A regular and structured Account Management process, including Operational Review meetings is of value to both SME and our clients.
Such Review meetings provide the opportunity for both parties to review and discuss regular activity, identify any opportunity for improvement and support proper planning for any future activity.
The frequency and focus of these meetings may change over time i.e. more frequent meetings during the establishment of operations or hand over from another provider.
It will be advantageous for both parties to agree to the scope of such meetings prior to the commencement of any relationship. Details and agenda items that could be mutually agreed to might include:
- Frequency and location of meetings
- Identify appropriate representation from both parties
- Review of exceptions to normal operations
- Review of SLA’s and KPI’s
- Dispute resolution
- Future projections