This process comprises of the following steps:
Enquiry: The sales process starts with an enquiry from the customer through e-mail/ phone/ direct interaction with SPARC’s representative. Upon receipt of such enquiry and before conducting the requirement analysis, SPARC at times enters into a Non-Disclosure Agreement with the customer, which ensures confidentiality of the information shared by the customer.
Requirement Analysis and Offer submission: Upon receipt of enquiry, SPARC’s team carries out a requirement analysis for a clear understanding of scope, deliverables, timeline and responsibilities. The final requirement as vetted by the customer is treated as the Terms of Reference (ToR) for the assignment. The Sales Team in association with Delivery Team breaks down the scope of work into logical sets of activity for the purpose of analyzing the resource (manpower and infrastructure) requirement based on client prescribed timeline. Accordingly, the financial estimate for different sets of activity based on standard pricing norms is prepared. Inclusions and exclusions if any, not specifically mentioned in the ToR are given separately. This estimate thus prepared passes through a committee comprising of Sales Head, Delivery Head and Financial Head for finalization of estimate with payment terms. The proposal with key technical and financial aspects is then submitted to the customer.
Negotiation and Contracting: After submission of the techno-commercial proposal, the sales team responds to the various customer queries. Such responses are met through written communication including presentation and interaction wherever necessary. Negotiations on commercials are carried out based on any subsequent change of scope that may emerge during the process of interaction/ clarification. Upon successful compliance to the requirements of the customer, a contract is signed with final ToR including payments terms.
The main activities involved in this phase are:
Initiation: Each project starts with a ‘Handing-over Meeting’ attended by the Sales Lead, the identified Project Lead, Quality Lead and the Resource Manager. The resource requirements and milestones are defined in this meeting. The client is also introduced to the Project Lead and the Relationship Manager by the Sales Lead at this stage. After obtaining necessary technical clarification (if required by Project Lead), the Project Lead lists the skill and resource requirement for the project. He also presents his plan for constitution of project team and allotment of resources before the technical committee. A Delivery Plan is defined indicating project milestones, components, billing cycle, sequencing of activities and manpower planning.
Initial project activities shall also include design documents (System Architecture, Application, Database, User Interface, etc), team building, quality control planning, and training, if necessary.
Execution: Each component of work indicated in the milestone, based on its sequence, is taken up independently for a detailed design including quality checks. Execution starts in line with the detailed design with periodic reviews to ensure quality in execution. Depending on the nature of programming/development, a live testing or post-development testing is adopted. Defects are removed and the statistics of occurrence of such defects are maintained.
Quality Control:The QC team is an independent team and functions as a central resource for all projects and is responsible for work process monitoring and quality control. The team is equipped with necessary test tools and standard test procedures to check and validate the outputs produced by the project team. The QC team also monitors various process compliances and documents its key observations prior to clearance for project delivery. Component wise acceptance is also communicated through the QC Head to the Project Lead to enable the Project Lead to proceed to the next component. The Project Team is provided with the QC observations indicating deviations and flagging issues that might have an impact at a later stage. Upon completion of the project with all components; a final QC is done by the team prior to client delivery. The metrics gathered during component level QC to the project level QC are analyzed for evaluation of project performance and internal benchmarking.
The delivery process consists of 2 very important aspects:
Control: Adequate project control is exercised at all stages of execution to ensure smooth delivery. Project control is achieved through vetting of specifications prior to development, trial run prior to delivery, etc. This ensures project development as per client need ensuring quality and risk avoidance. Though interim client suggestions/feedbacks are taken care of, this might have some impact on the project schedule depending on nature of such interim changes.
The Timeline Control is achieved through weekly project reviews, where Time Overruns, if any, are discussed with Mitigation Plan so as to stick to the project schedule as far as possible.
Closure: The project closure, a task in itself comprises of 3 steps, namely; Technical Closure, User Acceptance and Financial Closure.
The Technical Closure is achieved on final delivery to the client after clearance by the QC team. However the actual closure is considered upon receipt of final user acceptance of the deliverables. This activity is monitored through User Acceptance Criteria defined by the QC team taking inputs from the Sales Lead and Project Lead at the time of initiation of project.
The Financial Closure is achieved on receipt of all dues from the customer meeting the statutory requirements of taxation and related records. Before final closure of the project a meeting is held to note down the experiences for future use. The Customer Relationship Manager also collects a feedback from the customer regarding their experience over the entire project delivery.