Relationship and contract management: the role of governance
We have already stressed the need for openness in the relationship, underpinned by a mutual readiness to communicate when issues arise rather than to go straight to the contract. The fact is that the quality of communication is directly related to the level of trust in the relationship (see the box opposite).
But full and effective communication can only take place in the right context. And the context comes down to one quality: governance. Contract management divides fundamentally into two parts. On the one hand, it is commercial – which absolutely involves more than just price. On the other, it is service – which is absolutely bigger and better than KPIs and SLAs.
The four categories ...
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