Manage Customer Contract, Owner

Throughout the delivery of the services to the customer, the contract owner retains responsibility for the contract with the customer. The contract owner ensures that the services are being delivered according to the customer's requirements set out in the Proposal and confirmed in the customer's Purchase Order. The contract owner is responsible for ensuring reviews are undertaken with the suppliers and the customer, by means of phone calls and visits.  The owner is responsible for ensuring the customer is satisfied with work delivered to meet the requirements.

 

For projects, the frequency of review is defined in the Project Quality Plan, and will vary according to the type of project. The project executive may also serve as the Senior Supplier if this project is part of a customer project.  In this case, the project executive may have a significant involvement on the project board and be responsible for project assurance of the supplier commitments on the customer project.

 

On a regular basis the Finance Manager will advise the Contract Owner of any comments made by the client on the suppliers Timesheet which will be actioned as appropriate.

 

The contract owner is responsible for the following:

 

• Regular review of status of the delivery of services, by means of meetings, telephone calls and e-mails with the client and the supplier
• Invoicing for work completed against the contract
• Renewal of an existing contract, if appropriate and authorised by the client
• Raising issues to track changes to the contract and track to closure
• Proposing changes to the client and gaining approval
• Amending the contract with the client where amendments have been authorised.
• Resolving any issues affecting the satisfactory delivery of services.

 

In the event that it is necessary to terminate a Supplier’s contract, the Contract Owner will:

 

• write a letter to the Supplier
• write a letter to the client
• advise the Finance Manager
• raise a client complaint

 

• Issues logged and tracked to closure
• Contract Amendment Issued
• Invoice and Worksheets from Supplier Received
• Invoice(s) Issued to Client
• Invoice Payments from Client Received and Logged

• Template Links
•  

• PMGT_FRM002 Issue Management Forms (Change Control and Issues)
• CMGT_FRM002 - Client Complaint Form

• Project Management Process (if required)
• People Management Process
• Purchasing Process
• Issue Management

Contract Management

• Reference 1
•