ABSTRACT
This chapter presents a two section that as follows: First, Continuous Improvement: a permanent increase in performance or reduction in cost of the contract. Second, Added Value: ad hoc or one-off benefits delivered to the customer and any benefits delivered to the customer outside the direct performance of the contract. Added value is a broad term covering a potentially wide range of areas but in essence it means those things we can deliver, beyond the core areas of the contract or specification, that give the customer some additional benefit over and above the basics of delivering the contract. In many cases adding value might be something extremely simple and one-off for instance helping the customer out when they have an issue that is not directly related to the contract. Continuous improvement should feature as an element in Contract Plan as well as the processes, culture and management mentality, used to achieve it.
