When vendors fall short of expectations, I focus on collaboration over confrontation. First, I ensure the scope, objectives, and timelines are clearly restated. Open communication is key—regular check-ins help identify roadblocks early and foster transparency. In one case, I introduced milestone-based tracking with tangible deliverables, enabling us to course-correct proactively. Escalation is a last resort but remains an option when timelines are critical. Aligning mutual accountability through incentives or penalties also proves effective. Ultimately, maintaining trust while driving accountability ensures long-term partnerships and successful outcomes.

Um modelo para a gestão de fornecedores, é definir indicadores de níveis de serviço, ter um processo de monitoramento dos indicadores e quando ocorrer um desvio, alinhar com o fornecedor para elaborar um plano de ação para trazer os indicadores para as metas acordadas.

Start with a clear review of the existing contract and scope to ensure mutual understanding of deliverables. Call for an urgent meeting to discuss the gaps between promises and progress and insist on a revised project timeline with measurable milestones. Implement regular status check-ins and demand transparent reporting to maintain accountability. Assign an internal project manager or team to monitor the vendor’s progress if necessary closely. Document all changes and agreements to avoid future ambiguities. Meanwhile, backup options or contingency plans should be assessed to mitigate risks if delays persist. The goal is alignment, not confrontation, but to ensure they know failure to deliver will have consequences.

To ensure your IT vendor meets expectations after overpromising, establish clear, measurable milestones tied to contractual deliverables. Regular progress reviews, paired with tools like JIRA or Trello, can maintain transparency. It's also beneficial to revisit the original agreement to assess scope creep or unrealistic timelines and renegotiate terms if needed. A proactive approach to accountability, backed by detailed documentation, can help bridge gaps between vendor promises and actual outcomes.