Читать книгу Contract management with CATS CM® version 4 - Gert-Jan Vlasveld - Страница 25

Based on figure 4.2, the responsibilities of different roles involved in the CATS CLC can be identified. We would like to point out that some of these roles are not involved in the entire CATS CLC. Proper specification of the responsibilities and their allocation to the different roles is crucial to the creation of a successful contract. We explicitly use the term ‘role’ because, in our experience, the person who is responsible for the activities that are part of the contract manager role doesn’t always have the formal function of contract manager. This person’s business card often doesn’t say ‘contract manager’ but rather names another function like: ‘customer relationship manager’, ‘project manager’ or ‘account manager’.

In the client’s organization, we define the following roles:

■ Demand owner: the person who compiles the requests and requirements and, ultimately, uses the contracted goods or services. The demand owner is the primary person responsible for representing the group of users. The IT department, for example, is the first point of contact for IT services for the rest of the organization, just like the Facilities Management and HR departments are for their respective services.

■ Realization and verification manager: the person with the substantive knowledge of the goods or services that must be procured or purchased and who is capable of assessing the supplier’s performance in this area.

■ Buyer: responsible for the way the market is approached and for the substantive activities relative to the proposal and information requests, the negotiation phase, and the contract signing phase.

■ Contract manager: responsible for achieving the contract objectives through proper contract execution, termination and evaluation.

■ Contract administrator: responsible for the registration of all contract details that are generated during each phase of the contract life cycle and who provides all other people involved in the contract with the information they need.

The extent to which a person is involved in and responsible for a (set of) activities is generally expressed based on the RASCI-model (a variant of the RACI model). The letters of this acronym stand for:

■ R: Responsible - responsible for the result.

■ A: Accountable - ultimately accountable.

■ S: Supportive - offers support or carries out activities.

■ C: Consulted - must be consulted.

■ I: Informed - must be informed.

Table 4.1 shows the distribution of responsibilities, in RASCI levels, of the people involved at the client’s organization during the CATS CLC phases. The I level is left out because this is an organization-specific consideration of the design of this level.

Table 4.1 RASCI table for the client showing the CATS CLC phases

*) The officer fulfilling the role of demand owner will often also fulfill the role of contract owner during contract creation. However, an organization can also choose to have another person fill this role, instead of the demand owner. What to consider when doing so is discussed in Chapter 6.

For the supplier, the roles are as follows:

■ Delivery owner: responsible for achieving the Work To Be Done, having the people and resources available to do this.

■ Project or service manager: the person who organizes the operational execution of the goods and/or services that must be delivered.

■ Realization and verification manager: the person who has the substantive knowledge of the goods or services that must be delivered (WTBD), and who is capable of assessing what will be delivered to the client.

■ Vendor: responsible for selling goods and services.

■ Contract manager: responsible for the contract execution.

■ Contract administrator: responsible for the registration of all contract details that are generated during each phase of the contract life cycle and who provides all other people involved in the contract with the information they need.

Table 4.2 shows the distribution tasks, responsibilities, and mandates, in RASCI levels, of the people involved at the supplier’s organization during the CATS CLC phases. The I-roles are left out because they are an organization-specific consideration of the design of this level.

Table 4.2 RASCI table for the supplier showing the CATS CLC phases

**) The officer fulfilling the role of the delivery owner will often also fulfill the role of contract owner during contract creation. However, an organization can also choose to have another person fill this role, instead of the delivery owner. What to consider when doing so is discussed in Chapter 6.

The CATS CM methodology offers concrete tools for operational management from the moment that the contract manager becomes responsible for the contract – indicated as ‘R’ in the RASCI tables – and during the phases before the contract is signed – indicated as ‘C’ in the RASCI tables.