Enlighta Vendor Performance Management
From performance requirements and data collection to monitoring, insights and continuous improvement.
“What gets measured gets managed.”
Fragmented Performance Reporting
Performance is reported in many different ways, making it difficult to get one consistent view of vendor performance.
How Performance Is ReportedMultiple data sources are normal —
fragmented reporting is the problem.
One Connected Performance Management Process
Six connected stages —
one governed performance process.
Define Performance Requirements
Establish what performance needs to be measured — from contracts with AI extraction, or from existing structured data. Click a path to continue.
Extract SLAs & KPIs
Enlighta can use AI to extract key contract information — including SLAs and KPIs. Press “Run Extraction Job” to see the extracted results.
Review AI-Extracted SLA & KPI Data
Extracted or imported SLA and KPI information is reviewed and validated before it is used for performance management. Click any step to continue.
Set Up SLAs & KPIs
Navigate from the vendor down to the SLAs and KPIs that will be measured. Click the breadcrumb to drill from the vendor down to the SLAs and KPIs that will be measured.
A one-time setup —
not redefined every reporting cycle.
Automated SLA Data Collection
A request for performance data goes out on the reporting cadence — the vendor submits, connected systems feed in, and actuals arrive in one place. Click any source to continue.
Vendor Performance Submission
With SLAs and KPIs configured, the supplier submits and updates performance actuals through the Vendor Portal. Click any step to continue.
Performance Data from Connected Systems
Actuals arrive from integrated systems and are linked to the performance request. Click each system to see what it supplies.
Review & Approve Performance Data
Collected actuals are reviewed and sent to the client for review and approval before calculation. Click any step to continue.
Continuous SLA Performance Monitoring
The Performance Home Dashboard is the central view of ongoing SLA and KPI performance. Click any area to open its detailed view.
SLA Performance
Reported against target and minimum, by reporting period — with computed outcomes where exceptions exist. Click any row to inspect it.
SLA Insights
Performance data becomes actionable management insight — from portfolio view down to the source event.
SLA Measures
From insights to measures — each service level reported against its defined Target and Minimum. Click any measure to inspect it.
Monitor Performance Trends
Identify declining performance early and take proactive action before an SLA breach. Performance is monitored against the defined Target and Minimum. Click the declining trend point to continue.
Take Proactive Action
When performance begins to decline, teams take proactive action instead of waiting for the SLA breach. Click any step to continue.
Manage Exceptions & Exemptions
Exceptions and exemptions are centrally tracked and routed through workflow for review and approval. Click an exception to see its status and approval history.
Track Service Credits & Earn-backs
Service credits and earn-backs associated with performance are tracked and managed. Click any step to continue.
Performance Gaps Become Issues
SLA breaches and performance gaps are turned into managed issues for investigation and resolution. Click any step to continue.
Root Cause Analysis
Issues are investigated to the root cause — so improvement actions fix the cause, not the symptom. Click any step to continue.
Service Improvement Plans
Root Cause Analysis leads to Service Improvement Plans — actions focused on improving service and performance. Click any step to continue.
Performance Analytics
Move beyond individual SLA results — understand performance across vendors, services and reporting periods. Click any step of the drill-down.
Vendor Performance Scorecard
SLA performance, KPI performance and assessments roll up into one consolidated vendor performance view. Click any area to drill into the detail.
Monitor. Manage. Improve.
The documented Enlighta Performance Management process — with its capabilities under each step. Click any step to continue.
Set Up
Define requirementsExcel ImportGoogle SheetsAI Contract ExtractionAutomate
Collect and calculateRequest for Data CollectionAutomated CalculationSystem IntegrationsReview & Approve
Review, validate & approveReview AI-Extracted SLAs & KPIsValidationApprove / RejectException ManagementMonitor
Track SLAs, KPIs & exceptionsSLA DashboardsSLA TrendsAlertsSLA ReportsAnalytics
Understand performanceSLA Insights & MeasuresInsights by Service TowerScorecardsImprove
Address gaps and drive improvementAutomated IssuesRoot Cause AnalysisCorrective ActionsService Improvement PlansFrom Fragmented Reporting to Continuous Performance Management
Improve SLA compliance · increase KPI visibility · automate performance data collection · reduce manual reporting · identify performance issues earlier · drive continuous vendor improvement · support data-driven governance decisions.
See how Enlighta can support your vendor performance management journey.
Looking for Contractual & Regulatory Obligations? View the Obligations Management Demo · Contract Intelligence · Third-Party Risk Management