BUSINESS RELATIONSHIP MANAGEMENT PROCESS
Code: C
Version: V1
Date of version: ddmmyyyy
Created by: Technical Writer
Approved by: Manager
Confidentiality level: High
Change history
Date Version Created by Description of change
xx/xx/2013 0.1 Basic document template
Table of contents
1.PURPOSE, SCOPE AND USERS 3
2.REFERENCE DOCUMENTS
3.POLICY 3
3.1CUSTOMER PORTFOLIO 3
3.2CUSTOMER SATISFACTION 4
1. Purpose, scope and users
The aim of this document is to define the purpose, scope, principles and activities of the Business Relationship Management process.
This document is applied to the entire SMS.
Users of this document are all employees of [organization name], as well as all external parties who have a role in the SMS.
2. Reference documents
• Design and Transition of New or Changed Services Process
• Service Level Management Process
• Change Management Process
• Communication Procedure
• ISO/IEC 20000-1:2011, clause 7.1.
3. Policy
Business Relationship Management is the process that provides a link between customers and [organization name] on a strategic and tactical level.
[organization name] uses Business Relationship Management (BRM) to:
• Establish a business relationship with customers
• Understand the customers’ needs and value perception
• Establish and formulate business requirements for new or changed services
• Ensure that [organization name] meets customers’ business requirements
• Interfere when there is a conflicting situation on an operational level
• Serve as a formal escalation process
3.1 Customer Portfolio
[role description] is responsible to fill and maintain customer portfolios to manage information about customers; see Customer Portfolio in Appendix.
The customer agreement portfolio is defined and maintained in the Service Level Management Process (see Customer Agreement Portfolio in Appendix of Service Level Management Process).
[tool name] is used to host information about customer portfolios.
[Business Relationship Manager] is responsible to define mandatory content of the portfolio.
3.2 Customer satisfaction
Customer satisfaction with existing services and [organization name]’s performance is the primary focus of the Business Relationship Management process. [Business Relationship Manager] is responsible for ensuring that the Customer satisfaction survey (see Customer Satisfaction Survey in Appendix) is carried out twice a year, with results recorded and analyzed. [Business Relationship Manager] manages all issues that arise from the survey and identifies opportunities for improvement documented in the Service Performance Review Report (see Appendix).
Process
The process consists of two sub-processes:
• BRM Process Activities: The sub-process describes the periodic activities which the Relationship Manager initiates to maintain business relationship.
• Requirement Initiation by Customer: The sub-process describes the activities followed when the customer logs a complaint with the Relationship Manager.
The periodic and ad-hoc communication between the customer and the Relationship Manager to fulfill other Project Management activities are kept out of the scope of the document.
BRM Process Activities
1. Starting, the last fortnight of June and December, the Relationship Manager sends out the most recent versioned Customer Satisfaction Survey form to all customers in the Customer Portfolio.
2. The Relationship Manager receives the filled in form from the customers and evaluates the form for its score.
3. Based on the score, the Relationship Manager classifies the customers as RED or GREEN. The RED are the customers with a score less than 95%.
4. The Relationship Manager identifies the issues, writes a Service Performance Review and marks out the agenda for the Continual Service Improve (CSI) meeting. Consults the customer if required.
5. The Relationship Manager shares the Service Improvement Plan (SIP) with the customer at the end of CSI meeting.
Note: The CSI meeting discusses the C-SAT for all customers. The RM shares the relevant SIP items for their respective customers only.
Requirements Initiation by Customer
1. The customer logs a complaint with the Relationship Manager in Customer Complaint Report format shared with him/her.
Note: The customer can initiate complaint at any time during the year, and is not bound by the periodicity as the Relationship Manager.
2. The Relationship Manager evaluates the complaint for its severity and urgency and categorizes it into:
a) High: Needs immediate action.
b) Medium: Taken up in CSI Meeting
c) Low: Schedule accordingly
3. Based on the categorization the Relationship Manager performs the following steps:
a) High: Immediately calls for all project stakeholders and plans for resolution of the complaint. Communicates with customer regarding the plan and schedule for the resolution.
b) Medium: Holds and defers it to be taken up next CSI Meeting.
c) Low: Works on an ongoing resolution during the course of the project and operations.
4. The Relationship Manager closes the complaint after taking the appropriate action and records the complaint in Service Performance Review document.
• Roles and Responsibilities
The following RACI matrix describes the responsiblities of different roles involved in the BRM process:
Role | Sub-Process Project Manager Operations Manager Business Relationship Manager (BRM) Client’s
Management Team
Process Activities
Initiation by Customer
Remarks: RACI Model determines the level of involvement of a job role in a particular activity. Each alphabet in the RACI acronym stands for:
• Responsible (also Recommender): Those who do the work to achieve the task. There is at least one role with a participation type of responsible.
• Accountable (also Approver or final approving authority): The one ultimately answerable for the correct and thorough completion of the deliverable or task, and the one who delegates the work to those responsible. In other words, an accountable must sign off (approve) work that responsible provides. There must be only one accountable specified for each task or deliverable.
• Consulted (sometimes Consultant or counsel): Those whose opinions are sought, typically subject matter experts; and with whom there is two-way communication.
• Informed: Those who are kept up-to-date on progress, often only on completion of the task or deliverable; and with whom there is just one-way communication.
• Measurement
o Metrics
The various metrics in capacity management process are:
• Number of Survey Questions
• Number of Surveys done by BRM
• Service Satisfaction Score
• Number of Customer Initiated Complaints
• Number of Post-Survey Actions Taken
o Key Performance Indicators (KPIs)
• Number of Surveys done by BRM: At least two in a contracted year.
• Service Satisfaction Score: Greater than 95%.
• Number of Customer Initiated Complaints: Maximum two in a contracted year.
• Number of Post-Survey Actions Taken: One service improvement plan meeting mandatory when customer submits a score of less than 95%.
• Managing Records Kept on Basis of this Document
Record name Storage location Person responsible for storage Retention time
Customer Portfolio \docpathname\... Business-Relationship-Manager 7 years
Customer Complaint Report \docpathname\... Business-Relationship-Manager 1 year
Customer Satisfaction Survey \docpathname\... Business-Relationship-Manager 3 years
Service Performance Review \docpathname\... Sr. Business-Relationship-Manager 5 years
• Validity and Document Management
This document is valid till the 31/12/2017
The owner of this document is
• Glossary
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