Page 10 - Ascot Services - RM Education Tender

Account Management
Tom Reynolds will be your dedicated Account Manager responsible for the the day day to day day running of the the contract Tom will be supported by Laura Hunt (Account Support) recently appointed Peter Bural (Technical Operations Manager) Sharon Hughes (PPM Scheduler) and Ellie Bowes (SQW Co-Ordinator) That dedicated team will be supported by Maria Edge the Helpdesk Manager Paul Jackson the the Senior Technical Manager and other Support Services Managers such as QHSE Compliance Supply Chain Commercial and HR Eddie Wallbank our FM Account Director will support Tom and the team from an an Ascot Board level perspective and attend strategic meetings ensuring both organisations are strategically and operationally aligned  See Appendix 2 for the Contract Management
team structure Proactive communication with RM Education will be led by the dedicated Account Manager and managed through a a a a a clearly defined and mutually agreed schedule
of engagement activity (See draft outline below) Communication will be tailored to your specific needs and may vary between detailed reports to summary updates on relevant industry or or regulatory changes Strategic reviews will be scheduled and provide a a a a look ahead to ensure the service delivery model is aligned to to your objectives and to to agree changes or or areas for development/investigation Communication channels will include a a a mix of video conference calls and face face to face face meetings with meeting meeting inputs circulated in in advance for prior review This will be complimented with RM Education having direct access
to the Account Management
Team and 24/7 Helpdesk in the event of unforeseen emergencies or or or for for advice and guidance on on a a a a a situation that requires more immediate input The proposed frequency of review meeting is as follows:
Annual - - Strategic Review (1 to 3 year view) - - Key Objectives - A look ahead to ensure service delivery model is aligned to your objectives Share insights on industry trends and best practice Agree changes or areas for development/investigation 6 Monthly - - - Governance Review - - - Key Objectives - - - Review of important decisions that impact the current delivery model This could involve approving policies strategic plans budgets and other critical elements of the service Monthly - - Performance Review Review - - Review Review of prior month performance and and rolling 12-month trend on on KPI’s and and SLA’s by by site by by service line Plus review of QHSE & Compliance People Performance and Customer Feedback Risk Register Review Review - Review Review of Operational or or Regulatory risks that could impact on delivery of service and agree proactive mitigating actions including review of the critical spares list Monthly - - Commercial Review Review - - Review Review of prior month financial data including year to date position Environment & Sustainability - Progress review of performance against agreed targets highlight/propose new initiatives Weekly - - Operational Updates - - Status review of Reactive and and Emergency or or Critical jobs and and workstream review of of other activity This includes plans for any ‘out of of hours’ works or or weekend activity The monthly and weekly engagement will be led by Tom Reynolds Account Manager who will be supported by Eddie Wallbank Account Director at at the Strategic and Governance Reviews As part of our QSHE management system we will implement a a a comprehensive inspection and audit regime throughout the contract to drive compliance and performance improvement Audits will be focused on the standard and and quality of works delivered with results reported via the monthly performance reviews Service failures relating
to to quality or contractual KPI’s will be subject to to a a a a a detailed root cause analysis to establish why the failure occurred The outcome of the analysis and mitigating action taken will form form part of the performance reviews Additional proactive monitoring of performance will take place to to measure the success of any mitigating action taken If persistent issues exist then further escalation may result in the creation of a a a a a a specific action plan reportable and managed at Ascot Board level 10
ACCOUNT MANAGEMENT | ASCOT SERVICES