Reception of a work request from a CERN customer.

Request a quotation in compliance with contract terms and deadlines.

Review the bid (unit prices in accordance with the contract, proposed quantities of material, proposed duration of the works etc.) – iterate with the contractor as necessary to come to an acceptable bid.

In case of use of GESMAR, upon acceptance of the bid, create the order in GESMAR, and submit it to the contractor.

In case GESMAR is not used, please refer to section “financial commitments”.

Where applicable, two weeks before the start of work, create an “IMPACT” request for any new work to be performed (formerly called “avis d’ouverture de chantier”).

In case the technical officer needs further information on how to use IMPACT, there is a course “IMPACT Fundamentals" available at https://sir.cern.ch . This course, in English or French, covers the basics for IMPACT.

Should a "Visite d’Inspection Commune" (VIC) be necessary, the related VIC form should be completed in IMPACT. For further details on VIC, please refer to section “Follow-up of contract implementation – Visite d’inspection commune”.

Performance of the work.

If needed, follow-up closely the execution of the work, with the presence of CERN’s technical responsible(s) and/or the technical officer.

Should the performance of the contract not be compliant with the contract requirements, the technical officer may decide to set daily meetings, in particular for C contracts, to follow up the performance of the ongoing activities. Refer to section “Follow-up meetings” for further details.

Raise “Point d’Alerte” (PAL) for any deviation to the planned work.

Usually, there is a ”PAL” referee within the section/team of the technical officer. On the contractor’s side, PAL are usually followed up by the QHSE manager.

Keep track of all PAL and their associated answers, preferably in EDMS.

Perform the acceptance test on site, with presence or supervision of CERN’s representatives.

It is sometimes impossible to verify all the interventions performed. In such case, the technical officer shall perform sample verifications.

For EN-EL only: once the work is completed, submit the bill of quantity (“métré”) of the work performed.

For EN-EL only: Verify the bill of material, performing a contradictive bill of material (“contre-métré”) , with on site visit when necessary.

For EN-EL only: Update of the bill of quantity in GESMAR (only if duly justified against actual work).

Follow up Key Performance Indicators (KPIs), as defined in the contract.

Refer to section “Quality assurance and control” below for further details on KPIs.

Where applicable, open a Work Order / Ordre de Maintenance (ODM) to instruct the start of a new intervention.

Perform the intervention and verify compliance of the work, in accordance with the maintenance plan - as foreseen in Infor EAM / ODM, and agreed with the technical officer.

Use of Infor EAM (applicable for contracts involving asset and spare management)

CERN is like most organizations with large installations of equipment using a Computerized Maintenance Management System (CMMS) to streamline, organize and document all our asset tracking and maintenance management efforts. In industry this is today often called Enterprise Asset Management (EAM) indicating that such tools are used to optimize the performance and lifecycle of physical assets across the whole organization.

 The CMMS at CERN is called Infor EAM (previously known as Datastream7i or D7i) which is a commercial system from Infor. Together with its predecessors it has been used within the organization for over 25 years and contains information about over 1.7 million pieces of equipment and details about 4 million technical interventions carried on the installed equipment. The first interventions logged in Infor EAM are from 1971 and were imported from a legacy system.

This makes Infor EAM a centralized asset repository for the whole accelerator complex and thus a vital tool for efficient knowledge transfer which is a must for installations with very long lifecycles.

Further information can be found here.

Verify the interventions performed, based on sample checks, or systematic, as appropriate. Re-open the work order as appropriate if the work performed is not compliant (via Infor EAM where applicable).

For remuneration based on lump-sum price, it is sometimes impossible to verify all the interventions performed. In such case, the technical officer shall perform sample verifications. 

Should the performance of the contract not be compliant with the contract requirements, the technical officer may decide to set follow-up meetings more regularly and / or to increase the number of checks. Refer to section “Follow-up meetings” for further details.

Validation of the work performed (via Infor EAM where applicable).

Follow up Key Performance Indicators (KPIs), as defined in the contract.

Refer to section “Quality assurance and control” below for further details on KPIs.

Request for an intervention in compliance with contract terms and deadlines.

Perform the intervention.

Notify CERN’s technical responsible, in writing, of completion of intervention (via Infor EAM where applicable).

Systematic or sample verification of the work performed, as appropriate. Re-open the work order / ODM when the work performed is not compliant.

Validation of the work order / ODM.

Perform the work, deliver the service according to the deadlines and content agreed.

For some contracts, it is important to set a maximum number of hours for each service to avoid low efficiency and/or overcharging from the contractor.

Check the work performed. Validate it or submit comments, as appropriate.

It is sometimes impossible to verify all the services performed. In such case, the technical officer shall perform sample verifications. 

Analyse users’ complaints, as the case may be.

Treat users’ complaints, as the case may be.

In case of time-spent remuneration, declare the number of hours / days performed during the month.

It is important to ask the contractor to set up a system providing visibility on the number of hours performed, in order to avoid any risk of double invoicing.

Validation of number of hours of work performed by the contractor, authorizing the invoice to be issued.

Use of JMT:

Job Management Application (JMT) is a web based tool used to manage jobs of various natures: CERN internal jobs between departments/groups or jobs outsourced to contractors. The application is mainly addressed to the services/contracts managing many jobs at a time. It helps to follow the job evolution: creation, estimation of the costs, execution, invoicing and electronic transfer of the data to the Finance applications. Estimations are made easy with flexible definitions of activities (with predefined prices lists in EUR or CHF) and, optionally, automatic adds-on referred as a percentage of the overall costs to cover additional expenses. The estimation is validated by an EDH approval process after which the commitment transaction is directly transferred to accounting systems (QUALIAC). Similarly, the invoicing of the job generates a payment.

Follow up Key Performance Indicators (KPIs), as defined in the contract.

Refer to section “Quality assurance and control” below for further details on KPIs.

Submit KPIs and / or SLA report in accordance with the Quality Assurance Plan defined in the technical specifications.

Agree an exact date of extraction and computing of KPIs with the contractor, in order to have comparable values.

Please refer to the guidelines for contractor’s quality plan for further details.

Evaluate the contractor’s performance via CERN’s own system/tools, measuring CERN’s monthly KPIs and SLA and in accordance with the Quality Assurance Plan defined in the technical specifications and the Quality Assurance Plan.

Use follow-up meetings to address the contractor’s performance via KPIs and SLA.

It is advisable to use CERN’s own system/tools to evaluate and check the KPIs declared by the contractor (Infor EAM, excel table etc.).

Review KPIs / SLA during contractual follow-up meetings (monthly or quarterly).

Apply penalties as the case may be, deducting the related amount from invoices in accordance with the periodicity defined in the contract (monthly usually).

If contractual penalties are applicable, you should inform the contractor of their application and deduct them from the monthly invoice. Penalties should be used as an incentive for the contractor to perform services in accordance with the contract.

Document every NC (for example with pictures, “Ordre de Service” (OS)) at least on a monthly basis.

Tracking NCs will help monitor the contract and settle possible disputes.

Inform the contractor about the Non-conformities via an “Ordre de Service” (OS) - requesting management of non-conformities in accordance with the contractual documents (contract, technical specification, evaluation questionnaire, Quality Assurance Plan etc.) - (See section “Correspondence” for further details), with procurement service in copy if related to commercial or contractual issues.

Apply penalties as the case may be.

Penalties should be used as an incentive for the contractor to perform services in accordance with the contract.

Take remedial measures / corrective actions.

Check the result and efficiency of remedial measures / corrective actions.