Oncology programs often have service contracts with major vendors, but lack active tracking of vendor performance. Key performance indicators (KPIs) such as uptime guarantees, response times, maintenance windows, and parts availability are critical levers for negotiation. Documented performance gaps lead to better outcomes than frustration-driven interactions. Leveraging contracts and KPI tracking is essential for program success.

Takeaways

• Vendor performance tracking is crucial
• Documented performance gaps lead to better outcomes