Alpha Case Study - Contract Administration Sample
- 1. March, 16th , 2016 2016W –EPM 2102 Monitoring and Controlling Project Resources Contract Administration System Professor: Bob Xourafas Submitted by: Agatha Maia Duarte de Assis, C0667288
- 2. 2 Summary 1. Contract Summary and Background of the Scope of Work .................................................. 3 2. Contract Identification .......................................................................................................... 3 3. Contract Transition Planning................................................................................................. 4 3.1 Contract Communication Protocol: .............................................................................. 5 3.2 Contract Change Control Process:................................................................................. 6 3.3 Contract Claims System:................................................................................................ 6 4. Contract deliverables and Performance Risk Areas.............................................................. 6 5. Key Performance Metrics...................................................................................................... 7 5.1 Inspection and Acceptance Process:............................................................................. 8
- 3. 3 1. Contract Summary and Background of the Scope of Work A partnership between Java Beans Coffee Company (JBC) and of North America Company (BoNA) to launch a new co-branded loyalty credit card in order to expand customer base and improve client loyalty. The following procurement items have been determined to be essential for project completion and success. The following list of items, justification, and timeline are pending PMO review for submission to the contracts and purchasing department: Item Scope Justification Card The contractor is going to deliver card according to specification content in the contract. BoNa is going to print personal information and mail it. Every deliverable related to the card will be outsourced since our company does not manufacture cards and any features related to the card such as security encryption and the plastic card. Call Center The call center department is going to be outsourced. The contractor is going to deal with the call and claims according to BoNa script. The call center will be outsourced to a call center specialized company which are already prepared to do this services, and with this we can save some time on training people. Marketing Campaign The contractor must develop the Marketing campaign according to the needs of the company and product. Our Marketing department will develop the marketing campaign but we will outsource some services such as TV commercials, outdoors, printing and distribution of flyers. 2. Contract Identification Deliverable Contractor identification Period of Performance Contract Value Contact Card Print Well 2016001001 From September/2016 Renew automatically according to contract. $12.00 unit Mary Gardner marygardner@printwell.ca Call Center EF Call 2016002002 From August/2016 Renew automatically according to contract $ 20.00 hour Harrisson Smith hsmith@efcall.com Marketing Horse Ltda 2016003003 From fev/2016 to Sept/2016 CA$ 100,000.00 Mathew Rice mathewr@horsemarketing.ca
- 4. 4 The contract cited must be signed by the BoNa member below. Also special demands for the Card and Marketing campaign and Call Center are going to be authorazed by the members cited below and they have to go through the integrated change control system. The update of the contract must be delivered as an appendice of the contract and must be signed by both parties. BoNa members: Member Needs Deliverable Requirements Sam Snead Ensure the credit card design meets/exceeds the bank’s quality standards. Card and Marketing Providing milestone for designing project and control schedule; Joseph Underwood Ensure the call Center is going to be ready for absorbing the new demand. Call Center Validate the new script and testing the changes through test/cases scenarios. Updating new process and procedures documentation for the back office. Contact: Sam Snead – samsnead@bona.ca Joseph Underwood – josephunderwood@bona.ca After the parties sign the contract an official Work Authorization must be delivered to the contractor authoraring the work to start. The Work Authorization must follow the Work Athotization System. 3. Contract Transition Planning All items and services to be procured for this project will be solicited an analysis for each case. The project team will work with the contracts and purchasing department to define the item types, quantities, services and required delivery dates. The contracts and purchasing department will then solicit bids from various vendors in order to procure the items within the required time frame and at a reasonable cost under the price contract once the vendor is selected.
- 5. 5 Item to be outsourced Type of contract Justification Payment Card Fixed Price We will pay for the certain amount of cards services and cards manufactured Through the receipt send it by e- mail every the 10th day of each month, the payment it will be done in 20 days to the service provider. Call Center Fixed Price We will pay for the pre determinate hours of call center services. Through the receipt send it by e- mail every the 10th day of each month, the payment it will be done in 20 days to the service provider Marketing Fixed Cost Plus Incentive We will pay a fixed price for the marketing services and if the service provider could get a cheaper cost for his services we will give them the extra budget. 3.1 Contract Communication Protocol: Type of Commun. Deliverable Channel Responsible Frequency Formal Card Status Report Mary Gardner Monthly according to the contract. Call Center Status Report Harrisson Smith Monthly according to the contract. Marketing Campaign Meeting and presentation Mathew Rice According to the contract. Informal Card Email Phone Call A member from BoNa is going to be assigned to answer phones and email. As much as necessary during work time. *BoNa has 24h to reply any call or email. Call Center Marketing Campaign
- 6. 6 3.2 Contract Change Control Process: Any change even a constructive change that implies in change in the contract baseline must be analysed by the responsible for the contracts and once approved must go through the Integrated Change Control System. The changes during the lifecycle of contract must follow the instructions bellow: 1. The changes identified must be discussed by parties at the time the change shows necessary; 2. Once the impact of the changes were analysed by the parties the responsible must decide weather it goes or not go; 3. If it goes the change must be delivered to the Change Board; 4. If it not go lessons learned must be taken for next projects; 5. Once the Change Board approve the change a Appendice to the contract must be signed including the new conditions; 6. If not approved by the CCB the request must be documented;; 3.3 Contract Claims System: All the changes contested and claims must be delivered to the responsible person assigned in the contract. The claims have no power to stop the contract once both parties are following the duties. While the parties deal with the claim the activities negotiated in contract must continue. The claims that cannot be solved friendly must be decide by arbitration. The arbitration must be selected according to the party interested when it makes necessary. 4. Contract deliverables and Performance Risk Areas The following table it will describes the procurement schedule, when the deliverables should be completed. Item Needed By Notes Card Feb 24, 2016 The service provider will continue manufacturing the cards until the end of the partnership with the coffee shop, this schedule it is for when we need everything completed. Call Center Mar 21,2016 The call center will continue providing the service, this date it is for the go live of the call center system. Marketing May 26,2016 The marketing campaign will keep going until the end of the partnership with the coffee shop and the bank. The Risks below were identified by the Project Management Team, Stakeholders and Functional Managers involved in the Project. They based on expert judgement; portfolio, interviews, OPA’s the Scope Statement and Inspection of the requirements. A project team member is assigned to take responsibility for each risk response. This process ensures that each risk requiring a response has an owner monitoring the
- 7. 7 responses, although the owner may delegate implementation of a response to someone else. Deliverable Risk Owner Notes Card Error to read the card in the coffee shop machines. VIP of Marketing and Quality Support Provide extra tests on the spot Card Bad quality of material resulting in replacement. VIP of Marketing and Quality Support Spend time checking material (use check list) Call Center New employees showing Insufficient communication skills VIP of Call Centre Improve training and check content Call Center New employees with no enough experience might slow down the Call Centre Process VIP of Call Centre Spend time checking references Call Center Lack of knowledge about the OPA, Policies and Law. VIP of Call Centre and Lawyer Improve training and check content Marketing No efficient Communication Vehicle chosen resulting in low sales. VIP of Marketing Reach a higher number of media 5. Key Performance Metrics The purpose of the contract must follow ours quality policy and quality assurance on the following table: Activity Deliverable Relationship Assurance Parameter Owner Quality Product Credit Card External **ISO/IEC(International Electro-technical Commission) 7810 VP Marketing – Sam Snead Quality Process Credit Card External Code of Conduct for the Credit Card Industry of Canada, according to financial Consumer Agency of Canada. VP Marketing – Sam Snead Quality Process Call Center External Personal Information Protection and Electronic Documents Acts – PIPEDA (Federal Legislation) VP Call Center – Joseph Underwood **The characteristics specified included in ISO/IEC 7810 are
- 8. 8 • Physical dimensions. • Resistance to bending, flame, chemicals, temperature and humidity. • Toxicity. • All bank cards should have thickness of 0.76mm. 53.98mm (or) 2.215in The following individuals are authorized to approve purchases for the project team: Name Role Titans Project Manager Sally Evert Supervisor Bob Smith Sponsor Sam Snead VP of Marketing Department 5.1 Inspection and Acceptance Process: The parameters below are expected for the deliverables of the contract: ID Metric Acceptable mean value Upper control limit Lower control limit Inspection Card Core material waste 7% 9% 5% Once a month around 10% of issued cards will be tested. Call Center Time from material ordered 35min 40min 32min Beyond the reports, 25% of calls will be evaluated. Marketing Campaign The elements from the Marketing campaign must follow the guidelines content in the Marketing Guideline document. 553.98mm (or) 2.215in 85.60mm(or).370in