The document discusses questions around understanding client needs and being able to deliver for clients. It notes that to answer these questions, one must know the client, understand their needs, check if what they want is what they need, and be able to deliver both in a timely and cost effective manner. It emphasizes the importance of being close to clients, listening, understanding local constraints and risks, and having the capabilities and resources to provide comprehensive and multidisciplinary solutions for increasingly complex projects and clients' needs.

1. Alexandre Portugal | Board Director

2. To be able to
satisfy our clients
we need to know
what they want.
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3. Do we
actually
know
what they want?
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4. Do we know
what our clients
need?
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5. Are we prepared
to deliver
what they need?
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6. To answer these questions
we have to:
- Know the client
- Understand his needs
- Check if what he wants is what he needs
- Be able to deliver both … at a reasonable
price… within the available time frame
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7. Knowing the client
Clients are
ever more diverse in
their nature
and capabilities
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8. • Being close
• Listening - communication skills
• Local environment
• Local constraints
• Aversion to risk
• Innovation openness
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9. Clients
have less and less in house capability
want more and more speed
Projects
are more and more complex
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10. - We need to be close and flexible
- Decentralized production is a must
- Clients want “one-stop-shop”
- Comprehensive services
- We need to be multidisciplinary
(or associate/merge to become)
- Dimension becomes an issue
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11. Understanding the client’s drives
- Speed in delivery – why?
- Cost effectiveness
- Innovation
- Image
- Political constraints
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12. TRUST
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13. Understanding the project
- Goals
- Complexity
- Budget
- Technical limitations
(availability of technology or staff)
- Local tradition
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14. Do we know how to do it?
- Have we done it before domestically?
- Can we produce a differentiated product?
• Is there such a thing in our field?
• Is our product more and more commoditized?
- Do we have the financial resources?
• Large on-site dedicated teams are financially demanding
- Do we have the human resources required?
• Hard and soft skills correctly blended
• Multicultural ability
• Expatriation availability
• Language ability
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15. Are we able to explain clearly the
risks and uncertainty to the client?
Are we ready to take a
significant part of the risk?
How much risk can we bear?
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16. - Liability limits
- Insurance
- Contract models
- Traditional
- Back-to-back
- Alliance
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17. If we have the right answers
for these questions,
Yes
we do know
how to satisfy
our clients !!!
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