Twende applies the European standard EN 16114 to provide a structured framework for its consulting assignments. This document should be seen as a general framework. It includes guidelines for evaluation and continuous improvement.
The first phase of a consulting assignment is the offer. Twende and the client reach a clear agreement on the service to be provided and commit to working together. Transparency is essential to avoid misunderstandings and minimize risks.
Once agreed, the second phase of the assignment is execution. Twende implements its service delivery by following the agreed approach and plan. To achieve the result expected by both parties, Twende and the client must work together with trust, fairness and mutual respect.
The final phase is the closing. Once the products and services have been provided and the evaluation of the results obtained, the mission is considered the desired solution, including for all outstanding points and in compliance with all contractual and legal obligations. The client then confirms that the mission is complete.
The following clauses provide more details on each of these phases.
Twende maintains an appropriate level of knowledge of the applicable laws, policies, rules, regulations and standards that govern its services.
A clear understanding between the client and Twende is essential to ensure the full success of the mandate. Twende applies a communication protocol throughout the duration of a mission, which optimizes understanding, creates trust and minimizes risks:
Twende's business conduct is guided by professional ethics and a code of values.
See Annex A "Ethical guidelines" and Annex B "Values"
Twende only accepts tasks which the company is able to perform in a professional manner in accordance with this European Standard.
If Twende has reason to believe that the agreed results of the assignment cannot be achieved under the terms of the contract, the company immediately informs the client and offers a renegotiation of the contract.
Twende follows a Quality Management approach to anticipate, manage and quantify risks and problems.
Twende offers a guarantee on the services to be provided, defined in the specific conditions specific to each quote.
Twende sets up a structured evaluation process that allows the results of its missions to be recorded and evaluated for:
See Annex C "Evaluation criteria".
The evaluation policy is implemented for the entire duration of the relationship between the client and Twende. While no evaluation is included in the deal, Twende follows a process to learn from the work it does. If a valuation is necessary for contractual reasons to determine the amount of fees paid, Twende and the customer will agree on the most appropriate valuation method.
Several activities take place before the execution of a consultancy assignment, including:
1) the identification of the client's needs, to be carried out jointly by the client or his agent, by Twende or by both;
2) selection of the supplier, to be carried out by the customer, taking into account the technical / economic proposals presented by Twende;
3) definition of specifications, to be carried out by the customer, by Twende or by both. The offer includes an analysis and conceptualization of the problem to be solved, an approach to the services to be requested and a budget for these activities.
4) negotiation and agreement, to be carried out by both the client and Twende.
The objective of the offer phase is to reach an agreement between Twende and the customer on the services to be provided.
The offer phase includes many elements, including the perceived needs, expectations and wants of the client, the constraints and potential risks associated with the assignment, as well as any possible material changes.
The result is a legally binding agreement between Twende and the customer. The result specifies the services and deliverables to be provided and establishes the rights and obligations of each party. Depending on the context, the agreement may refer to a "request for proposal," describing a set of requirements and specifications for services, deliverables and evaluation criteria.
A Twende proposal to the customer always includes:
These points constitute the typical content of the collaboration agreement between Twende and the customer. Twende or the customer are however free to add additional elements such as: roles and responsibilities.
The description of the context guarantees the client that Twende takes into consideration all the significant information necessary for the work on the assignment. It includes general information about the mission, assumptions, scope and limitations, and specifies the stakeholders. It contains relevant facts, for example an accurate description of the current situation of the organization, the client's objectives, the reasons why the work should be performed, the assumptions and their impact, as well as the scope and limits of the mission. It also specifies the constraints and risks associated with the assignment, insofar as they are known and identified. These risks will be taken into account during the execution phase.
The description of the services to be provided, the expected results and the deliverables. Objectives should be specific, measurable and achievable, relevant and time-bound so that the results of the engagement can be assessed.
Twende provides work plans for the operational planning of the services to be implemented.
Twende provides its services in accordance with its own general 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 material and file ownership, user rights, licenses, intellectual property rights, limitations of liability, etc. Twende's terms and conditions also include a reference to applicable professional standards, as well as all requirements, responsibilities and activities related to policies applicable to the assignment, such as regulatory framework, communication, ethics, social responsibility, capacity, quality, guarantees, health and safety, and any other element agreed upon. For cross-border and international services, they specify the applicable law.
Execution is the provision of the services agreed in the offer phase. Beyond providing the agreed services and carrying out the assignment, the ultimate goal of the execution phase is customer satisfaction.
The purpose of this phase is to deliver what was agreed upon during the offer phase.
Execution shouldn't start until there is an agreement. Significant changes in the context of the mission that impact execution may require renegotiation of the agreement.
The results are of the following type:
The components of the execution phase should include:
The work plan agreed upon during the offer phase should be refined in detail to reflect actual conditions at the start of the execution phase. Once the work plan is validated, Twende carries out the mission in accordance with it.
Ongoing planning and coordination between the client and Twende is critical to the success of the assignment. For this to be executed successfully, several activity points are addressed, in particular:
Final decisions about the assignment should be made by the client. Twende will make all reasonable efforts to provide relevant information relating to the assignment. The governance of the project will respect the terms of the agreement between the client and Twende, in order to be able to deal with the consequences of any breach of the agreement.
Twende applies methodology and project management principles agreed throughout the assignment.
Twende ensures that the mission is carried out effectively and efficiently.
All resources involved in the assignment are made available and managed in accordance with the agreement between Twende and the client.
The progress of the mission against the work plan is controlled and formally established. Significant changes may go beyond the original scope of the agreement. These will be considered as new entries in the offer and / or execution phases.
Both business and engagement risks will be continually assessed and managed to the extent possible. Risk management identifies, analyzes, assesses and prioritizes potential risks, coordinates and applies the resources required to minimize, monitor and control the likelihood and impact of unforeseen events.
The client and Twende follow an agreed quality plan to ensure that the service is provided and that the results are delivered.
The communication principles agreed during the offer phase will be followed throughout the assignment and include, where appropriate, regular reports on progress and risks.
A process is agreed for the validation of all services provided during the assignment. The business implications of validation or rejection will be handled in accordance with the agreement.
The assignment is complete when the client approves and accepts the service provided and the deliverables. Twende cannot consider the mission to be closed until the closing procedures are completed. These relate to the following points:
The purpose of the closing phase is to agree on the end of the assignment in a structured way after the completion of the service.
The closing process begins when it is decided that the assignment is complete, normally when the agreed service has been provided. Closure cannot occur until the originally agreed service has been provided. In such a case, the initial agreement between the customer and Twende may be amended.
The closure process leads to a number of outcomes, including:the release of all parties from their obligations under the terms of the agreement;
Legal and contractual questions
Twende takes all necessary steps to ensure that all legal and contractual matters can be dealt with quickly and efficiently, in accordance with the agreement. These provisions include:
Although no evaluation method is specified in the agreement, Twende draws lessons from its missions so that they can be applied for any improvement purposes. An appraisal may be required for contractual reasons to determine the fees paid. If so, Twende and the client will agree on the most appropriate valuation method.Twende has evaluation expertise and ensures that strengths and opportunities for improvement are recorded and shared among staff.
Twende ensure that all administrative matters are handled quickly and efficiently. These processes can include:
Twende ensures that all communication obligations regarding the assignment are met (confidentiality agreements, preparation of case studies, articles, requests for references, etc.) and that the client is debriefed at the end of the assignment
Twende follows a process, agreed upon with the client, to resolve any minor outstanding issues after completion of the engagement, so that closure can be agreed.