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The 12+2-step agreement model

In a significant proportion of agreements, other relevant questions need to be answered in addition to those of the Commission Cross in order to map client expectations fully.

The concept in brief

  1. The model is based on the four main categories of the Commission Cross; but whereas those questions arise as a matter of course in every agreement-making situation, the groups of questions here are optional and only relevant from time to time.

  2. The order of the points is fixed; it is worth answering them in this logical order.

  3. Like the Commission Cross, the 12+2-step agreement model is used before planning and actual implementation begin.

  4. The model distinguishes two levels: agreement-making as provided by the good supplier, and the agreement made by the better supplier. What makes the difference between the two is consciously exceeding the performance level and examining whether there is scope for standardisation.

Figure

In the agreement-making process, the supplier must master clarifying the following questions with the client:

Good supplier
  1. 1.The subject of the commission: What?
  2. 2.Process-actor environment:Process owner, supplier, client
  3. 3.Client motivations:Cause, root cause, direct goal, indirect goal
  4. 4.Quality parameters of the result:Form, content, quantity, time, costs
  5. 5.Client expectations regarding the process leading to the result
  6. 6.Client expectations regarding the agreement the process owner makes with their supplier
  7. 7.Tolerances
  8. 8.External control points
  9. 9.Inputs to be provided by the process’s clientInternal control point
  10. 10.Inputs to be provided by the leader:Defining quality levels, developing individual capacity, providing toolsInternal control point
  11. 11.Inputs to be provided by the owner:Defining identity, providing capital, selecting the original leader
  12. 12.Legal provisions:Ancillary obligations securing the contract, termination of the contract
Better supplier
  1. 12+1.Deliberate positive deviation:How does the process owner exceed the performance level?Internal control point
  2. 12+2.Is the process repeated?Is the agreement a standard?
The 12+2-step agreement model · Redrawn from page 79 of the Book of Concepts; labels translated.

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