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Customer satisfaction -
a partnering approach
- H K Muralidhara- Prakash Padmanabhan
Fusion Software Engineering, Bangalore
www.fusionse.com
Earlier scenario Current scenario
Customer
SolutionProvider
Partners working together
Customer
SolutionProvider
Consumer
Supplier
TransformationTransformation
www.fusionse.com
• Understand customer completely• Increasing complexity
- technological- business- environmental
• Building relationships
Need to partnerNeed to partner
• Customer relationship management – a critical focus area
• Many people involved in this
www.fusionse.com
Typical organisationTypical organisation
• Multiple lines of communication• No single person has a complete
“ feel ” of the project
• How does one ensure Customer Satisfaction and whois responsible ??
Projectteam
ProjectManager
Customer
- Senior management- Business development- Marketing- Support
www.fusionse.com
• Customer (“Account”) being managed • Single point interface• Two hats ;
- internal (project team/senior management)- external (customer)
• Responsible for customer care and satisfaction
Account managementAccount management
Projectteam
ProjectManager
Customer
- Senior management- Business development- Marketing- Support
AccountManager
reduce
www.fusionse.com
ActivitiesActivities
Pre-proposal study
Deliverycommitments
Requirementsstudy/analysis
Resourcemanagement
Contractmanagement
www.fusionse.com
Activities Activities (contd.)(contd.)
Customercommitments
Qualityplanning
Testing Work/lifebalance
Logistics Functionaltraceability
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Continuous hand-holding of the customer Ability to see the “big picture” Ensures the system will satisfy
customers requirements Co-ordinates all activities between team,
customer, senior management and others
AdvantagesAdvantages
www.fusionse.com
Single point interface with complete control ofproject
Value addition by way of managing costs Feedback to senior management on project
financials Budgeting and forecasting
AdvantagesAdvantages (contd.) (contd.)
www.fusionse.com
X = factor for indirect offshore costs decided by senior management from time to time
Y = factor for indirect onsite costs decided by senior management from time to time
Name
(Value) Offshore Effective Other Total Onsite Effective Other Total Total Total Total Total To be
Salaries cost (A * X) exps. effective salaries & Cost Expenses effective Actual Effective Billed Collected Billed
offshore off. Offshore allow ances onsite Onsite cost Cost Cost efforts
(A) (B) (C) cost (B+C) (D) (D*Y) (E) Onsite (F) (A+C+D+E) (B+C+F) value Off On
Extra Efforts
Billable
Billed
Current Month
Cumulative Cumulative
www.fusionse.com
Bonuses ofBonuses ofAccountAccount
ManagementManagement
• Management reporting and control• Saving of quality time for senior
management• Multiple accounts – multiple projects
handling capability• Identification of reusable resources• Work/life balance
www.fusionse.com
P M s i n v o l v e m e n t a n d e f f e c t i v e n e s s
0 1 0 2 0 3 0 4 0 5 0 6 0 7 0 8 0 9 0 1 0 0
P r e - s a l e s s u p p o r t
R e q u i r e m e n t s m a n a g e m e n t
A r c h i t e c t u r e
P r o j e c t p l a n n i n g
P r o j e c t t e a m m a n a g e m e n t
T e c h n o l o g y / t r a i n i n g
D e v e l o p m e n t p l a n n i n g
D e s i g n
C o n s t r u c t i o n m o n i t o r i n g
C u s t o m e r i n t e r a c t i o n s
Q u a l i t y a s s u r a n c e
C o s t c o n t r o l
W o r k / L i f e b a l a n c e
A l l r e v i e w s
I n v o l v e m e n t E f f e c t i v e n e s s
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PM/AM Involvement and effectivenes
0 10 20 30 40 50 60 70 80 90 100
Pre-sales support
Requirements management
Architecture
Project planning
Project team management
Technology/training
Development planning
Design
Construction monitoring
Customer interactions
Quality assurance
Cost control
Work/Life balance
All reviews
PMs Involvement PMs Effectiveness AMs Involvement AMs Effectiveness
www.fusionse.com
• has previously been involved in all stages of the SDLC
• has handled projects in diverse areas• good inter-personal skills• understands technology• capable of adding value in QA, Requirements
management, testing etc.• ability to understand business domains• conversant with handling international
projects• knows the company well
Typical profileTypical profile
www.fusionse.com
• Expand the practice to other activitiesin the organisation
• Evolve Account Management as a key practice in Software Delivery
What next ?What next ?
www.fusionse.com
www.fusionse.comwww.fusionse.com
H K Muralidhara - [email protected]
Prakash Padmanabhan - [email protected]
Thank YouThank You
www.fusionse.com