An evaluation of factors that influence service contract quality.

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 procedure 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 in a common language, common management principles, common standards and common goals.

Department dc:contributor.department

Department of Administrative Sciences

Grantor dc:publisher

Monterey, California. Naval Postgraduate School

Year dc:date.issued

1989

Author dc:creator

• Barnd, Daniel J.

Advisor dc:contributor.advisor

• Smith, Raymond W.

Statement dc:rights

• This publication is a work of the U.S. Government as defined in Title 17, United States Code, Section 101. Copyright protection is not available for this work in the United States.

Language dc:language.iso

en_US

Handle dc:identifier.uri

https://hdl.handle.net/10945/27033

OAI identifier oai:identifier

oai:calhoun.nps.edu:10945/27033