Customer Contract Management Procedure

1、 Customer Contract Management Procedure PURPOSE:目的Customer Contract Management (CCM) is an integral part of our business and ensures:客户合同管理(CCM)是我们公司业务的一个重要组成部分：  Clear definition of responsibilities定义清晰的职责  Proper authorization by those with approved signing authority 具有签字权的相关人员签字授权 

2、 A sound basis for any contractual matters一个良好的基础为日后合同事物管理  Broader contract knowledge throughout the organization and minimization of business risks更加广泛的合同只是能使整个组织与商业风险降至最低  Transparency of contractual agreements and contractual status per customer 使每个客户的合同协议和合同状态清晰透明化  Reviewing, fo

3、rmulating, negotiating, communicating and archiving of contracts审核、编制、谈判、沟通并存档合同The CCM procedure is a general upstream document consisting of various elements.客户合同管理流程是公司上游部门通用的由各种元素组成的文件。Most of the described CCM requirements are also covered in the standard quotes. These standard quotes constitut

4、e the relevant framework for business transactions and legal relationships with customers of EMW.客户合同管理的大多数需求也需要在标准报价的基础上。这些标准报价构成由西往东美酒公司与客户间的相关业务交易框架和与之法律上的关系。SCOPE:适用范围This document is applicable for every employee in EMW who processes contractual documents for the customer (i.e. inquiries, offer

5、s, terms & conditions etc.)此文件适用于由西往东美酒公司为客户办理相关契约文书的所有员工(例如 询价、下单、条款内容等)。This procedure and workflow must be conducted with respect to EMW signature guidelines and described escalation processes.此流程和工作流程图必须在公司签名授权指导的基础上定义升级的流程。The respective participants must follow the described process below.

6、参与者必须遵循以下描述的流程。Content目录4.1.4 Contract Responsible 合同责任4.1.5 Contract Request 合同需求4.1.6 Contract Owner 合同所有者4.1.7 Customer Contract Guideline 客户合同指南4.1.8 Decider and Approver 裁决者和审批者4.1.9 Customer Relationship Management 客户关系管理4.2 Abbreviations 缩写词1. Process 流程1.1 Overview 概述1.2 Workflow 工作流程2. Metr

7、ics 度量3. Further explanations 说明3.1 Additional clarification 其它说明3.2 Check for variance to existing agreements 检查现有协议方差3.3 Create 'Position Paper' or draft contract 创建“意见书”或合同草案3.4 Contract Assessment 签订前合同预审3.5 Coordination with Management协调与管理3.6 Lessons learned经验总结4. Terminology, definiti

8、ons and abbreviations术语，定义与缩写4.1 Terminology and definitions术语和定义4.1.1 Contract 合同4.1.2 Customer Contract Management 客户合同管理4.1.3 CCM Network 客户合网络同管理1. Process流程1.1 Overview概述First of all, CCM deals with customer contracts. Contracts with suppliers are managed by purchasing Manager and are stored in

9、 tool 'XXX'.The following illustration identifies the CCM elements and activities and provides a short overview on how they interact with one another:首先，CCM处理客户合同。与供应商的合同应有采购经理负责管理并将之存放在名为”XXX”的工具里。下图标识了CCM的组成元素与相关活动，并为它们如何相互影响提供了一个大致描述：Customer Contract Management 客户合同管理Negotiation of协商Draw

10、ing up of拟定Agreement on意见一致Maintenance of a database数据库维护Information of the Organization on组织信息Customer Contract Guideline 客户合同指南Contractual Matters 合同事物管理Applicable to all different business levels (Divisions, Legal Entities and Projects)适用于各个等级的业务（各部门，合法组织和项目）Controlled by and related to different

11、 EMW procedures (e.g. Acquisition Process, CRM, SCM)通过由西往东美酒公司相关不同流程（例如 采购流程、客户关系管理、供应链管理）来管控1.2 Workflow工作流程The following workflow describes the process from 'Contract Request' until activation of the outcome in SAP.以下的工作流程图描述了在SAP系统中从”合同需求”到结果的一个流程。Workflow for Customer Contracts客户合同流程图Doc

12、uments Resp. InformedE-mail, Letter CRContract Request CR CCMSAP CR CCMContract CR CCM CRContract Review CCMRequest, ContractPosition paper, COAssessment, Draft contract COPosition paper, CODraft contractNegotiation COdocumentsPAB,Customer Contract CO Lead DivisionGuideline, ApprovalRequestApproval

13、decision DContract BoardSigned Contract COSigned Contract COSigned Original COContractSAP COStartNoContract proposal arrivesIs contract available?Check for applicability / variance to existing agreementsNoApply existing contractDeviation of existing contract requiredYesRegister, coordinate and distr

14、ibute contractCreate Position Paper or draft contractContract AssessmentInform / submit to customerNegotiation with customerYesAcceptanceReview of strategyYesNoDecision by escalation levelSubmit new contract to customer, negotiation with customerAcceptance by customerYesSign contractSend signed cont

15、ract to Lead DivisionSend signed contract to customerGet signed original back from customerPut contract in SAP2. Metrics度量Not applicable不适用3. Further explanations说明3.1 Additional clarification 其它说明The following clarification refers to the workflow shown above.以下为上述工作流程的相关说明。3.2 Check for variance to

16、 existing agreements 检查现有协议方差Any legally binding document which has been received or drawn up during the course of a project requires review in order to confirm whether there are any variances to existing agreements.In the event a deviation is detected or required, the respective experts must be cal

17、led upon. In the event there are no deviations, the new document can be signed by GM or CEO.在项目的过程中需要审查已收到或已起草的任何具有法律约束力的文件,以确定现有的协议是否有任何差异。如果检测到有偏差或需要修订的，相关的负责人必须作相应修改。如果没有偏差，总经理或首席执行官可签订此文件。3.3 Create “Position Paper” or draft contract 创建”意见书”或合同草案This is the first time that all participants get a

18、 complete picture with information thoroughly compiled by the different disciplines. A check for completeness, correctness and ambiguity of the overview to be presented by the CO during the CA is necessary as this data will be the basis for the contract draft towards the customer.第一次所有参与者一起得到由不同部门编辑

19、的详细图文信息。客户提出在签约前检查文件内容的完整性，正确性和模棱两可的概述是必须的，因为合同草案中的相关数据将是日后与客户合作的基础。In any event the contract draft / position paper will need to be in line with the CCG.在任何情况下合同草案/意见书必须符合客户合同指南。3.4 Contract Assessment 签约前审核The CA is the central and most important step of the contract management process. This is th

20、e preparation for discussion and negotiation with the customer.签约前审核是合同管理流程中最中心并最重要的一个流程。签约前审核是和客户商讨与磋商的前期准备。It is organized and moderated by the CO. He/she gives an overview of the contract to all participants based on the results of the previous steps.签约前审核是有合同拥有者来组织的。他/她在之前步骤的基础上就相关合同给所有参与者作概述。3.

21、5 Coordination with Management 协调与管理Related form: Approval request相关表格：批复申请Depending on the outcome of the CA, coordination with GM and CEO might be required. The goal is to get to an agreement on the target and the strategy for contract negotiations with the appropriate level of management.根据签约前的审核

22、结果，需要与总经理与首席执行官进行协调。目的是通过公司相关管理层对于相关合同的磋商获得具有目标性与策略性的协议。3.6 Lessons learned 经验总结Although not listed in the workflow, the contract management process owner ensures that 'lessons learned' are addressed in the CCM.虽然经验总结没有列在工作流程图中，合同管理流程的制定者应当确认将”经验总结”列入客户合同管理流程中。4. Terminology, definitions and

23、 abbreviations术语、定义与缩写词4.1 Terminology and definitions 术语和定义4.1.1 Contract 合同A contract as referenced in this procedure comprises all customer documents as listed below:此流程中有关合同与所有客户文件如下所示：1) Terms & Conditions (T&Cs)条款与条件（T&Cs）2) Warranty Agreement担保协议3) Development Agreement发展协议4) Deli

24、very Contract供货合同5) License Agreement许可证协议6) Logistic Agreement物流协议7) Nomination Letter / Letter of Intent (LoI)提名信/意向书（LoI）8) Quality Assurance Agreement质量保证协议9) Non-Disclosure Agreement (NDA)保密协议（NDA）10) Agency Agreement代理协议11) Application Agreement申请协议12) Tooling Agreement工装协议The process descript

25、ion in this procedure deals with contract requests from customers entering however it can also be applied when SV is the initiator of a contract request to the customer.此流程描述在本程序处理合同请求来自客户进入但是它也可以应用在SV是发起者合同请求给客户。4.1.2 Customer Contract Management客户合同管理Customer Contract Management (CCM) as used in t

26、his procedure comprises several aspects and processes of our business which allow for:此客户合同管理(CCM)流程由公司业务的几个方面构成：  Application of business principles and procedures in SAP Customer Relationship Management (CRM) module and ensures integration of the specialist organization therein (Legal Service

27、, Corporate Finance, Corporate Purchasing and Logistics and Key Account Management).以公司的商业原则和流程在SAP客户关系管理(CRM)模块中操作相应流程，并确保整个流程中涉及公司各部门相应的相关专业信息 (法务、公司财务、公司采购、物流和关键客户管理)。  Expert support in drafting, reviewing and/or negotiating contracts that applies to the business relationships with our cust

28、omers.相应的负责人负责起草、审核并且/或谈判适用于与客户业务关系的合同。  Ensuring that the financial, customer and country risks are reflected in our contracts.确保有关财务、客户和国家风险的相关事宜在合同中已被提及。  Ensuring that the identified 'financial, customer and country' risks arising from contracts are taken into account and count

29、ermeasures are defined by the responsible.确保合同中涉及有关“财务、客户和国家”风险的相关事宜在合同中写明了相应的承担责任。4.1.3 CCM Network客户合同网络管理The CCM network is comprised of:客户合同网络管理包括：Customer Contract Managers 客户合同经理Team of Experts专家团队4.1.3.1 Customer Contract Managers 客户合同经理Customer Contract Managers (CCMs) are the organizational

30、 backbone of CCM. CCMs can be found on every organizational level and in every organizational unit of EMW:客户合同经理是客户管理的组织骨干。公司的每个组织层面和每个组织单元都可以找到客户合同经理。CCMs are the first and best contact for their organization for dealing with contractual issues. CCMs have a coordinating and supporting function with

31、 customers and EMW.客户合同经理是为公司组织解决处理合同问题的首要人物。客户合同经理在公司与客户间具有协调与支持功能。The CCMs are responsible for:客户合同经理的主要职责是：Addressing any contractual issue within their organization 解决公司组织内部任何有关合同的相关事宜Training their organization on CCM issues enabling them to apply CCM in their daily activities 为公司组织内部培训有关客户合同管理

32、事宜Enforcing the application of the different CCM elements in their daily activities在日常活动中执行客户合同管理中相应的功能操作Supporting their organization in CCM issues in their daily activities在日常活动中支持公司组织有关客户合同管理事宜4.1.3.2 Team of Experts 专家团队The Team of Experts completes the CCM network by adding expertise and manpow

33、er from Legal Service (LS), Corporate Finance (CF), Corporate Purchasing and Logistics (CL).专家团队通过增加专业知识和法律服务、公司财务、公司采购和物流的专业人员来完成客户合同网络管理。In general, the Team of Experts members are responsible for:一般来说，专家团队主要负责：  Being addressable for contractual issues from the organization with respect to t

34、heir field of expertise在专业领域从公司组织内部寻找可追查到网络地址的合同事宜  Active participation in the CCM network积极参与客户合同网络相关事宜  Support of training activities on CCM issues培训客户合同管理的相关事宜The chart listed below describes the different roles and authorities in dealing with contractual issues within EMW.由西往东没有公司处理有

35、关合同事宜的相关人员和签字授权权限如下图所示。Statement of Work工作说明Information信息Recommendation建议Negotiation协商Decision决定权Veto否决权Final decision最终决定Team of experts专家团队Legal Service法律服务Team of experts专家团队Corporate Finance公司财务Team of experts专家团队Corporate Purchasing and Logistics公司采购和物流Operational运行操作GM总经理Operational运行操作EMW Man

36、agement由西往东美酒公司管理层4.1.4 Contract Responsible 合同责任The Contract Responsible (CR) is the person to whom the contract request is addressed. The CR ensures that the required activities are initiated and that the appropriate individuals take part.合同责任人员(CR)是合同上指定的相关人员。合同责任人员应当确认所需活动由相关人员发起并参与。4.1.5 Contra

37、ct Request 合同需求  Customer initiated: Mandated or requested客户发起：授权的或需求的  EMW initiated: Request by EMW to renegotiate contract or create new contract in order to reach more favorable conditions for EMW´s current business/projects由西往东美酒公司发起：应由西往东美酒公司为使公司在现有业务和项目上达到更有利条件的需求重新谈判或重新创建新合同。4

38、.1.6 Contract Owner 合同所有者The Contract Owner (CO) is responsible for overall coordination and communication during contract activities. The CO has the following specific responsibilities:合同所有者主要负责合同事物中的总体协调与沟通。合同所有者具有以下相关责任：Compile contract evaluation编制合同评估Initiate Contract Assessment合同签订前审核Coordinat

39、e with experts decisions taken during contract assessment在合同审核期间配合有关专家的决定Create position paper or draft创建或起草意见书Submit contract proposal to the customer向客户提交合同的有关提案Negotiate contract协商合同Archiving the signed contract and / or related documents in SAP在SAP中存档已签署的合同或相关的文件4.1.7 Customer Contract Guideline

40、 客户合同指南Usually, customers approach EMW with distinct ideas of how to conduct the business, being represented in their General Terms & Conditions. Seldom, do they match with EMW's targets and goals for business.通常来说，客户与由西往东美酒公司讨论在一般条款与情况下如何开展业务。客户很少会根据由西往东美酒公司的业务目标来讨论。The Customer Contract Gu

41、ideline (CCG) is a document summarizing all mandatory and unacceptable elements of contractual agreements. It describes a framework in which to work within. In the event of any deviations resulting from current business, the CCG identifies the organizational level that decides on possible acceptance of specific deviations. According to the CCG, contracts must be escalated and signed according to their scope of validity.客户合同指南是一个具有总结所有有关合同协议的强制性和不可接受条款的文件。客户合同指南