1.  The Objective

The OpsX Vendor & Systems Performance service is designed to help airline operations, IT, and management teams gain visibility into the ongoing performance of both the system and the vendor after implementation. 

2. Key Pillars of the Service

Our approach is anchored on seven core pillars:

• System Performance & Reliability - (Technical infrastructure stability)
• Functional Performance - (Core scheduling capabilities)
• Vendor Service Delivery - Support quality & SLA compliance
• Business Value Realization - (ROI and benefit achievement)
• User Experience & Adoption - (User satisfaction and utilization)
• Integration & Data Quality - (System connectivity and data accuracy)
• Financial Performance - (Cost management and value)

3. Our Approach

OpsX deploys the Performance Review Framework through a phased implementation roadmap, ensuring the airline builds measurement capability progressively rather than attempting to instrument everything at once. The approach is collaborative incorporating airline operations, IT, finance, and vendor teams to embed performance accountability

4.  Deliverables

We ensure a tangible set of outcomes:

• Vendor & Systems Performance Review
• Monthly Performance Dashboard
• Quarterly Business Review (QBR) Pack
• SLA Compliance Checklist
• Variable Summary Matrix
• Annual Strategic Review Report

5.  Benefits to Airlines

• Objective performance measurement across technical, operational, and business dimensions
• Clear vendor accountability through SLA tracking
• Early identification of performance degradation or business value gaps
• Data-driven decision making for system optimization and vendor management
• Continuous improvement through trend analysis and benchmarking

6.  Guiding Principle

At OpsX, we believe that a system is only as valuable as the discipline applied to managing its performance after go-live. Through the Vendor & Systems Performance Review Framework, we ensure our clients hold vendors accountable, realize the full value of their technology investment, and make evidence-based decisions throughout the contract lifecycle. We track performance and user satisfaction pulse, protecting value and continuously raising the standard of vendor accountability

Contact OpsX to discuss how our Vendor & Systems Performance service can help you achieve measurable operational gains.