Welcome to the Contract Lifecycle Management (CLM) module

To move from one screen to the next please click the “Next” button on the bottom of the page or follow the

instructions

To Exit the course at any time press Esc

Next

Contract Lifecycle Management (CLM) is a best practice way of working, both internally and customer facing, helping to achieve profitable contractual relationships and customer loyalty

What is Contract Lifecycle Management?

There are three key reasons as to why CLM is important

• Best practice

• Profitable contractual relationships

• Customer loyalty

Tender AwardOJEU

Tender Bid

Life Cycle

Tender &Contract

ManagementCLM covers the period from when the contract is awarded up to the end of the contract

Next

Three key areas for CLM

The contract lifecycle is managed by the Key Account Management Team

Sales

Customer Service

Nursing

Understanding customers

Managing customers

Demonstrating Value(Why

Nutricia?)

Next

CLM covers three key areas of our relationship with our customers

There are a number of tools that have been developed to deliver the objectives of CLM these are:

Key Contract Lifecycle Management tools (CLM)

Tender AwardOJEU

Tender Bid

Life Cycle

ContractManagement

Click on each shape for more details

Contract ActivityPlanner

ImplementationProcess

Key PerformanceIndicators

Contract LevelAgreement

Contract Planning Forum

Customer Experience

Implementation Process

All implementations have a:– Dedicated project manager– Guide on the CATE site– Controlled four stage process

4Review & Audit

3Transfer

& Training

2Transfer

Preparation

1Planning

First impressions are lasting impressionsFirst impressions are lasting impressions

OBJECTIVE: Delighting the customers in the 1st 100 days of their new contractOBJECTIVE: Delighting the customers in the 1st 100 days of their new contract

The process has been designed to ensure a smooth and seamless transfer for a new contract win from their previous supplier to Nutricia. Experience and best practice have been used from previous transfers to develop the process.

Next

Contract Activity Planner (CAP)

CAP is an

Activity calendar to capture key contractual milestones

WhichAssigns responsibility to relevant individuals for timely delivery of contractual

obligations

It usesAutomatic email reminders ensuring we don’t miss anything

Using CAP will ensureProactive forward planning

Control of the pace and quality of delivery

Measurement and monitoring of commitment and performance

OBJECTIVE: The right people doing the right things at the right timeOBJECTIVE: The right people doing the right things at the right time

Next

Key Performance Indicators (KPI)

Evidence Accountability

Provide evidence of contract performance, over time

Supports customers who need to demonstrate the value of being partners with Nutricia

With transparency and visibility of performance, comes accountability for

both parties

The KPI reports are designed to provide the customers with

There are six different measures that are covered by the KPIs, they are:

1. % pumps in service date hospital

2. % pumps in service date Homeward patients

3. Complaints

4. Delivery service hospital

5. Delivery service Homeward patients

6. 1st deliveries

Next

Summary Report

Detail

OBJECTIVE: Giving customers confidenceOBJECTIVE: Giving customers confidence

Contract Level Agreement (CLA)

Obligations

• Summary of tender specification• Local agreements• Financials• Service Level Agreements

Status

• Key performance indicators• Management information• Usage summary

OBJECTIVE: To maximise contract valueOBJECTIVE: To maximise contract value

The contract level agreement is a document that is provided to all contracts that shows the following

This is to create a long term PARTNERSHIP to meet the customers’ changing needs, and gives a tool that will enable negotiation and implementation of any changes that are required to ensure the value of the contract is maximised, and a WIN-WIN outcome is achieved

Next

Stage 2Stage 2Stage 1Stage 1

Contract Planning Forum (CPF)

Tender

Completion

Tender

Completion

Phase 1

18 months before tender

Phase 1

18 months before tender

Phase 2

12 months before tender

Phase 2

12 months before tender

HOWPocket meetings

Validation of information Action plan on CATE

Status report

6 months before tender

6 months before tender

HOWFormal meeting Validation of plan

Action plan

The Contract Planning Forum (CPF) is designed to ensure that we know our customer, and are able to create informed tender proposals

Horizon Horizon scanningscanning

OBJECTIVE: To ensure we are prepared for any tender with the correct proposal

OBJECTIVE: To ensure we are prepared for any tender with the correct proposal

The CPF takes place over two stages during the life of a contract

AimIdentify Decision

Making Unit

AimEstablish hierarchy of needs

AimValidate trial

offer with profit and loss

Next

Customer Experience

Patient Satisfaction

Surveys

Customer Satisfaction

Surveys

Audit of Accounts

A rolling measure of Nutricia Homeward patients

perception of the service they have received

A six monthly measure of customers satisfaction with

the performance of the contract

A monthly view of the KAM teams understanding of

customers satisfaction with contract performance

OBJECTIVE: Identify risks before they become issuesOBJECTIVE: Identify risks before they become issues

Our Internal

View

Our Patients

View

OurCustomers

View

There are three different parts of customer experience that are measured

Next

There are a number of tools that have been developed to deliver the objectives of CLM these are:

Key Contract Lifecycle Management tools (CLM)

Tender AwardOJEU

Tender Bid

Life Cycle

ContractManagement

Click on each shape for more details

Contract ActivityPlanner

ImplementationProcess

Key PerformanceIndicators

Contract LevelAgreement

Contract Planning Forum

Customer Experience

Next

CLM tool summary

Tool What it is Why it is important

Implementation process

A process to support the implementation of new contracts

To ensure the 1st 100 days of a contract delight the customer

Contract Activity Planner (CAP)

A planning tool to schedule contract activity with dedicated owners

To ensure we consistently deliver the basic contractual obligations

Key Performance Indicators (KPI)

A suite of measurement criteria to provide evidence of service provision

Aligning to NHS needs, helping customers to qualify spend, i.e. value for money

Contract Level Agreement (CLA)

A two-way partnership agreement summarising commercial offering

To provide visibility of Nutricia & customer commitments, support commercial negotiations & track progress

Customer Experience

Complete view (customer, patient, & internal satisfaction)

To identify & manage risks, avoiding potential issues

Contract Planning Forum (CPF)

Formal process of reviewing customer needs to support tender activity

Insight supports tender outcome and a pro-active horizon scanning approach

Next

Contract lifecycle management (CLM) is a best practice way of working, both internally and customer facing, helping to achieve profitable contractual relationships and customer loyalty

There are a number of tools that have been developed to deliver the objectives of CLM:

Other modules available

Introduction to the Contract Development Team

The tender process

Customer facing activities (Customer experience days & product evaluation days)

Training and implementation

Esc to close