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

Authors: Allan McLay; Robert Everett; Andrew Keith-Storey

Addresses: School of Engineering, RMIT University, LaTrobe Street, Melbourne, Victoria 3000, Australia ' School of Engineering, RMIT University, LaTrobe Street, Melbourne, Victoria 3000, Australia ' School of Engineering, RMIT University, LaTrobe Street, Melbourne, Victoria 3000, Australia

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 a 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.

Keywords: cost of quality; CoQ; customer focus; leadership; quality management systems; QMS; service support contracts; legal services; defence services; return on investment; ROI; organisational learning; strategy lens; performance improvement.

DOI: 10.1504/IJASM.2016.081568

International Journal of Agile Systems and Management, 2016 Vol.9 No.4, pp.340 - 362

Received: 12 Aug 2015
Accepted: 23 Aug 2016

Published online: 11 Jan 2017 *

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