© Mahindra Satyam 2009 QMS Training Conducting Contract Review

2 © Mahindra Satyam 2009 Objective To ensure that  The expectations from the project are set right from the point of view of Mahindra Satyam and the customer.  The risks relating to Mahindra Satyam and Customer are identified, evaluated and recorded and risk management plan is prepared and recorded  The project-specific requirements are communicated to the project team for initiating the project Mahindra Satyam Confidential

3 © Mahindra Satyam 2009 Types of Contract  Master Services Agreement  Work Order  Purchase Order Mahindra Satyam Confidential

4 © Mahindra Satyam 2009 Types of Contract Master Services Agreement  A Master Services Agreement (MSA) is a contract entered into by Mahindra Satyam and a customer  It states the terms and conditions under which their relationship will operate  It contains the legal and commercial aspects of this relationship  It does not contain the technical details for a new project Work Order  A Work Order (WO) is a customer request containing technical details for a new project  This is received from customers with whom a Master Services Agreement is signed  A WO has to be read along with the Master Services Agreement for the complete terms and conditions Mahindra Satyam Confidential

5 © Mahindra Satyam 2009 Types of Contract Purchase Order  A Purchase Order is complete in itself and contains all commercial, legal and technical details for starting a new project. Mahindra Satyam Confidential

6 © Mahindra Satyam 2009 Request Categories  Category 1 Request  Category 2 Request  Category 3 Request Mahindra Satyam Confidential

7 © Mahindra Satyam 2009 Request Categories Category 1 Request  It is the customer request wherein, service scope, customer requirements, commercial and legal terms are clearly stated and documented – E.g.: Formal Purchase Orders, Work Orders and Master Services Agreements Mahindra Satyam Confidential

8 © Mahindra Satyam 2009 Request Categories Category 2 Request  It is the customer request wherein any of the items like service scope or customer requirement, or commercial terms or legal terms is not clearly defined or partially documented – E.g.: Draft Purchase Orders, Work Orders and Master Services Agreements Mahindra Satyam Confidential

9 © Mahindra Satyam 2009 Request Categories Category 3 Request  It is the customer request wherein no formal communication is available with respect to any of the items like service scope, customer requirement, commercial terms and legal terms – E.g.: Mails, telephonic and verbal requests to initiate projects Mahindra Satyam Confidential

10 © Mahindra Satyam 2009 Process Identify Request Category Review Request Control Contract Deliverables Renewal of Contracts Mahindra Satyam Confidential

11 © Mahindra Satyam 2009 Identify Request Category  Identify the category of the request for further processing Mahindra Satyam Confidential

12 © Mahindra Satyam 2009 Review Category 1 Request Review Committee  Reviews the request in terms of – service scope, customer requirements, commercial terms and legal terms  Prepares Contract Review Report  Prepares Risk Management Plan  Gets the issues resolved Relevant signatory signs the original contract Respective AIC files in the Contracts Master file Mahindra Satyam Confidential

13 © Mahindra Satyam 2009 Review Category 2 Request  Review Committee  Reviews the partly available contract as in the case of Category 1  Gets documented consent, from customer, where clarifications are needed  Does category 1 review, after formal contract is received Mahindra Satyam Confidential

14 © Mahindra Satyam 2009 Review Category 3 Request Identified associate prepares a Customer Requirements Document  to state Mahindra Satyam’s understanding of the customer’s requirements in terms of the commercial, legal and technical issues Review Committee  Reviews this document as in the case of Category 1  Gets documented consent, from customer, where clarifications are needed  Does category 1 review, after formal contract is received Mahindra Satyam Confidential

15 © Mahindra Satyam 2009 Control Contract Deliverables Wherever a formal contract is not received from the customer, proposal and draft contract have to be controlled Once a formal contract is signed  Contract has to be controlled  Proposal and draft contract can be moved to OBSOLETE status Mahindra Satyam Confidential

16 © Mahindra Satyam 2009 Renewal of Contracts In case an MSA is expiring,  Sales representative of BUs/BD Managers/Global Marketing intimates to Marketing Representatives at On-site  Marketing Representative initiates the procedures for MSA Renewal If the change is only extension of contract period  Sales representative of BUs/BD Managers/Global Marketing shall not conduct any contract review If terms and conditions are changed  Sales representative of BUs/BD Managers/Global Marketing – ensure that Contract Review is conducted as per Appropriate Category – maintain the records Mahindra Satyam Confidential

17 © Mahindra Satyam 2009 Objective Met The expectations from the project are set right from the point of view of Mahindra Satyam and the customer  Contract and Contract Review Report The risks relating to Mahindra Satyam and Customer are identified, evaluated and recorded and risk management plan is prepared and recorded  Risk Management Plan Mahindra Satyam Confidential

18 © Mahindra Satyam 2009 Project Initiation Mahindra Satyam Confidential