A framework for knowledge-aware service contract quality management decision support systems

The increased use of contracting for both government and private sector services has created a significant challenge for decision makers in managing and improving the quality received from the contracted services. The challenge of quality-management for private sector firms can often make the difference between company survival and failure in today's competitive world economy. The challenge for government and military operations is especially important due to an increasing reliance on the contracting of logistics and facilities services at a time when the nation is engaged in the "Global War on Terrorism".; Quality-management on large service-contracts is a daunting task that involves the evaluation of hundreds of quality measures and consideration of a wide variety of contract types and services. Contracts of this size typically create information overload, conceal critical data relationships, and present a dizzying array of information that complicates management value and resource allocation decisions.; The successful use of Decision Support Systems (DSS) for quality-management of service-contracts could greatly improve management's decision-making capability and promote overall organizational success. The author conducted a multiple case study that analyzed two unique DSS used for quality-management on two major Army service-contracts at Fort Benning, Georgia. The DSS are used in support of a logistics and facilities cost-plus contract and a food services fixed-price contract. Research indicates that the two Fort Benning DSS are unique, and thus, represent ideal subjects for case study research. The DSS were studied in terms of their quality-management decision-making, knowledge sharing activities, and contract implications. The study resulted in development of a theoretical framework for a knowledge-aware service-contract quality-management DSS. The study is also resulted in the development of knowledge sharing models for the DSS. The results of the study are expected to serve as a guide for future research and development of DSS for a wide variety of operational service domains and contract types. It should be noted that the views expressed in this study do not necessarily represent the views of the government.