This paper summarises recent experiences in developing effective working relationships between clients and the contracted maintenance service providers. The work is drawn across a range of industries including manufacturing, utilities and facilities, with remarkably similar issues being common to all. The emphasis on improvement requires three key attributes in the day-to-day working relationship: a vision for improvement, resource plans to achieve the goals set, and clear measurements that mark progress. It is also necessary to appreciate that in this arrangement, the client organisation has a clear responsibility to contribute, as does the contractor: success is only possible through a well understood, clearly measured teaming between the organisations.
