Fariha,

There is a chapter in v.6 (1997) of _Advances in serials management_:
        "Serials vendor service quality evaluation: an ongoing performance
        review process" by Ruth H. Makinen and James L. Smity (pp. 83-104).

It includes various evaluation rating forms.  You might find this useful.
Good luck.

Virginia Taffurelli
Catalog/Serials Librarian
SUNY Health Science Center at Brooklyn
Medical Research Library
(718) 270-7430
<taffurev@HSCBKLYN.EDU>

On Fri, 6 Feb 1998, Fariha Grieme wrote:

> We are a NOTIS library and have limited number of statistical reports
> available to us that we could use for evaluating vendors performance.  We
> are in the process of taking some steps in measuring performance of our
> serial vendors.  We are thinking of collecting data in the following areas:
>
> Orders
> Claims
> Customer Service/Communications
> Invoices/credit memos (including electronic invoice tape loads)
> Management Reports
>
> I would appreciate any information anyone on this listserv could give me on
> how you have measured the performance of your vendors, what tools you have
> used to collect data,  and if you have figures and ratings that you have
> come up with for any of the above services.
>
> Thank you for your help!
>
>
> Fariha Grieme
> f-grie@tc.umn.edu
>
> Serials Acquisitions Coordinator
> Materials Acquisition & Control Team (MAC)
> University of Minnesota Libraries
> 160 Wilson Library
> 309-19th Ave South
> Minneapolis, MN 55455
> Tel.: 612-625-9803
> Fax: 612-625-3428
>
> http://www.lib.umn.edu
> http://www.lib.umn.edu/ts