Sentosa Cove

MANAGEMENT OF CONTRACTOR NON-PERFORMANCE

As part of the initiation process, C&W implements a range of general and site-specific inductions. While suppliers may have the technical capability to perform the work to the required standard of service, we recognise that they may not always have the same management system capabilities. Accordingly, our philosophy is to work amicably with contractors to correct non-conformances and improve their overall performance. If we document non-conformances during an audit activity, we will utilise these events to help contractors improve. Our personnel are experienced in a variety of established improvement methodologies that can provide a structured, documented approach to improvement activities:

Determine jointly if the plan was effective in addressing the improvement opportunity or effective in eliminating the cause of a non-conformance.

Assist contractors to identify targets for possible improvements.

Advise contractors to develop and document their improvement plans.

Document these activities which are then properly recorded and reported.

Monitor progress to the plan and assure the plan is implemented.

The IFM team performs the Supplier Performance Evaluations (SPEs) and track the results and outcome of the feedback to ensure that key vendors with poor performance are identified and the root cause of poor performance is investigated. Vendors with poor performance will be put under monitoring. At any time during a contract where the vendor fails to perform up to expectations, the IFM team will inform the client and step in to assist and moderate. Where the performance failings by a vendor is persistent and poses high risks and uncertainties in service

deliveries, a system of performance improvement initiative is activated via the Supplier Performance Improvement Plan (SPIP). Concurrently, Supply Chain Management will collate feedback on the performance of the same supplier providing services to our other managed accounts. We will then call for a joint performance improvement meeting with the supplier and the IFM team. Remedial actions are required within agreed timelines, failing which if the performance lapse persist, the supplier may be dropped from further consideration and even from the contract.

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