Client Context

A national infrastructure delivery programme relied on a newly onboarded build partner to support fibre network expansion. Within a short period, delivery performance began to decline, resulting in missed completion dates, inconsistent build quality, and growing operational risk.

The underperformance threatened customer delivery commitments, internal KPIs, and overall programme credibility.

The Challenge

The organisation needed to:

• Stabilise supplier performance quickly

• Identify root causes of delivery failures

• Restore on-time delivery and build quality

• Improve transparency, accountability, and governance

• Achieve recovery without replacing the supplier, which would have caused further disruption

The supplier was therefore placed under a formal Performance Improvement Plan (PIP).

ClearPath’s Approach

ClearPath led the PIP end to end, combining data analysis, structured governance, and collaborative supplier engagement.

1. Root Cause Analysis

• Reviewed delivery data, Estimated Completion Date failures, and build-stage bottlenecks

• Collected qualitative feedback from planners, engineers, and operational teams

• Identified key issues including:

  • Late permitting and traffic management approvals

  • Inconsistent on-site communication

  • Resource gaps in specific regions

2. Performance Governance & Accountability

• Established a clear PIP framework with defined targets, timelines, and success criteria

• Introduced weekly performance review calls with supplier leadership

• Created a central action tracker with named owners and deadlines

3. Process & Tool Improvements

• Implemented standardised reporting templates covering risks, blockers, and progress updates

• Introduced clearer visibility of build-stage milestones and dependencies

• Supported the supplier in assigning additional supervisory oversight in high-risk regions

4. Continuous Monitoring & Feedback

• Maintained close alignment with internal delivery teams to detect early signs of regression

• Adjusted corrective actions based on live performance data

• Ensured transparency across all stakeholders

Results Achieved

Within three months of implementing the PIP:

• 40% reduction in delivery failures linked to Estimated Completion Date misses

• Improved cycle times across multiple build stages

• Increased confidence from internal teams due to clearer governance and communication

• The supplier successfully exited the Performance Improvement Plan

• The PIP framework and reporting cadence were adopted as part of ongoing supplier governance

Impact

The Performance Improvement Plan transformed a high-risk supplier relationship into a stable delivery partnership. By combining accountability with practical support, the organisation avoided further disruption while improving delivery reliability and service outcomes.

Key Takeaway

Effective supplier recovery depends on structured governance, transparency, and collaborative problem-solving — not blame.