Eagle Aviation Consulting believes the successful delivery of all projects depends on effective communication with our customers during all phases of the project life cycle. To ensure succes we have developed a highly communicative yet simple engagement process that covers the initial approach by a prospective customer through to successful project completion and then engagement review.
The EAC engagement process has two distinct phases; pre-engagement and engagement, and these phases are discussed below.
For a detailed understanding of the process please refer to the following description or click to view the EAC Engagement Process.
Phase 1: Pre-Engagement
This phase involves the development of a business proposal by EAC in conjunction with the client which best meets the prospective client's requirements.
Step 1 – Preliminary Discussions
The prospective client uses this step to better understand the products and services EAC offers and to determine whether the firm meets the client's own internal requirements.
EAC will use this step to understand the prospective client’s specific requirements within the context of the client’s strategic direction, internal strengths and weaknesses, the competitive landscape and other external factors. An understanding of the client assists in the formulation of a project proposal in step 2 which best meets their requirements.
Step 2 – Proposal Development
Based on client discussions a draft project charterwill be drafted outlining the planned approach to the project.
The draft project charter will include a re-statement of the clients requirements as understood by EAC, critical internal and environmental factors which may have influenced the design of the project, an outline of the project scope i.e. what will be covered within the project and also what is not within scope.
A statement on the expected deliverables will be included, for example it may be a final report and recommendations, or the successful implementation of a project.
A project timeline and any milestones will be provided, including the expected project completion date.
The draft project charter will cover resourcing. EAC will nominate a managing partner to lead the project, typically this decision is made in conjunction with the client with consideration given to the specialist skills that may be required on the project and managing partner availability. The supporting consulting team will also be named, this team will typically drawn from associates or specialists with whom EAC has close working relationships.
A communication plan will outline how the consulting team will liaise with the prospective clients leadership team during project execution, this may include progress meetings, written reports, and the nature of the final project presentation.
A detailed project budget will also be included, it will outline the consulting fees and other expenses payable, and the required payment terms which may include a deposit, instalment payments and final payment terms.
Step 3 – Proposal Review and Agreement
The final step of the Pre-Engagement phase involves the prospective client reviewing the draft project charter and refining it in conjunction with EAC. This step may involve amendments to the draft project scope being agreed.
When the client and EAC have agreed on the project charter and its contents, an engagement letter will be prepared and presented to the client for signing. This will constitute acceptance of the project charter by the client and EAC's commitment to undertake the project according to the project charters terms.
Where the prospective client and EAC are not able to agree on required amendments to the project charter further negotiation may be required. This may result in a decision by the prospective client and/or EAC to conclude discussions, the offer of services may then be withdrawn.
Phase 2: Engagement
The second phase commences upon the client and EAC signing the engagement letter. This phase involves project execution and completion against the agreed project charter.
Step 4 – Project Initiation
Project initiation involves the mobilisation of the consulting team and the payment of any contractually agreed deposit by the client to cover mobilisation costs.
The nominated managing partner and team will establish the key relationships with the client and any other stakeholders as required by the project charter.
Step 5 - Project Execution
The main step of the engagement involves EAC undertaking the project and providing deliverables in accordance with the project charter.
The nominated managing partner will oversee the project and ensure compliance with project charter requirements.
This stage typically involves EAC working in conjunction with the client at the client’s base and /or from its own offices.
Step 6 – Project Completion
Project deliverables are presented to the client by the nominated managing partner and consulting team. Decisions on next steps may also be agreed.
Typically a project charter will stipulate the date at which the project presentation is to be made. The project charter will also stipulate the format of the presentation for example a presentation to the client at their base made by the managing partner, utilising electronic media and physical report copies. In other circumstances it may be agreed that the presentation will be made via teleconference.
During the presentation the client is provided with an opportunity to question the project findings, seeking clarification as necessary.
Any amendments to the project reports may be sought at this presentation or within an agreed period post the presentation. Typically these amendments are provided for within the terms of the project charter.
In circumstances where the client requests are outside of the project charter scope an agreed amendment in scope may be required. EAC will then undertake the amendments and re-present at an agreed time.
The presentation will also include recommended next steps, for example this may include how to progress to the implementation phase after the successful completion of a business plan proposal.
Step 7 – Engagement Review
EAC believes in continuous improvement, both in the way projects are undertaken and in all aspects of the client engagement process. To assist in achieving this objective, EAC seeks client feedback at project completion.
The feedback process involves the client completing a brief questionnaire relating to the engagement experience. In addition to answering specific questions clients may choose to comment on overall process or matters specific to their engagement experience.
All feedback is valued and will be reviewed by the EAC managing partners, acknowledged and any learnings acted upon accordingly.
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