1. #COUP2015@coup2015

2. #COUP2015@coup2015 Helen Baker Head of Purchasing Mark Harris Sales Manager, Direct Channel How Managing Contracts Works

3. UWE & Canon Partnership Canon won UWE initial tender in 2005 via OJEU Tender UWE went back to tender via CCS in 2010 with award in 2011 Total machine base of 252 of which 174 are MFPs and 78 Single Function Printers (SFPs) UWE uses Pharos Blue Print Management Software Account Reviews have evolved over this time UWE purchase machines not lease

4. Why do Contract Management? Why is Contract Management important? Contracts often contain terms and conditions, obligations and commitments that need to be managed effectively to obtain the maximum value from the contract relationship When is Contract Management valuable? Whether a contract requires dedicated contract management depends on a number of criteria, such as: Contract value Contract length Complexity of services Level of risk

5. Why do Contract Management? There are three distinct areas of supplier relationship: Contract Administration: This is the formal “nuts and bolts”, small print management of the physical contract Service Delivery: Management of the delivery of the products or service. This ensures the supplier meets the service performance and quality that is required. Service delivery is managed by adherence to Service Level Agreements and KPIs Relationship Management: This ensures that the relationship between the company and supplier is mutually constructive and problem free.

6. Benefits of Contract Management? These can be far reaching and will depend on the type of contract being managed – examples Collaboration Risk reduction Continuous improvements / innovation Benchmarking - costs or savings Management information Joint problem solving Fraud identification Market information Relationship building

7. Who should attend the Contract review University Procurement Lead – preferably the person who carried out the tender Key Customers involved in the day to day operation of the contract Supplier –Local Account Manager –SUPC/ Framework Account Manager –Service Manager

8. Typical Agenda Content Canon & UWE Updates Actions Log & Delivery Lead Times Service Review inc KPIs/ SLAs New installations/Outstanding Orders Finance issues – Invoices and annual accounts update Health & Safety Sustainability/Environment/CSR Equality & Diversity AOB & next meeting date

9. Canon / UWE Updates General information from both parties to ensure that key knowledge which could effect service levels is shared. UWE examples include :- Reorganisations or restructures New buildings or closures Canon examples include :- New contract wins Restructures/ mergers/ acquisitions New software systems Technology updates

10. Contract KPIs What are the KPIs we are monitoring? Delivery Lead Times:20 days (from order receipt) Relocation Lead Times:10 days (from order receipt) Response Times:4 hours (fleet average per quarter) First Time Fix:90% of calls Fleet Uptime Target:97% UWE invoice payment days

11. Action Log

12. Deliveries

14. Re-site Information

15. Executive Service Summary

16. Management Information Tracker

17. Fleet Uptime

18. Response V Down Time

19. First Time Fix

20. MIF Service Call Analysis

21. Volume Distribution

22. High Volume Top 10

23. Product Life Planning 47 Devices (4 now) 2 Devices Passed PLP Life 2 devices with more than 2 years life 0 device with less than 1 years life

24. Health and Safety / Environment/CSR Equality and Diversity Any reported Health and Safety issues Sustainability Report 2014 available on website Kyosei – ‘Living and working together for the common good’ Green Initiatives/ CSI Latest Awards

25. Issues we have resolved Delivery lead times new machines Engineer call out issues – software system Invoice issues – UWE late payments First time fix – significant improvement Improved response times

26. Any Questions?