Quality Management in the NEC3 Term Service Contract (TSC)

Why enrol?

• Recognise how quality management is integral to the NEC3 Term Service Contract (TSC)
• Understand the role of the Service Manager in the monitoring and management of quality in the TSC
• Apply TSC clauses and processes to monitor and manage quality
• Review techniques such as KPIs (key performance indicators) to measure quality and performance
• Benefit from interactive teaching, group work and case studies that will inform your learning
• Increase their knowledge pf the TSC in practice and progress towards Accredited Service Manager status.

Background

Term Service contracts are frequently used in the facilities market where assets (buildings, roads, IT services etc) are maintained and can be used to deliver a wide variety of services. The conrtact sets out the quality obligations in the Service Information. 

Failures in achieving this quality are known as Defects. The quality standards required are often expressed as Key Performance Indicators or in a performance specification. There are also defined processes in the contract for identifying and rectifying any drops in quality.

TSC terminology and phrases includes:

• Testing
• Defects
• Tests and inspections
• Notifying, Correct and Accepting Defects

Unlike the ECC, where there is a Supervisor with a specific and exclusive quality management role, there is no explicit defined role in the TSC. The function is therefore often overlooked or undervalued. It has also led to a gap in the training portfolio for TSC users.

The TSC does not have a specific quality management role defined in the contract, but the function is none-the-less necessary and is provided by the Service Manager.

Sessions begin at 9:00 and finish at 17:00. Morning and afternoon coffee breaks and lunch are included in the programme.

Session 1: Background and underlying principles

• Who monitors quality?
• The TSC Service Manager’s role in quality management
• TSC quality management provisions
• The Contractor’s responsibilities for quality

Session 2: Testing and Defects - the supervision role

• The significance of Service Information
• Undertaking tests and searching for Defects
• Notifying and correcting Defects
• Accepting Defects

Session 3: Other quality management roles

• Employer’s equipment
• Key Performance Indicators (KPIs) and quality management
• Low service damages
• Using Task Orders to instruct Tasks and work
• Monitoring Tasks, plans and programmes
• Payment
• Dispute resolution

Session 4: Questions and case studies

Session 5: What next?

This course is suitable for anyone who is, or has an interest in becoming, a Service Manager for an NEC3 TSC service or delivery. Typical roles include:

• Current or aspiring TSC Service Managers
• Facilities managers
• Operations managers
• Asset managers
• Maintenance managers
• Estates managers
• Contractors and their supply chain

Delegates should bring a copy of the TSC with them.