 Business Methods for the process implementation are : |
- Change Management
- Contract Management
- Escalation Management
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| Change Management |
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In order to have good control on the requirement changes that arise during project execution, DCM DataSystems has a formal change control procedure in place. It proposes that whenever changes are sought in the requirements, the following procedure be followed:
Authorized customer designated project manager sends "Change in Requirements" form. The template of the form is then mutually agreed at the time of requirement elicitation.
DCM DataSystems studies the changes requested, does an impact analysis and estimates the effort required in implementing the changes. The time required and its impact on the schedule and cost is comunicated to customer designated manager.On receiving go-ahead from the customer, DCM DataSystemsl implements the changes. |
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| Contract Management |
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| Contract is a formal set of documents that initiate the life cycle activities of execution of the service. To meet customer requirements fully and consistently, the contract is to be uniformly understood by the customer and DCM DataSystems. If the customer has drafted or modified the contract, then it is reviewed against the contract review checklist. Contract review is performed for every contract. |
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To study and review the contract to ensure that there is a common understanding of requirements between the Customer and the DCM DataSystems.
The Contract identifies: |
- Services to be delivered,
- Time frame for delivery of the Services,
- Payment considerations,
- Warranty details,
- Copyright and licensing details,
- Reference to any Performance and Quality expectations / constraints/ monitoring, and
- Standards and Procedures to be used.
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The functional manager, assigned project manager and team studies the contract/order and the contract review checklist. Contract/order is reviewed against all the relevant points contained in the contract review checklist. All the missing points or ambiguous points are noted as defects in the review form.
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| Escalation Management |
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| Escalating the issues to appropriate levels is an important part of progress review. This may be done as a result of progress review meeting between Project Manager and Execution/Development team or between Project Manager and Functional Manager. Escalation may be done due to: |
- Inter-functional: The commitment made by Inter-functions like Materials and Recruitment department are not met and the delay has impact on the progress of the project.
- Service Related: Delay in the services (service not provided as per commitment by General / System/Storage/Network administration or any other support staff) and delay has impact on the progress of the project
- Progress Related: The delay in completing a phase
- Customer Related: Delay in getting response from customer where customer's approval is required.There is a well defined escalation matrix to handle challenges which arise from time to time. From the customer side also we map the escalation matrix so that there is a clear communication, responsibility at every level at both ends.This matrix has contract details, time frame triggers listed, so that incase a challenge does not get resolved it is automatically moved to the next level in both organisations.
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