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Student Q & A

Background

Scott recently received his Master's Certificate in Commercial Contract Management. He is a contracts manager for NCR Corporation, a Global Fortune 500 firm with headquarters in Dayton, OH. NCR provides technology solutions including privacy-enabled Teradata® warehouses, customer relationship management (CRM) applications and store automation and automated teller machines (ATMs). He received a bachelor's degree in finance from the University of Akron and a master's in business administration from the University of Dayton. ESI spoke briefly with Scott about his recent graduation from ESI/GW's master's certificate program.

1. As a contracts manager for NCR, what are your daily responsibilities?

"As a global company, NCR has contract managers located throughout the world. Contract managers typically focus on a specific NCR solution component, such as ATMs, point-of-sale terminals, data warehousing or services.

My current focus is on services sales contracts for customer networking and maintenance opportunities. My primary role involves supporting our sales teams in the Americas with contract drafting and editing, negotiation assistance, training and consulting on NCR's standard contract templates and policies. Other important functions include providing non-biased advice, escalating non-standard terms and conditions issues through management and pre-sale proposal response support.

Like most contract managers, I also have various contract administration duties including change control, database input, dispute resolution support and contract execution/termination."

2. Are there any hot projects you're currently working on?

"I'm excited to be working on a new global agreement for services business. This is a new customer for NCR, and the team is working diligently to promptly complete a fair contract and gear up to provide glitch-free services.

Another interesting and unique project that I recently helped close was a project for NCR's business development team, which focuses on mergers, acquisitions and divestitures for our services business."

3. What's your biggest challenge on the job?

"As a global company, NCR regularly revises our contracting process to keep up with the needs of our diverse customer base. My biggest challenge is to ensure that the sales teams stay abreast of the changes so they can support their customers. Contract managers are keenly aware of the financial impact of non-standard terms and conditions, such as payment terms and extended warranties. I work to ensure these points are addressed, especially during the contract negotiation phase."

4. Why did you pursue a master's certificate with ESI?

"The ESI program has been well known at NCR for years, in both the contract management and project management fields. I was delighted to have my management's support in my pursuit of the certificate program. There are many federal contracting training programs in the United States but few commercial ones, where my business experience lies. When training is provided in conjunction with a fine institution like The George Washington University, there are the additional valuable elements of quality and prestige."

5. How will the material covered in the master's certificate help you on the job?

"I see two primary benefits. First, although NCR has a fairly sophisticated contract professional organization, the depth and breadth of the ESI training program complements the real-life experience. The ESI courses teach world-class contracting techniques and processes to ensure effective risk management, delivery of goods or services and improved customer satisfaction.

Second, sharing war stories and strategies with contract managers at other firms helps us all better understand the differing positions and views of the other party to the contract. This, in turn, improves the business relationship and speeds the negotiation process."

6. What did you like best about your ESI courses?

"In my opinion, the best features are the quality of course development and delivery by the experienced instructors. Most of them have years of practical application experience. My favorite courses were Business Law and the Uniform Commercial Code and Financial Management of Commercial Contracts

From my experience, most contract managers have a business rather than legal background. The Business Law class provided interesting background information on our legal system and particular statutes. I think this helps us better interact with the lawyers. I also liked the Financial Management class because I could see a direct correlation between my own experience at NCR and the financial impact of non-standard terms and conditions in our contracts.

I should also comment on the very pleasant classroom facilities in Washington, DC and Arlington, VA. I always look forward to visiting the area."

7. Are there any trends in commercial contract management you think are interesting now?

"Yes, two come to mind. First, global contracting is becoming more common at NCR due to its increasingly wide reach in global outsourcing and services contracts. With these agreements, special consideration must be given to invoicing, taxes, dispute resolution and currency issues. Our customers are demanding that we support their global needs, and our contracting team must support this business requirement.

Second, both buyers and suppliers are becoming more sophisticated on the commercial side, driven in part by the increase in professional contract programs and outside negotiating seminars. Each party is looking for a better deal in their contracts to meet economic and competitive demands. Although competitive, both parties need to keep in mind that cooperation and partnership will drive a successful win-win relationship."

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