1. Client Management
Production Process

2. Recap on last week Risk Management
Risks need to be identified, quantified and the likelihood of them turning into issues evaluated
Methods for examining risk
Decision trees & expected value
Sensitivity analysis

3. Lecture content Contract management Client management
Setting the price
Tendering
Client management
Managing client expectations
Negotiation
Project completion & handover

4. Contract management - process

5. Contract management – evaluation plan
How are proposals to be evaluated?
Problem of different technical solutions to the same problem
Need to assess value for money for each desirable feature

6. Contract Management -Tendering
Open tender
Restricted tendering
Negotiated procedure

7. Contract management -Setting the price
Fixed price
Time & material
Price per unit e.g. staged payments for delivery

8. Contract Management – Evaluating bids
usability of an existing package
usability of an application yet to be built
maintenance costs of hardware
time taken to respond to requests for software support
training

9. Client Management - expectations
Be clear about what is being provided and the costs
Check expectations are matched
What do you/they need, want, what is on the ‘wish list’, what is the political agenda, what is the personal agenda
The greater the unspoken expectations the more trouble later!

10. Client Management – Change
Why do some people resist change?
Types of resistance
Can be deliberate of unintentional
Manifestation of resistance
Minimising resistance
‘contract for change’ (Keen 1981)
Seek out & treat
Develop credibility
Encourage real user involvement

11. Client Management - Conflict
Why does conflict arise?
Resolving conflict
“Know your desired outcome
Triage the conflict
Agree a process
Confirm the positions
Take action” (Cadle & Yeates p.269)

12. Negotiation What is negotiation? 3 sides to the negotiation table
Initially each party understands that agreement must be reached to proceed
The art of negotiation involves achieving an end which suits all parties
3 sides to the negotiation table
Create A Non-Defensive Strategy Early
Connect And Communicate
Attitude And Consideration
The ability to influence and persuade is one of the most essentials of all management skills!

13. Tips for negotiation! Know your ‘friends’
Try to remain calm & pleasant at all times
Choose a neutral, friendly environment
Make sure you know what you can/can’t live without
Slow things down if confrontation arises
Don’t be forced into a decision – accept only acceptable alternatives

14. How to negotiate? Good site with tactics