When high quality information is being reported to relevant parties on a timely basis the knowledge management system will be fit for integration within a wider quality management system. Quality management should be addressed in the Transition Period (See Section 2.1.11) but clearly has ongoing relevance throughout the life of the Contract.
The principles of ISO 9001 are set out below, with some examples as to how effective contract management aligns well with this approach to quality management:
• a customer focused organisation - contract management should ensure that services are provided in accordance with the wishes of the customer as set out in the project agreement;
• leadership - formalised governance processes should ensure that decisions are tracked and that accountabilities are clear;
• the involvement of people - typically the stakeholder engagement and communications plan;
• ensuring a process approach - the Contract Management Manual should set out the processes and procedures to be used and will ensure a consistent approach is taken;
• a systematic approach to management - this should be described in detail in the Contract Management Manual and support the governance aims of clear roles and responsibilities;
• a factual approach to decision making - work with the Contractor to agree reporting formats that provide the evidence to support any deductions and the evidence that value for money is being delivered;
• mutually beneficial supplier relations - agreeing a schedule of meetings with your Contractor to address any day to day issues; and
• continuous improvement - you will work with your Contractor throughout the life of the Contract to identify means of improving the way the service is delivered and sharing the benefits so achieved.