Customer Committee

 

Presentation

Customer Committees take place every first day of each week.

Business Services, Professional Services and Management participate to this meeting.

 

Customer Committee’s Purposes

This meeting browses current projects to decide how to solve existing and previsional issues.

 

Standard Agenda

Each meeting will discuss the following topics:

• Open new projects for new received purchase orders
  • Organize Pre-kickoff date
• List issues for PS projects
  • Decide how to fix them
• List issues for BS projects
  • Decide how to fix them
• Manage Closed Projects

 

Open new projects

From OpenERP, verify new created projects not yet launched.

Depending on each new project type, PS or BS a team is constituted and a pre-kickoff date is decided.

We create necessary information in OpenERP as follows:

• Calendar for each participant with the pre-kick off meeting date
• In Project, create a Task ?

 

Issues for PS projects

Here are list of standard issues which could happen in a PS project:

 

Issue	Potential Solutions	Who	Severity
Infrastructure not ready	Organize a new infrastructure installation task If impossible, switch to another infrastructure solution Inform customer in any case	Consultant Project manager
Human Resource unavailable	Try to findanother resource Deal with customer to change planning	Project manager
Human Resource not adapted for tasks	Switch to an adapted Human Resource Deal with customer to change planning	Project manager
Customer change’s the target	Inform sales responsible Verify if new customer target is reachable If yes, create a new validated PPC with customer If no, stop the project	Sales responsible Management
Software not adapted to PPC	Inform the customer Inform sales responsible Verify if new customer target is reachable If yes, create a new validated PPC with customer If no, stop the project	Sales responsible Management
Customer misunderstands project’s targets	Inform sales responsible Verify if new customer target is reachable If yes, create a new validated PPC with customer If no, stop the project	Sales responsible Management

 

 

Issues for BS projects

On behalf of above table for PS issues, we could add the following specific BS issues:

• Logistics issues
• Incoming documents not in conformity with the project
• Quantities not in conformity with the project

 

Manage closed projects

Here are several tasks to be done to close a porject.

 

• Send customer project’s final document (Recette définitive)
• Send customer “Satisfaction Questionnaire”
• Verify feed back
• If customer signs document or 15 days without any answer
  • Close the project
• If customer make remarks and indicates issues
  • Organize resources to solve issues