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