Attempt 2 - NU12 #4 – New Processes at Work, Study – Lea Olegario

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NU12 #4 – New Processes at Work, Study – Lea Olegario

Our team delivers different offsite and onsite services to customers depending on their requirements. Part of this will be the generation of proposals from customer requests that we receive. Some proposals turn into actual projects but almost half of it do not push through.

There is a weekly report generated by the team to show the status of quotes for each month and it covers several years. We had a move to eliminate those very old quotes we don’t hear from customers about. We did that and during my meetings with the proposal analysts, we found out that there is no follow-up done to the outstanding quotes and no one has that responsibility at that time.

I suggested we created a follow-up process for the quotes to pursue the project and also know if it will push through or not. I developed this along with the proposal analysts in the team discussing every step of the process, which they will be executing later on. We defined how long a quote can exist until we mark it as not awarded. In this way, there will be no outstanding quotes running for several years. Frequency of follow-ups was also defined depending on the type and criticality of the projects.

With the process approved and welcomed by the team, we moved to implement it and it has served to improve our monitoring of projects and even intercept the possibility of losing some projects most especially if the issue is with scheduling. We also had better understanding of the business and what happens to the requests that did not push through as the customers responded to the follow-ups.

Our current processes work but we normally tweak it every so often to meet whatever is needed by the group. 3