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– Setting the price– Tendering

Client management– Managing client expectations– Negotiation

Project completion & handover

Contract management - process

Evaluate bids

Requirementsanalysis

Requirementsanalysis

Evaluation PlanEvaluation Plan

Invitation to tenderInvitation to tender

Evaluate bids

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

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?– 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 EarlyConnect 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