Quality Management


Progress measurement, performance monitoring and project review

Corporate clients, particularly in the public sector, will expect you to set work targets, measure progress and monitor performance throughout the contract. Explain the procedures you will adopt to meet these requirements, the performance measures and quality criteria that will be applied, the process you will follow to secure continuous improvement in delivery and value for money, your policy on technical audit and so forth.

Do not talk just in generalities about 'commitment to the highest professional standards' or 'completion within time and budget'. Clients want more solid material on which to judge the practicality of your intentions, particularly if they have in mind a joint approach to the management of performance and delivery. Write about this topic in a positive and confident tone: the message to convey is that progress measurement and performance monitoring are part of the 'best practice' approach that you bring to every contract you undertake. If possible, support this material with examples of quality procedures applied on comparable contracts.

The potential risks attached to the use of subcontractors were outlined in Chapter 11, It may be useful to include confirmation that their engagement will be on the basis of back-to-back contracts, and to indicate the quality management procedures that will be applied to ensure their performance and output are up to standard.

Clients may require bidders to submit a project-specific quality control or quality assurance plan as part of their bids, detailing their approach to quality in each element of the contract and identifying any formal or proprietary methodologies they use. Supporting documentation may need to be included as evidence of quality assurance accreditation - for example to ISO9000 series quality management standards - together with samples of inspection and report forms.

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A contract is being managed successfully if the following conditions are met:

  • the arrangements for service delivery continue to be satisfactory to both customer and provider;

  • expected business benefits and value for money are being realized;

  • the provider is cooperative and responsive;

  • the customer knows its obligations under the contract;

  • absence of dispute;

  • no surprises.

(from the Office of Government Commerce briefing, Managing Contracts and Service Performance (Business Change Lifecycle), April 2002 version)

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Bids, Tenders and Proposals. Winning Business Through Best Practice
Bids, Tenders and Proposals: Winning Business through Best Practice (Bids, Tenders & Proposals: Winning Business Through Best)
ISBN: 0749454202
EAN: 2147483647
Year: 2003
Pages: 145
Authors: Harold Lewis

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