These are the methodologies of defining a specification, implementation plan and acceptance criteria that will govern any project. In a sense they equate to the manufacturing standards and quality management systems, such as ISO9000, that has become expected of hardware suppliers. Whilst these practices can prevent misunderstandings and recriminations later they can lengthen the procurement cycle and require a commitment on both sides. Many reputable suppliers have come to realise the long-term value of a successful relationship and that they need clear terms of reference from the outset. Equally, many buyers have been burnt before and have learnt that they must get clear commitments before they buy.
Specification is the first stage.
These descriptions can be separate or combined, as a Statement of Work, and will normally form the basis of the contractual understanding between the parties. Developing the Statement of Work may well take a fair amount of time and effort. The requirements gathering will need to involve Call Centre Agents and Managers, in-house IT and Telecom specialists and perhaps other disciplines as well. However, this document will be crucial later and buyers should beware of suppliers who gloss over this stage, or don't even mention it at all. The project plan for the implementation is the second important document and will normally be produced next.