Customer Program Hand Off Between Implementation and Sales Support Phase SOP

Created by Wilson, Lindsey, Modified on Tue, 12 Nov at 1:20 PM by Wilson, Lindsey

SOP – Customer Program Hand Off Between Implementation and Sales Support Phase
Date:4/28/24	Group: CSC Team Implementation Manager Role

Introduction

This Standard Operating Procedure (SOP) outlines the process for communicating the hand off of certain tasks and activities from the implementation phase to the sales support phase.

This process involves communicating changes to the category management, buying organization and demand planning inventory teams.

Purpose

After a bid award or other type of program has been implemented by the implementation manager, demand has been set and communicated to all parties (RAM/NAM, customer, category management, buying organization and demand planning inventory teams), there should be a soft hand off between the 2 phases.

It is important to communicate closely with the RAM/NAM to seek alignment in terms of the soft hand off. Once aligned, the following activities will move to the sales support phase.

Reviewing Demand

The supply chain specialist will be responsible for pulling the awarded demand reports from PowerBI and review each week and be prepared to communicate the findings to the sales support manager and the RAM/NAM. The implementation manager will need to be consulted in the event there are any unresolved issues or discrepancies in what was awarded versus the demand loaded.

The following tasks are recommended for review and communication:

Safety Stock – is safety stock loaded for every part? If not, the supply chain specialist must be research

Forecast - is forecast loaded for every part? If not, the supply chain specialist must be research

Part Status - the supply chain specialist must be able to address all part status types

Out of Stock – if the branch is out of stock, has an IBT been issued to satisfy the safety stock requirement as per the annualized qtys per the bid award?

Partial Stock – if the branch is short of the safety stock requirement as per the annualized qtys per the bid award, what is the eta for the branch coming back into stock?

Not Stocked – what is the root cause for the part not being stocked at the branch? Is this due to annualized qtys for the part 5 or less annualized? If yes, the supply chain specialist must be able to request IBTs from the DC to satisfy the safety stock requirement as per the annualized qtys per the bid award

Supplier Issues - the supply chain specialist is responsible for communicating any supplier issue that impacts the bid award; i.e. part will not be available for a certain period of time due to manufacturing delays, delivery issues, etc.

Obsoleted and/or Superseded Parts - the supply chain specialist is responsible for communicating any part that has been obsoleted and/or superseded after the demand has been loaded.

The implementation manager will need to communicate to the RAM/NAM that a part has been superseded after demand was loaded. The RAM/NAM will confer with the customer to ensure that the superseded parts will be accepted and if yes, the implementation manager will load a new “demand bid” for the superseded parts

For the obsoleted parts, the implementation manager will need to communicate to the RAM/NAM that a part has been obsoleted and will also confer with the category manager to request an alternative part to replace the obsoleted part. The RAM/NAM will confer with the customer to ensure that the alternative parts will be accepted and if yes, the implementation manager will load a new “demand bid” for the alternative parts

NOTE: if time permits, the implementation manager can wait and load 1 demand bid to include both the obsoleted and superseded parts at the same time

Scope

The implementation manager will be responsible for managing all customer demand bids to include monitoring each bid throughout the entire life cycle of a bid. Once the bid award and/or new program has been in place and running smoothly with sign off from the RAM/NAM, the implementation phase ends and moves to the sales support phase.

References

This is an example of the Excel template that will be downloaded from PowerBI system in order to enter review weekly demand bid results

Example Customer Awarded Parts PBI.xlsx