Devising a quality management system for new service-support contracts in industry

Abstract

This study proposes a model for a Quality Management System (QMS) for newly awarded service-support contracts. Data collected from service-support projects within the legal and Defence services sectors is analysed and demonstrates that five key constructs are required when devising an effective QMS for a service-support project. It is proposed that from the outset and throughout a project's life, the contractor can continually use key elements identified within the proposed QMS structure to provide the customer with their anticipated level of service and support whilst delivering an equitable return on investment for customers, contractor management, and associated stakeholders. The model can also be used as an organisational learning instrument and strategy lens to highlight potentials for significant improvements in the performance of service-support systems and to support the establishment and success of future projects.

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