Quality standards – ISO 20700

B2 TRANSMISSION applies the ISO 20700 standard to provide a structured framework for its consultancy services. This document should be seen as a general framework. It includes guidelines for assessment and continuous improvement in all three phases of the project:

• Contracts: On the basis of a proposal, the client and B2 TRANSMISSION come to a clear agreement on the scope and approach of the services to be provided, before agreeing to work together. Transparency is essential when it comes to avoiding misunderstandings and minimising risks.
• Implementation: Once approval has been given, the second stage of the process is implementation. B2 TRANSMISSION provides its services according to the agreed approach and plan. In order to achieve the results expected by both parties, B2 TRANSMISSION and the client must work together with trust, fairness and mutual respect.
• closing: closing is the final phase in the process. Once the work is complete (including all deliverables and evaluation of results), the project is over once all the legal and contractual obligations have been fulfilled and all outstanding issues have been dealt with. The client then confirms that they formally accept the results and the end of the project.

The following clauses give more details on each of these stages.

REGULATORY AND ETHICAL FRAMEWORK

Regulatory framework

B2 TRANSMISSION maintains an appropriate level of knowledge of the applicable laws, frames of reference, rules, regulations and standards governing its services and those of the client.

B2 TRANSMISSION talks to its clients to determine which laws and regulations are relevant to the project, and manages any conflicts.

Code of conduct

B2 TRANSMISSION draws up a specific code of conduct for each project, in agreement with the client.

B2 TRANSMISSION abides by a general code of conduct that rules out conflicts of interest and promotes standard ethical and professional principles.

Communication

Clear understanding between the client and B2 TRANSMISSION is essential when it comes to making sure the project is a success. B2 TRANSMISSION applies a communication protocol throughout each project that optimises understanding, creates trust and minimises risks:

• we draw up the briefing elements in a written document and share it with our clients;
• we see our work as a solution to our clients’ needs;
• we communicate with our clients via whichever channels are agreed (email, collaborative online platform) to make sure that key points are followed up;
• we confirm receipt of all documents, messages and instructions in writing;
• we require written confirmation.

Scope of engagement

B2 TRANSMISSION only accepts projects that the company is able to carry out professionally in accordance with this Standard.

If B2 TRANSMISSION has reason to believe that the agreed results of the project cannot be achieved according to the terms of the contract, the company will inform the client without delay and propose a renegotiated version of the contract.

Quality

B2 TRANSMISSION uses a Quality Management approach to anticipate, manage and quantify risks and problems.

Guarantees

B2 TRANSMISSION offers a guarantee for the services to be provided, defined in the specific terms and conditions of each quote.

B2 TRANSMISSION always Guarantees confidentiality, data protection and respect for the intellectual property of third parties and the client.

Assessment and continuous improvement

B2 TRANSMISSION uses a structured assessment process to record and assess the results of its projects in order to:

• determine the effectiveness of the project;
• make recommendations for corrective action;
• implement new processes and methods.

The assessment policy is implemented throughout the relationship between the client and B2 TRANSMISSION. Although no assessment is included in the agreement, B2 TRANSMISSION follows a process designed to learn from the work it undertakes. If an assessment is necessary for contractual reasons in order to determine the fees to be paid, B2 TRANSMISSION and the client will agree on the most appropriate assessment method.

CONTRACTS

A number of activities take place before a consultancy project begins, including:

1. identification of the client’s needs, expectations and wishes, to be carried out jointly by the client or its representative, by B2 TRANSMISSION or by both;
2. selection of the supplier, to be carried out by the client, taking into account the technical/economic proposals presented by B2 TRANSMISSION;
3. definition of specifications, to be carried out by the client, by B2 TRANSMISSION or by both. The proposal includes an analysis and conceptualisation of the problem to be solved, an approach to the services to be requested and a budget for these activities;
4. analysis of the risks and constraints inherent in the project;
5. identification of stakeholders and their roles and responsibilities (including communication and access to information);
6. negotiation and agreement including commercial terms and conditions, to be carried out by both the client and B2 TRANSMISSION.

The aim of the proposal stage is for B2 TRANSMISSION and the client to reach an agreement on the services to be provided.

Contribution

The offer phase includes many elements, including the client’s perceived needs, expectations and desires, the constraints and potential risks associated with the project, and any major changes.

Results

The results are a legally binding agreement between B2 TRANSMISSION and the client. The results specify the services and deliverables to be provided and set out the rights and obligations of each of the parties. Depending on the context, the agreement may refer to a “request for proposal”, describing a set of requirements and specifications for services, deliverables and assessment criteria.

Content

A B2 TRANSMISSION proposal to the client always includes:

• the context;
• details of services and deliverables;
• approach and work plan;
• terms and conditions.

These points constitute the typical content of the agreement between B2 TRANSMISSION and the client. However, both B2 TRANSMISSION and the client are free to add additional elements, such as roles and responsibilities.

The context

The description of the context means that the client can be sure that B2 TRANSMISSION has taken into account all the significant information required for the project. It includes general information about the project, assumptions, scope and limitations, as well as details of the stakeholders. It contains relevant facts, such as an accurate description of the organisation’s current situation, the client’s objectives, the reasons why the work is to be carried out, the assumptions and their impact, and the scope and limits of the project. It also specifies the constraints and risks associated with the project, insofar as they are known and identified. These risks will be taken into account during the implementation phase.

Services and deliverables

The agreement contains a description of the services to be provided, the expected results and the deliverables. The objectives must be specific, measurable and achievable, relevant and limited in time so that the results of the project can be assessed.

Approach and work plan

B2 TRANSMISSION provides work plans for the operational planning of the services to be implemented.

Terms and conditions

B2 TRANSMISSION provides its services in accordance with its own general terms and conditions applicable to invoicing, such as fees and charges, payment schedule, expenses, and more generally all relevant information with regard to applicable legal and regulatory requirements and legal obligations, such as ownership of material and files, users’ rights, licences, intellectual property rights, limitations of liability etc. B2 TRANSMISSION’s general terms and conditions also include a reference to the applicable professional standards, as well as all requirements, responsibilities and activities related to the policies applicable to the project, such as the regulatory framework, communication, ethics, social responsibility, capacity, quality, Guarantees, health and safety, and any other agreed element. For cross-border and international services, they specify the applicable law.

COMPLETION

The project is completed once the services agreed in the proposal phase have been provided. As well as complying with the agreement, delivering the agreed services and carrying out the project, the ultimate goal of the implementation phase is customer satisfaction.

Objective

The aim of this phase is to deliver what was agreed in the proposal phase.

Contribution

Implementation should not begin until there is an agreement. Significant changes in the context of the project that have an impact on implementation may require the agreement to be renegotiated.

Results

The results are as follows:

• services or deliverables;
• recommendations and action to be taken, where appropriate;
• continuous assessment and improvement.

Content

The components of the implementation phase must include:

• establishment of the work plan, adjusted if necessary;
• steering the project;
• approvals and formal acceptance.

Adjusting and Implementing the work plan

The work plan agreed during the proposal phase needs to be refined in detail to reflect the actual conditions when the implementation phase begins. Once the work plan has been approved, B2 TRANSMISSION carries out the project in accordance with it.

Steering the project

Ongoing planning and coordination between the client and B2 TRANSMISSION are essential to the success of the project. For this to be carried out successfully, a number of points need to be addressed:

• project management (governance and project management methods),
• resource management and involvement,
• monitoring progress and controlling change,
• risk management,
• quality management,
• communication and reports;
• assessment and feedback

Project management

Final decisions regarding the project must be taken by the client. B2 TRANSMISSION will make every reasonable effort to provide relevant information about the project. Project governance will respect the terms of the agreement between the client and B2 TRANSMISSION, in order to be able to deal with the consequences of any breach of the agreement.

B2 TRANSMISSION applies the agreed methodology and project management principles throughout the project.

B2 TRANSMISSION ensures that the project is carried out effectively and efficiently.

Resource management

All the resources involved in the project will be adequate and managed in accordance with the agreement between B2 TRANSMISSION and the client.

Monitoring progress and controlling changes

The progress of the project in relation to the work plan is monitored and formally established. Significant changes may go beyond the initial scope of the agreement. These will be considered as new elements in the proposal and/or implementation phases.

Risk management

Both commercial and project-related risks (deviations from the work plan, changes in the context, new client expectations etc.) will be assessed and managed as far as possible on an ongoing basis. Risk management identifies, analyses, assesses and prioritises potential risks, and coordinates and applies the resources required to minimise, monitor and control the probability and impact of unforeseen events.

Quality

The client and B2 TRANSMISSION follow an agreed quality plan to make sure that the service is provided and that the results are delivered.

Communications and reports

The communication principles agreed during the proposal phase will be followed throughout the project, including regular progress and risk reports where appropriate.

Approval and acceptance

A process is agreed for approving all the services provided during the project. The commercial implications of approval or rejection will be dealt with in accordance with the agreement.

closing

The project is over when the client approves and accepts the service provided and the deliverables. B2 TRANSMISSION cannot consider the project to be closed until the necessary procedures have been followed. These cover the following points:

• legal and contractual issues;
• final assessment and improvements;
• administrative matters;
• communication;
• intellectual property;
• minor outstanding issues.

Objective

The aim of the closing stage is to agree that the project is over in a structured way once the service has been provided.

Contribution

The closing process begins when it is decided that the project is over, normally when the agreed service has been provided. closing cannot take place before the service originally agreed has been provided. In such cases, the initial agreement between the client and B2 TRANSMISSION may be amended.

Results

The closing process leads to a number of results, including:

• the release of all parties from their obligations under the terms of the agreement;
• the obligation to respect ongoing obligations between B2 TRANSMISSION and the client (for example, Guarantees, confidentiality, management of outstanding problems etc.);
• payment of bills, expenses etc.

Content

Legal and contractual issues

B2 TRANSMISSION takes all necessary steps to make sure that all legal and contractual issues can be dealt with quickly and efficiently, in accordance with the agreement. These provisions include:

• invoicing and payment;
• the overview of B2 TRANSMISSION’s expenses;
• approvals;
• the release of resources (including subcontractors);
• Guarantees,
• confidentiality;
• intellectual property rights;
• obligations remaining after closing (e.g. legal provisions, confidentiality and non-competition clauses, outstanding issues etc.).

Final assessment and improvements

Even though no assessment method is specified in the agreement, B2 TRANSMISSION takes lessons from its projects so that they can be applied in order to make any improvements. An assessment may be required for contractual reasons to determine the fees paid. If this is the case, B2 TRANSMISSION and the client will agree on the most appropriate assessment method.

B2 TRANSMISSION has expertise in assessment methods and will make sure that strengths and opportunities for improvement are recorded and shared amongst staff.

Administrative matters

B2 TRANSMISSION makes sure that all administrative matters are dealt with quickly and efficiently. These processes can include:

• indexing, filing and archiving;
• backup of data and recordings;
• the return of the client’s property, equipment and facilities (e.g. files, records, data, security passes);
• the use of subcontractors and internal resources;
• completion of internal quality assurance procedures.

Communication

B2 TRANSMISSION makes sure that all communication obligations relating to the project are fulfilled (confidentiality agreements, preparation of case studies, articles, requests for references etc.) and that the client is debriefed at the end of the project.

Minor outstanding issues

B2 TRANSMISSION follows a process, agreed with the client, to resolve any minor outstanding issues after the end of the project, so that closing can be agreed.