EVIDENCE BASED CONTRACT PERFORMANCE
REVIEW METHODOLOGY – MPM REVIEWS

G&W provides a peer review methodology that evaluates the readiness, fitness-for-purpose, direction and performance of service contracts, service delivery operations and organisation throughout the lifecycle of a service contract. It will be adapted flexibly to meet the specific needs of our clients.
 
 An MPM Review will be set in the wider policy or corporate context of the client organsiation and can be applied to projects, programmes and business change associated with the contract. The methodology, which was developed and successfully piloted with a major corporate client, is based on proven techniques and will ensure full value-for-money from your service contracts by evidencing performance at key points in the contract lifecycle.  These key points include contract start-up through mobilisation, transition into business-as-usual, mid-life performance and exit strategy.

The model evaluates key critical success factors including:

• Leadership
• Skills development & deployment
• Systems & processes

It will confirm that ownership and responsibility for the service is clearly identified at contract start-up and also that clear accountability and governance, with assurance mechanisms, are in place.

Service contracts play a significant role in the delivery of business performance!  They account for a large part of operating costs.
Key questions that our reviews address will include:

• Has mobilisation and the transition to a new service been carried out properly?
• Are arrangements in place to ensure the client receives the support they expect?
• If the contract is mature, is performance being monitored, measured and reported?
• Can a decision to extend the contract be made without carrying unnecessary risk?
• Is there an exit strategy or methodology in place that will ensure continuity of service at the end of a contract or decision to terminate?

By adopting an evidence based approach, the MPM Review methodology provides both client and supplier with
assurances that

• Obligations under the contract have been and continue to be met!  
• Performance really does reflect both the needs of the core business as well as industry standards.

As best practice, the MPM Review methodology is also applicable to:

• Changes in policy and implementation for customer service and service lines
• Organisational change and other transformational initiatives surrounding service delivery
• Projects and programmes associated with the implementation and development of the service contract
• IT enabled business change surrounding contract implementation and ongoing service delivery

Having completed the review, G&W can then advise and support you in implementing recommendations to ensure you really do receive best service from your contracts!

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