Determine Compliance with Non-Project Limit
As the Proposal Build Process is initiated for an Enhancement Request that requires a charge to the
customer, the Service Delivery Team must first determine if the cost of providing the service necessary to fulfill the
request will be over the non-project limit. If it will, then the proposal must be added to the Project Portfolio
Whether or not the cost is over the non-project limit, the proposal is to be developed by the Service Delivery Team to
be forwarded to the Customer Account Representative for consolidation.
Consolidate, Publish, and Recieve Proposal Feedback
As the Service Delivery Team sends proposals, the Customer Account Representative should consolidate all
proposals needing to be consolidated, and then publish the proposals internally. This should allow critical areas to
provide feedback on the proposal and bring to attention any necessity to modify proposals to make them better describe
services to be provided in the fulfillment of requests.
Should modifications to the proposal be required, the proposal should be sent back to the Service Delivery Team with
attached modifications by the Customer Account Representative in order to re-develop the proposal. If modifications to
the proposal are not required, however, the proposal should be sent back to the Service Delivery team to calculate the
Calculate Proposal Costs
Upon receipt of the reviewed proposal from the Customer Account Representative, the Service Delivery
Team should determine if new part numbers are required, and denote the need for the part numbers in the proposal.
After determining if new part numbers are required, the proposal costs should be calculated, and the proposal should be
once again returned to the Customer Account Representative to submit the proposal to the customer.
Submit Proposal to Customer
When the proposal, updated with proposal costs, has been received by the Customer Account Representative
from the Service Delivery Team, the Customer Account Representative should update the CRM Case for the request and
submit the proposal to the customer.
NOTE: The updated proposal with costs should NOT be submitted to the customer UNTIL a signed
Purchase Order has been received.
Accept or Reject Proposal
Upon receiving the proposal from the Customer Account Representative, the customer should review the
proposal and accept or reject it. If the proposal is accepted, the customer should sign and return the proposal and
issue the Purchase Order or Change Order to the Service Level Agreement.
After accepting or rejecting the proposal, the customer should notify the ISD of their decision to allow the Customer
Account Representative to update the request case.