1. Customer Meeting - The intent of the meeting is to gather requirements. This includes the following.
a. Confirming Objectives
b. Obtain all Use/cases
c. Identify Scope of Work
d. Key Stakeholders
g. Verify Billing Information matches the Proposal, which comes from the latest Quote within the Account section of Momentum
2. Project Creation - Once a customer has indicated that they want assistance with Professional Service work, the following steps must be completed.
a. If existing customer, the CSM will check with accounting to make sure that there are no accounting issues that warrant a halt on work.
b. Next, a proposal is created and stored within Microsoft Teams, under the Customers channel > "Name of Customer" > Files > "Project Name". NOTE - The template can be found here.
i. The initial yellow highlighted fields of the document are to be filled out along with each objective. NOTE - Each objective MUST have a number associated with it that will be used throughout the project.
c. In Asana, a project is created using the same name as the Teams "Project Name"
i. Next, you'll create a task for each objective. NOTE - Make sure you use the exact Objective Name and number.
ii. In the Description Section, of each task, you'll add the Objective details from the Proposal. NOTE - After the proposal is signed, any changes in scope or added details are to be noted within the Description Field along with the date of the change.
d. In Harvest,
- If Existing Customer - Add the project name of "Name of Customer" > Files > "Project Name". This should match the proposal and the Asana project. Add user's to the project.
- If New Customer - Create the Company, Project, and applicable Users to the project.
3. Estimate Meeting - This is scheduled with internal technical experts once the rough draft of the Proposal is completed. The objective is to confirm that there are no outstanding questions for the customer. For any objective that doesn't have outstanding questions, The technical design will be reviewed, or discussed and then an estimate will be assigned for the work. NOTE - If Subcontractor estimates are needed, then technical design/requirements will be completed by an Internal Technical Expert.
If Subcontractor Work:
i. The requirement and technical design will be sent to the Subcontractor to have them confirm the technical design viability and provide there own estimate to make sure it aligns with ours.
ii. Confirm Subcontractor availability to make sure that they align with customer expectations.
iii. IMPORTANT - Ask the Subcontractor for their confidence level in the estimates, as well as if they have experience doing the type of work that's defined. This is needed to better understand the potential of estimate overages.
iiii. IMPORTANT - Schedule a meeting to meet with the Subcontractor if there's ANY clarity required or concerns about communication.
4. Proposal Acceptance
a. Once the customer agrees to the definition of the objectives in the Proposal, they will sign and return the document.
b. The Proposal document will be saved within Microsoft Teams, under > Customers > "Name of Customer" > Files > "Project Name", with the file name of ("Name of Customer"+"Project Name"+ the wording of "Objectives Accepted". It will also be stored under Momentum as an Attachment under the Account within the Notes section. The name of the file should be the same as the filename in Teams. ("Name of Customer"+"Project Name"+ the wording of "Objectives Accepted")
5. Starting Work - Once the retainer is received, Accounting will notify the CSM who will then assign resources, and due dates, for each task, within Asana.
6. Project Management
a. In Asana, tasks are to be reviewed daily to ensure they are on time and that no outstanding questions are blocking progress
b. Billing Review - Twice a month, or sooner if the project is smaller in scale, Harvest will be reviewed and compared against the task progress to make sure the budget is on track. IMPORTANT - If the project is not on track, please escalate internally.
c. Change in Scope
Notate large and smaller have different scenarios
7. Completion & Acceptance
a. All Completed objectives should be reviewed and approved by the customer, within Asana.
b. Once approved, deployment dates need to be discussed and finalized. NOTE - Objectives Dependencies need to be kept in mind.
8. Project Archive
a. Once the project work is completed and approved by the customer, Accounting will be notified in the end of the month Billing Meeting.
b. Accounting will notify the CSM that it's OK to Archive the project in the end of the month Billing Meeting.