1. Class #3: Contracting and Objectives Formulation

2. Pinpointing Project Objectives A client asks the consultant to develop a:  requirements document, or a  plan, or a  strategy, or a  model

3. Pinpointing Project Objectives A client is a manager of a business. She feels her Purchasing group is costing her too much money. She has told her Purchasing Manager to reduce costs by 40% in 1 year. The Purchasing Manager has asked for help. The Purchasing function includes material acquisition (buying), commodity management, supplier quality assurance, and other functions. The Purchasing Manager has told the consultant to start by flow charting the material acquisition process. What should the consultant do?

4. Products, Customer Expectations, and Outcomes  (from Rob Lawton’s book “Creating a Customer Centered Culture”)  Customers usually know what they want to occur as a result of a project being successfully completed. This desired business result is called an “outcome”. A way to determine the outcome is to complete the sentence: “If this project is successful, it will result in _______”  Examples are: Improved Quality, Revenue, Cost, Productivity, etc. Product getting to the marketplace on time System or product design completed on time

5. Products, Customer Expectations, and Outcomes  By identifying the outcomes the clients want, you ask “Why are we doing this?”  By identifying the products the clients want, you ask “What do you want from me, specifically?”  The key is feeling confident that you know how your performance will be measured; i.e. Exactly what you need to do to please the client.  Until this objective is accomplished, the contracting process isn’t over

6. The Problem Solving Process Define the Business Problem Define the Technical Problem Solve the Technical Problem Develop the Client Solution Translate Diagnosis and Analysis Package Validate

7. Contracting Meeting Check Sheet  Get acquainted - discuss your background, client’s  Situation Understanding What is the situation as the client sees it? Who is the prime client? What is their motivation? What are the desired outcomes of the project? What deliverable does the client expect from you?  Needs - Client’s Needs? Consultant’s Needs?  Roles - Client Role? Consultant Role? Who else is involved?  Barriers, Constraints, Potential Problems  Action Plans - Next Steps

8. Contracting Role Play  Each team will prepare for a role play  Teams will have information about the situation to use to prepare for the meeting  Goal is to get through the key contracting steps in 10 minutes.  The class will review the role plays as a group and de- brief.

9. Class Exercise Part 2: Navigate the contract meeting, determine objective (Role Play) Personal acknowledgement Communicate your understanding of the problem Elicit client’s wants and support he can offer Declare your wants and things you can offer Reach an agreement (Re)state concrete actions to be taken next