#COUP2015@coup2015

#COUP2015@coup2015

Helen BakerHead of Purchasing

Mark HarrisSales Manager, Direct Channel

How Managing Contracts Works

UWE & Canon Partnership

• Canon won UWE initial tender in 2005 via OJEU Tender

• UWE went back to tender via CCS in 2010 with award in 2011

• Total machine base of 252 of which 174 are MFPs and 78 Single Function Printers (SFPs)

• UWE uses Pharos Blue Print Management Software

• Account Reviews have evolved over this time

• UWE purchase machines not lease

Why do Contract Management?

Why is Contract Management important?

Contracts often contain terms and conditions, obligations and commitments that need to be managed effectively to obtain the maximum value from the contract relationship

When is Contract Management valuable?

Whether a contract requires dedicated contract management depends on a number of criteria, such as:• Contract value• Contract length• Complexity of services• Level of risk

Why do Contract Management?

There are three distinct areas of supplier relationship:

• Contract Administration: This is the formal “nuts and bolts”, small print management of the physical contract

• Service Delivery: Management of the delivery of the products or service. This ensures the supplier meets the service performance and quality that is required. Service delivery is managed by adherence to Service Level Agreements and KPIs

• Relationship Management: This ensures that the relationship between the company and supplier is mutually constructive and problem free.

Benefits of Contract Management?

These can be far reaching and will depend on the type of contract being managed – examples

• Collaboration• Risk reduction• Continuous improvements / innovation• Benchmarking - costs or savings • Management information• Joint problem solving• Fraud identification • Market information • Relationship building

Who should attend the Contract review

• University

• Procurement Lead – preferably the person who carried out the tender

• Key Customers involved in the day to day operation of the contract

• Supplier

– Local Account Manager

– SUPC/ Framework Account Manager

– Service Manager

Typical Agenda Content

• Canon & UWE Updates • Actions Log & Delivery Lead Times• Service Review inc KPIs/ SLAs• New installations/Outstanding Orders• Finance issues – Invoices and annual accounts update• Health & Safety• Sustainability/Environment/CSR• Equality & Diversity• AOB & next meeting date

Canon / UWE Updates

• General information from both parties to ensure that key knowledge which could effect service levels is shared.

• UWE examples include :- • Reorganisations or restructures• New buildings or closures

• Canon examples include :-• New contract wins• Restructures/ mergers/ acquisitions • New software systems • Technology updates

Contract KPIs

What are the KPIs we are monitoring?

• Delivery Lead Times: 20 days (from order receipt)• Relocation Lead Times: 10 days (from order receipt)• Response Times: 4 hours (fleet average per quarter)• First Time Fix: 90% of calls• Fleet Uptime Target: 97%• UWE invoice payment days

Action Log

Deliveries

Re-site Information

Executive Service Summary

Management Information Tracker

Fleet Uptime

Response V Down Time

First Time Fix

MIF Service Call Analysis

Volume Distribution

High Volume Top 10

Product Life Planning

• 47 Devices (4 now)

• 2 Devices Passed PLP Life

• 2 devices with more than 2 years life

• 0 device with less than 1 years life

Health and Safety / Environment/CSREquality and Diversity

• Any reported Health and Safety issues• Sustainability Report 2014 available on website• Kyosei – ‘Living and working together for the common good’• Green Initiatives/ CSI • Latest Awards

Issues we have resolved

• Delivery lead times new machines

• Engineer call out issues – software system

• Invoice issues – UWE late payments

• First time fix – significant improvement

• Improved response times

Any Questions?