THE POLARIS (PROVEN?) PROCESS
We would like a diagram/flow sheet created that illustrates what our process for working with clients looks like. The purpose of this diagram is so that our sales people can display the graphic (for brochure, presentation, website) and walk through it with a potential client to familiarize them with what they can expect in working with Polaris; from introduction/on-boarding to a long term relationships, which is our ultimate goal.
[Reference attached PolarisProcess2]
STAGE 1 is a linear (1 time) process for finding and qualifying potential clients to determine if Polaris and the client are a good match for working together - This stage includes:
INTRO – 1ST Meeting
1) introduction meeting to see if Polaris and potential client are good FIT
2) Talk about both US(Polaris)/YOU (client) - Review clients needs, current pains
3) Review Polaris SKILLSETS, capabilities
4) Investigate potential for PARTNERship relationship
5) REVIEW this PROCESS
DISCOVERY – 2nd Meeting
1) RELATIONSHIP DETAILS – how would relationship work
2) CONTRACTS/TERMS – ID and potential hurdles (bad terms)
3) KEY STAKEHOLDERS – Intro/meet key people in relationship, if not done in 1st meeting
4) Discuss potential business opportunity – FORECASTS in future
OPPORTUNITY DEFINITION – if all looks good for a potential relationship
1) Discuss 1st project to use as a trial
Stage 2 (PROPOSAL), Stage 3 (PROJECT EXECUTION) , and Stage 4 (FOLLOW-UP - after project is complete) ARE THEN A CONTINUOUS PROCESS (loop). In the center of this continuous loop/circle/triangle is the ongoing process of RELATIONSHIP DEVELOPMENT.
STAGE 2 – PROPOSAL
1) SCOPE – define / refine scope for potential project
2) DEFINE /Discuss project RISKS
3) DEFINE SUCCESS – Ask client what needs to happen in the project in order for them to deem the project a success (i.e. on time, in budget, etc.)
4) INCORPORATE INNOVATIVE SOLUTIONS – Polaris to generate ideas, use of technology, out-of- the-box thinking to offer a value add to client. Don’t just give them what they ask for.
5) Provide quote including detailed deliverable and PRICING
STAGE 3 – PROJECT EXECUTION
1) DEFINE PATH TO SUCCESS – Put together a strategy to accomplish all project goal including project success goals as defined in Stage 2
2) PROACTIVE COMMUNICATION – schedule regular DESIGN REVIEW meetings with the project team, management team, include meeting minutes. Be proactive in discussing any issues, scope changes, potential risks, in a timely / transparent manner
3) RISK MITIGATION – Discuss risks defined in Stage 2, identify any additional risks generated by the project team and create a plan to minimize potential of risks. Risk assessments are also evaluated/added as part of the Project Lifecycle Tracking process.
4) PROJECT LIFECYCLE TRACKING – Project management continuously evaluating project resources, budget, schedule, optimization opportunities, and identifying major roadblocks that require change management.
STAGE 4 – PROJECT CLOSE (change header from FOLLOW-UP)
1) CUSTOMER SURVEY (Add) – For all significant projects
2) PROJECT CLOSE MEETING – For all significant projects or as deemed necessary by any member of the project team
a. SUCCESS ACHIEVED? – Review defined success definition from Stage 2 and determine if project was a success
b. LESSONS LEARNED – Identify any issues from the project that can be alleviated in future projects, both from the client and Polaris
c. FUTURE SUCCESS PLAN – Create a short written plan to insure that any issues identified will be communicated and addressed on upcoming projects
RELATIONSHIP DEVELOPMENT (better phrase?) – Should be displayed in the middle of the diagram as a continuous process throughout each project and the duration of a relationship with long-term clients
1) SHARE BEST PRACTICES – share new industry standards, technology ideas
2) INNOVATION – constantly on the lookout for opportunities that will help our clients become more efficient, safer, cost effective.
3) FUTURE PLANNING – continuously communicating with the client about upcoming opportunities, yearly/quarterly business forecasts, anticipated need for specific Polaris resources to insure Polaris has the right resources available when the client needs them.
We are always in the process of proactively looking for opportunities to benefit clients. This is a continuous cycle while working on existing projects, as well as presenting ideas to our partners as we learn of them from other clients, projects, or research.
We would like this to be as simple as possible, yet capture the above and info contained in the attached whiteboard drawing. What about a very simple diagram, that can expounded on in a more detailed diagram, i.e you click on one of the phases and it describes in greater detail each of the phases. ?