Decrease the payment of the bills issued monthly from up to 6 months to 5 working days.

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The client provided to a third party the following IT services: data center, software development, hardware maintenance, on-site training, and call center.

The Provider has generated monthly reports describing the quantity and quality of services and goods delivered, according to the contractual clauses.

The bills were issued also on monthly basis, but, after the first 2 years, the payment recorded delays of weeks, and later of months.

The Beneficiary of the services has returned the reports with requests for adjustments and additions.s

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The steps to find the solution were the following:
• study the contract,
• analyze all the reports released for that contract, and
• interview all stakeholders involved, starting with top management (CEO, CTO, CFO) and ending with the engineers who provided the most specific technical details.

Some pain points discovered included inconsistent reporting format, various release dates from different departments, and missing some clauses activated later in the contract.

The research revealed interesting correlations between the report rejection and communication with any other group.

Working procedures for reporting were enforced, together with RACI matrix allocation.
After this, the payments were done in 5 working days as the contract stipulated.

Nobody from the Beneficiary part was involved in the above process.

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The success of a complex project depends, to various degrees, on the quality of the communication between the people working on it.

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* IT ENDS HERE! *