Task: Proposal Build Process
Proposal Build Process
Disciplines: Request Fullfillment

Purpose

To allow confirmation of customer agreement with charges incurred from request fulfillment.

Relationships

RolesPrimary Performer: Additional Performers:

Main Description

As customers request services from OMES outside of routine services provided by their existing Service Level Agreements, potential charges that may be incurred from providing these services must be pre-approved and agreed upon before work can begin on fulfilling requests. Proposals built should outline all information associated with any charges required, and services to be provided, and any conditions to be met by either the customer or the service provider.

Steps

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 Manager.

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 Proposal Costs.

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.

Key Considerations

Whether or not the customer needs to be charged for services performed in the fulfillment of a request

Alternatives

If charges are not necessary of the customer during the fulfillment of a request, a proposal is not necessary