Accession Number:

ADA220128

Title:

An Evaluation of Factors That Influence Service Contract Quality

Descriptive Note:

Master's thesis

Corporate Author:

NAVAL POSTGRADUATE SCHOOL MONTEREY CA

Personal Author(s):

Report Date:

1989-12-01

Pagination or Media Count:

69.0

Abstract:

Until recently quality improvement has been mainly applied to manufacturing. However, experience and the explosive growth of the services industry has shown that opportunities for simultaneous quality improvement must be undertaken. Today, both the Government and contractors are facing growing competitive and regulatory pressures to deliver higher quality services. In an attempt to comply with these pressures more emphasis has been placed on the inspection process and subsequently on the contract administration sections as they are tasked to develop and apply efficient procedures for quality assurance. The research indicated that there are four factors that influence service quality. These factors are the Quality of Assurance, the Contractor, the Statement of Work and the Performance Requirements Summary. The research concluded that the Government and contractors face the same challenges and must work together to develop a coherent policy on quality, grounded in a common language, common management principles, common standards and common goals. Keywords Service contract quality, Quality assurance, Quality assurance evaluator, Drafting, and Administering service contracts.

Subject Categories:

  • Administration and Management

Distribution Statement:

APPROVED FOR PUBLIC RELEASE