Instructions to activate the macros
The Journey to World class
David Gee Head of Commercial & Contract Operations Global
Enterprise and Services, Telstra
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What is World Class Contract & Commercial Management?
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The Journey to World Class | 25 July 2016Page 3Imagine
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The Journey to World Class | 25 July 2016Page 4Characteristics
of world class performance
As per the IACCM Capability Maturity Model9 Criteria of
engagement*The model uses the following to assess
capability:Customer Vendor Experience Plan and track business
relationshipsPeople Development Closingskills gaps and development
of team members as trusted advisors.Strategy Policy formation for
robust, systemized mapping of strategic and operational
goals.Leadership Executiveexposure to the concept of commitment
managementRisk Managementimplementation of risk management and its
impact on business practices.Information Systems / Knowledge
Managementuse of automation to capture and manage contract and
relationship performance.Financial Link T&Csto price and cost
analysis, as part of strategic review.Solution Requirements
Management Management &segmentation of product/service
categories.Execution & Delivery Strongfocused on results
metrics only.
*Source: IACCM
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Telstras Journey to World Class
Reduced profitability and revenue leakageCommunication and
relationship breakdown with stakeholdersReduced likelihood to
generate, recognise and seize opportunityDecreased visibility of
obligations and increased exposure to contract related penaltiesThe
Journey to World Class | 25 July 2016Page 618 months ago critical
pain pointsAimsProactive engagement with the business and our
customersContinuous improvementTechnology enabled Enhanced
reporting capacitySingle source of truth for contractual dataBetter
serve our customersIntroduction of a Contract and Lifestyle
Management SystemDevelopment of clear and consistent
processesUplift capability in identified focus areasImprovement
planLess defined processes and technology gaps, which can lead
to:Varied management practices and limited knowledge sharing,
leading to duplication of workConfined involvement in sections of
the value chainLimited reporting and search capacity
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How we got there
The Journey to World Class | 25 July 2016Page 8What was
required?It was clear that a number of issues faced would be
alleviated with the introduction of a Contract and Lifecycle
Management System (CaLMS).
So we went in search of vendors
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The Journey to World Class | 25 July 2016Page 9CaLMS early
stagesDefining requirements and selecting a vendorRFIPreferred
vendors were identified following market reviewThey were invited to
respond to a request for information, to present and were assessed.
The field was narrowed to fewer vendors for the next RFP
stage.RFPResponses were provided to requests for proposals.The
remaining vendors were invited to present and were assessed.
NegotiationEntered into negotiations to finalise vendor.Vendor
AwardedContract was signed and design and implementation
commenced.
Some key considerations:Functionality and reporting
capabilityData security Ease of useReputationStrategic fitSystem
integration
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The Journey to World Class | 25 July 2016Page 10Chosen Vendor
Apttus
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The Journey to World Class | 25 July 2016Page 11This was the
very beginning of the journey...
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What will CaLMS deliverPage 12The Journey to World Class | 25
July 2016
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The Journey to World Class | 25 July 2016Page 13CaLMS
benefitsReduce RiskDrive standard Contract termsTrack use of non
standard terms ( + require additional approvals)Single source of
Contract truth, confidence that we are dealing with current
contractError Minimisation by automating manual processesReporting
for management of risk and issuesProvide audit traceability
Benefits to TelstraSingle source of contract truth provides better
version control and simplifies data sharingAutomated processes
require less time and the incidence of error is minimisedSuperior
reporting/ tracking and alert capacity for management of risk and
issuesReduced cycle times from preparation to active
contractContract standardisation, leading to clearer outcomesEasier
to do business and increased customer satisfaction
Benefits to Telstra customersEasier and faster to contract with
usReduced incidence of errorFaster, clearer escalation and other
processes in the event of issuesResources become available to focus
more on better serving Telstra customersSuperior reporting/
tracking/ alerts to support timely renewals and other key
activitiesContract standardisation, leading to clearer
outcomesEasier to do business and increased customer
satisfaction
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The way forward
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The Journey to World Class | 25 July 2016Page 15One puzzle
piece
CRMCaLMSCPQ
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Clearly define requirements.Quality data inputs and
controls.People and process change management.Open and frequent
dialogue with internal stakeholders.Customer management.The Journey
to World Class | 25 July 2016Page 16Top 5 recommendations
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Thank you
Any Questions?
