Improve customer relationships and establish a win-win customer cooperation system-discussion from the Project Management Group

Pharos [Gu Yulin]-CTO-Beijing [recruiting Java engineers] said:
It is a theme of the eighth annual meeting of the China Association for system and software process improvement.
Sharing by a boss of yonyou
Why do we need to improve the customer relationship?
It is clear that a win-win customer cooperation system will be established
Sometimes we are strong as Party A and passive as Party B, but both sides and interests on the one line are bound, and there is a problem of mutual degree.
As a software project delivery, there will be many
Problem
Quality Problems
Progress Problems
Cost Problems
Issues during the Software Delivery Lifecycle
After-sales service problems

Both Party A and Party B are closely related to these issues. Only co-construction and harmony between Party A and Party B can achieve a win-win situation.
Bob-PM-BJ said:
How can we achieve a win-win situation?
Pharos [Gu Yulin]-CTO-Beijing [recruiting Java engineers] said:
Customer cooperation is the inevitable way to achieve enterprise goals, and the ultimate goal of customer cooperation is to achieve enterprise goals.
Bob-PM-BJ said:
Is to make the user satisfied is the most important
Pharos [Gu Yulin]-CTO-Beijing [recruiting Java engineers] said:
On the one hand, we need to improve the customer relationship so that the customer relationship can develop smoothly. On the other hand, we need to improve customer satisfaction, cultivate and increase customer loyalty.
Huyg-.net-BJ said:
Our company has such a situation ., Party A shall coordinate with Party B on acceptance issues .. Rather than Party B's initiative and Party
Pharos [Gu Yulin]-CTO-Beijing [recruiting Java engineers] said:
Write down this question and wait for communication.
What is the core of customer satisfaction?
Let's talk about it.
That is, the basis for win-win
?
Have you considered this problem?
Susan-PM-Hubei said:
Meet expected goals
Blue-PM-BJ:
Meet Requirements
No errors
Pharos [Gu Yulin]-CTO-Beijing [recruiting Java engineers] said:
Hmm
Susan-PM-Hubei said:
Proactive attitude
Pharos [Gu Yulin]-CTO-Beijing [recruiting Java engineers] said:
Well, what else?
Blue-PM-BJ:
Maintenance Service
Pharos [Gu Yulin]-CTO-Beijing [recruiting Java engineers] said:
Everyone is right.
Huyg-.net-BJ said:
Fulfill customer requirements within the cost range
Gong Hong-PM-it-Shanghai said:
Information sharing
Pharos [Gu Yulin]-CTO-Beijing [recruiting Java engineers] said:
Back to the origin, the core is to maximize the benefits
Songhuijuan1982@hotmail.com says:
Good reputation
Pharos [Gu Yulin]-CTO-Beijing [recruiting Java engineers] said:
This benefit includes the company, department, and individual.
The benefit is not necessarily money, but there is a lot of need
Be so drunk (Kiss me, baby !) Said:
Attitude is important no matter what you do.
Pharos [Gu Yulin]-CTO-Beijing [recruiting Java engineers] said:
The following are examples of sharing common interests:
A financial unit carries out financial accounting system transformation, from secondary development of tax functions to Secondary Development and Implementation of the Report center, and many other tasks that require heavy workload, Party B's software project team has estimated the workload, the finance department raised a question about the project scale and hoped to reduce the demand. The finance department replied, "Don't worry about the cost budget." As a result, the contract price is RMB 3 million, the Information Technology Department of Party A is deeply disturbed by such a large budget and raises a question. At this time, most of the requirements of the project team have been fulfilled. What should I do?
Vi said:
Shenzhen first
Boardpang-IT-PL-Suzhou said:
Staging
Pharos [Gu Yulin]-CTO-Beijing [recruiting Java engineers] said:
Shenzhen first?
What do other friends think?
Songhuijuan1982@hotmail.com says:
Re-evaluate requirements
Be so drunk (Kiss me, baby !) Said:
Balance demand and valuation
Vi said:
Sorry, Lao Gu. The error window is displayed.
Be so drunk (Kiss me, baby !) Said:
Cut down some requirements
Pharos [Gu Yulin]-CTO-Beijing [recruiting Java engineers] said:
We will try to analyze Party A: Financial Department 1, owner, Information Center 2, core Department 2, and management.
Word width-unemployment-Shanghai:
Bring it and finance together for a meeting
Pharos [Gu Yulin]-CTO-Beijing [recruiting Java engineers] said:
Even Party A has different interests.
Bob-PM-BJ said:
Yes, the benefit is not just money, but re-estimate the cost.
Pharos [Gu Yulin]-CTO-Beijing [recruiting Java engineers] said:
Of course, the financial department is more beneficial, while the information between China and the West requires overall planning and spending money on planning. It is fundamental to do things with less money, however, if Party B is more profitable and less profitable, it must control the scope of the demand. Otherwise, the cost is too high and there is no benefit.
Susan-PM-Hubei said:
Financial and information needs to be re-evaluated for uncertainty
Be so drunk (Kiss me, baby !) Said:
Contact the allied forces from Party
Pharos [Gu Yulin]-CTO-Beijing [recruiting Java engineers] said:
What are the common interests? Spend the most appropriate money to do the most necessary work.
Boardpang-IT-PL-Suzhou said:
Meal first
Pharos [Gu Yulin]-CTO-Beijing [recruiting Java engineers] said:
Result: The Information Technology Department and the project team reduced the demand, reduced the budget, and gradually reached an agreement with the finance department.
This is the most common process of balancing interests.
Case 2
Boardpang-IT-PL-Suzhou said:
We have encountered such a problem with the Bank in several phases. The first phase is the most necessary in the budget.
Bob-PM-BJ said:
Is how much it costs to do things.
Pharos [Gu Yulin]-CTO-Beijing [recruiting Java engineers] said:
A Party A shall implement the ERP project and develop the Fund receiving and payment system at the same time (Party B 1 is responsible for). An important function of this fund system is to export certificates to the ERP general ledger module, at that time, the customer's requirement personnel proposed how to check the Fund receiving and payment system and the general ledger. The consulting team of the two companies involved in the implementation of this project proposed that the fund system and the general ledger system generate flat files respectively, manual verification by the finance department.
What will happen? Let's talk about it.
Boardpang-IT-PL-Suzhou said:
Add Finance Department
Mole -- O & M leader -- Shanghai said:
If there are too many accounts, it's not a fight.
Boardpang-IT-PL-Suzhou said:
Not necessarily willing to do
Risky
Mole -- O & M leader -- Shanghai said:
Financial labor costs will increase significantly
Pharos [Gu Yulin]-CTO-Beijing [recruiting Java engineers] said:
Hmm
Mole's right
Blue-PM-BJ:
Why not?
Pharos [Gu Yulin]-CTO-Beijing [recruiting Java engineers] said:
Benefits of Party A: How fast and easy to do
Party B 1 to maintain the status quo
Party B 2, the lowest cost of connection, because Party B 1's system is not familiar with itself, the workload will surge. Therefore, we proposed a scheme for manual connection.
The results are obvious,
The customers of Party A's IT department and Finance Department are very dissatisfied with each other, and therefore have opinions on the consulting team of Party B's two companies.
Be so drunk (Kiss me, baby !) Said:
First, implement some functions that do not significantly affect Party A's work and processes.
Pharos [Gu Yulin]-CTO-Beijing [recruiting Java engineers] said:
Directly affects future partnerships
Sub-lines are simple. Party B needs to consider the customer
Case 3
Mole -- O & M leader -- Shanghai said:
If Party B does not consider the customer's point of view, if the number of manual reconciliation accounts is large, the error rate will increase.
Be so drunk (Kiss me, baby !) Said:
Party A tells Party A that to implement this function, it is necessary to increase the number of maintenance personnel and the coordination with other departments, which makes it more difficult to launch the system. Generally, Party A's business department will listen to this function.
Mole -- O & M leader -- Shanghai said:
The right solution must be added to the customer's perspective within the feasible scope, so that the customer can easily accept and implement it.
Pharos [Gu Yulin]-CTO-Beijing [recruiting Java engineers] said:
If Party A wants to implement an ERP project, Party B 1's company will subcontract the project to Party B's company two for implementation. As Party B's company two's implementers are new to Party B, many problems have occurred during project implementation, the implementation was barely completed, and ERP was barely usable. manual adjustment was required at the end of the month and the implementation was semi-automated. The IT department of Party A was very dissatisfied and asked Party B 1 for help, company B 1 refused to go to the site on the grounds that the project was to be lost.
What will happen?
Be so drunk (Kiss me, baby !) Said:
Reject acceptance
Blue-PM-BJ:
Did Party B get all the money?
Pharos [Gu Yulin]-CTO-Beijing [recruiting Java engineers] said:
Pair
Blue-PM-BJ:
Party A is relatively simple
Be so drunk (Kiss me, baby !) Said:
There is maintenance money.
Pharos [Gu Yulin]-CTO-Beijing [recruiting Java engineers] said:
Hmm
Susan-PM-Hubei said:
That's too bad.
Pharos [Gu Yulin]-CTO-Beijing [recruiting Java engineers] said:
Not all of Party A's achievements
Gong Hong-PM-it-Shanghai said:
Otherwise, Party B wants to abandon Party A's customer.
Mole -- O & M leader -- Shanghai said:
Full payment will not be made without acceptance.
Blue-PM-BJ:
In the future, Party A will not find another project.
Be so drunk (Kiss me, baby !) Said:
Cooperation screwed up and there will be no projects in the future
Pharos [Gu Yulin]-CTO-Beijing [recruiting Java engineers] said:
Yes.
Blue-PM-BJ:
Merchant's thinking
Susan-PM-Hubei said:
This is not the case. Party A estimated that it would need to find someone to implement ERP again.
Pharos [Gu Yulin]-CTO-Beijing [recruiting Java engineers] said:
Yes, everyone can understand this.
Hz_wm-Shanghai:
Payment can be made without acceptance. A maximum of payment is the first payment.
Pharos [Gu Yulin]-CTO-Beijing [recruiting Java engineers] said:
Well, this is very simple. In the end, only one hammer can be sold. Up to now, Party A has deducted 10% of the implementation fee from Company B.
Susan-PM-Hubei said:
He is cheaper than 10%.
Hz_wm-Shanghai:
10% is too small.
Be so drunk (Kiss me, baby !) Said:
Our company never considers the final payment, because it generally cannot receive
Allen Luo-PMo pm-BJ said:
Well, I think a compromise is to sign the second contract and optimize the system.
Mole -- O & M leader -- Shanghai said:
The first one is up to 30%. I'm talking about the full payment.
Bob-PM-BJ said:
Yes! Maintain a good relationship
Gong Hong-PM-it-Shanghai said:
If Party B refuses to go to the site, the conflict between Party A and Party B has long existed.
Boardpang-IT-PL-Suzhou said:
Since then, Party A has lost confidence in ERP, driving industry companies and impacting the software industry.
Pharos [Gu Yulin]-CTO-Beijing [recruiting Java engineers] said:
The core is that a good company of Party A needs to be carefully maintained by Party B and should be continuously developed.
Blue-PM-BJ:
Aha
Bob-PM-BJ said:
Party A is easy to search for other manufacturers, so there is no reputation
Susan-PM-Hubei said:
Who dares to optimize it?
Bob-PM-BJ said:
Cannot mix in the future
Party A cannot drink porridge.
Be so drunk (Kiss me, baby !) Said:
The problem is that company B 1 has subcontracted to Company B 2.
Susan-PM-Hubei said:
Is the subcontract indicated in the contract?
Be so drunk (Kiss me, baby !) Said:
Implementation personnel of Party B 2 are not good, and Party B 1 is also responsible
Allen Luo-PMo pm-BJ said:
Well, in many cases, it is better to compromise than to reinvent or put it on hold.
At least I think this is a solution.
Of course, some difficult problems need to be solved during actual operations.
Gong Hong-PM-it-Shanghai said:
The key to the problem is that Party A has been kidnapped by Party B.
Bob-PM-BJ said:
Sometimes the project must be strong, and it may not be difficult to compromise
Pharos [Gu Yulin]-CTO-Beijing [recruiting Java engineers] said:
If Party B has done subcontracting, Party A is usually unable to judge
Allen Luo-PMo pm-BJ said:
A compromise is not a surrender, but a soft alternative.
Blue-PM-BJ:
If necessary, you can claim compensation.
Bob-PM-BJ said:
Yes
Pharos [Gu Yulin]-CTO-Beijing [recruiting Java engineers] said:
This example damages the foundation of business cooperation.
Bob-PM-BJ said:
Improper Compensation
Pharos [Gu Yulin]-CTO-Beijing [recruiting Java engineers] said:
Compensation goes through the legal process. No one can afford it for one year.
Blue-PM-BJ:
Why is there no clause in the contract?
Those who hate integrity the most
Pharos [Gu Yulin]-CTO-Beijing [recruiting Java engineers] said:
If the cost of a large project is equal to that of the project, the small amount is not worth the candle.
Gong Hong-PM-it-Shanghai said:
Even if the decision takes effect, it is difficult to execute it.
Mole -- O & M leader -- Shanghai said:
It is very difficult to implement the terms. Otherwise, there will not be so many people.
Pharos [Gu Yulin]-CTO-Beijing [recruiting Java engineers] said:
Haha, some facts are the accumulation effect, and Party B does not want to smash it, but the control is not good.
Mole -- O & M leader -- Shanghai said:
No company is willing to go to court.
Be so drunk (Kiss me, baby !) Said:
Generally, the core system has a system compensation requirement. Other systems have one eye closed.
Huyg-.net-BJ said:
It's a bit similar to what I said before.
Pharos [Gu Yulin]-CTO-Beijing [recruiting Java engineers] said:
Case 4
If a financial Party A develops a fund system project, Party B will eventually win the bidding. The project contract amount is RMB 0.9 million. The actual delivery cost of Party B's project team exceeds the contract price of RMB 0.3 million, and the project actually loses money, as the project continues, Party A requires Party B to calculate the actual losses. Will party A consider the losses incurred by Party B in the early stage?
Be so drunk (Kiss me, baby !) Said:
This is generally reflected in Phase II Cooperation.
Mole -- O & M leader -- Shanghai said:
Generally
Gong Hong-PM-it-Shanghai said:
You should consider it. Otherwise, how can the project proceed !!
Huyg-.net-BJ said:
Problems with Party B's Evaluation
Be so drunk (Kiss me, baby !) Said:
For example, if multiple features are developed in a phase, the corresponding cost will be increased in Phase II.
It will not be given in the current period.
Pharos [Gu Yulin]-CTO-Beijing [recruiting Java engineers] said:
What we are talking about is a real problem.
From the perspective of common interests, how can we change reasonable results?
Huyg-.net-BJ said:
Phase I lost .. Phase II is basically not feasible
Be so drunk (Kiss me, baby !) Said:
The current loss is not a loss.
Long-term cooperation is real gold and silver
However, you must clearly inform Party
Pharos [Gu Yulin]-CTO-Beijing [recruiting Java engineers] said:
Lao Wang's analysis is in place
Blue-PM-BJ:
This part is too big.
Pharos [Gu Yulin]-CTO-Beijing [recruiting Java engineers] said:
But a premise is required.
Ask the two sides about the current situation of cooperation and what is the reason for overbudgeting
Susan-PM-Hubei said:
Check how the contract was signed.
Be so drunk (Kiss me, baby !) Said:
Otherwise, it becomes a ransom.
Pharos [Gu Yulin]-CTO-Beijing [recruiting Java engineers] said:
If the cooperation is not good and there is basically nothing below, Party B will be kidnapped.
The reality of this project is
The project teams of both parties basically cooperate with each other. The reason for the loss is the heavy workload. Party B shall bear part of the Project Opportunity costs.
Analyze the interests of both parties
Party A's project contracts are usually not subject to changes, and Party B is expected to bear the losses.
Blue-PM-BJ:
Didn't Party B realize it would lose money?
Pharos [Gu Yulin]-CTO-Beijing [recruiting Java engineers] said:
If the cooperation between the two parties is pleasant, Party B agrees with Party A. The excess value is due to the constant adjustment of Party A's demands and is not suitable for direct rejection. That is to say, Party B's management and control capabilities are insufficient, but Party A is sympathetic to the management.
Blue-PM-BJ:
Party A is the main reason
Pharos [Gu Yulin]-CTO-Beijing [recruiting Java engineers] said:
From the perspective of win-win, we can judge the results based on the above assumptions.
Two possibilities
Blue-PM-BJ:
The change requires money.
Pharos [Gu Yulin]-CTO-Beijing [recruiting Java engineers] said:
1. Party A will consider the phase II development contract to compensate this part
2. Follow the change process to increase the amount
The result of this case is that party a finally agrees to make up for the losses twice.
Blue-PM-BJ:
Reasonable
Pharos [Gu Yulin]-CTO-Beijing [recruiting Java engineers] said:
As long as the customer relationship is in place and the service reputation is good, Party A is also reasonable.
Mole -- O & M leader -- Shanghai said:
Well said
Huyg-.net-BJ said:
Party A will pay for part of Party B's mistakes
Pharos [Gu Yulin]-CTO-Beijing [recruiting Java engineers] said:
In the industry, it is usually done in the second phase of compensation, and Party B should be in a bid.
Blue-PM-BJ:
No mistakes made by Party B
Pharos [Gu Yulin]-CTO-Beijing [recruiting Java engineers] said:
Well, as Party B, Party A's change requirements are sometimes hard to reject
Last case
A Party A wants to carry out a product transformation project. Because the project implementation and development are complicated and the project volume is large, Party A's IT manager puts forward the requirements for reviewing major projects by teams and project managers. A company of Party B recommends Project Manager A and Team A who have successfully cooperated with the manager to him, but a is not familiar with the product. What should I do? What will party A do?
Blue-PM-BJ:
Substitution
Be so drunk (Kiss me, baby !) Said:
In some projects, Party A will interview relevant personnel of Party B
Mole -- O & M leader -- Shanghai said:
However, Party B cannot accept the change and confirm with Party A that the core must be changed. Sometimes, the customer's thinking is not necessarily true. It is necessary to guide the customer to a flexible way. Party A can approve Party B. the cost change is also controllable, and other non-essential ones can be set up for Phase 2. In this regard, our company has a PM doing well.
Susan-PM-Hubei said:
Interview pm
Blue-PM-BJ:
Or Add a new person.
Be so drunk (Kiss me, baby !) Said:
If it does not meet the requirements, it is understandable to the retired
Some personnel, PM, cannot be dismissed directly, so that Party A can come forward, saving Zhou Zhang
Flytoegg-Technical Director-Tianjin said:
Oh ~~~~
Gong Hong-PM-it-Shanghai said:
Equipped with a product expert
Mole -- O & M leader -- Shanghai said:
Change Team members
Blue-PM-BJ:
Substitution,
Pharos [Gu Yulin]-CTO-Beijing [recruiting Java engineers] said:
Good Analysis
Word width-unemployment-Shanghai:
It is feasible to add an expert.
Pharos [Gu Yulin]-CTO-Beijing [recruiting Java engineers] said:
But do you really consider the common interests?
Blue-PM-BJ:
No
Pharos [Gu Yulin]-CTO-Beijing [recruiting Java engineers] said:
Cooperation between the company and the company
First, the cornerstone of trust
Trust, cooperation between people
Blue-PM-BJ:
Ability, Character
Mole -- O & M leader -- Shanghai said:
One more team can be recommended to inform Party A of the advantages and disadvantages of each team so that Party A can choose
Pharos [Gu Yulin]-CTO-Beijing [recruiting Java engineers] said:
Although the project manager is not familiar with the product, Party A has successfully cooperated with the previous project and trusted people. This trust is more about coordination of organizational management capabilities and responsibility, and technology is not the core.
Party A has its own judgment
Supplemented by a Technical Manager, Party B's team will be accepted by Party.
The result is
The project manager did not go through the so-called review by Party A and directly agreed
The customer's feedback is that she has a personal brand, her team, and a fighting team.
Sub-lines: individuals and teams must have brand awareness, which can help customers reduce their risk concerns.
Blue-PM-BJ:
Unfamiliar products may cause many problems
Mole -- O & M leader -- Shanghai said:
Understand
Pharos [Gu Yulin]-CTO-Beijing [recruiting Java engineers] said:
Many Party A will directly designate the project manager, saying that except for someone who does not agree to bring the project
Be so drunk (Kiss me, baby !) Said:
It's all cool. Nobody knows anything.
Pharos [Gu Yulin]-CTO-Beijing [recruiting Java engineers] said:
Add a Technical Manager familiar with the product to solve the problem.
Mole -- O & M leader -- Shanghai said:
Thank you for your explanation.
Pharos [Gu Yulin]-CTO-Beijing [recruiting Java engineers] said:
Or you can get familiar with it directly. Any product will understand it in January.
Be so drunk (Kiss me, baby !) Said:
No one in my project has any product experience, and all of them come through.
Susan-PM-Hubei said:
Thank you
Gong Hong-PM-it-Shanghai said:
Individuals and teams must be aware of the brand. This sentence has benefited a lot.
Blue-PM-BJ:
Party A is not completely rational
Mole -- O & M leader -- Shanghai said:
Products have never been familiar with the process
Pharos [Gu Yulin]-CTO-Beijing [recruiting Java engineers] said:
They are all people, and they share the same thing.
Blue-PM-BJ:
Yes, yes
Pharos [Gu Yulin]-CTO-Beijing [recruiting Java engineers] said:
OK, today's sharing is here first. Thank you for your participation.