Welcome to the Contract Lifecycle Management (CLM) module To move from one screen to the next please click the “Next” button on the bottom of the page or follow the instructions To Exit the course at any time press Esc Next
Dec 11, 2015
Welcome to the Contract Lifecycle Management (CLM) module
To move from one screen to the next please click the “Next” button on the bottom of the page or follow the
instructions
To Exit the course at any time press Esc
Next
Contract Lifecycle Management (CLM) is a best practice way of working, both internally and customer facing, helping to achieve profitable contractual relationships and customer loyalty
What is Contract Lifecycle Management?
There are three key reasons as to why CLM is important
• Best practice
• Profitable contractual relationships
• Customer loyalty
Tender AwardOJEU
Tender Bid
Life Cycle
Tender &Contract
ManagementCLM covers the period from when the contract is awarded up to the end of the contract
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Three key areas for CLM
The contract lifecycle is managed by the Key Account Management Team
Sales
Customer Service
Nursing
Understanding customers
Managing customers
Demonstrating Value(Why
Nutricia?)
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CLM covers three key areas of our relationship with our customers
There are a number of tools that have been developed to deliver the objectives of CLM these are:
Key Contract Lifecycle Management tools (CLM)
Tender AwardOJEU
Tender Bid
Life Cycle
ContractManagement
Click on each shape for more details
Contract ActivityPlanner
ImplementationProcess
Key PerformanceIndicators
Contract LevelAgreement
Contract Planning Forum
Customer Experience
Implementation Process
All implementations have a:– Dedicated project manager– Guide on the CATE site– Controlled four stage process
4Review & Audit
3Transfer
& Training
2Transfer
Preparation
1Planning
First impressions are lasting impressionsFirst impressions are lasting impressions
OBJECTIVE: Delighting the customers in the 1st 100 days of their new contractOBJECTIVE: Delighting the customers in the 1st 100 days of their new contract
The process has been designed to ensure a smooth and seamless transfer for a new contract win from their previous supplier to Nutricia. Experience and best practice have been used from previous transfers to develop the process.
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Contract Activity Planner (CAP)
CAP is an
Activity calendar to capture key contractual milestones
WhichAssigns responsibility to relevant individuals for timely delivery of contractual
obligations
It usesAutomatic email reminders ensuring we don’t miss anything
Using CAP will ensureProactive forward planning
Control of the pace and quality of delivery
Measurement and monitoring of commitment and performance
OBJECTIVE: The right people doing the right things at the right timeOBJECTIVE: The right people doing the right things at the right time
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Key Performance Indicators (KPI)
Evidence Accountability
Provide evidence of contract performance, over time
Supports customers who need to demonstrate the value of being partners with Nutricia
With transparency and visibility of performance, comes accountability for
both parties
The KPI reports are designed to provide the customers with
There are six different measures that are covered by the KPIs, they are:
1. % pumps in service date hospital
2. % pumps in service date Homeward patients
3. Complaints
4. Delivery service hospital
5. Delivery service Homeward patients
6. 1st deliveries
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Summary Report
Detail
OBJECTIVE: Giving customers confidenceOBJECTIVE: Giving customers confidence
Contract Level Agreement (CLA)
Obligations
• Summary of tender specification• Local agreements• Financials• Service Level Agreements
Status
• Key performance indicators• Management information• Usage summary
OBJECTIVE: To maximise contract valueOBJECTIVE: To maximise contract value
The contract level agreement is a document that is provided to all contracts that shows the following
This is to create a long term PARTNERSHIP to meet the customers’ changing needs, and gives a tool that will enable negotiation and implementation of any changes that are required to ensure the value of the contract is maximised, and a WIN-WIN outcome is achieved
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Stage 2Stage 2Stage 1Stage 1
Contract Planning Forum (CPF)
Tender
Completion
Tender
Completion
Phase 1
18 months before tender
Phase 1
18 months before tender
Phase 2
12 months before tender
Phase 2
12 months before tender
HOWPocket meetings
Validation of information Action plan on CATE
Status report
6 months before tender
6 months before tender
HOWFormal meeting Validation of plan
Action plan
The Contract Planning Forum (CPF) is designed to ensure that we know our customer, and are able to create informed tender proposals
Horizon Horizon scanningscanning
OBJECTIVE: To ensure we are prepared for any tender with the correct proposal
OBJECTIVE: To ensure we are prepared for any tender with the correct proposal
The CPF takes place over two stages during the life of a contract
AimIdentify Decision
Making Unit
AimEstablish hierarchy of needs
AimValidate trial
offer with profit and loss
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Customer Experience
Patient Satisfaction
Surveys
Customer Satisfaction
Surveys
Audit of Accounts
A rolling measure of Nutricia Homeward patients
perception of the service they have received
A six monthly measure of customers satisfaction with
the performance of the contract
A monthly view of the KAM teams understanding of
customers satisfaction with contract performance
OBJECTIVE: Identify risks before they become issuesOBJECTIVE: Identify risks before they become issues
Our Internal
View
Our Patients
View
OurCustomers
View
There are three different parts of customer experience that are measured
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There are a number of tools that have been developed to deliver the objectives of CLM these are:
Key Contract Lifecycle Management tools (CLM)
Tender AwardOJEU
Tender Bid
Life Cycle
ContractManagement
Click on each shape for more details
Contract ActivityPlanner
ImplementationProcess
Key PerformanceIndicators
Contract LevelAgreement
Contract Planning Forum
Customer Experience
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CLM tool summary
Tool What it is Why it is important
Implementation process
A process to support the implementation of new contracts
To ensure the 1st 100 days of a contract delight the customer
Contract Activity Planner (CAP)
A planning tool to schedule contract activity with dedicated owners
To ensure we consistently deliver the basic contractual obligations
Key Performance Indicators (KPI)
A suite of measurement criteria to provide evidence of service provision
Aligning to NHS needs, helping customers to qualify spend, i.e. value for money
Contract Level Agreement (CLA)
A two-way partnership agreement summarising commercial offering
To provide visibility of Nutricia & customer commitments, support commercial negotiations & track progress
Customer Experience
Complete view (customer, patient, & internal satisfaction)
To identify & manage risks, avoiding potential issues
Contract Planning Forum (CPF)
Formal process of reviewing customer needs to support tender activity
Insight supports tender outcome and a pro-active horizon scanning approach
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Contract lifecycle management (CLM) is a best practice way of working, both internally and customer facing, helping to achieve profitable contractual relationships and customer loyalty
There are a number of tools that have been developed to deliver the objectives of CLM: