Speaker Biograghy: Pakis is a quality and sustainability professional with 20+ years' experience in aviation and manufacturing. He is an experienced management systems integrator, supporting the adoption of standards in an effective, realistic and value-adding manner. He has a strong background in B2C and B2B service performance assessment with respect to passenger complaints, service quality measurements and outsourcing contracts performance.


Day 3 - 22 March
Session: Facilities Maintenance & Management

09:35 - 10:05 - Qontract: measuring and controlling the quality performance of service contracts
Synopsis: One of the key factors of AIA’s successful operation is efficient contract management for outsourced services. This expertise led to the development of the Qontract contract performance management system, a business automation tool that is unique in our business. Qontract is applicable to management/service agreements that feature service level provisions. Each application of Qontract is customised to the particularities of the related service, in line with the scope.

Audience will learn:

• Objective: Establish a win-win partnership with service contractors through a commonly accepted monitoring process that verifies attainment of SLA
• Qontract is applicable to management/service agreements with SLA provisions, customised to the particularities of the service
• Qontract yields a single performance indicator (CPI: Contractor Performance Index) that is associated with required performance thresholds
• The Contractor Performance Index is based on audits (scheduled inspections) or ad-hoc incidents (non-conformities)
• Qontract is a turnkey solution that includes an efficient software tool that facilitates data collection and reporting