1. Welcome to the Contract Lifecycle Management (CLM) module To move from one screen to the next please click the Next button on the bottom of the page or follow the instructions To Exit the course at any time press Esc Next

2. Contract Lifecycle Management (CLM) is a best practice way of working, both internally and customer facing, helping to achieve profitable contractual relationships and customer loyalty What is Contract Lifecycle Management? There are three key reasons as to why CLM is important Best practice Profitable contractual relationships Customer loyalty Tender Award OJEU Tender Bid Life Cycle Tender & Contract Management CLM covers the period from when the contract is awarded up to the end of the contract Next

3. Three key areas for CLM The contract lifecycle is managed by the Key Account Management Team Sales Customer Service Nursing Understanding customers Managing customers Demonstrating Value (Why Nutricia?) Next CLM covers three key areas of our relationship with our customers

4. There are a number of tools that have been developed to deliver the objectives of CLM these are: Key Contract Lifecycle Management tools (CLM) Tender Award OJEU Tender Bid Life Cycle Contract Management Click on each shape for more details Contract Activity Planner Implementation Process Key Performance Indicators Contract Level Agreement Contract Planning Forum Customer Experience

5. Implementation Process All implementations have a: –Dedicated project manager –Guide on the CATE site –Controlled four stage process 4 Review & Audit 3 Transfer & Training 2 Transfer Preparation 1 Planning First impressions are lasting impressions OBJECTIVE: Delighting the customers in the 1st 100 days of their new contract The process has been designed to ensure a smooth and seamless transfer for a new contract win from their previous supplier to Nutricia. Experience and best practice have been used from previous transfers to develop the process. Next

6. Contract Activity Planner (CAP) CAP is an Activity calendar to capture key contractual milestones Which Assigns responsibility to relevant individuals for timely delivery of contractual obligations It uses Automatic email reminders ensuring we dont miss anything Using CAP will ensure Proactive forward planning Control of the pace and quality of delivery Measurement and monitoring of commitment and performance OBJECTIVE: The right people doing the right things at the right time Next

7. Key Performance Indicators (KPI) EvidenceAccountability Provide evidence of contract performance, over time Supports customers who need to demonstrate the value of being partners with Nutricia With transparency and visibility of performance, comes accountability for both parties The KPI reports are designed to provide the customers with There are six different measures that are covered by the KPIs, they are: 1.% pumps in service date hospital 2.% pumps in service date Homeward patients 3.Complaints 4.Delivery service hospital 5.Delivery service Homeward patients 6.1 st deliveries Next Summary Report Detail OBJECTIVE: Giving customers confidence

8. Contract Level Agreement (CLA) Obligations Summary of tender specification Local agreements Financials Service Level Agreements Status Key performance indicators Management information Usage summary OBJECTIVE: To maximise contract value The contract level agreement is a document that is provided to all contracts that shows the following This is to create a long term PARTNERSHIP to meet the customers changing needs, and gives a tool that will enable negotiation and implementation of any changes that are required to ensure the value of the contract is maximised, and a WIN-WIN outcome is achieved Next

9. Stage 2 Stage 1 Contract Planning Forum (CPF) Tender Completion Phase 1 18 months before tender Phase 2 12 months before tender HOW Pocket meetings Validation of information Action plan on CATE Status report 6 months before tender HOW Formal meeting Validation of plan Action plan The Contract Planning Forum (CPF) is designed to ensure that we know our customer, and are able to create informed tender proposals Horizon scanning OBJECTIVE: To ensure we are prepared for any tender with the correct proposal The CPF takes place over two stages during the life of a contract Aim Identify Decision Making Unit Aim Establish hierarchy of needs Aim Validate trial offer with profit and loss Next

10. Customer Experience Patient Satisfaction Surveys Customer Satisfaction Surveys Audit of Accounts A rolling measure of Nutricia Homeward patients perception of the service they have received A six monthly measure of customers satisfaction with the performance of the contract A monthly view of the KAM teams understanding of customers satisfaction with contract performance OBJECTIVE: Identify risks before they become issues Our Internal View Our Patients View Our Customers View There are three different parts of customer experience that are measured Next

11. There are a number of tools that have been developed to deliver the objectives of CLM these are: Key Contract Lifecycle Management tools (CLM) Tender Award OJEU Tender Bid Life Cycle Contract Management Click on each shape for more details Contract Activity Planner Implementation Process Key Performance Indicators Contract Level Agreement Contract Planning Forum Customer Experience Next

12. CLM tool summary ToolWhat it isWhy it is important Implementation process A process to support the implementation of new contracts To ensure the 1 st 100 days of a contract delight the customer Contract Activity Planner (CAP) A planning tool to schedule contract activity with dedicated owners To ensure we consistently deliver the basic contractual obligations Key Performance Indicators (KPI) A suite of measurement criteria to provide evidence of service provision Aligning to NHS needs, helping customers to qualify spend, i.e. value for money Contract Level Agreement (CLA) A two-way partnership agreement summarising commercial offering To provide visibility of Nutricia & customer commitments, support commercial negotiations & track progress Customer Experience Complete view (customer, patient, & internal satisfaction) To identify & manage risks, avoiding potential issues Contract Planning Forum (CPF) Formal process of reviewing customer needs to support tender activity Insight supports tender outcome and a pro-active horizon scanning approach Next Contract lifecycle management (CLM) is a best practice way of working, both internally and customer facing, helping to achieve profitable contractual relationships and customer loyalty There are a number of tools that have been developed to deliver the objectives of CLM:

13. Other modules available Introduction to the Contract Development Team The tender process Customer facing activities (Customer experience days & product evaluation days) Training and implementation Esc to close