Sentosa Cove

4.2 Subcontractor Performance Management

Our subcontractors are periodically audited to ensure the correct documentation is in place, processes are being correctly followed and work is being carried out to an adequate standard. These audits occur in accordance with an audit program prepared with each supplier. This information is then fed back into the subcontractor database for future reference. Any issues highlighted are taken up with the subcontractor and steps for resolution are agreed upon with the subcontractor.

The site manager conducts periodic review meetings with key subcontractors to review service levels and discuss any performance or work-related issues. Subcontractors will be performance managed and measured in accordance with C&W Services procedures, client’s service level agreements and key performance indicators. The performance of suppliers is actively monitored and managed by the site operations team to maintain compliance to safety and quality and to achieve the best time, cost and quality outcome. Supplier performance and record keeping is managed through our ISO-accredited quality management system. Our on-site FM team will inspect related works to ensure compliance to clients’ service standards, policies and maintenance best practices. We work in unison with Sentosa Cove and bring to your attention any matters relating to the monitoring of these resources. For on-site performance, subcontractors are evaluated by the site operations team based on the Supplier Performance Evaluation (SPE) Form. This form is diligently completed and submitted to the site managers and account manager for endorsement. The SPEs are submitted 3 months into a new contract (whether incumbent, new vendor or a key vendor) and 3 months before end of contract, and minimum once a year. The FM team also leverages on the user/client survey carried out, feedback from users and data from C&W’s CMMS, which tracks the subcontractor quality through the time taken to resolve issues and outcome of inspections to evaluate the quality and effectiveness of completed works.

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