Performance management framework

The portion of a contract that sets out the contractual expectations for both parties, mechanisms for monitoring and reporting on performance with associated incentives and remedies, and dispute resolution and escalation provisions. It is the framework that enables contract performance management. Frameworks can be quite simple, with two or three service levels and a simple evaluation, remedy and escalation process embedded into the body of the contract, or they can be very comprehensive with detailed schedules appended to the contract.