This document represents our means to fulfill our responsibilities to deliver value to the client on-time and within budget.

Our consultants understand that we must:

• Be “Mission Aware” at all steps of the process
• Continually seek client feedback
• Embrace flexibility – be ready to adjust (our hours, work around internal client issues)
• Embrace conflict – a natural part, our responsibility to gain their trust in our processes and motivate their commitment

Step 1 – Pre-Discovery

We will never “sell” and figure out what we’ve sold later. We will not charge for pre-discovery (as most other consulting companies do)  – it is needed to confirm what we are offering has value and to appropriately establish proposal estimates. Outputs will be clearly defined after review with client – Proof of Value – as part of our Statement of Work We must listen to the client first and speak second – we must seek to understand before being understood

Step 2 –Detailed Statement of Work (SOW)

We will listen to the client to define their needs in detail.  There is evidence of sufficient detail once the client says, “That’s what I expect.”

The SOW is a statement of the minimum that will be accomplished – we expect to add value if it arises during the course of the project – and will not charge the client for these “bonuses” (up to +5% of the original estimates).

The document will specify the key tasks/durations and delivery outputs.

Step 3 – Sound Estimates

Sound estimates of time and cost will only be as good as the understanding of the work to be performed and the resources required to complete it.

The client must know the demands on their staff and their deliverable responsibilities (availability of documentation, access to management and subject experts, etc.).  Estimates must include client work hours.  It is imperative that the client agrees to engagement task priority relative to daily operations and other projects.

Hours and costs will be calculated by phase, consultant and delivery outputs in the IIC estimation spreadsheets.

Step 4 – Project Set-Up & Communication

Minutes will be completed for all meetings (email notes confirmation is required for individual discussion outside of scheduled meetings).

Update requirements will be defined in the SOW.  Weekly Updates (email or telephone call) will be provided without charge to the client.

Step 5 – Budget Tracking

Project expenses will be established and maintained with a “To-Date Spending Report” spreadsheet:

• By phase (column1)
• Project Budget (column2)
• Budget by Year (columns3&4)
• Expense by Year (columns5&6)
• Expense v Budget - for each year (columns6&7)
• Total To-Date (column8)
• Outstanding Budget -  budget-expense for net left in budget (column9))
• Net - dollars above/below budget (column10)
• Notes – explanatory for unusual expenditures

Step 6 – Scope Management 

The degree of scope change is likely to be conversely related to the level of detail of the Pre-Discovery and in the SOW.  (See Step 2.)

We will utilize the Project Change Request (PCR) process that requires completion of the PCR form.  Each request will be defined by the requestor, estimated by IIC staff for time and cost and reviewed by the project sponsor for approval or denial.   Every PCR will require sign-off (including "bonus" work referred to under Step 2).

Step 7 – Delivery Management

A detailed project plan will be developed.

Ongoing Project Focus & Priority will be established through weekly meetings, minutes and status reports. Weekly email reminders are to be sent to each resource regarding weekly tasks (keep on-task)

IIC consultants are to never be late:

• to a meeting (unless a personal family emergency exists)
• in producing an update
• documentation delivery

All team accountabilities (tasks and deliverables) for both IIC and client staff are to be communicated and tracked.  The client must know their resource investment and level of contribution.

A risk assessment and contingency plan will be completed for each engagement.

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About The Author: Dan Pitcher, CPCU, AAM, ARP, ARM, AIM, AIAF has over 20 years of P&C executive management experience.  He now leads Insurance Insights Consulting, a process & technology management firm that works exclusively with P&C insurance companies.  He can be reached by email at dpitcher@insurance-insights-consulting.com if you have any questions you would like him to answer.

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