Assessment area one Company and Organisational Information
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1.1 List the name and positions of the key technical and support personnel that you propose to dedicate to the delivery of the service line. Indicate the percentage of time these individuals would spend on the project and the capacity under which they will operate. 1.2 Provide resumes for each person stating their name, title, qualifications or certification, work experience, experience in providing services in the administrative/operating areas.
Names and positions of key technical and support personnel
Service Implementation Manager Supervisor, POS, Galeota Assistant Supervisor, POS W/House Supervisor, POS W/House Supervisor/Maint Tech. Galeota Quality Control Manager Warehouse Attendant POS Warehouse Attendant, Galeota Messenger Messenger Human Resource Assistant Assistant to S.I. Manager Porter, POS Porter, POS Porter, POS Porter, POS Porter, Galeota Porter, Galeota Conference Room Support Personnel- POS/Galeota A. Clinton N. Noreiga D. Francis G. Smith A. Garner K. John A. Bristol O. Haynes C. Dallaway A. Brewster K. Arneaud 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% M. Lara M. Clarke R. St. Bernard T. Cyril T. Sween K. Fournellier A. Reyes D. Garner A. Auguste S. Kelly S. Redhead 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% K. Ransome M. Charles C. Douglas-Nicholas C. Grant G. Lawrence K. McPherson R. Alexander S. Mayr D.Jobity F. Gloud A. Baptiste S.McClashie A. Snaggs D. Goodridge D. Bennette R. Greene A. Beckles E. Phipps 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%
Please note, this list is submitted based on current availability of personnel. However, this is subject to change based on the timing of the award of the contract. XYZ will, as instructed in Item #7 in the Form of Tender document, notify ABC of any changes.
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A proposed management structure for the provision of services.
1.3. Management Structure
XYZ Partners
Services &
Implementation
Supervisor POS/Galeota
Manager
Storeroom/ Maintenance Manager POS
Storeroom/ Maintenance Manager Galeota
Quality Control Manager
Human Resource Manager
Services and Implementation Manager With responsibility for the rollout of the service line and the implementation of the all other features and mechanisms necessary to execute successful delivery of services. Will ensure that all tasks necessary for the correct functions and presentation of the service are identified, captured and performed and will carry out gap analysis of the operational processes. Supervisors To oversee all onsite employees; - Porters, Conference Room Personnel etc; will also act as XYZ Liaison to ABC personnel Storeroom/Maintenance Manager Will act in a dual role and will be responsible for managing all repair work to be done and will monitor all storeroom activities. Will plan and direct the inventory program. Quality Control Manager Will plan and coordinate a quality control program which will be designed to ensure the continuous delivery of the services consistent with ABC’s established standards. Human Resource Manager Will manage the overall provision of human resource services, policies and programs for the company. Major areas to be directed are Recruiting & staffing; Performance management & improvement systems; Employee orientation & documentation; Employee relations; Compensation and benefits administration. 3
Your company’s competitive advantage, as it applies to the delivery of the service line
1. 4. Our Competitive Advantage Delivery of the service to ABC would involve being able to provide, and quickly at that, the infrastructure to enable the system to begin and run seamlessly with a minimum amount of disruption to the organization’s daily routine. Because XYZ’ service offering is so varied, we collaborate with a number of professionals in the fields of Information Technology, Human Resources, Construction & Maintenance to name a few. We are genuinely interested in seeing our clients succeed and it is with this standard in mind that we find ourselves discovering innovative solutions to their business-related concerns. People & Service XYZ chooses its people carefully. We do not employ people who are merely “looking for a job”. Instead, we take on people we know and trust, who give their best to the customer and whose ultimate goal is to create a better life for themselves and their families. People who are willing to learn new things and who are not satisfied in letting their brain “go to waste”. We believe in keeping our employees happy and involved in doing what they love. As the saying goes “find something you love to do and you’ll never work a day in your life”. We have never gone wrong with this approach and feel confident that, should our Tender be successful, this will extend to the delivery of the service line to ABC. Our competitive advantage is at the heart of our performance in a not-so-competitive market. In a country where Serviced Offices and Virtual Offices are practically unheard of, XYZ actually creates and sustains a competitive advantage in our industry by offering complete business support programs to enable clients to concentrate on business-building activities instead of administrative tasks.
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Your organisation’s environment, demonstrating how senior leaders establish and reinforce shared values support, self-direction, innovation and decentralized decision-making.
1.5. Our Environment The Partners of XYZ have created an internal environment of CALM…simply put. Because we believe strongly that procedures should be in place for any business to run smoothly and to achieve maximum productivity and profitability, we have come up with our own acronym. The word itself conjures up images of order and peaceful surroundings; which is what we strive for with the implementation of business process management. Creativity – Thinking out of the box and finding creative ways to deal with potential problems and circumstances. Analyze – Analyzing various situations and the solutions that work for them gives us the experience to help others who are “younger” than we are in business. In turn, this gives us a great sense of accomplishment and satisfaction to continue to provide for the different needs of our customers. Liable – Being held accountable for our actions, forces us to be more responsible in each situation; always cognizant of the fact that each decision, good or bad, has an impact on everyone in the company. Methods - With documented process in place, we are assured that there is continuity of service and little room for error.
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A succession plan to ensure continuity in the delivery of the service.
1.6. Succession Plan The goal of our Succession Plan will be to ensure the continued effective performance of the service. By making provisions for the development and replacement of key people over time if necessary, we will ensure continuity in mission critical positions and will encourage individual achievement. There will be a systematic process of collecting and analyzing all internal and external data related to the service line. All work procedures will be documented and all problems and their solutions recorded for reference purposes. The Succession Plan will include a long-term, workforce plan that will identify anticipated workforce needs including workforce goals, strategies to meet those goals, and performance targets that will measure success in meeting those goals.
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Assessment area two Strategic and Operational Planning
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An outline of a strategic plan that would enable assessment of how the service line would be delivered.
2.1.Strategic & Operational Planning Meeting ABC’s needs is at the forefront of service delivery. This will be done by utilizing state-of-the-art technology and employing the necessary manpower and resources to get the job done RIGHT. We are aware that there may be hiccups in any new system which may be implemented but by engaging the right people and up-to-date technology, we will lessen these setbacks. The direction and goals included in this outline are XYZ’ response to its understanding of what ABC values most about the organisation and current opportunities and challenges for offering a high quality system of support in the company. The three-year timing of the contract will be a time of assessing and deepening XYZ’ approach to its work and with a fresh perspective on its mission, understanding what we do well and the environment in which we will be operating, XYZ’ will pursue the following strategic direction: To review and deepen its existing business relationships with our vendors To create an environment of cooperation and develop a vision of mutual benefit that will enhance these relationships To continually evaluate our vendors to determine quality and responsiveness To increase productivity and efficiency by investing in software relevant to the delivery of the service To provide for training and education of our staff, relative to the service line To maintain a computerized system for careful accounting and tracking To further assess ABC’s needs to identify any gaps or needed shifts in service delivery. This assessment will serve as the basis for expanding on our resources as necessary To develop a stable, qualified and motivated workforce that actively delivers on ABC’s mission
Successful implementation of this plan will result in quality support and services delivered to ABC.
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Service standardization Describe your capabilities with regard to process mapping, quality management and quality control processes and management systems as it relates to the delivery of the service line.
2.2 Service Standardization Having complete operations documentation in place for the critical functional areas of the service line will assist us in management of the overall process and will minimize risks and maximize the productivity for those people involved. Our capabilities with regard to process mapping, quality management and quality control processes include disposal of the dead weight of processes that don’t add any value. By keeping the actual processes in a step down to a minimum, we will reduce the risk of errors in the delivery of the service.
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Past Projects List similar projects that you have recently completed. Please give a brief description of the projects.
2.3. Past Projects While in no way close to ABC’s size, we have completed jobs for our clients that have included similar scope of works. These include: VR Signs & Acrylic Displays This project involved a number of different aspects: Implementation of a computerized accounting system & financial data entry Preparation of financial reports Creation of Suppliers’ database Creation of excel spreadsheets to track inventory and supplies Aaric Environment Safety & Health Services XYZ wrote an employee manual for this company, implemented a computerized accounting system and prepared a series of reports after the initial entries were made.
C-petrol Limited XYZ was asked to document processes for new staff to follow as the Managing Director was out of the country most of the time. We spent a few days on site observing each aspect of this oilfield services company and put in place, a brief Procedures Manual for the employees. XYZ - Move to new premises XYZ relocated from 27 Sone Street, our home of five years. We orchestrated the entire move ourselves and had a very short space of time in which to do it. We were given keys on Christmas Eve 2007 and in a season when almost nobody works, we were able to have people on site because we had made preparations long in advance. The same goes for having telephone lines installed, internet and IP addresses in place for our foreign in-house clients. Our transition HAD to be seamless because we are the provider of office space for our clients, so in fact we moved our CLIENTS into new premises with a minimum amount of hassle and disruption to their business.
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List similar projects currently underway and provide approximate percentage of resources now engaged in the execution of these projects Give a brief description of services you have provided on previous occasions to this and other ABC LLC business unit(s) and the name of the unit(s).
2.3.1-3. Current projects We do not have any current projects underway that would engage the resources needed for this ABC contract neither have we had previous contracts with ABC.
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Innovation Outline how the service provider would establish an atmosphere that would allow for changing the status quo for developing better and more efficient methods for the delivery of the service line.
2.4. Innovation Developing better and more efficient methods of running a business is what we do best! As mentioned in our strategic outline, we will increase productivity and efficiency by investing in software relevant to the delivery of the service and will provide training for our staff at least three times per year for the duration of the contract. Our first approach will be to understand what current system is in place for each line of service and ultimately improve upon that by assessing the pitfalls and weaknesses in the system. If allowed, conducting brief random surveys could be an option, posing questions like “How could procedures and processes be improved or streamlined?” While presentation of the service in an efficient way is mandatory, presenting it in a friendly way is also very important to us. We feel this will also be key to getting ABC end users to adjust and to be cooperative to new faces and voices.
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Assessment area three Customer Service/Focus
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What assurance can be provided to guarantee that the supplier can meet and exceed customer expectations as defined in the service level agreements?
3.1. Customer Service Consistently meeting and exceeding customer expectations is the cornerstone of Quality Assurance and Quality Control and is actually part of our mission statement as presented in our Company’s Business Plan. We can stand behind the guarantee and assurance of providing exceptional service not only because we will develop a system of routine activities and processes to ensure maximum productivity but because we will choose our staff carefully; people we know and trust to do their best.
Are the service requirements and expectations of your current key customers different from those requested at ABC? Outline the major differences in the requirements.
3.2. The requirements of our current customers are really not much different to ABC’s save and except for the documented attention to detail which ABC places on the various service lines. Everyone should be that meticulous (that way we wouldn’t have potholes left in our roads to develop into craters which destroy our car suspensions!). What types of contracts for services do you currently have that are similar to those to be delivered in the specific service line? How do you inculcate innovation, and value creation in these contracts? 3.3. At present, XYZ does not have any contracts for services that are similar to those delivered in the specific service lines. We provide value added services for our current customers and virtual office solutions that cater to their varying needs.
Customer feedback is used to build positive relationships, drive processes and effect improvements. What tools/methodologies would you implement to assure customer communication, assess and assimilate what is said, and to implement procedures to act on expressed needs.
3.4. We will encourage the creation of a logbook (soft/hard copy log) and by listening and speaking to the customer (with a smile in our voices or in our eyes) we will assess the situation and document solutions that will facilitate responsiveness to customer feedback.
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Assessment area four Information and Analysis
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Provide examples relevant to the service line of the type of benchmarking information and reports that you would utilise to allow your staff to drive improvements for ABC. Include an outline of a systematic process for identifying and prioritizing performance indicators, comparative information, and benchmarking studies for the most critical areas
Information & Analysis 4.1. We feel that benchmarking presupposes that we will be working on a process that has been in existence long enough to have some data about its effectiveness and its resource costs so because this service line is new, we will need to treat with it differently. Our activities will emerge from a systematic and organized framework. This framework will be understood, accepted and utilized throughout our company, as a result of continuous instruction and involvement of our staff at all levels in performance improvement. This will involve two primary activities: Measuring and assessing the performance of services through the collection and analysis of data and; Conducting quality improvement initiatives and taking action where indicated, including the design of new services, and/or improvement of existing services.
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Some of the tools we will use to assist in the improvement process are as follows: Flow-charts: To depict the nature and flow of the steps in the processes; to help our staff understand how the process is intended to work. During the service delivery, XYZ may then re-plot the current process to show how a redefined process should occur. Having a pictorial representation will enhance the understanding of the steps in the process and will also be used as a training tool for staff. It will also clearly show where problem areas and processes for improvement are. Brainstorming: To help bring out the ideas of each member of our staff. We will provide an atmosphere free of criticism and will defer judgment on the value of given ideas. This tool will be used to generate ideas to help tackle issues, possible causes, approaches to use and actions to take. This, we feel, will encourage creativity and by involving all our staff members, will foster a sense of ownership in the final decision as everyone can actively participate.
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Affinity Diagrams: To help us sort through large amounts of data which may be collected in dealing with potentially difficult issues during our brainstorming sessions. Run charts: This will allow us to see our changes in performance over time and will help us determine: -Whether or not the processes are stable, consistent and predictable - The variations in process performance - Signals of change Root Cause Analysis - To identify the basic causes that underlie variations in our performance.
Describe the process used by your organisation to analyze opportunities and to prioritize value improvement opportunities.
4.2. We study the needs of our clients during their time with us and design programs suited to their needs.
Give examples of where this approach has led to value improvements for customers.
4.3. This approach has led to significant cost savings for our clients. There has always been the ability to expand their business because of the implementation of our suggestions.
Indicate the key areas of opportunity for improvement that you have identified for ABC.
4.4. Partnering with XYZ!
Will you be prepared to participate, along with any other service suppliers to ABC, in the internal and external benchmarking of ABC’s Office Services portfolio, including sharing of performance results and external benchmarks?
4.5. Yes. It will give us a chance to be part of an experience unlike anything we’ve ever been a part of and will help us to expand considerably on our current service offering.
Describe how you would utilise audit methodologies for the delivery of the service line. The audit methodology must indicate how regular appraisal of the delivery of the service line would be conducted.
4.6. The audit methodologies will take into consideration all of what was outlined in 4.1. and we feel that monthly reports to ABC on the delivery of the service line would be adequate in the interim.
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Assessment area five Development and Management of Human Resources
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Development and Management of Human Resources
Define a staff structure in which positions are properly classified and allocated in adequate numbers to meet the standards for the targeted delivery level of service. The outline must include a supervisory plan for personnel who will be providing the services
5.1. Staff Structure
XYZ Partners
Service
Implementation
Manager
Quality Control Manager
Supervisor POS/ Galeota
Storeroom/
Maintenance
Storeroom/
Maintenance
Manager POS
Manager Galeota
HR Manager
HSSE Consultant
(outsourced)
Assistant to S.I. Manager
Quality Control Technician
Assistant
Supervisor
POS
Warehouse Attendant POS
HR Assistant
Messengers
Conference
(2)
Room Support POS (19)
Porters POS (4)
Conference Room Support Galeota (2)
Porters Galeota (2)
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On-site personnel will include Conference Room Support Personnel, Porters, Assistant Supervisor, Storeroom/Maintenance Manager, Warehouse Attendant, NOTE: This figure for Conference Room Support Personnel (19) is based on the information given that there are 33 conference rooms and 48 huddle rooms. There will be an average 1:4 ratio of support personnel to rooms. We estimated this ratio as we unaware of the frequency of use of the rooms and timing of meetings. ABC personnel however, based on the experience of meeting control, can advise on the reduction or increase of this number.
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5.1.1 The Supervisory Plan for staff will be results-oriented. Getting the required results from the plan will involve good management, supervisory, and human resources management skills. Steps in the Supervisory Plan will be: To ensure a safe and productive work environment for all concerned. To employ effective leadership techniques To periodically initiating ways to reduce costs To ensure that discipline is fair and consistent To ensure that training requirements are met To ensure that staff understand the goals of the company and how their performance affects these goals;
As an investment in security and confidence in us, all our staff will be uniformed with our company logo and ID Cards attached. ABC can be assured of a workforce that is always clean and well-presented. Staff members in the positions of Porter and Warehouse Personnel will be fitted with the proper Personal Protective Equipment
Outline a training plan that would allow for new employee orientation and technical skills enhancement for all staff that would be required to deliver the service line
5.2. Training Plan Outline To adopt a systematic approach to training that will ensure that our employees are getting the most out of themselves. This approach will include taking the time to analyze what results we need from our personnel, if employees are accomplishing those results, and what training and development approaches are needed by employees to better accomplish those results. The components of the plan will be: Our training goals The learning objectives The activities, methods & strategies Evidence of learning Documentation Evaluation
XYZ’ employee orientation will be an ongoing process, not just a one-day program. While the process will begin with a hiring decision, it will continue well into the first year of employment and will become the umbrella program for other programs that include performance reviews and training.
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Our goal for employee orientation will be five-fold: To reduce start-up costs To reduce employee turnover To save time in the long run (by not having to stop to explain work to employees) To develop realistic job expectations
Describe how work performance and attendance tracking measures are in place, are understood by staff members, and are used by supervisors to assess performance of personnel delivering the service line
5.3. Supervisors will be responsible for tracking employee attendance and work performance by implementing soft copy logs which will also track any outstanding work issues. Our approach for employees to understand our methods of delivery for of the service line, would include not only ABC site/service orientation but ours as well. They will understand fully what is expected of them during these sessions.
Briefly illustrate how the organization utilizes both formal and informal assessment, methods and measures to determine the employee well being, employee satisfaction, motivation and ability to work in the ABC environment as a contractor and to enable delivery of the particular OS service.
5.4. Our goal is to help build people not just offer them jobs. Our existing staff can communicate with us on any level but still offer the respect that is due to us as owners of the company. We care deeply about employees and the problems they encounter, having been employees ourselves. We can appreciate what is important to them and offer them support in any way possible.
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Assessment area six Process Management
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Process Management
As the potential OS provider for the service line define the processes currently utilised by your organisation ensure that facilities and/or equipment in your possession are adequate for the provision of effective and efficient services.
6.1. XYZ’ equipment base has always proven to be sufficient to carry out the services we currently offer our clients. Where there is the additional need for equipment to enable us improve our performance, there is usually no hesitation in acquiring such. The process would be to: Identify the need Research and source the item Compare pricing and features Get references about its capabilities Make a decision to purchase
XYZ’ current facility is more than adequate to house the necessary staff which we will need to hire to effectively provide the service. Having recently moved into new premises at #20 Mucurapo Road, St. James, XYZ’ building includes seven offices, one conference room, a lounge, waiting area and reception area. We will request however, should our Tender be successful, that our staff, who will be onsite for any lengths of time, be given a “home” from which to operate.
Outline an effective work management system to identify, report, correct, and document substandard conditions and maintenance requirements to support delivery of the service line.
6.2. A core element in our Work Management System will be the implementation of a computerized maintenance management system. The system will have reporting capabilities to assist in maximizing productivity and service levels. We feel the first step in identifying what is needed to have an efficient system is to conduct an evaluation of where the company’s maintenance operation is, in relation to where it should be. This evaluation process will include reviewing the overall structure of the existing program in relation to: General organization Available training Managing work orders Scheduling and planning Predictive and preventive maintenance Maintaining inventory and purchasing Reporting and automation
Secondly, we will put into practice an operating methodology which will optimize the use of the tools of the maintenance management system to provide good planning, work assignment, follow-up and reporting. Implementing this methodology should help us to: 24
Prioritize and plan work for the best results Assign work properly to ensure that the right skill sets are employed at the right time Follow-up to ensure that work is done at the right level of quality Generate reports that include the use of charts to analyze downtime
With the computerized maintenance management system in place, we will be able to capture various bits and pieces of information which will be crucial to running an effective program e.g. equipment history, which will allow for proper analysis and accurate benchmarks for performance. Having this type of information will catapult the system to the next level reactive maintenance vs. predictive maintenance.
Give a general overview of the work authorization and scheduling procedures which you would implement and that are consistent with the identified role of each service line activity.
6.3. Work Authorization and Scheduling procedures will be in the form of a list of welldocumented methods and will detail the following: Who will authorize work How authorizations may be obtained Which documents must be completed prior to start of the work Prerequisites to work being performed In what order work is to be completed Timeline for the work Who is to complete the work
In order to convey instructions clearly and to ensure that there is no word-of-mouth confusion, directions will be printed. Providing written work authorization and clearly defined steps in the process will help to prevent misunderstandings and mistakes along the way. Good communication skills will be employed in answering any questions which may arise and proper directives given to staff to ensure that the work is completed in the expected manner.
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Outline the preventive maintenance (PM) program that would be utilised to guarantee the regular inspection and servicing of equipment used to deliver the service to assure maximum service life, reliability, and operation.
6.4 . The purpose of the Preventive Maintenance program will be to establish a formal, well documented, preventive maintenance system for the service lines. Proper utilization of this program will result in monetary savings, improved time management, improved operational organization and less equipment loss due to failure in operation. This program will include: Proper scheduling of maintenance requirements Documentation for completion or inability to complete the maintenance requirement A quality control process that will ensure that the proper procedure is followed and maintenance inspections are being completed properly Material and parts support to ensure that maintenance requirements can be completed in the frequency assigned Compilation of a material and equipment history Reports to enable accurate budget planning
How do you propose to demonstrate to ABC that the costs of self delivered services are competitive and in line with the market?
6.5. We feel that the pricing of our services is in direct line with the quality of service we provide. Because ABC would have dealt with numerous service providers and suppliers and would no doubt have a thorough knowledge of pricing for various service levels, we feel that the best way to demonstrate that our prices are competitive would be for ABC to actively engage XYZ for this contract!
How will you leverage your purchasing power to provide economies of scale benefits in the procurement and delivery of goods and services? What supply chain related savings and benefits can ABC expect your company to deliver?
6.6./6.7. XYZ does not merely purchase “stuff” from suppliers. Over the past seven years we’ve been in business, we have built relationships with our suppliers and even our bankers who continue to have faith in us by accommodating us when necessary. We have created an environment of cooperation and developed a vision of mutual benefit that has always enhanced these relationships. A complete evaluation of the service providers we will use for this contract will be done to determine quality and responsiveness for the particular service lines.
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Outline the subcontracting model you would utilise to ensure that subcontracting operations are: o Timely o Efficient o Cost effective o Competitive i.e. proper competition is obtained for subcontracting operations o Contractually sound i.e. appropriate types of contracts are utilised o Properly managed and administered
6.8. We will implement the use of sub-contractor agreements to effectively manage this element of the service line. For us, it will be crucial to understand exactly what each subcontractor will bring to the table and to monitor their delivery of service every step of the way. Getting proof of experience and technical capability is vital and will tie into our strategy mentioned in 6.6/6/7 of evaluating every service provider we engage. Our Subcontracting Model outlines the relationship between XYZ and any Subcontractors we may use for effective delivery of services. XYZ, as the prime contractor, will assure the production of quality deliverables from each of its subcontractors and assure the development of long term business relationships between the Companies. This Model will be applicable to all phases of service delivery and XYZ and all its subcontractors will adhere to the approach outlined in this document. The approach to managing the subcontractors will be based on the following guiding principles:
XYZ will establish a primary contact at our office to effectively support the needs of the subcontractors Effective channels of communications will be clearly defined and established A Statement of Work will be developed jointly by the team with each subcontractor taking responsibility for the deliverables and services outlined in its areas of responsibility Each subcontractor will have its responsibilities and authorities clearly defined in the Statement of Work Each subcontractor will have its deliverables identified and required content clearly specified in the Statement of Work Each subcontractor will have the services it is responsible for providing, clearly identified and described in the Statement of Work All constraints imposed on the subcontractor will be clearly identified in the Statement of Work, including schedule and budget constraints Each subcontractor will have requirements for quality clearly identified in the Statement of Work, including the requirement to allow independent quality inspections of materials and processes 27
All products and services provided by the subcontractor will be subject to the acceptance of ABC and XYZ Each subcontracting agreement will contain appropriate terms and conditions and will outline major factors including the timely, efficient delivery of service Adequate facilities will be provided to meet the needs of the subcontractors, and XYZ will support subcontractors in processing invoices and payments, subject to the invoices being delivered to XYZ in an acceptable format for consolidation and remittance to ABC. To this end, XYZ will establish the format requirements for invoices based upon any pre-existing which ABC may have. The work of all subcontractors will be coordinated by XYZ to assure that all efforts are integrated into a cohesive whole through the processes of synchronized project control. A master schedule will be developed that will establish schedule constraints and identifies contractual milestones. Meetings will be conducted on a regular basis to provide visibility into work being performed. Clear points of visibility into the work that the subcontractors are doing are crucial to reducing the risk of inappropriate work being done resulting in unplanned, costly rework.
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Assessment area seven Performance Results
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PERFORMANCE RESULTS
Define the performance management system that you would utilise to ensure effective delivery of service line. The submission must clearly identify how performance would meet and exceed the KPI’s outlined in the scope of works.
The goal of our Performance Management system will be to help boost employee performance and, ultimately the productivity of ABC’s business. For it to be effective, the system will incorporate the following: CRITICAL ELEMENTS: Updated Job Descriptions Performance Measures and Standards Evaluator Training Guidelines for Improvement Employee Input Compensation and Rewards
DOCUMENTATION: The System will include successful completion and delivery of the following documents: A Performance plan document which will comprise of Outcomes and Expectations and an individual development plan Employee self-assessment summaries Upward feedback form (employee to supervisor) Upward feedback form (supervisor to manager) Narrative summary of employee's performance
BENEFITS: The performance plan will be developed for employees within 30 days of either the beginning of a performance cycle or after an employee is placed in a new position. The Plan will offer four main benefits: A clear understanding of job expectations Regular feedback about performance Advice and steps for improving performance Rewards for good performance
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USE OF TECHNOLOGY: We will use Performance Management Software but feel that it will be easier to implement only when practices are established and properly supported. The implementation process will be appropriately planned and will not be a process of installing software with one training session. The system, when introduced will enable us to actively collaborate, track employee progress, document their results, and daily manage information well.
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Assessment area eight Alignment with ABC’s values
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ALIGNMENT WITH ABC’S VALUES
Suppliers are required to provide information on:
Evidence that it has in place written policies and procedures which support compliance with an anti-corruption policies and measures
In the pursuit of integrity and transparency, XYZ has adopted a number of Anti-Corruption policies to ensure that our business dealings and transactions counter corruption and bribery and gives guidance to our employees. As owners and employees of the company we: Do not pay or accept bribes Set a good example by behaving in an honest and trustworthy fashion Ensure that our behaviour complies with our existing policies and procedures Do not misuse company resources but utilize them in the best interest of the company Make clear distinctions between company and private interests and ensure that there is no conflict with this principle Ensure that we comply with national legislation Commit ourselves to these codes of conduct and focus on maintaining our integrity
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Assessment area nine Risk Management
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RISK MANAGEMENT
What role does risk management play in the Contractor’s business?
9.1. Risk management has played a great part in our business recently, as we made the decision to expand after six years in business based on the demand from our current clientele. We had to ensure that our clients were comfortable with the increased fees as the move was made to a larger, better outfitted facility. We recognized that there are several internal and external risks inherent in our Business Centre concept - standard of our facility, I.T. and communications infrastructure and quality of service were key factors in our clients’ decision to utilize the service on a continual basis. Also, our clients must be willing to accept the services offered by XYZ in order for us to meet our sales projections. A strong marketing strategy and careful screening of other service providers has helped us mitigate these risks. Building a loyal and trusting relationship with our clients and other business partners has been a key component to the success of XYZ.
What formal systems exist to record risks, the level of their severity, to review the level of risk periodically and to report on the status of risks?
9.2. We are aware that the procedures we now have in place to record risks, the level of severity and the reporting process will differ from what must be implemented for the service line. In our business planning stage, we had identified the risks and their reduction strategies as they related to our type of business, but systems to be put in place for the efficient delivery of the service line will include design, evaluation and improvement. This means implementing policies, processes and structures to follow. The System will include operational risk assessments and an action plan that provides comprehensive reports to identify the management of risk. It will also assist in ensuring that the control and mitigation of risks are always visible to us. This management tool will ultimately identify, assess and report all potential risk-related outcomes fundamental to ABC’s business. It will also help to ascertain where to provide additional resources to combat risks through interrogation of the system.
Does the Contractor have in place procedures for identifying and documenting risks in its business?
9.3. XYZ has employed comprehensive risk management templates to assist in documenting risks in our business.
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Are the roles and responsibilities of those responsible for identifying and managing risks clearly defined?
9.4. Because we have in-depth knowledge and a better understanding of the industry we’re in, XYZ’ two partners are the ones ultimately responsible for identifying and managing risks.
Identify the key risks associated with the delivery of the service line How does the Contractor intend to mitigate these risks?
9.5./9.6 We have identified the following as key risks with regard to the delivery of the service line and have stated hereunder the counter measures to be taken
EXTERNAL DEPENDENCY Multiple Vendors/Contractors
PROBLEM Coordination
COUNTER MEASURES Ensure adherence to standards; technical and managerial. Emphasize the importance of regular status reporting Impose contractual constraints/ safeguards. Request documentation in advance. Ensure effective management Ensure that database is created with backup vendors/suppliers Ensure suppliers are aware of schedule commitment. Request interim status reports to review partially complete deliverables so verification of outstanding items can be made. Impose contractual obligations Employ already-trained key personnel. Investigate training current resources. Plan gradual take on to allow for familiarization and training.
Poor vendor support/ Unresponsive vendors
Time wasted waiting for response to queries or due to rework arising from mistaken assumptions made in the interim
Critical dependence on external suppliers
May miss milestones waiting on delivery
Extensive recruitment of resources
Time and expense
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ORGANISATIONAL Improper or lack of PPE
PROBLEM Physical injury on site
COUNTER MEASURES To ensure that staff is equipped with proper PPE Ensure that structure, controls, and process are documented and in place; request deadlines Proper supervision; stringent preventative measures in place Proper supervisory controls, employee-hiring strategies in place; reference checking
Extraordinary amount of requests at any one time
Unfulfilled requests
Haphazard moving techniques
Client Property Damage
Employee Theft
Financial loss to client
Errors and Omissions
Loopholes in sub-contractor Ensure that inefficiencies in contracts the system are rooted out; attention to detail; legal advice beforehand; proper processes Wasted time Ensure ABC personnel are available for a period of time to assist Business continuity procedures in place; documented procedures/company policies
Getting lost in ABC Building
XYZ Business interruption due to death/disability of owners
Contract downtime
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