A Framework for Knowledge-Aware Service Contract Quality Management Decision Support Systems

Quality-management on large service-contracts is a daunting task that involves the evaluation of hundreds of quality measures and consideration of a wide variety of contract types and services. Contracts of this size typically create information overload, conceal critical data relationships, and present a dizzying array of information that complicates management value and resource allocation decisions. The successful use of Decision Support Systems (DSS) for quality-management of service-contracts could greatly improve management’s decision-making capability and promote overall organizational success.