Автор: Беляйцева К.А.
Название: Developing accounting procedures of interaction with the customer at
the stage of project initiation
Work on the project begins from the date of receipt of the application
from the customer. The application can do by phone, e-mail or other means of
communication.
As part of the project initiation phase, meetings take place with the
client, discussion of functional requirements, preparation of commercial
offers, contract negotiation, and so on. D.
The purpose of the Head of Commercial Services (Commercial Director) in
the field of project management is to coordinate the work of commercial service
to ensure a continuous flow of incoming orders.
Usually, the interaction with the customer takes place in several
stages.
1. Planning work with the client at the stage of initiation
2. Evaluation of the project cost
3. Formation of the offer
4. Presentation of the offer
5. Conclusion of Contract
6. Completion of the project initiation stage
7. "Doprodazhi"
Stages of commercial services were decomposed, ordered and described.
The first stage - gathering information about the client. At this stage,
Customer Manager collects information about the client. In general, customers
are interested in the creation of mobile applications have their own website
and account manager with clients using the client's website, analyzing the
structure of the site.
The second stage - the first communication. Once analyzed the
information about the client, which is in the public domain, Manager Customer
sends the client a letter with a proposal to create a mobile application for
the client company. Following the letter of the call is to the client to
confirm receipt of the letter.
The third stage ¬- requirements gathering. After we receive a letter in
reply, that the client is interested in the development of mobile applications,
the client is sent to the customer application form (Appendix 1).
The fourth stage - the assessment. Upon receipt of a completed customer
profiles, account manager prepares a draft assessment customers (Annex 2),
which takes into account all the client's preferences. The rating is
coordinated with the sales manager.
The fifth stage - the formation of the offer. On the basis of the
assessment carried out in the fourth step, Customer Manager creates an offer
(Appendix 3), which is also coordinated with the sales manager, and the manager
of commercial service portfolio creates splan70 budget.
Sixth stage - the presentation of the offer. After agreeing quotation,
the commercial director presents it in a personal meeting with a client, or
sending e-mail offer.
Seventh stage - approval of the contract. After a presentation to offer
the customer, Customer Manager, along with a lawyer creates the contract, which
spelled out the timing of the development funds that the customer agrees to pay
for the design, as well as the obligations of both parties.
Eighth stage - the signing of the contract. Commercial Director signs
the contract with the client at the meeting, or the contract is sent by
courier, and thus the contract signed by both parties, and the administrator of
commercial service portfolio creates splan100 budget.
Automate accounting implementation of the eight stages - it means to
limit the time spent on fixing tasks. This goal is reached in section 3.2 of
final qualifying work of the bachelor.
project template has been prepared for the initiation stage of fixing
milestones with the customer, create a guide, fill and maintain the template,
as well as a description of all routine tasks.
Each stage has its own milestones, the achievement of which can be
followed by fixing performance milestones.
In order that the work of commercial service, in particular, the
administrator of commercial service, carried out without spending extra time on
scheduling and recording of their performance, it was automated procedure
account for the interaction with the customer at the initiation stage of the
project.
The procedure for registration of interaction with the customer at the
initiation stage of the project is a separate project, whose name is
"<Familiya_menedzhera> <year>". This project contains
summary tasks "<Month name>" within each summary task
"<Month name>" contains summary tasks "<client initially>",
and each summary task "<client initially>" contains a summary
tasks related names milestones "<Etap_N>".
The sequence of actions of commercial officers to create and populate
the project "<Familiya_menedzhera> <year>":
1. Planning work with the client at the stage of initiation
Tasks Customer service administrator plans in a project called
"<Familiya_menedzhera> <year>". For this:
- Select the summary task "<Current Month>" in the
project "<Familiya_menedzhera> <year>";
- Open the project "Template total" <client initially>
"problem;
- Copy of his unit works on the client in the project;
- Add tasks;
- Set the date for the start and end date of each task, labor;
- Assign tasks to available resources;
In the first phase of dialogue with the client initiator fills out a
questionnaire (№2 annex).
The tasks
Manager to work with clients, completing the task, inform the
administrator of the service and the service administrator enters the result in
the schedule. To do this:
- Open the project "<Familiya_menedzhera> <year>";
- To record the actual start date and end date of the task, the duration
of the task, the percentage of the "100%" problem.
If after the task, there is a new (re-encounter with the client, the
client call, etc.) administrator service it is necessary to add to the
schedule.
2. Evaluation of the project cost
- A staff member assigned to the task of sending the project to assess;
- Form an estimate, an employee assigned to the task, the results of the
employee directs, assign tasks;
3. Formation of the offer
- Commercial Service Officer, received the draft assessment forms offer
- After receiving an offer, Customer Manager fills in the project
"<Familiya_menedzhera> <year>" field "<Offer is
designed>";
4. Presentation of the offer
- The initiator sends the potential customer offer, which is stored in the
archive documents;
- If you want to make changes in the budget and offer the initiator
assigns the corresponding tasks to employees in the project file
"<Familiya_menedzhera> <Year>," and sets the timing of
these tasks.
5. Conclusion of Contract
- Initiator negotiates an agreement with the client;
- A commercial service administrator enters version "cplan 70"
in FINEL, which indicates the budget for the project, according to the
contract;
- Fills in the project "<Familiya_menedzhera>
<year>" field "<Refinement contract>"
- After signing the contract, the initiator of the project fills the
"<The agreement was signed>" field
- A commercial service administrator enters version "SPLAN
100" in FINEL, which indicates the budget for the project, according to
the contract.
6. Completion of the project initiation stage
If the agreement is concluded:
- Project Management Director appoints the manager and administrator of
the project from project management services;
- Administrator commercial service portfolio creates the project
"<client>", provides access to a site designated by the project
manager and the project manager; of the project
"<Familiya_menedzhera> <year>" copies the unit works on
the client and saves as a new file "<Customer> .mpp". The file
"<Customer> .mpp" adds to the "<client>"
Project site.
- Initiation phase is completed.
In case of cancellation the client:
- Manager to work with clients in the field "in the work" sets
a flag in the "No";
- In the field "Notes" feature gives customers, working with
them, the cause of failure.
- Initiation phase is completed.
7. "Doprodazhi"
If the project manager receives a request from a client to develop a new
product or upgrading of existing, he must redirect the customer to the manager
to work with clients who interacted with him during the pre-project phase. The
project manager can initiate a new project in consultation with the manager to
work with clients or business manager.
The initiator of the new project operates under paragraphs 1 - 6 of this
manual.
During the analysis of commercial service action sequence at the
initiation of the project, milestones of commercial services have been
decomposed and are described, and already on the basis of the decomposition
procedure has been developed taking into account the interaction with the
customer at the stage of initiation of the project to automate customer
interactions.