Client Management Production Process
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
Lecture content Contract management Client management Setting the price Tendering Client management Managing client expectations Negotiation Project completion & handover
Contract management - process
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
Contract Management -Tendering Open tender Restricted tendering Negotiated procedure
Contract management -Setting the price Fixed price Time & material Price per unit e.g. staged payments for delivery
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
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!
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
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)
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!
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
How to negotiate? Good site with tactics http://www.top-education.com/Management/negotiationnegotiators.asp