Client Engagement Lifecycle

Document Version: 3.2
Last Updated: March 2024
Owner: Catherine Wu, Managing Partner
Review Date: September 2024

Overview

This document outlines Meridian Advisory's end-to-end client engagement process, from initial opportunity identification through project close-out and relationship management. This guide ensures consistent delivery standards across all engagements while maintaining our commitment to senior partner involvement.

Note: This process is under review as part of our growth strategy discussions. Some elements may change following partner meetings scheduled for Q2 2024.

1. Opportunity Identification & Pre-Qualification

1.1 Lead Sources

Partner Networks (65% of opportunities)
Existing Client Referrals (20%)
Government Tender Portals (10%)
Industry Events & Speaking Engagements (5%)

1.2 Initial Assessment Criteria

Before investing time in proposal development, opportunities must meet our core criteria:

Minimum Engagement Value: $75,000 (exceptions require partner approval)
Strategic Fit: Aligns with resources, government, or healthcare sectors
Geographic Scope: Western Australia focus (some flexibility for government work)
Timeline: Minimum 8-week engagements preferred
Decision Maker Access: Direct contact with C-suite or department head

1.3 Pre-Qualification Process

Initial Discovery Call (30 minutes, partner-led)
Internal Go/No-Go Decision (24-hour response target)
Stakeholder Mapping (if proceeding)
Proposal Scoping Session (1-2 hours, on-site preferred)

Note: Catherine Wu must approve all government engagements over $200k before proposal development begins.

2. Proposal Development & Scoping

2.1 Proposal Team Assignment

Lead Partner: Primary client relationship and delivery oversight
Supporting Partner: Technical expertise and quality review
Senior Consultant: Day-to-day execution and client interface
Graduate/Analyst: Research and analysis support

Current constraint: Partner availability is limiting our ability to pursue concurrent opportunities. This is being addressed through the partner development program.

2.2 Scoping Deep-Dive

Timeline: 5-10 business days from go-ahead

Required Elements: - Stakeholder Interview Matrix (minimum 3 interviews) - Current State Assessment (process maps, system inventory) - Success Criteria Definition (quantifiable outcomes) - Risk & Assumption Register - Resource Requirements (client and Meridian)

2.3 Proposal Structure

Executive Summary (1-2 pages)
Understanding of Situation (2-3 pages)
Proposed Approach & Methodology (3-4 pages)
Team & Experience (2 pages)
Timeline & Deliverables (1 page)
Investment & Terms (1 page)
Appendices (CVs, case studies, methodology details)

Quality Gate: All proposals require review by both assigned partners before submission. Daniel Okafor conducts final technical review for digital transformation components.

2.4 Pricing Guidelines

Partner Rate: $350-400/hour
Senior Consultant Rate: $220-280/hour
Graduate/Analyst Rate: $120-160/hour
Standard Markup on External Resources: 15-25%

Government rates are typically 10-15% below commercial rates. Raj Kapoor maintains current government rate cards.

3. Contract Negotiation & Mobilisation

3.1 Contract Approval Authority

<$100k: Lead partner approval
$100k-$300k: Two partner approval
>$300k: Full partner committee approval

3.2 Standard Contract Terms

Payment Terms: Net 30 days
Intellectual Property: Joint ownership of deliverables, Meridian retains methodologies
Liability Cap: 1x engagement value (minimum $250k)
Termination: 30-day notice period with pro-rata payment
Variation Process: Written change requests with impact assessment

3.3 Mobilisation Checklist

Week 1 - Pre-Kickoff: - [ ] Project workspace setup (SharePoint/Teams) - [ ] Resource calendar confirmation - [ ] Stakeholder communication plan - [ ] Risk register initialisation - [ ] Quality assurance plan

Week 2 - Kickoff & Discovery: - [ ] Formal project kickoff meeting - [ ] Team introductions and role clarification - [ ] Communication protocol establishment - [ ] Initial stakeholder interviews - [ ] Document and system access requests

4. Delivery Management

4.1 Governance Structure

Steering Committee (Monthly) - Client sponsor and 2-3 key stakeholders - Lead partner and senior consultant - Review progress, decisions, and escalations

Working Team Meetings (Weekly) - Day-to-day project team - Senior consultant facilitates - Partner attends monthly or as needed

Partner Check-ins (Fortnightly) - 30-minute sessions between partners and senior consultant - Review deliverable quality, client satisfaction, commercial performance

4.2 Quality Gates

30% Milestone: - Confirm scope and approach with client - Initial findings validation - Resource and timeline confirmation - Partner sign-off required

60% Milestone: - Draft deliverables review with client - Implementation planning begun - Risk and issue register updated - Partner quality review

90% Milestone: - Final deliverable draft complete - Client presentation rehearsal - Implementation support planning - Partner approval for delivery

4.3 Client Communication Protocol

Routine Communication: - Weekly Status Reports (Fridays by 3 PM) - Monthly Executive Summary (first Wednesday of month) - Quarterly Business Reviews (partner-led)

Escalation Process: 1. Level 1: Senior consultant to client project manager 2. Level 2: Lead partner to client sponsor 3. Level 3: Catherine Wu to client C-suite (if applicable)

Issue Response Times: - Critical: 2 hours - High: 4 hours - Medium: 8 hours - Low: 24 hours

5. Deliverable Development & Review

5.1 Deliverable Standards

All client deliverables must meet Meridian's quality standards:

Executive Summary: Clear, actionable recommendations
Methodology: Transparent approach and rationale
Analysis: Fact-based with clear supporting evidence
Recommendations: Prioritised with implementation guidance
Visual Design: Consistent with Meridian brand guidelines

5.2 Review Process

Draft Development (Senior consultant + analyst)
Peer Review (Another senior consultant)
Partner Technical Review (Supporting partner)
Client Excellence Review (Lead partner)
Final Formatting (Admin support)

Timeline: Allow minimum 5 business days between draft completion and client delivery.

5.3 Knowledge Management

All deliverables stored in client folder structure
Methodology components added to knowledge repository
Case study development (with client permission)
Lessons learned documentation

Note: We're transitioning to a new knowledge management system Q3 2024. Current process uses SharePoint but this will move to a dedicated platform.

6. Implementation Support

6.1 Implementation Planning

Included in Standard Scope: - Implementation roadmap development - Quick win identification - Resource requirement planning - Success metrics definition

Optional Add-On Services: - Implementation project management - Change management support - Training program development - Performance monitoring

6.2 Handover Process

Implementation Workshop (2-day facilitated session)
Stakeholder Responsibility Mapping
90-Day Checkpoint Planning
Support Resource Identification

7. Project Close-Out

7.1 Formal Close-Out Activities

Client Activities: - Final deliverable presentation - Project closure meeting with steering committee - Implementation support transition - Contract completion formalities

Internal Activities: - Financial reconciliation and final invoicing - Project performance review - Resource utilisation analysis - Client satisfaction survey

7.2 Post-Engagement Review

30-Day Review Meeting (Internal) - Commercial performance against budget - Delivery quality assessment - Client relationship strength - Lessons learned documentation

90-Day Client Check-in (Partner-led) - Implementation progress review - Additional support needs identification - Relationship maintenance - Future opportunity exploration

7.3 Success Metrics

Client Satisfaction Score: Target >4.2/5.0
On-Time Delivery: Target >95%
Budget Performance: Target ±5%
Follow-On Work Conversion: Target >30%

8. Continuous Improvement

8.1 Process Review Cycle

Monthly: Operational metrics review (Mei Lin)
Quarterly: Process effectiveness assessment (Partners)
Annually: Full methodology and standards review

8.2 Current Improvement Initiatives

Digital Delivery Platform: Pilot program Q3 2024
Client Portal Implementation: Under evaluation
Resource Forecasting Tools: Development in progress
Graduate Development Program: Expansion planned (Sasha Petrov leading)

Questions or Process Issues: Contact Catherine Wu (catherine.wu@meridianadvisory.com.au) or Mei Lin for operational queries (mei.lin@meridianadvisory.com.au).

Last Review: This document was reviewed following the completion of the Department of Health digital strategy engagement in February 2024. Next review scheduled for September 2024 to incorporate partner development program changes.