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The Procurement Process

15.3 Managing the Relationship

15.1 Preparation 15.2 Managing Service Delivery 15.3 Managing the Relationship 15.4 Contract Administration 15.5 Seeking Improvements 15.6 Managing Changes 15.7 Ongoing Assessment
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Click for slide: The relationship must be managed, as well as the more formal aspects of the contract Click for slide: Communication is crucial Click for slide: Culture, attitude and behaviour are as important as the terms of the contract Click for slide: Deal with problems promptly
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What you need to do

Good communications are always the make-or-break in managing a relationship.

They allow problems to be identified and resolved early, and build an atmosphere of mutual trust and appreciation of each others' priorities.

Points to consider

The routes and media through which information will flow during the arrangement (information flows) should be defined and ideally tested before the contract commences.

There are three levels of communication in a contractual arrangement: strategic (senior management/board of directors), business (contract managers on both sides) and operational (technical and 'frontline' staff).

Communication between provider and client should be peer-to-peer; that is, operational problems are resolved by staff at the operational level, not discussed with business managers.

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