Performance Expectations

Demonstrate a strong commitment to Penn’s pursuit of academic and operational excellence by upholding the highest standards of quality, performance, and business practices. As a Preferred Contract Supplier, maintain compliance with Penn’s Supplier Classification requirements and contribute to the University’s mission through reliable, high-value partnership and service.

Have a documented, quality system.  Use process controls and emphasize defect prevention rather than defect detection. Be proactive.  Ensure compliance with contractual agreements.  Strive for continuous improvement in the quality of products and services in all facets of operations.

Maintain a documented quality management system that supports consistent, efficient, and reliable operations. Implement effective process controls with a focus on prevention and proactive risk management rather than defect detection. Ensure full compliance with contractual obligations and institutional requirements while fostering a culture of continuous improvement that enhances the quality, value, and delivery of products and services across all areas of operation.

Promote transparency and collaboration by openly sharing relevant cost information and supporting informed decision-making. Demonstrate a commitment to continuous productivity improvements that enhance efficiency and generate sustainable cost savings over time. Proactively contribute innovative ideas and value-driven solutions that reduce the total cost of ownership while maintaining the quality and effectiveness of products and services.

Provide timely and responsive support for requests related to information, technical assistance, and corrective actions. Actively participate in Preferred Contract Supplier quarterly review sessions to strengthen collaboration, accountability, and performance. Deliver professional, dependable service to all Penn departments, consistently upholding the highest standards of customer service, responsiveness, and partnership.

Consistently fulfill delivery commitments by providing products and services on time, in the correct quantities, and to the designated locations. Adhere to all purchase order, contract, and scheduling requirements, demonstrating reliability, operational excellence, and accountability in support of Penn’s mission and service expectations.

Meet and, whenever possible, exceed all applicable regulatory and compliance requirements. Maintain open and timely communication with Procurement Services regarding any changes that may impact regulatory compliance or contractual obligations. Collaborate proactively with Procurement Services to identify, address, and resolve shared environmental and sustainability concerns, supporting Penn’s commitment to responsible stewardship and operational excellence.

Conduct all business activities with the highest standards of integrity, transparency, and ethical responsibility. Commit only to specifications, requirements, and service expectations that can be consistently met and delivered. Maintain proactive communication with Procurement Services regarding any changes to products, services, capabilities, or business operations that may affect the supplier relationship with Penn. Provide advance notice of any planned discontinuation of products or services to allow sufficient time for evaluation and implementation of alternative solutions. Safeguard the confidentiality, security, and appropriate use of Penn information in accordance with all applicable policies, contractual obligations, and legal requirements.

Support Penn’s efforts to streamline and automate the procurement-to-payment process by participating in electronic catalog, punch-out, and eSourcing solutions. Utilize electronic transaction methods, including purchase orders, invoicing, and payment options, to improve efficiency and accuracy. Ensure all invoices reference a valid University purchase order number and are submitted directly to Accounts Payable to facilitate timely processing and payment.