This is a book written by those at the sharp end of leisure service contract management. The lessons that can be learned from it are of value to everyone involved in, or studying, all forms of contract management. Readers will be able to benefit from examples of best, and worst, practice. The book will be especially valuable for clients, contractors, and students, directors and consultants.
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Preface, Acknowledgements, ILAM, List of contributors, 1 The contract climate, 2 A first time tender, 3 Contract planning, 4 Process and personalities, 5 Managing specifications, 6 Business plans, 7 Tender evaluation, 8 Performance measurement, 9 Customer satisfaction, 10 Conflict and collapse, 11 Divorce, 12 Picking up the pieces, 13 Profitable management, 14 Market orientation, 15 Peace in a partnership, Appendix A: List of addresses, Appendix B: Outline of a tender, Appendix C: Glossary of terms used, Index