contract management as a customer service discipline donald e. shannon, pmp, cpcm...
TRANSCRIPT
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.
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
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?
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
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.
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?
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?
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
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
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
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
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?
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.
The Contract CoachAlbuquerque, NM 87120(505) 259-8485http://www.contract-coach.com