The CMHR Service Quality Program (SQP) exists to ensure the delivery of the Contractor’s products and services (the work), meet the Museum’s requirements, and to provide both the Contractor and the Museum tools to judge the adequacy of the performance of that work. The SQP serves to provide transparency of the expectations, as well as tools to measure the products and services provided, and to ensure the expected labour, quality and service metrics are met. It also provides for opportunities to remedy any issues that may surface, with the intent that it will help create long term and sustainable supplier relationships.

NOTE: This document may be revised by adding additional detail specific to certain contracts.

Performance Metrics

The following Performance Metrics will be used to evaluate the performance level, effectiveness and success of the specific service deliverables and requirements outlined in the Contract, but especially identified in the Scope of Work and any Technical Services and/or Specifications:

1. Corrective Action Report (CAR);
2. Contractor Reporting;
3. Score Cards or Debrief.

1. Corrective action report

   The Museum will address corrective actions as follows:

   • The Contractor will be notified verbally or by email of quality concerns, staffing or work performance issues to be addressed or other issues. If the quality issues or other concerns go unaddressed or continue, the Museum will issue a formal Corrective Action Report (CAR).
   • The Contractor shall respond to the CAR, providing sufficient detail regarding the root cause of the issue and corrective action to avoid recurrence within 2 business days.
   • The Museum will provide a CAR acceptance or request further information until the issue is sufficiently addressed, at the discretion of the Museum.

2. Contractor reporting

   Reporting is a critical component of good communication and quality tracking, and serves to ensure contractual responsibilities and performance are meeting expectations.
   It is the responsibility of the Contractor to report certain information to the CMHR as defined further within their individual contracts.
   Reporting will be done in the form of daily, weekly, monthly and yearly reports, as requested by the Museum.
   Key Performance Indicators may be used to identify measurement requirements for data collection or similar monitoring and will be developed by the Museum. If KPIs are developed after a contract is in place, they will be incorporated through a contract amendment.

3. Score cards or debrief

   On some high complexity contracts and on any contracts where two CARs or more have been issued, the CMHR will issue a Score Card or Debrief to the Supplier at the completion of the Work.
   The Museum may use information within a Score Card or Debrief, be it positive, neutral or negative, as part of future considerations and/or evaluations for Work.
   The purpose of providing this information to a Supplier is to assist with improving their overall service on future orders.
   Score Cards or Debriefs will be filed in the contract file.
   The CMHR will issue a Score Card or Debrief at its sole discretion.