Giving Clients a Comprehensive View into Our Subcontractor Communication Standards, Ensuring Project Success, and Providing Transparency at Every Stage
Introduction This exhibit illustrates our commitment to transparency by outlining our communication standards and protocols with our subcontractors. It provides insight into our approach to your project, fostering trust and enhancing the client experience.
Project Overview
Each project is managed with a clear summary including objectives, timeline, key deliverables, and expected outcomes, ensuring our subcontractors align with your project goals.
Communication Expectations
Regular, proactive communication is maintained with subcontractors. Updates are shared during scheduled Ongoing Meetings (Sprint Meetings), and any issues are categorized for risk mitigation. In all communications with subcontractors, the Project Accountable (as defined in the DARCI model) from our team is included to ensure comprehensive project oversight.
Roles and Responsibilities
We clearly define each party's role, providing our clients with access to the Accountable and Decision Maker contact on each subcontractor team. This ensures swift decision-making and efficient project management.
Information Sharing and Confidentiality
Strict protocols are in place for managing sensitive information, with enforcement of non-disclosure agreements with our subcontractors. Clients may identify additional legal parameters to BS LLC upon request, ensuring the utmost security for your information.
Issue Resolution
Our issue resolution process is structured to address concerns in a systematic and efficient way:
- Identify: Our team, serving as the consulting party, acknowledges the issue.
- Categorize: We classify the issue based on its severity and risk.
- Minor Risks: These are typically managed by the subcontractor (Responsible party), as they have little impact on the overall project outcome. Our team (Accountable party) keeps track of these risks and their resolution, while the Decider may not need to be involved unless the risk escalates. You, the client (Informed party), would typically be updated about these risks and their resolution during the regular project updates.
- Major Risks: For risks that could cause delays or increase costs but don't threaten the project's success, our team (Accountable party) will actively manage the situation, perhaps bringing in the Decider if necessary for important decisions. The subcontractor (Responsible party) would work on resolving the issue. The Consulted parties would provide their input on the risk management strategies. As the client, you would be kept in the loop, with timely updates about the risk, its potential impact, and the mitigation plan.
- Critical Risks: These are risks that pose a serious threat to the project and require immediate attention. The Decider would be actively involved in this process, making key decisions to manage the risk. Our team (Accountable party) and the subcontractor (Responsible party) would work closely to resolve the issue as quickly as possible. Consulted parties may be asked to provide input or assistance in managing the risk. In these situations, it's crucial to keep you, the client, informed at each step, sharing the problem, its potential impact, and the actions being taken to mitigate it. Depending on your role, you might also fall into the Decider or Consulted categories, directly influencing the approach to risk management.
- Assign: The issue is delegated to the appropriate party (usually the 3rd party vendor) for resolution.
- Track: We monitor the progress of issue resolution and update relevant parties.
- Escalate: If necessary, the issue is escalated to higher management, ensuring it is addressed in a timely and effective manner.
- Review and Close: Once the issue is resolved, we review the process, document the solution for future reference, and close the issue in the tracking system.
Change Management
Any changes to the project, including those that fall outside the defined scope of work, are managed through a robust process:
- Request: If a need for a change that is beyond the agreed-upon scope arises, a formal change request is submitted detailing the proposed change and its potential impact.
- Review: Our team assesses the proposed change in terms of its implications for the project's timeline, budget, resources, and overall goals.
- Client Socialization: The details of the proposed change and its implications are thoroughly discussed with you, the client, to ensure understanding and alignment.
- Approve/Reject: After careful evaluation and discussion with you, the decision is made either to approve or reject the change request.
- Implement: If the change request is approved, the necessary adjustments to the project plan are made and the change is executed.
- Update: All relevant project documentation and plans are updated to reflect the change, and all parties are kept aware of the new direction.
Reporting
Reporting from our subcontractors follows a structured model:
- Weekly Status Reports: A brief overview of completed tasks and upcoming work.
- Monthly Progress Reports: Detailed updates on the project's progress, including milestones reached and any issues encountered.
- End-of-Project Reports: A comprehensive review of the project, including successes, challenges, and lessons learned.
Quality Standards and Compliance
Subcontractors are held to stringent standards, particularly when it comes to website production and marketing tech stack integrations. Standards may include SEO best practices, ADA compliance, privacy regulations, and others based on your specific project requirements.
Feedback and Performance Evaluation
A systematic process is followed to provide performance feedback to subcontractors, and clear consequences are in place for non-compliance or poor performance. This ensures your project remains on track and delivers the desired results.
End-of-Project Procedures
Comprehensive procedures are in place for the project's end, including work review, documentation handover, and capturing lessons learned. This ensures a seamless project closeout and provides valuable insights for future projects.