Quarterly Review Agenda
- 1Enrollment update: Current enrollment vs. target; enrollment trends
- 2Engagement metrics: Active users, session frequency, program completion rates
- 3Clinical outcomes: Key clinical metrics vs. baseline and targets
- 4ROI update: Estimated savings vs. program cost
- 5Issues and escalations: Any problems with program delivery or vendor performance
- 6Next quarter priorities: Planned improvements and initiatives
Performance Improvement Plans
Vendors who consistently miss performance targets should be placed on formal performance improvement plans (PIPs). A PIP defines specific performance targets, a timeline for improvement, and consequences for continued underperformance (including contract termination). PIPs signal to vendors that performance accountability is real — not just a contract formality.
Annual Vendor Scorecards
IQ Insight
Annual vendor scorecards provide a comprehensive view of vendor performance over time. A scorecard that tracks enrollment, engagement, clinical outcomes, ROI, and satisfaction across multiple years reveals trends that quarterly reviews miss. A vendor whose clinical outcomes are declining year-over-year is a vendor who needs to be replaced — even if they are meeting their quarterly targets.