contact vendor for updated information; update profile; establish update protocol
Intermittent failures (50-80% success)	Vendor email server issues, mailbox capacity problems, spam filtering	Contact vendor IT; request whitelisting; verify mailbox not full; consider alternate contact
All vendors failing simultaneously	ARMOR email notification system issue or network problem	Contact ARMOR support; check system status; verify network connectivity
Specific domain failures	Email server issues at vendor's domain/organization	Contact vendor; may need alternate domain contact; wait for vendor server restoration

Approval Turnaround Time by Vendor

While approval time primarily reflects internal processes rather than vendor performance, analyzing approval times for vendor-specific orders can reveal interesting patterns about order complexity, approver confidence, or vendor-related factors.

Vendor-Specific Approval Metrics

Metric	What It May Indicate	Consideration
Average Approval Time	How quickly orders to this vendor are approved	Faster approval may indicate routine work or high approver confidence in vendor
Approval Time Variance	Consistency of approval times	High variance suggests inconsistent order complexity or approver availability
Rejection Rate	Percentage of orders to vendor that are rejected	Higher rejection may indicate vendor cost concerns or work quality questions
Orders Requiring Follow-up	Orders stuck in pending for extended periods	May indicate approver seeking clarification about vendor scope or pricing

Approval Time Comparison Example

30-Day Average Approval Times by Vendor

Vendor	Avg Approval Time	Median Time	Rejection Rate	Notes
Parts Pro Supply	8 hours	6 hours	3%	Fast approval for routine parts orders
ABC Mechanical	14 hours	12 hours	5%	Standard service provider, typical approval
XYZ Equipment Services	18 hours	14 hours	8%	Slightly slower, possibly more complex work
CAT Authorized Dealer	22 hours	20 hours	12%	Slower approval, higher rejection—cost concerns
Cummins Service Center	16 hours	15 hours	6%	Standard approval time and rejection rate
Reliable Repairs	26 hours	24 hours	18%	Slowest approval, highest rejection—quality concerns

Insights:

• Parts Pro Supply: Fastest approval (8 hours) and lowest rejection (3%) suggests straightforward parts orders with high approver confidence
• CAT Authorized Dealer: Slower approval (22 hours) and elevated rejection (12%) likely due to premium pricing requiring additional scrutiny
• Reliable Repairs: Slowest approval (26 hours) and highest rejection (18%) strongly suggests approver concerns about this vendor—investigate vendor quality or pricing issues

Note: These approval times reflect internal approval process, not vendor responsiveness. However, patterns may indicate approver perceptions of vendor value, cost, or reliability.

Order Type Distribution by Vendor

Analyzing whether vendors receive primarily parts orders or service orders reveals vendor specialization and helps optimize automation rule assignments.

Order Type Analysis

Distribution Pattern	Interpretation	Optimization Opportunity
>80% Parts Orders	Vendor primarily used for parts supply; limited service capability	Ensure automation rules appropriately route parts vs. service orders
>80% Service Orders	Vendor primarily provides labor/service; may not stock parts	Consider whether vendor should also handle parts or if separate sourcing better
Balanced (40-60% each)	Vendor provides both parts and service; full-service provider	Leverage vendor's comprehensive capability; potential for bundled pricing
Shifting Distribution	Order type mix changing over time; relationship evolution	Assess whether shift is intentional or indicates changing vendor capabilities

Vendor Order Type Example

30-Day Order Type Distribution

Vendor	Parts Orders	Service Orders	Total	Type Profile
Parts Pro Supply	78 (98%)	2 (2%)	80	Parts Specialist
ABC Mechanical	35 (28%)	90 (72%)	125	Service Focused
XYZ Equipment Services	48 (48%)	52 (52%)	100	Balanced Provider
CAT Authorized Dealer	25 (42%)	35 (58%)	60	Service Leaning
Cummins Service Center	15 (30%)	35 (70%)	50	Service Focused

Analysis:

• Parts Pro Supply (98% parts): Clear parts specialist; 2 service orders likely exceptions or errors; ensure automation rules route primarily parts orders here
• ABC Mechanical (72% service): Service-focused vendor; 28% parts orders may be parts needed for service work or convenience; consider if separate parts supplier would be more efficient
• XYZ Equipment (48%/52% split): True full-service provider; handles both parts and service equally well; valuable for comprehensive maintenance needs
• Manufacturer-Authorized Vendors (CAT, Cummins): Service-focused but provide necessary parts; higher service percentage appropriate for specialized equipment requiring expert service

Vendor Assignment Method Analysis

Understanding how often vendors are selected by automation rules versus manual selection reveals automation effectiveness and exception frequency.

Assignment Method Metrics

Metric	What It Reveals	Target Range
Automated Assignment Rate	Percentage of vendor's orders assigned via automation rules	>80% indicates effective automation; <60% suggests rule gaps
Manual Selection Rate	Percentage requiring manual vendor selection or override	<20% is healthy; >40% indicates insufficient automation
Override Frequency	How often automated selection is overridden to this vendor	Frequent overrides TO vendor suggests rule priority adjustment needed
Override FROM Frequency	How often vendor is de-selected after automation chose them	Frequent overrides FROM vendor suggests rule inappropriately selecting them

Assignment Method Example

Vendor Assignment Method Analysis (30 Days)

Vendor	Total Orders	Automated	Manual	Auto %	Assessment
ABC Mechanical	125	110	15	88%	Good automation
XYZ Equipment Services	100	95	5	95%	Excellent automation
Parts Pro Supply	80	78	2	98%	Excellent automation
CAT Authorized Dealer	60	45	15	75%	Moderate; review rules
Cummins Service Center	50	48	2	96%	Excellent automation
Reliable Repairs	25	8	17	32%	Poor; mostly manual

Insights:

• Best Performers (XYZ, Parts Pro, Cummins): 95-98% automation indicates well-configured rules effectively routing orders to these vendors
• CAT Authorized Dealer (75% automation): Moderate automation with 25% manual selection; investigate if this represents intentional exceptions (warranty work, specialized equipment) or rule gaps
• Reliable Repairs (32% automation): Concerning—only 1/3 of orders automated; 68% manual selection suggests either: 1) insufficient automation rules covering this vendor's specialties, or 2) vendor used primarily for exceptions/overflow work

Actions:

1. Review 15 manual selections for CAT Dealer; if pattern exists (e.g., specific equipment or sites), create targeted rule
2. Analyze 17 manual selections for Reliable Repairs; determine if automation rules should be created or if vendor is appropriately used only for exceptions

Vendor Comparison Tables

Comprehensive vendor comparison tables help administrators assess overall vendor portfolio health and identify top performers, problem vendors, and optimization opportunities.

Comprehensive Vendor Performance Dashboard

30-Day Vendor Performance Summary

Vendor	Orders	Share	Send Success	Avg Approval	Reject %	Auto %	Grade
XYZ Equipment Services	100	20%	100%	18h	8%	95%	A
Cummins Service Center	50	10%	100%	16h	6%	96%	A
ABC Mechanical	125	25%	98%	14h	5%	88%	B+
Parts Pro Supply	80	16%	94%	8h	3%	98%	B
CAT Authorized Dealer	60	12%	100%	22h	12%	75%	B-
HVAC Specialists Inc	40	8%	100%	16h	7%	90%	C+
Reliable Repairs	25	5%	72%	26h	18%	32%	D

Performance Grades Explained:

• Grade A (Green): Excellent across all metrics; reliable, well-integrated, efficient
• Grade B (Light Green): Good performance; minor issues but overall solid vendor
• Grade C (Yellow): Acceptable but room for improvement; monitor closely
• Grade D (Red): Multiple significant issues; requires immediate attention or replacement

Identifying Performance Issues

Certain metric combinations indicate specific vendor performance problems requiring attention:

Common Vendor Performance Problems

Problem Indicators	Likely Issue	Recommended Action
Low send success (<90%) + high failure count	Contact information outdated or incorrect	Update vendor contact info immediately; verify new contact; test delivery
High rejection rate (>15%) + long approval time	Cost concerns, quality concerns, or unclear vendor scope	Review rejected orders for patterns; discuss pricing/quality with vendor or approvers
Low automation rate (<60%) + moderate volume	Insufficient automation rules; vendor used for exceptions	Analyze manual selections; create rules for patterns; or accept exception-only role
Declining volume trend + high rejection rate	Loss of confidence in vendor; relationship deteriorating	Investigate root cause; address vendor performance or find replacement
High volume + high send failure rate	Critical communication breakdown with major vendor	Urgent contact update; consider phone communication until resolved; escalate
Perfect metrics but very low volume (<2% share)	Underutilized vendor; unclear if relationship needed	Evaluate whether vendor serves unique niche or can be consolidated out

Metrics ARMOR Cannot Provide

Understanding what ARMOR doesn't track is crucial for setting appropriate expectations and establishing complementary tracking systems:

Missing Metrics and Alternative Tracking

Metric Not Available	Why It Matters	Alternative Tracking Method
Time to Work Completion	How quickly vendor completes work after receiving order	Manual tracking spreadsheet; work order management system; vendor performance database
Work Quality Ratings	Satisfaction with vendor's work quality	Post-completion surveys; maintenance team feedback; quality scoring system
Actual Costs	Final invoice amounts; cost overruns vs. estimates	Accounting system integration; invoice tracking database; budget management tool
Parts Delivery Times	Speed of parts arrival for parts orders	Receiving logs; inventory system; parts tracking spreadsheet
Vendor Response Time	How quickly vendor acknowledges order and commits to timeline	Email tracking; CRM system; vendor communication log
Repeat Work Frequency	How often vendor's work requires re-work or didn't solve problem	Maintenance history analysis; repeat order tracking; quality audit system

Comprehensive Vendor Performance Framework

Combine ARMOR metrics with external tracking for complete vendor assessment:

1. ARMOR Metrics (Communication & Volume):
   • Order volume and distribution
   • Notification delivery success
   • Approval patterns (speed and rejection rate)
   • Automation effectiveness
2. External Tracking (Fulfillment & Quality):
   • Work completion time
   • Quality ratings and satisfaction scores
   • Cost accuracy and competitiveness
   • Parts delivery speed
   • Response and communication quality
3. Combined Analysis:
   • A vendor with perfect ARMOR metrics but poor quality ratings needs improvement or replacement
   • A vendor with poor ARMOR metrics (failed sends, low automation) but excellent work quality needs better integration
   • Use ARMOR metrics for administrative efficiency; use external metrics for vendor work quality

Vendor Performance Reviews

Regular vendor performance reviews ensure relationships remain optimal:

Review Cadence by Vendor Tier

Vendor Tier	Review Frequency	Review Components
Primary (>15% share)	Monthly metrics review; Quarterly comprehensive review	ARMOR metrics analysis, external quality data, cost review, capacity planning, relationship discussion
Secondary (5-15%)	Quarterly review	ARMOR metrics analysis, spot-check quality data, contact verification, growth potential assessment
Tertiary (1-5%)	Semi-annual review	ARMOR metrics check, contact verification, continued need evaluation
Inactive (<1%)	Annual review	Determine if vendor should be removed or maintained for rare specialty needs

Quarterly Vendor Performance Review Template

1. Volume Analysis: Total orders, share percentage, trend vs. previous quarter
2. Communication Metrics: Send success rate, failed notification count and resolution
3. Approval Patterns: Average approval time, rejection rate, patterns in rejections
4. Automation Effectiveness: Automated vs. manual assignment rate; override frequency
5. External Quality Data: Work completion time, quality ratings, cost accuracy (from external tracking)
6. Issues & Resolutions: Problems encountered and how they were resolved
7. Capacity Assessment: Is vendor handling current volume well? Room for growth?
8. Action Items: Contact updates needed, rule adjustments, relationship discussions, etc.
9. Overall Assessment: Grade (A-F) and decision (continue, expand, reduce, or replace)

Related Articles

• Understanding Order KPIs: Foundational metrics that feed into vendor analytics
• 7/30-Day Trend Reports: Analyzing vendor performance trends over time
• Common Order Dashboards Explained: Accessing vendor metrics in ARMOR interface
• Orders Not Sending to Vendor: Troubleshooting notification delivery failures
• Understanding Rule Priority & Matching Logic: How automation rules select vendors

Summary

Vendor performance analytics in ARMOR provide valuable insights into order communication, volume distribution, and administrative efficiency, though they do not track work fulfillment or quality. Key takeaways:

• ARMOR tracks order assignment, notification delivery, and approval patterns—NOT work completion or quality
• Notification delivery success is the most actionable ARMOR metric; directly indicates contact data quality
• Order volume distribution reveals vendor relationship balance and concentration risks
• Approval turnaround times may indicate approver confidence or concerns about specific vendors
• Assignment method analysis (automated vs. manual) reveals automation rule effectiveness
• Comprehensive vendor assessment requires combining ARMOR metrics with external fulfillment tracking
• Regular vendor performance reviews ensure relationships remain optimal and issues are addressed proactively
• Vendor segmentation by volume guides appropriate review frequency and relationship management focus

By understanding both the capabilities and limitations of ARMOR's vendor analytics, administrators can make informed decisions about vendor relationships while establishing complementary tracking systems for metrics ARMOR doesn't capture.

Tags: orders, analytics, vendors, performance, metrics, notification, delivery, volume, comparison, evaluation