Download How CSC implements best CCM practice - Dansk Forum for IT-ret

Contract & Commercial
Management - the seller side
Christian Sandbeck
20nd October 2009
Agenda
•
Short introduction to CSC
•
Contract & Commercial Management (“CCM”) A core function in CSC
•
What defines best CCM practice?
•
How CSC implements best CCM practice
•
Good and bad experiences with CCM
Short introduction to CSC
90.000
Employees worldwide introduced via outsourcing
92
Countries where CSC does business
3.346
Employees in Nordics
2.266
Employees in Denmark
5.200
bank-, finance og insurance companies use
programs from CSC
100 %
of CSC datacenters are ISO-compliant
Contract & Commercial Management - A Core
Function in CSC
• Contract & Commercial Management (“CCM”):
–
Is a global organisation in its own right
–
Reports into the Corporate General Counsel
–
Regional leads reports into VP for CCM International business
–
Total of 425 Contracts professionals
–
Mandated by the Corporate CEO
–
Contracts that are complex and substantial in size have dedicated CCM
support
–
Close co-operation with IACCM
Contract & Commercial Management - A Core
Function in CSC
Commercial Management
Value
add
Contract Management
Contract Administration
Contract & Commercial Management - A Core
Function in CSC
Commercial Management
Trusted Advisor
Value
add
Contract Management
Contract Administration
What defines best CCM practice?
“Contracting
is less about words,
and more about process” (but what is ‘the process?’
“Complete Visibility into those processes, and
precise performance metrics are necessary
conditions for managing contracting processes and
contracted relationships”
Source: IACCM, Tim Cummins,
What defines best CCM practice?
• Research studies have furthermore indicated that best practice is defined
by well defined processes for:
– Effective relationship
– Transition
– Change Management
– Performance management
– Requirement definitions
Source: IACCM, Tim Cummins,
How CSC implements best CCM practice
• CSC has implemented best CCM practice (visible processes) by the use
of :
– Governance structure,
– Common process, systems and tools
– Knowledge sharing/Communication
Which incorporates best practice as set on the previous pages…
How CSC implements best CCM practice Governance structure/Effective Relationship
Legal function
CCM
Account/
Finance
Service Delivery
How CSC implements best CCM practice Governance structure/Effective Relationship
– Well-defined career paths
• To ensure that the highest level of professionalism is maintained, CSC has together with
IACCM defined career paths
Vice President & General Counsel
Vice President
EMEA Contract & Commercial Management
Commercial Region Directors
Commercial Account Directors
Senior Commercial Managers
Commercial Managers
Contract Specialists
(plus junior Contract Specialists)
How CSC implements best CCM practice
Common process, systems and tools
• CCM Contract handbook ensures that the foundation for contract management is
established during the transition phase:
– Contracts Administration Responsibilities
– Contract Deliverables
– Contracts Governance
– Contract Interpretations & Issues
– Escalated Issues & Disputes
– Projects
– Contract Modifications
– Commercial Contracts Management Databases
– Risk Authorizations and Authorizations to Proceed
How CSC implements best CCM practice
Common process, systems and tools
• Contract deliverables focuses on performance measurement and requirement
definitions
• Contract Compliance Matrix database ensures that the contractual baseline is
established during the transition phase.
– Automation of CSC and client obligations
– The contract is broken down into:
•
CSC Obligations
•
Customer obligation
•
Billable items
•
Important contract information (e.g. Order of precedence)
•
Risk items (from the negotiation phase)
How CSC implements best CCM practice
Common process, systems and tools
• Contract Compliance Matrix (cont.):
– Every CSC obligation in the contract have allocated an owner
•
Email address (used for notification purposes)
•
Description of obligations (laymen terms)
•
Due dates
•
Risk exposure
• Contract Managers will ensure that each owner has a place to go for in case of question
on the owners specific obligations
How CSC implements best CCM practice
Common process, systems and tools
– Common process, systems and tools
• By using Contract Compliance Matrix database, CSC has a tool which enables:
– Constantly monitor contracts with high criticality and complexity, broad scope, and
longer duration to ensure they are delivering value as intended
– Structured contract audit process which periodically reviews the health of each
account against their objectives
– Executive reports, regular review of performance and improvements; oversight of
‘troubled’ contracts
How CSC implements best CCM practice
Common process, systems and tools
– Common process, systems and tools
• After transition, the contract manager monitors the contractual performance by
subtracting reports e.g. :
•
Deliverables due in 30,60,90 days and overdue
•
Missed client obligations
– Each owner gets mail notification in due time.
– Overdues are escalated through the proper management chains
– Obvious benefits:
•
Proactive
•
Ensures that the customer gets the contracted services -> Reduces breach situations
How CSC implements best CCM practice
Common process, systems and tools
– Common process, systems and tools
• Contract Modification
– To ensure that the contract is always current, the CCM handbook contains a
process for contractual change management, which covers elements such as
•
Triggering events
•
Input
•
Execution steps
•
Process for updating the contract compliance database.
How CSC implements best CCM practice
Knowledge sharing/commuincation
– Knowledge sharing focuses on effective relationships
• Subject matter experts (SMEs). E.g. experts within SLA/SLC, benchmarking, pricing
models
• Database with templates and checklists
• In the transition phase CCM is responsible for ensuring that important contract
information is conveyed to the Account Team, e.g.
– Contract value
– Flow downs to subcontractor
– Unusual terms and conditions
– Billable items
– Etc, etc
– Consistent communication(both internal and external)
• Newsletters for internal use, covering items such as new article on CCM, promotions,
internal articles on lesson learnt
• Account communication covers items such as substantial changes to the contracts,
information about the Contract Compliance status
Good and bad experience with CCM
– Bad experiences
• N/A
– Good experiences with CCM
• CCM has been engaged early in the negotiation phase(e.g. DD), to ensure that the
intention of the contract is understood
• Management of the contract has been considered in the negotiation phase. Not to many
“to be agreed within 30 days after the Effective Date” please
• The Customer has engaged professional Contract & Commercial Managers
Question and Answers