1. JBC and BoNA are partnering to launch a co-branded loyalty credit card and have contracted several deliverables including card production, call center services, and a marketing campaign. 2. Key risks include errors reading cards, poor card quality, inexperienced call center agents, and an ineffective marketing campaign. 3. Contractors will be monitored on quality standards, processes, and key performance metrics to ensure deliverables meet requirements.

1. March, 16th , 2016
2016W –EPM 2102 Monitoring and Controlling Project Resources
Contract
Administration
System
Professor: Bob Xourafas
Submitted by:
Agatha Maia Duarte de Assis, C0667288

2. 2
Summary
1. Contract Summary and Background of the Scope of Work .................................................. 3
2. Contract Identification .......................................................................................................... 3
3. Contract Transition Planning................................................................................................. 4
3.1 Contract Communication Protocol: .............................................................................. 5
3.2 Contract Change Control Process:................................................................................. 6
3.3 Contract Claims System:................................................................................................ 6
4. Contract deliverables and Performance Risk Areas.............................................................. 6
5. Key Performance Metrics...................................................................................................... 7
5.1 Inspection and Acceptance Process:............................................................................. 8

3. 3
1. Contract Summary and Background of the Scope of Work
A partnership between Java Beans Coffee Company (JBC) and of North America
Company (BoNA) to launch a new co-branded loyalty credit card in order to expand
customer base and improve client loyalty.
The following procurement items have been determined to be essential for project
completion and success. The following list of items, justification, and timeline are
pending PMO review for submission to the contracts and purchasing department:
Item Scope Justification
Card The contractor is going to deliver
card according to specification
content in the contract. BoNa is
going to print personal
information and mail it.
Every deliverable related to the card
will be outsourced since our
company does not manufacture cards
and any features related to the card
such as security encryption and the
plastic card.
Call Center The call center department is
going to be outsourced. The
contractor is going to deal with
the call and claims according to
BoNa script.
The call center will be outsourced to
a call center specialized company
which are already prepared to do this
services, and with this we can save
some time on training people.
Marketing
Campaign
The contractor must develop the
Marketing campaign according
to the needs of the company and
product.
Our Marketing department will
develop the marketing campaign but
we will outsource some services
such as TV commercials, outdoors,
printing and distribution of flyers.
2. Contract Identification
Deliverable Contractor
identification
Period of
Performance
Contract
Value
Contact
Card Print Well
2016001001
From
September/2016
Renew
automatically
according to
contract.
$12.00
unit
Mary Gardner
marygardner@printwell.ca
Call Center EF Call
2016002002
From
August/2016
Renew
automatically
according to
contract
$ 20.00
hour
Harrisson Smith
hsmith@efcall.com
Marketing Horse Ltda
2016003003
From fev/2016
to Sept/2016
CA$
100,000.00
Mathew Rice
mathewr@horsemarketing.ca

4. 4
The contract cited must be signed by the BoNa member below. Also special
demands for the Card and Marketing campaign and Call Center are going to be
authorazed by the members cited below and they have to go through the integrated
change control system. The update of the contract must be delivered as an appendice of
the contract and must be signed by both parties.
BoNa members:
Member Needs Deliverable Requirements
Sam Snead Ensure the
credit card
design
meets/exceeds
the bank’s
quality
standards.
Card and
Marketing
Providing milestone for
designing project and control
schedule;
Joseph Underwood Ensure the
call Center is
going to be
ready for
absorbing the
new demand.
Call Center Validate the new script and
testing the changes through
test/cases scenarios.
Updating new process and
procedures documentation for
the back office.
Contact:
Sam Snead – samsnead@bona.ca
Joseph Underwood – josephunderwood@bona.ca
After the parties sign the contract an official Work Authorization must be delivered
to the contractor authoraring the work to start. The Work Authorization must follow the
Work Athotization System.
3. Contract Transition Planning
All items and services to be procured for this project will be solicited an analysis
for each case. The project team will work with the contracts and purchasing department
to define the item types, quantities, services and required delivery dates. The contracts
and purchasing department will then solicit bids from various vendors in order to
procure the items within the required time frame and at a reasonable cost under the price
contract once the vendor is selected.

5. 5
Item to be
outsourced
Type of
contract
Justification Payment
Card Fixed
Price
We will pay for the
certain amount of
cards services and
cards manufactured
Through the receipt send it by e-
mail every the 10th day of each
month, the payment it will be
done in 20 days to the service
provider.
Call Center Fixed
Price
We will pay for the
pre determinate
hours of call center
services.
Through the receipt send it by e-
mail every the 10th day of each
month, the payment it will be
done in 20 days to the service
provider
Marketing Fixed
Cost Plus
Incentive
We will pay a fixed
price for the
marketing services
and if the service
provider could get a
cheaper cost for his
services we will give
them the extra
budget.
3.1 Contract Communication Protocol:
Type of
Commun.
Deliverable Channel Responsible Frequency
Formal
Card Status Report Mary Gardner Monthly according
to the contract.
Call Center Status Report Harrisson
Smith
Monthly according
to the contract.
Marketing
Campaign
Meeting and
presentation
Mathew Rice According to the
contract.
Informal
Card Email
Phone Call
A member
from BoNa is
going to be
assigned to
answer phones
and email.
As much as
necessary during
work time.
*BoNa has 24h to
reply any call or
email.
Call Center
Marketing
Campaign

6. 6
3.2 Contract Change Control Process:
Any change even a constructive change that implies in change in the contract
baseline must be analysed by the responsible for the contracts and once approved must
go through the Integrated Change Control System. The changes during the lifecycle of
contract must follow the instructions bellow:
1. The changes identified must be discussed by parties at the time the
change shows necessary;
2. Once the impact of the changes were analysed by the parties the
responsible must decide weather it goes or not go;
3. If it goes the change must be delivered to the Change Board;
4. If it not go lessons learned must be taken for next projects;
5. Once the Change Board approve the change a Appendice to the contract
must be signed including the new conditions;
6. If not approved by the CCB the request must be documented;;
3.3 Contract Claims System:
All the changes contested and claims must be delivered to the responsible person
assigned in the contract. The claims have no power to stop the contract once both parties
are following the duties.
While the parties deal with the claim the activities negotiated in contract must
continue. The claims that cannot be solved friendly must be decide by arbitration.
The arbitration must be selected according to the party interested when it makes
necessary.
4. Contract deliverables and Performance Risk Areas
The following table it will describes the procurement schedule, when the
deliverables should be completed.
Item Needed By Notes
Card Feb 24,
2016
The service provider will continue manufacturing the cards
until the end of the partnership with the coffee shop, this
schedule it is for when we need everything completed.
Call Center Mar
21,2016
The call center will continue providing the service, this date
it is for the go live of the call center system.
Marketing May
26,2016
The marketing campaign will keep going until the end of
the partnership with the coffee shop and the bank.
The Risks below were identified by the Project Management Team, Stakeholders
and Functional Managers involved in the Project. They based on expert judgement;
portfolio, interviews, OPA’s the Scope Statement and Inspection of the requirements. A
project team member is assigned to take responsibility for each risk response. This
process ensures that each risk requiring a response has an owner monitoring the

7. 7
responses, although the owner may delegate implementation of a response to someone
else.
Deliverable Risk Owner Notes
Card Error to read the card in
the coffee shop
machines.
VIP of
Marketing
and Quality
Support
Provide extra tests on the
spot
Card Bad quality of material
resulting in
replacement.
VIP of
Marketing
and Quality
Support
Spend time checking
material (use check list)
Call Center New employees
showing Insufficient
communication skills
VIP of Call
Centre
Improve training and
check content
Call Center New employees with no
enough experience
might slow down the
Call Centre Process
VIP of Call
Centre
Spend time checking
references
Call Center Lack of knowledge
about the OPA, Policies
and Law.
VIP of Call
Centre and
Lawyer
Improve training and
check content
Marketing No efficient
Communication
Vehicle chosen
resulting in low sales.
VIP of
Marketing
Reach a higher number of
media
5. Key Performance Metrics
The purpose of the contract must follow ours quality policy and quality assurance on
the following table:
Activity Deliverable Relationship Assurance Parameter Owner
Quality
Product
Credit Card External **ISO/IEC(International
Electro-technical
Commission) 7810
VP Marketing –
Sam Snead
Quality
Process
Credit Card External Code of Conduct for the
Credit Card Industry of
Canada, according to
financial Consumer
Agency of Canada.
VP Marketing –
Sam Snead
Quality
Process
Call Center External Personal Information
Protection and Electronic
Documents Acts –
PIPEDA (Federal
Legislation)
VP Call Center
– Joseph
Underwood
**The characteristics specified included in ISO/IEC 7810 are

8. 8
• Physical dimensions.
• Resistance to bending, flame, chemicals, temperature and humidity.
• Toxicity.
• All bank cards should have thickness of 0.76mm.
53.98mm
(or)
2.215in
The following individuals are authorized to approve purchases for the project
team:
Name Role
Titans Project Manager
Sally Evert Supervisor
Bob Smith Sponsor
Sam Snead VP of Marketing Department
5.1 Inspection and Acceptance Process:
The parameters below are expected for the deliverables of the contract:
ID Metric Acceptable
mean value
Upper
control
limit
Lower
control
limit
Inspection
Card Core material
waste
7% 9% 5% Once a month
around 10% of
issued cards
will be tested.
Call
Center
Time from
material
ordered
35min 40min 32min Beyond the
reports, 25% of
calls will be
evaluated.
Marketing
Campaign
The elements from the Marketing campaign must follow the guidelines
content in the Marketing Guideline document.
553.98mm
(or)
2.215in
85.60mm(or).370in