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Contract Management as a Customer Service Discipline

Contract Management as a Customer Service Discipline. Donald E. Shannon, PMP, CPCM don@contract-coach.com. What is Customer Service?. Customer Service is: Fulfilling the customer’s needs quickly, professionally, and satisfactorily the first time

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Contract Management as a Customer Service Discipline

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  1. Contract Management as a Customer Service Discipline Donald E. Shannon, PMP, CPCM don@contract-coach.com

  2. What is Customer Service? • Customer Service is: • Fulfilling the customer’s needs quickly, professionally, and satisfactorily the first time • Being a partner with the customer to identify needs and devise the least painful route to fulfilling them • NOT a license to circumvent procedures or regulations. Rather it is assisting your customer in navigating that maze. • Recognizing that the customer is your reason for going to work each day • Recognizing if the customer can’t fulfill their needs through you, they will find another way … usually to your (or their) detriment.

  3. Who is Your Customer? • Knowing who you serve is the first and most basic step in good customer service • After all … they pay the bills • Direct charge to program • Overhead position • Staff agency • Know their organization • Structure • Mission

  4. How Does One Measure Customer Service? • Do your customers get what they need • Quickly • Reasonably priced • High quality • Is your organization responsive to their requests • Do they listen when you talk? • Do the respond • Quickly • Effectively • Do you put them in contact with the expert who can fix the problem? • Do you follow-up to make sure the problem has been fixed?

  5. Contract Management as a Customer Service Discipline • Contract Manager supports the Program Manager • Advisor for contractual matters • Acquisition strategist • Contract/subcontract type • Competition requirements • Small business participation • Proposal or solicitation support • Terms and Conditions review • Teaming agreements

  6. Contract Management as a Customer Service Discipline • Manage business matters for contracts1 • Invoicing • Funds availability • Purchase approval • Manage subcontracts and consultants1 • Agreements/subcontracts • Payment • Non-disclosure 1. Contract management roles and responsibilities vary with each organization.

  7. How Does Your Customer Perceive Your Support? • Are you responsive to their needs? • Do you represent their interests in the acquisition process • Are you available to meet with them at their place of business?

  8. Fight for Feedback • When was the last time you asked customers for an evaluation of your support? • Just the act of doing this sends an important message • When was the last time a customer thanked you for replying promptly or going the extra mile? • Of course the reply should be “doesn’t everyone do that?” • Does your boss ask key customers for input for performance reporting?

  9. Walk a Mile in Their Shoes • See yourself as others see you • Spend some time at your customer’s office • Become familiar with their plans and requirements • Put faces and names together • Attend departmental meetings – especially if an acquisition topic is on the agenda • New or renewed contract • Funding requirements

  10. General Techniques to Improve Customer Service • Go on “walkabouts” (Manage by Wandering Around) • Promotes informal communications with PMs and team • Improves understanding of technology and potential issues • Demonstrates approachability and willingness to be a team player

  11. General Techniques to Improve Customer Service • “Own” the contract / procurement process • Help set reasonable schedules and then be accountable for meeting deadlines • Represent Contracting at acquisition team meetings • Offer solutions not roadblocks when problems arise

  12. General Techniques to Improve Customer Service • Be knowledgeable • Know the FAR, agency supplements, case law and policy • Apply that knowledge to customer issues • Be proactive • Stay informed about upcoming acquisitions • Offer assistance without being asked • Keep your customer informed

  13. Consider Organizational Changes • Are you a centralized function? • Could you better support your customer by embedding your operation with theirs? • Do you have teams assigned to specific customers or organizations? • Who is your customer’s “go-to” person or is it the contract manager de jour?

  14. Summary • Contract management is a customer service profession. • Know your customer and their needs – try a little empathy. • Fulfill those needs promptly and professionally. • You are the one with the knowledge and ability to guide your customer through the maze of bureaucracy and regulation that is contracting.

  15. The Contract Coach Albuquerque, NM 87120 (505) 259-8485 http://www.contract-coach.com

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