© 2002 IBM Corporation IBM Self Checkout Wednesday, December 10, 2003 | IBM Self Checkout Project / Account Management Account Team Roles & Responsibilities

© 2002 IBM Corporation

IBM Self Checkout

Wednesday, December 10, 2003 | IBM Self Checkout Project / Account Management

Account Team Roles & Responsibilities

Project / Account Management


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Project ManagerManages a project that has a beginning and end date. Delivers project on time within budget. Assures that product is developed to client’s product expectations and manages product’s technical stability.

Manages projects …


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Account ManagerManages product’s ROI / Customer Support Tool Criteria to client’s expectations. Takes client to rollout and continues to sell new features. Manages the life of the program. Maintains and supports client/company relationship. Manages all chargeable expenses and matters of money.

Manages life of an account …

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Wednesday, December 10, 2003 | IBM Self Checkout Project / Account Management © 2003 IBM Corporation4

Account Timeline

PHASE I PHASE II PHASE III PHASE IV PHASE V

Days 0 18090 Rollout

PHASE I – Pre-selling Stage

PHASE II – Product Integration

PHASE III – Physical Installation

PHASE IV – Pilot Review

PHASE V – Rollout

60

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PHASE I – Pre-selling Stage

PHASE I PHASE III PHASE IV PHASE V

Days 0 18090 Rollout60

PHASE II

PROJECT MANAGER Assists Sales/Account Teams on Client Calls to

Discuss Technical Aspects of Projects Discusses Resource Needs and Sets Client

Expectations Assists with Qualifying Customer

ACCOUNT MANAGER Assists Sales Team with LOA/Confidentiality

Agreement Handles Acquisition of P.O.’s and Order

Acknowledgement Process Gathers Client’s Initial Expectations Prior to Kickoff Coordinates a Date for the Kickoff Meeting

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PHASE II – Product Integration



PROJECT MANAGERConducts Client Kickoff MeetingConducts Site Visit at Pilot Store (preferably in conjunction with Client Kickoff Meeting)Develops Project Plan with Executive Team by Aligning Internal Resources to Customer Expectations (Dates are Communicated to Client)Conducts Internal Kickoff MeetingGathers Client Expectations During Development Develops CIR Document and Gap AnalysisWorks to Project Plan with Internal Team and Client POCConducts Routine Project Meetings with Internal and/or External StakeholdersPrepares Client for Lab and Pilot Physical Installations – ChecklistsPrepares Installation Teams for Physical InstallationsStarts Incident Tracking for Bugs/Enhancement RequestsProduces Weekly Status Reports

ACCOUNT MANAGERHandles All Billings and CollectionsGathers Customer Service Tool / ROI CriteriaParticipates in Site Visit at Pilot StoreAssists with Completion of Cabinetry Order GuideParticipates in Routine Project Meetings with Internal and/or External StakeholdersDiscusses Merchandising Options / Promotional Materials and Development of Sign KitsPromotes/Suggests the Plan to Prepare for Shopper Survey (Customer Service Questionnaire).Submits Pricing to Customer for Product and ServicesAligns Customer Support Expectations with Internal Resources (Help Desk / FE Hours of Operation and Response Times) Understands Customer Expectations for service (Service Level Agreement

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PHASE III – Physical Installation



PROJECT MANAGER Travels to Physical Installations to Pull All Elements

Together Assures Product Technical Stability Facilitates Corporate Training Event at Lab and

Store Training Event at the Pilot Store Attends Incident Tracking Review Meetings --

Discusses SW Incident Resolution Timeframes with Engineering

Produces Weekly Status Reports

ACCOUNT MANAGER Travels to Physical Installations to Assist with

System Support to Installation Team and Project Manager

Handles Acquisition of P.O.’s and Order Acknowledgement Process

Handles All Billings and Collections

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PHASE IV – Pilot Review



PROJECT MANAGER Attends Incident Tracking Review Meetings --

Discusses SW/HW Incident Resolution/Release Timeframes with Engineering

Produces Weekly Status Reports Works with escalators to trend incidents

ACCOUNT MANAGER Analyzes Pilot Data Performance and Provides

Internal and External Reports Attends Pilot Performance Review Meetings with

Executive Staff Visits Pilot Sites to Attain Customer Satisfaction

Levels and Show Company Support Handles Acquisition of P.O.’s and Order

Acknowledgement Process Handles All Billings and Collections Negotiates Service Level Agreement between PSI

and Customer

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PHASE V - Rollout



PROJECT MANAGERManages Product Enhancement Projects to Marketing-Defined PRD’s (Dynamic Messaging, EBT, New Hardware, etc.)Creates SOW for projectsProduces Status Reports (less frequently).

ACCOUNT MANAGERManages Installation Schedule with External and Internal Stakeholders for Rollout OrdersManages Customer Furnished Equipment (CFE) NeedsManages Site Configuration Needs (SW versions, such as Lane, BOSS, TSA)Works with Internal Teams to Keep Documentation CurrentWorks with Product Support Group to Maintain System’s Technical Performance (SW Upgrades, Help Desk Calls, and Field Support Issues Per Maintenance Agreement)Conducts Periodic Status Meetings with the Client (and Internal Resources, if needed) on a Periodic BasisProduces Weekly Status ReportsHandles Acquisition of P.O.’s and Order Acknowledgement ProcessHandles All Billings and CollectionsSubmits Pricing to Client for Product and ServicesSells New Features and Keeps the Product Sold

Documents

© 2002 IBM Corporation IBM Self Checkout Wednesday, December 10, 2003 | IBM Self Checkout Project / Account Management Account Team Roles & Responsibilities