| Process Step |
Description |
Responsible |
| Central Register and Monitoring |
Once it has been agreed that a Change Process is required including internally requests, it is entered into the Change Register on the Client Managed Service folder and a number issued. All such requests are tracked including if they are not accepted by the Customer as these may have a risk impact. The information in the Change Register is sufficient that it also acts as tool for reporting and monitoring the progress of the Change Process. The Change Register is maintained by the Change Manager but information on it will be read by all persons who have access to this folder. The example of the register to be used is shown in the Appendix 1 – Change Register |
Change Manager |
| Data Management |
All data including submissions, correspondences, analysis and the Change Order is stored in files as scanned and soft copies in the Change Management directory in folders or ZIPed files with the title corresponding to the Change Register Numbers. When approved the Change Order data is stored in folders corresponding to these numbers. Once a Change Order has been issued then all corresponding information in relation to the issued Change Order can be taken over by the respective concerned groups. This could be for their usage, re-planning, quantification or final documentation purposes in accordance to their respective processes. |
Change Manager |
| Escalation and Dispute Resolution |
There are existing procedures in the whereby any disputes in the Change Control Procedure with the Customer can be resolved in accordance with the Governance Process (Schedule 9). Internally the escalation process if initiated is left to the GM to bring to a resolution in communication with the different parties and the HQ parent organization. A Change Control Board is instituted for internal issues. The internal and external processes for escalation and dispute resolution are described in separate chapter as the process is common to many functional areas in the organization. |
Change Manager / General Management / Key Account Manager |
| Process Step |
Description |
Responsible |
| Verification Process |
The Customer may interpret and initiate the Change Process by issuing a Change Notice but Company may have a different view on the subject and it could be interpreted as a Change Request or a combination of both. On the other hand the relevance of it and its application has to be carefully analyzed to see its suitability and application. Hence on receipt of such a request, the Change Manager together with the respective groups depending on the situation and focus of the request first determine the relevance and applicability before proceeding to take relevant action in accordance to these processes. In the minimum he has to consult the Sales colleagues and the Management. |
Change Manager / Responsible Business Functions |
| Change Notice (Within Existing Scope) |
The Change within the existing scope of work is initiated by the Customer The Customer may at any moment request a Change in respect of the Services and any requirements thereto (including the Service Levels and KPIs) within the existing scope of works by written notice to Client Managed Services. The written notice requesting a Change from the Customer is called the “Change Notice” |
Client |
| Change Request (Additional Request) |
The Customer may also request a proposal for additional Services outside the current scope of work by giving a written notice. The written notice requesting a proposal for work that is outside the current scope is called a “Change Request”. |
Client |
| Process Step |
Description |
Responsible |
| Decision Process and Application Relevance |
There is an internal form which is to be used by all groups who wish to initiate the Change Process for the different reasons. This form provides the reasoning for the management to take a decision and for the Change Manager to record it in the Change Register when approved for detailed analysis or Customer communication. A copy of the form is found in Appendix 2. Prior to starting the change process be it internal or external, there has to be an internal decision process to confirm that the Change identified is actually relevant and required. |
Change Manager / Requesting Business Functions |
| Internal Practices |
Changes to internal business processes, practices and interfaces that have been established and required changes or improvements will need to be initiated and managed via an internal Change Management Process. The requests or proposals can originate from any member of the organization, the management or as a result of changes in the business environment external to the company. |
Business Functions |
| Change Suggestion |
The internal agreement to accept the change request is termed Change Suggestion to differentiate it from the Customer process of preparing the Change Proposal. |
All Business Functions |
| Improvement and Cost Savings |
As per the contract, Company, shall endeavour to identify and implement advances in technology continually improve the provision of the Services, achieve cost savings for the Customer improve Customer’s competitiveness Company shall provide the Customer with proposals and information regarding the identification and development of efficiencies. |
All Business Functions |
| Change Proposal |
If Company can reduce costs incurred by it in providing the Services without affecting the Services, the Service Levels or KPIs to the satisfaction of the Customer, than Company shall propose a Change to the Customer. This is contractually called a “Change Proposal” |
Relevant Business Functions / Change Manager |
| Changes Within and Outside Scope |
Just as the Customer desires that there is a need for initiating Change as a result of additional works required or variations to existing scope of work, Company may also see either the benefit or a real need for such Change to be implemented and a formal record and agreement confirmed. However, it must be noted that the contract only allows the Customer to raise either Change Notices or Change Requests. Company cannot formally. This scope of activity pertaining to Change within and outside current scope of work for additional Service is not in the contract. However it is still important that all such cases are coordinated and discussed with the Customer, as they may have relevant merit. |
Relevant Business Functions |
| Customer Discussion |
As mentioned in the above paragraph 5.3.6 (Change Within and Outside Scope), there is contractually no option for the Supplier to put forward any proposals. However, it is important that the Supplier brings it to the attention of the Customer if such a Change is warranted. The Supplier should make the suggestion in discussion with the Customer and then follow up with details. An internal analysis should be done prior to approaching the Customer. For these circumstances the requirement for initiating the Change Process and registration in the Change Register is also undertaken. |
Change Manager / Contract Manager / Sales |
| Process Step |
Description |
Responsible |
| Registration and Priority |
All internal request for changes will have to be coursed through to the Change Manager first who will discuss it with the relevant functional managers including where relevant to the General Manager to ensure its relevance. Once this is done the priority and importance can be attached. |
Change Manager / Relevant Business Functions |
| Action Steps and Review Step 1 |
Based on any standard operating procedures a request for change initiation is submitted to the change manager by any concerned individual |
Change Manager |
| Step 2 |
The Change Manager discusses the change suggestion with the Heads of relevant Functions and if needed the General Manager to attach a priority. |
Change Manager / Relevant Business Functions / General Manager |
| Step 3 |
The Change Suggestion is listed in the Change Register on the server. If the decision was straightforward it is approved as part of step 2. Go to step 7 Otherwise proceed to step 4. |
Change Manager |
| Step 4 |
The Change Manager sets up a team with relevant functions to deliberate and come up with proposals for a decision. The participants in this process are selected based on the subject matter. If there is no agreement than the matter is escalated via the Change Control Board steps. If there is a agreement than a suggestion is made for a decision to implement. Then proceed to step 6 If there are Commercial and Financial implications then proceed to step 5 |
Change Manager / Business Functions |
| Step 5 |
The Commercial function deliberates on the financial impact of the change suggestion. It will provide its report including the completion of the risk assessment. This will then be forwarded to management for a decision. |
Commercial Manager |
| Step 6 |
Based on the outcome of either step 4 and 5 or both Management may decide to accept or reject the suggestion. If accept proceed to step 7. If management wants a review step 4 and 5 may have to be repeated. |
General Management |
| Step 7 |
The Change Suggestion is approved and the Decision to implement is communicated. |
Change Manager |
| Process Step |
Description |
Responsible |
| Initiated Notice |
In summary in the first instance the Change Notice may lead to a straightforward
acceptance if okay. It may lead to a proposal and potential charges.
On the other hand the Customer may re-issue the Change Notice or it
leads to a dispute resolution and escalation. |
Change Manager / Sales / Contract Manager |
| Action Steps and Review Step 1 |
Customer desires a Change within existing scope of work and sends a Change Notice
to Company, informing the Change Manager. |
Client / Change Manager |
| Step 2 |
Change Manager registers the Change Notice in the Change Register on the Server. Change Manager discusses with the General Manager the Change Notice, business policy and approach and establishes a program of action and setting up a time schedule. This could be to accept (step 4) or reject the Change Notice (step 3). If there are no major implications and there is no impact then the GM may or in consultation with the Technical / Operations and / or Commercial Managers agree with the Change Notice and proceed to communicate the agreement for the Proposal with the Customer via the Change Management Manager (step 10). |
Change Manager / Relevant Functions |
| Step 3 |
If the Change Notice is rejected, the Customer is informed and the Customer may revise the request and step 1 is repeated. On the other hand he can escalate the issue in accordance with the Dispute Resolution under Change Control Procedure in accordance with the Governance Process. In this case the Sales / Account Manager, the Contract Manager and respective Technical / Operations Managers are informed. |
Client / Change Manager / Contract Manager / KAM / Sales |
| Step 4 |
The Change Manager either sets up a meeting with all parties concerned – Technical / Operations Managers and Commercial Manager (if relevant) regarding the Change Notice from the Customer. He agrees on a course of action, time line and the deliverables and communicates the results of the discussion with the General Manager. The latter may be present depending on the nature of the subject matter. A Risk Assessment process is also started along with and all decisions taken will take the Risk Analysis into consideration. The Change Manager will work together to ensure that it is done. Again depending on the Change Notice, a meeting may not be necessary but the Change Manager informs the Technical / Operations and/or the Commercial Manager and continues to coordinate with them as necessary. If there is a rejection then step 3 is repeated. If a revision is required proceed to step 5 otherwise Step 6. |
Change Manager / Respective Business Functions |
| Step 5 |
The Change Manager discusses the revisions with the General Manager and then proceeds to discuss with the Customer. It may be necessary that he brings with him the respective functional representative or experts if it is necessary. If the Customer accepts and confirms this via a MoM, MoU, email or official correspondence proceed to Step 6. If the Customer rejects, then either the matter is closed or he makes a revised suggestion by issuing a revised or new Change Notice. Then step 1 is repeated. He may have the option to escalate the issue in accordance with the Dispute Resolution under Change Control Procedure in accordance with the Governance Process. |
Client / Change Manager / General Manager |
| Step 6 |
The Technical and Operations Managers prepare a detailed analysis and technical solution. This needs to be approved by the relevant functions of the Customer organization. Hence the Technical and Operations Managers can go ahead to conduct the necessary meetings with the Customer. It may be necessary to set up working groups both internally and with the Customer. An outcome of the detailed analysis should be a technical solution which can be presented to the Customer. This should include the Scope of Work, Bill of Quantity for Services and / or Equipment, Contract References and Implications. The solution should explain the benefits and identify clearly the deliverables. If the proposal requires both technical and commercial details to be presented together then proceed to step 8. If only a technical submission for approval is required than proceed to step 7. |
Technical / Operations Managers / Technical Sales / Planning & Engineering Manager |
| Step 7 |
The technical solution is presented to the Customer for approval. If approved proceed to either step 8 if the Commercial process is to be initiated, otherwise proceed to step 9. If there is a rejection, step 5 is repeated. |
Technical / Operations Managers / Technical Sales |
| Step 8 |
The Change Manager who is coordinating the overall Change Management Process informs the Commercial Manager and requests the preparation of a Commercial Offer. It must be noted that no charges are applied as per the contract unless: causes an increase in the overall size, scope, functionality or implementation time for the Services increases Company’s cost for provision of the Services. The commercial details and proposal should be discussed internally and have the approval of the General Manager. A review of the Risk Assessment is a must. The Commercial document includes as a minimum the price schedule, terms and conditions. It should be noted that the Commercial proposal can be submitted either after the technical approval or be submitted together. |
Change Manager / Commercial Manager |
| Step 9 |
If the technical part of the joint submission for acceptance is rejected than step 5 is repeated. This could further have an impact on the commercial proposal where step 8 should then be repeated. If the commercial proposal is rejected, than step 8 must be repeated. It must be noted that the Customer may benchmark market prices as a comparison with the proposal and will offer Company the opportunity to revise the prices. Then the Customer may consider its option under the contract with the limitations set out in Clause 5.7, supply the services from the third party. |
Client / Change Manager / Relevant Business Functions |
| Step 10 |
The Customer accepts the Change Proposal. The Change Manager informs all parties concerned and updates the Change Register and the Risk Assessment. |
Client / Change Manager |
| Review / Modification |
The Customer is given feedback during the various stages of the above process (6.1.2) to modify the Change Notice. |
Client |
| Escalation and Dispute Resolution |
The Customer during the above 2 phases (6.1.2 and 6.1.3) may at any time refer to the dispute resolution process as per the contract if he is not in agreement with Company proposals and Company can do the same. This process is described in detail in a separate chapter. |
Client / Company Management |
| Process Step |
Description |
Responsible |
| Initiated Request |
In summary this process can bring about in the first instance acceptance if okay. It may lead to Company making a proposal or raising an objection. Company could object and offer an alternative. On the other hand it leads to a dispute resolution and escalation. |
Change Manager / Sales / Contract Manager |
| Action Steps and Review - Step 1 |
Customer may request Company to submit a proposal for additional services outside the scope of works whereby the Customer sends a Change Request, informing the Change Manager. |
Client / Change Manager |
| Step 2 |
Change Manager registers the Change Request in the Change Register on the Server. Change Manager discusses with the General Management and Contract Manager the Change Request, business policy and approach. Then he establishes a program of action and setting up a time schedule. This could be to accept (step 6), object to the Change Request (step 3) or object with an alternative proposal (Step 4). If there are no major implications and where existing resources could be utilized with no impact else where then the GM may or in consultation with the Technical / Operations and / or Commercial Managers agree with the Change Request and proceed to communicate the agreement for the Proposal with the Customer via the Change Management Manager. |
Change Manager / Contract Manager / General Manager |
| Step 3 |
If there is objection to the Change Request, the Customer is informed. The Customer may only object to the Change Request to the extent anything under the Change Request requires the provision of services: not provided by Company in its usual course of business that are not customarily provided by a Managed Services provider of a similar nature and size as Company that reasonably cannot be provided or procured by Company, in particular taking into account the capabilities of its Affiliates. The Customer may revise the request and step 1 is repeated. On the other hand he can escalate the issue in accordance with the Dispute Resolution under Change Control Procedure in accordance with the Governance Process. In this case the Sales / Account Manager, the Contract Manager and respective Technical / Operations Managers informed. |
Client / Change Manager / KAM / Sales |
| Step 4 |
Company informs the Customer its objection to the Change Request and suggest an alternative proposal. The proposal is made at a high level as a concept and principle. |
Client / Change Manager |
| Step 5 |
The Customer accepts Company’s alternative proposal. Change Manager registers the alternative request in the Change Register and updating information on the objected Change Request. |
Change Manager |
| Step 6 |
The Change Manager either sets up a meeting with all parties concerned – Technical / Operations Managers and Commercial Manager (if relevant) regarding the Change Request. He agrees on a course of action, time line and the deliverables and communicates the results of the discussion with the General Manager. The latter may be present depending on the nature of the subject matter. A Risk Assessment process is also started along with and all decisions taken will take the Risk Analysis into consideration. The Change Manager will work together to ensure that it is done. Again depending on the Change Request, a meeting may not be necessary but the Change Manager informs the Technical / Operations and/or the Commercial Manager and continues to coordinate with them as necessary. If there is a rejection then step 3 is repeated. If a revision is required proceed to step 7 otherwise Step 8. |
Change Manager / Sales / Technical Sales / Planning & Engineering Manager |
| Step 7 |
The Change Manager discusses the revisions with the General Manager and then proceeds to discuss with the Customer. It may be necessary that he brings with him the respective functional representative or experts if it is necessary. If the Customer accepts via a MoM, MoU, email or official correspondence proceed to Step 6. If the Customer rejects, then either the matter is closed or he makes a revised suggestion by issuing a revised or new Change Request. Then step 1 is repeated. He may have the option to escalate the issue in accordance with the Dispute Resolution under Change Control Procedure in accordance with the Governance Process. |
Change Manager / Relevant Business Functions / Sales / Client |
| Step 8 |
The Technical and Operations Managers prepare a detailed analysis and technical solution. This needs to be approved by the relevant functions of the Customer organization. Hence the Technical and Operations Managers can go ahead to conduct the necessary meetings with the Customer. It may be necessary to set up working groups both internally and with the Customer. An outcome of the detailed analysis should be a technical solution which can be presented to the Customer. This should include the Scope of Work, Bill of Quantity for Services and / or Equipment, Specifications, user facilities, acceptance procedures, execution programs, Contract References and Implications. The solution should explain the benefits and identify clearly the deliverables. Impact to the Service Levels and other elements of the Services including the need for additional resources will need to be justified. The proposal requires both technical and commercial details to be presented together than proceed to step 10. If a pre-technical submission for approval is required than proceed to step 9. |
Technical Sales / Planning & Engineering Manager / Technical / Operations Managers |
| Step 9 |
The technical solution is presented to the Customer for approval. If approved proceed to either step 10 if the Commercial process is to be initiated. If there is a rejection, step 7 is repeated. |
Commercial Manager |
| Step 10 |
The Change Manager who is coordinating the overall Change Management Process informs the Commercial Manager and requests the preparation of a Commercial Offer. The commercial details and proposal should be discussed internally and have the approval of the General Manager. A review of the Risk Assessment is a must. The Commercial document includes as a minimum the price schedule, terms and conditions. It should be noted that the Commercial proposal will be submitted together with the formal proposal after the technical approval. It must be noted that the Customer may benchmark market prices as a comparison with the proposal and will offer Company the opportunity to revise the prices. Then the Customer may consider its option under the contract with the limitations set out in Clause 5.7, supply the services from the third party. |
Change Manager / Respective Business Functions |
| Step 11 |
The Customer accepts the Change Proposal. The Change Manager informs all parties concerned and updates the Change Register and the Risk Assessment. |
Client / Change Manager |
| Review / Modification |
The Customer is given feedback during the various stages of the above process (6.2.2) to modify the Change Request |
Client |
| Escalation and Dispute Resolution |
The Customer during the above 2 phases (6.2.2 and 6.2.3 may at any time refer to the dispute resolution process as per the contract if he is not in agreement with Company proposals and Company can do the same. This process is described in detail in a separate chapter. |
Client / Company Management |
| Process Step |
Description |
Responsible |
| Business Results and Environment |
Internally as a result of monitoring the performance of the Managed Services reviewing the Operations Plan changes and advances in technology business process improvement new skills development continuous improvement programs market situation and competitiveness Company has the possibility to identify potential for bringing about cost savings and better results for the Managed Services and the Customer |
Company Business Functions |
| Potential Benefit |
The respective functions in the Managed Services Organization as part of the regular management review or functional meetings bring about ideas for the potential benefits above. Together with the General Manager and the Change Manager, the Functional Technical, Operations and Business Managers identify specific options and proposals. This is in principle can then be discussed with the Customer to initiate the Change Process. |
All Relevant Business Functions |
| Action Steps and Review - Step 1 |
Company proposes to Customer the initiation of a Change Proposal. The Change Manager will present to the Customer a concept and potential benefit Change Proposal to the Customer. |
Change Manager |
| Step 2 |
Customer accepts and agrees that Company can make a detailed Change Proposal. The Change Manager registers the initiation of the Change Process in the Change Register in the Server. Change Manager discusses with the General Manager the, business policy and approach. Then he establishes a program of action and setting up a time schedule. |
Client / Change Manager |
| Step 3 |
As per the contract, Company, shall endeavour to identify and implement advances in technology (ii) continually improve the provision of the Services, (iii) achieve cost savings for the Customer (iv) improve Customer’s competitiveness Company shall provide the Customer with proposals and information regarding the identification and development of efficiencies. The Change Manager sets up a meeting with all parties concerned – Technical / Operations Managers and Commercial Manager (if relevant) regarding the Change Proposal. He agrees on a course of action, time line and the deliverables and communicates the results of the discussion with the General Manager. The latter may be present depending on the nature of the subject matter. A Risk Assessment process is also started along with and all decisions taken will take the Risk Analysis into consideration. The Change Manager will work together to ensure that it is done. Again depending on the Change Proposal, a meeting may not be necessary but the Change Manager informs the Technical / Operations and/or the Commercial Manager and continues to coordinate with them as necessary. |
All Business Functions |
| Step 4 |
The Technical and Operations Managers prepare a detailed analysis, technical or business solution. This needs to be approved by the relevant functions of the Customer organization. Hence the Technical and Operations Managers can go ahead to conduct the necessary meetings with the Customer. It may be necessary to set up working groups both internally and with the Customer. An outcome of the detailed analysis should be a technical solution which can be presented to the Customer. The solution should explain the benefits and identify clearly the deliverables. Impact to the Service Levels and other elements of the Services should be explained. The proposal requires that both technical and commercial details with the benefits and cost savings are presented together (step 6). If a pre-technical submission for approval is required than proceed to step 5. |
Technical / Operations Managers / Planning & Engineering Manager |
| Step 5 |
The technical solution is presented to the Customer for approval. If approved proceed to either step 6 where the Commercial process is to be initiated. If there is a rejection, step 5 is repeated. |
Change Manager / Relevant Business Function |
| Step 6 |
The Change Manager who is coordinating the overall Change Management Process informs the Commercial Manager and requests the preparation of a Commercial cost savings profile. The Change Manager also coordinates to ensure that all groups ensure that the original objective is met. The commercial details and suggestions should be discussed internally and have the approval of the General Manager. A review of the Risk Assessment is a must. |
Change Manager / Commercial Manager / Sales |
| Step 7 |
The Change Manager submits the Change Proposal to the Customer. |
Change Manager |
| Step 8 |
The Customer accepts the Change Proposal. The Change Manager informs all parties concerned and updates the Change Register and the Risk Assessment. |
Client / Change Manager |
| Review / Modification |
The Customer is able to during the various stages of the above process (6.3.3)to modify the Change Proposal |
Client |
| Escalation and Dispute Resolution |
The Customer during the above 2 phases (6.3.3 and 6.3.4 may at any time refer to the dispute resolution process as per the contract if he is not in agreement with Company proposals and Company can do the same. This process is described in detail in a separate chapter. |
Client / Company Management |
| Process Step |
Description |
Responsible |
| Technical Approval |
Depending on the scope and nature of the works relating to the Change Process,
the Technical Process for Approval is defined. The process and steps for approval should conform to the Company Quality Systems. |
Planning & Engineering Manager / Technical Sales / Technical / Operations Managers |
| Customer Approval |
It needs to be confirmed and communicated the Technical Approval of the Customer and to which level it is relevant. The counterpart and contact information should be identified. |
Planning & Engineering Manager / Change Manager |
| Review / Modification |
During any of the above processes there may be a need to review or modify the Technical Documents and re-submit. For the re-submission care must be taken that the substance of the proposal is not changed. Otherwise the earlier steps in the Change Process have to be repeated. |
Change Manager / Planning & Engineering Manager / Relevant Business Functions |
| Process Step |
Description |
Responsible |
| Technical Document and Approval |
This is to indicate that the topics in the paragraph 7.1 have been completed. |
Planning & Engineering Manager |
| Commercial Document and Approval |
This is to indicate that the topics in the paragraph 7.2 have been completed. |
Commercial Manager / Sales |
| Customer Approval |
In accordance to the contract, each proposal or offer in respect of a Change Notice and Change Request or contained in a Change Proposal shall be binding upon Company for a period of up to 1 month after its receipt by the Customer. If the Customer accepts any proposal or offer of the Customer in respect of a Change Notice, Change Request or Change Proposal, the Customer shall issue a Change Order confirming the agreed terms and conditions of the Change. Such Change Order shall be binding upon the Parties, unless the Change Order has not been issued in accordance with the Change Control Procedure (Schedule 7) and either Party has notified the relevant other Party of such non-compliance within 2 business days after the receipt of the Change Order. Upon the receipt the Change Manager shall record the result in the Centralized Change Register and communicate the fact internally. |
Change Manager |
| Process Step |
Description |
Responsible |
| Communication and Registration |
Once the Change Order has been received by Company, the Change Manager will update the Change Register and create the approved reference folder and move all soft copies into it including the scanned approved documents. He shall in an email communicate to all relevant functions of the approval and the set up of the folder. |
Change Manager |
| Handover and Responsibility |
The Change Order Manager, will handover responsibility for the Implementation to the concerned groups. These handover is recorded in the Change Control Register and confirmed by correspondence. |
Change Manager / Relevant Business Functions |
| Implementation |
The functional groups responsible for implementing the Change Order will proceed with the tasks that have been set out in the Change Order details. |
Relevant Business Functions |